In our view continuous training is a key success factor not only for the professional enhancement of personnel and for the introduction of new operational models, processes and systems, but also to assist in the development of corporate identity and culture through the diffusion of Group values and strategies.

95,011 [-4,254 compared to 2009] Training days* 

5.2 [-0.2] average days per employee

18,136 [-55] employees who participated in at least one training activity

99% [unchanged] network bank personnel who participated in at least one training activity

6.1 [-0.2] average days per network bank employee

2.8% [-0.1pp] of training days

Training is performed by Group bank and company personnel, who have qualified to perform classroom training in the in house School for Instructors, and by professional instructors from reputable specialist companies with which arrangements have been established.

The overall training supply, which may be consulted in a special catalogue, accessible on the corporate intranet, includes the following:

• training programmes for specific roles: these consist of a sequence of courses and periods of job experience to allow the abilities required for the role filled or to be filled within the organisation to be acquired, developed and strengthened both from the viewpoint of technical knowledge and relationship and behavioural skills. Different programmes are employed for distribution network units,  central units, new recruits and personnel involved in professional retraining schemes. Compulsory qualifying courses are provided with a final examination for positions of particular responsibility (e.g. branch manager) to be completed before the appointment is made;

• specific training activity: specific training is also provided designed to meet the needs of particular segments of Group personnel and to support the introduction of organisational strategies and changes, changes produced by regulatory developments and the more significant innovations in products, instruments and processes.

A total of over 441,000 training days were delivered in the period 2007-2010, 11% more than that planned under the Business Plan.

In 2010 we continued with training activity designed to improve the professional skills of roles in the distribution network, with a focus on personnel with management responsibilities for business activities and primarily on branch managers.