The programme is based on findings from research carried out internally and it also incorporates industry best practice. First Impressions describes the welcome people receive when they join the Company. The programme starts with the Company Handbook and continues for three months until we and the individual believe they have all the information they need to be effective.
The programme includes guidelines to ensure new people understand their own objectives, the objectives of the department and the objectives and strategy of the business. First Impressions ensures that people understand our culture, the way we do business and our approach to Customer Services. Managers take ownership of the programme and the Management Board sponsor the programme for their individual businesses or departments.