In 1996 the appointment of a new CEO to a UK financial services organisation led to the replacement of long-serving senior executives by managers with more diverse commercial experience. This in turn led to an immediate change of culture within the organisation including the expansion and diversification of the business, the adoption of a strategic customer focus and the introduction of new ways of working such as telephone banking and team working. To support the cultural change the HR function...

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9.1.3 Develop human resource strategy

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