Ms Liz Joyce:

I can outline a number of areas but first I will address the specific concern around policies. We have had a number of human resources policy reviews as well as policy reviews in other parts of the bank. All our policies have been updated in recent years. One of the early steps we took was to improve our probation policy. The policy had been for a 12-month probation period. Often issues were not arising until the end of that period. That made it difficult to deal with. The period was reduced to six months with the option to extend the probation period, if that was helpful to the situation. Obviously, our desire is to help people to be successful in their jobs. It is only the occasional situation in which that does not succeed.

The performance management system that Mr. Quinn referred to is now in its sixth cycle. We provide extensive training to managers in supporting people to implement that in the best way possible. The purpose is to ensure we have clear objectives for people and that they get good feedback as well as to ensure good career development conversations come out of that. As I have mentioned, we have provided a good deal of training for managers on various aspects of managing people as part of their people management responsibilities. We have also improved our recruitment and selection procedures. We have clearer role profiles. There are very focused interviews and assessment methods associated with the roles we are trying to fill. We have training for interviewers and we have consistency assessment methods. Those are some examples.