Values Matter

Maria Donnelly

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Agenda

• Background• Approach adopted• Measuring success

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Background

• Further integration into Danske culture• Agreed as part of HR strategy• Opportunity to link with Treating Customers

Fairly & Corporate Responsibility• Complements Business as Usual• Challenge to ensure everyone is engaged in

‘Living the Values’

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Core Values

• Integrity• Commitment• Accessibility• Expertise• Value Creation

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Process

• Initial communication to Executive Committee• Working Group established• Methodology agreed• Pilot initiated• Cascade upwards commenced

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Bottom-up approach

• Introduction of Core Values based on a ‘building approach

• Pre-positioning via formal internal comms and magazine • Build Core Values upwards to ensure maximum

effectiveness and engagement• Delegates volunteered to facilitate workshops within their

team and maybe with their Leadership Team• Objective is to have a set of meaningful behavioural

standards adopted by each business unit• Outputs to be shared ‘next line up’ with ExCo output

communicated back to all employees

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Leadership Team

Line Management

BusinessUnits

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Workshop

• What do Core Values mean to me?• What do Core Values mean within my

team?• What do Core Values mean to my

customers?

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“We had an opportunity to discuss team issues”

“Core Values now mean something other than just words”

“The team bonded better”

“We can decide as a team what’s important”

“This is something different”

Employee feedback

“A great development opportunity and a great sense of achievement”

“It’s great they have not been interpreted for us”

“We have been involved from the start”

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Benefits

• High level of employee engagement• Enhancement of personal development for

delegates selected• Promotes ownership and involvement of Core

Values at all levels• Creates consistent understanding of Treating

Customers Fairly across the Bank

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Measuring Progress

• Employee Opinion Survey• Customer Satisfaction Survey• Service Recovery – Type of Complaints• Image/Brand Survey

1210-04-2023

Thank you