The "Go-To" Bank ....
Posted: 28 Mar 2014, 12:36I've just received an annual letter from one of the big banks which I deal with. I'll not name it, but I'll lay out below one of the sections of the letter. The bank's name has been replaced by asterisks ...
"The ***** Transform Programme
Last year, we unveiled the ***** Transform Programme, the plan which will help ***** become the "Go-To" Bank. One year on, we have made progress on this journey of change.
Every employee, around the world, has now participated in a training programme to help them to understand the importance of our Purpose - helping people achieve their ambitions the right way - and our Values - respect, integrity, service, excellence, stewardship.
Our senior leaders have been formally assessed against the Values and Behaviours and from 2014, all employees will be assessed using the same criteria..
We recently published our Balanced Scorecard which lays our how we will ensure that ***** is meeting the needs ........ "
and so on ....
Firstly, this is a bank that is currently getting rid of large numbers of counter staff and replacing them with automated holes of different sorts in various walls. Holes in the wall trained to provide respect, integrity, service, excellence, stewardship, no doubt. Secondly, having spent my whole working career in a "profession" not too dissimilar from banking, these so-called Values and Purposes were de rigour, that went without saying, and we didn't need formal assessments or Balanced Scorecards to tell us the fundamental principles of our job.
Thirdly, how much did this programme cost, and who is paying for it? Me, I guess, the (very cynical) customer. The only people gaining from it are the management consultant wonks who came up with this project .....
"The ***** Transform Programme
Last year, we unveiled the ***** Transform Programme, the plan which will help ***** become the "Go-To" Bank. One year on, we have made progress on this journey of change.
Every employee, around the world, has now participated in a training programme to help them to understand the importance of our Purpose - helping people achieve their ambitions the right way - and our Values - respect, integrity, service, excellence, stewardship.
Our senior leaders have been formally assessed against the Values and Behaviours and from 2014, all employees will be assessed using the same criteria..
We recently published our Balanced Scorecard which lays our how we will ensure that ***** is meeting the needs ........ "
and so on ....
Firstly, this is a bank that is currently getting rid of large numbers of counter staff and replacing them with automated holes of different sorts in various walls. Holes in the wall trained to provide respect, integrity, service, excellence, stewardship, no doubt. Secondly, having spent my whole working career in a "profession" not too dissimilar from banking, these so-called Values and Purposes were de rigour, that went without saying, and we didn't need formal assessments or Balanced Scorecards to tell us the fundamental principles of our job.
Thirdly, how much did this programme cost, and who is paying for it? Me, I guess, the (very cynical) customer. The only people gaining from it are the management consultant wonks who came up with this project .....
