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The HR Report 2011/2012.

The way to outstanding employee services for our customers.

36 Competitive workforceHR Big 4 and Group strategy Service culture Talent agenda HR@2012 Guiding Principles and Code of Conduct rolled out worldwide. The Guiding Principles form the basis of our common corporate culture. Their roll-out across our Europe segment was and is a central component of our One Company strategy. It enables us to link the fixed and mobile network businesses in our European companies and offer our customers products and services from a single source. This structural change has already been com- pleted in our home market, as well as in Croatia, Slovakia and Hungary. Makedonski Telekom (FYRO Macedonia) began to pre- pare for restructuring in 2011. We have formulated a Code of Conduct (CoC) based on the Guiding Principles and this is binding Group-wide. The CoC combines the requirements of enterprise culture and compliance awareness, and puts the Guiding Principles into practice, so that they can really become part and parcel of working life. The roll- out began in 40 out of 42 international affiliates in 2011 and this is almost complete. We also finalized the roll-out at T-Mobile Netherlands in early 2012. The roll-out at OTE in Greece and at its affiliates will follow gradually. Service culture. The way to outstanding employee services for our customers. Customer satisfaction resulting from outstanding customer experiences is what our business is all about. As the HR unit of Deutsche Telekom we support this goal by creating the framework conditions within which this corporate culture can thrive: ƒƒ Service culture with One Company, supported by the Service Academy. ƒƒ Employee participation, with feedback channeled directly into improvements. ƒƒ A culture of innovation and Enterprise 2.0 with parallel changes in technology and the working culture. ƒƒ Change management based on raised awareness among managers and the active support of change experts. 235,000 employees, 33 countries, 1 corporate culture. Guiding Principles Day anchoring corporate culture in daily working life. The Guiding Principles, the corporate vision we all share, are very much alive. This is made clear not only by the second annual Guiding Principles Day, which took place on Sep- tember 28, 2011, with a large number of participants. The results of our regular employee surveys (see page 40) confirm it too: our employees and executives are not only familiar with the Guiding Principles but are also making them more a matter of course in their daily working lives.