SECTION 1 -

4.1.3 Skill development and training
4.1.3.1 Policy principles
Skill development is a component of New Services' human resources management
methodology. The priority given to in‐house training via New Services Academy, or externally, is a
major factor in the Group's day‐to‐day operations.
Each zone and/or country has a training plan, consisting of a structured program, reflecting
the country's strategic targets and needs identified each year, while preserving a common foundation
that focuses on the company's values and general knowledge. Training is targeted to respond to the
needs of business divisions while supporting the teams in the field.
The implementation of this training policy that is adapted to the needs of a target audience
means that the required skills must first be identified for each position, and an evaluation of a
candidate’s existing skills must be prepared. This upstream assessment of employee skills guarantees
that any training efforts will be effective. In 2009, this approach was adopted by many entities in their
training processes.
4.1.3.2 Skill assessment
Skill assessment is one of the management practices implemented by New Services'
subsidiaries. It is useful in determining precisely what types of training, hiring and internal mobility
initiatives to pursue. For instance, in Uruguay, skills assessment involves a detailed analysis of all
positions in terms of required skills and comparisons to existing skills in order to determine the
appropriate training needs.
In Brazil, where promotion from within is a priority, a comprehensive skill assessment
process was initiated in 2008 in respect of all 800 employees. The goal is to ensure that the Company
has employees with the necessary skills for the success of a given business as well as guide employees
in their career paths.
4.1.3.3 Training processes
o Globally, New Services has established three separate training programs:
Management ethics is aimed at all Chief Executive Officers of countries,
business units, and their key employees. The main theme of this program
is business ethics. The objective is to raise awareness and prepare
management teams for managing various risks, particularly when faced
with corruption, and enable them to take appropriate preventive
measures. Three sessions were organized in 2008 and 2009 in Europe, Asia
and Latin America, which were attended by 100 managers.
Programs for promising young employees: New Services has established a
specific program for this key sector of the population. The first two
editions of Talent Weeks were held in October 2009 and early 2010. Eighty
employees from 30 countries (of a total target of 120 managers) addressed
topics such as managing change, intercultural management and New
Services strategic guidelines.
Methods of implementing card programs: This is a priority for New
Services’ business units. A help kit to implement card products was
provided in all countries to prepare and support New Services’ teams to
use this new technology.
86