The HR Report 2011/2012.

38 Competitive workforceHR Big 4 and Group strategy Service culture Talent agenda HR@2012 Top service calls for top achievers in customer contact roles. As part of our service campaign we are creating new jobs: 2011 and 2012 sees us taking on over 1,000 new employees in sales and service for Telekom Deutschland alone. All service compa- nies offer bright prospects and opportunities for advancement, for example at team leader level. The service career, our HR devel- opment program for high achievers in operational activities within German service companies, creates company-specific horizontal and/or vertical development opportunities for top experts and management positions. Since 2009 we have furthered the devel- opment of over 3,600 employees under the service career model. In this way we are securing and improving the quality of our cus- tomer service along a wide front. 21 % 13 % 3 % Seminars: 40,965 Participants: 284,044 (Ø of 2 seminars attended per employee) Participant days: 734,237 Ø number of training days per participant: 2.6; per employee: 6.0. Number of web-based trainings carried out (content usages on internal e-learning platform): 813,235 2011: Over 730,000 training days for employees. Of which some 115,000 days as part of service training (six training days per employee in the services companies). In 2011, the investment volume for training amounted to some EUR 168 million. Telekom Training: high investment in employee training. In Germany. By key themes, as of Dec. 31, 2011. Service quality 23 % IT/technology Leadership Project management Other (incl. personal skills, processes, sales training) 40 % Service Stars. Recognition motivates. One way in which our employees are recognized for excel- lence in internal and external service is through personal awards such as Service Stars. In 2011 we selected 20 Ser- vice Stars and honored them with a place on the Walk of Service at Group Headquarters. We hope this will encour- age all our employees to follow their example. i

The HR Report 2011/2012.

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