The Declaration sets a requirement
that firms should "Operate policies that embed outstanding
standards of customer service, ethical conduct, qualifications and
CPD." The detail of these policies will naturally vary from one
organisation to another, but examples include:
Policies that organisations may wish to implement include:
- Setting and measuring relevant performance indicators around
- Processes for measuring customer satisfaction.
- Compliance with best practice when communicating with
customers. Examples include the use of plain English and following
guidance from bodies such as the Employers Forum on Disability
concerning accessibility of written documents.
The Insurance Broking Faculty and Ernst & Young published a
research report titled Delivering World Class Service for
Competitive Advantage in a Changing Mid-Corporate Commercial
Insurance Market (available from the CII on request). The report
explores the characteristics of 'world class' service.
In 2009 the CII published a revised ethical code. Its primary
concern is with ethical conduct among individual practitioners, but
it contains many principles that companies may wish to reflect,
using different language, at a corporate level. Firms' values and
business practices should align with the CII Code of Ethics
(available at www.cii.co.uk/code). Using the Code as a template,
companies should set down their own principles:
- Companies must comply with the Code and all relevant laws and
- Companies must act with the highest ethical standards and
- Companies must act in the best interests of each client.
- Companies must provide a high standard of service.
- Companies must treat people fairly regardless of race or racial
group, sex or sexual orientation, religion or belief, age, or
Further information on ethics can be found in the CII's Paper in
Professionalism Number 2: Getting Professional About Ethics
(available at www.cii.co.uk/papersinprofessionalism) or by
listening to the Ethics Seminar podcast.
Policies concerning qualifications should reinforce the benefit
to individual employees, explain how they relate to different
career paths available at a given firm, set out the circumstances
whereby an employer will fund qualifications and make study time
available during the working day.
In a dynamic economy, achieving knowledge and competency is no
longer a once-and-for-all activity. Professionals who do not keep
pace with the changing nature of products, legislation and best
practice rapidly lose their relevance. More information on CPD,
including suggestions on how to encourage CPD within firms, can be
found in CII's Papers in Professionalism Number 4: Beyond Box
Ticking: CPD and the 21st Century Professional (available at www.cii.co.uk/papersinprofessionalism).
CPD scheme content typically includes technical, business,
interpersonal and management knowledge and skills development
The CII has conducted extensive member research into employer
support for practitioner CPD, and published a number of key
findings. For more information see: What You Told Us About CPD -
CII CPD Survey Results and Overview (available at www.cii.co.uk/research).