Het imago van de financiële sector

Image of the financial sector

Mrs. Mulder is the CEO of pr-firm Burson Marsteller in the Netherlands. Burson Marsteller is a worldwide public relations and communication firm headquartered in New York. The firm offers services in the field of crisis management and public affairs management.

Mrs. Mulder discussed reputation management. A reputation is the image that others have of your organisation. Organisations with a good reputation are often more successful. Reputation management helps to build a good reputation among stakeholders. Trust is a very important aspect of a reputation.

In these times when pension funds cannot guarantee anymore that the promised pension will be paid out in full, trust in pension funds is low. Pension funds could communicate tot he various plan members according to their age groups as opposed to sending a message to all plan members regardless of their backgrounds. The purpose of pension fund communication should bet o provide clear and meaningful insight about plan members’ financial pension sitituation.

Even though pension funds are mandatory and plan members cannot choose which pension fund should carry out their plan, it is still important that these pension funds work on their reputation. Perhaps in the (near) future a new pension system may be agreed upon, one that isn’t mandatory anymore. If pension funds start thinking about their reputation only then, it’’ll be too late.

Leren van het hotelwezen: de gast centraal en kwaliteitsmanagement in de hotelbranche

Learning from the hotel industry: the guest comes first and quality management

Mrs. Maessen is the executive director of Bilderberg Hotel The Emperor’s Crown in Apeldoorn. This hotel prides itself by putting the guest first, ensuring the best service. Mrs. Maessen explained how pension funds and insurance companies could learn from the hotel industry in their service.

Although a guest journey is set up for each guest from the moment of a hotel booking tot he day of checking out of the hotel, it’s more important to empathize with the guest, making the guest feel very welcome. This service oriented attitude will prove more valueable tot he guest than the following of all sorts of procedures.

Toetsen op gedrag en cultuur: wenselijk?

Is screening on behaviour and culture to be desired?

Frank van Luijk and Ivonne Tossings are psychologists. Their presentation was about becoming an effective team member in the board of trustees of a pension fund.

Competencies are tested with rollplay, simulating a board meeting. Drive and motivation  are reported following an interview with the psychologist and question forms.  A board member’s relevant knowledge and professional courses are documented. A personality test is taken. The information gathered from these tests and documentation will give a pretty accurate forecast about the potential of the board member.

It is recommended that board members gain insight in themselves in order tob e effective as pension fund trustees.

Lennaert van der Hoeven en Edzko Smid, Bridgevest

Politieke omgeving van de financiële sector

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