"MARK DAY"

"THOUGHT FOR THE DAY………"

"CREATING AND SUSTAINING ORGANISATIONAL CHANGE"

"BUSINESS BACKGROUND"

"NEW CHAIRMAN APPOINTED 1999"

"WHY WE CHOSE TO TRAUMATISE..."

"MOUNTING EXTERNAL PRESSURES"

"STRUCTURE OF THE BUSINESS UNSOUND..."

"INSTEAD OF FOCUSING ON WHO..."

"ACQUISITIONS AND MERGERS"

"EXECUTIVE ROLE"

"IF YOU WANT TO BUILD..."

"WHAT DOES MUTUALITY GIVE US"

"COMMERCIALLY ASTUTE"

"CHARITABLE CONTRIBUTIONS 1%"

"CONVENTIONAL WISDOM"

"IVR WHO WANTS IT?"

"EXECUTIVE FOCUS"

"NEW MARKETING / ADVERTISING"

Slide 20

"HOW SHOULD IT BE DONE"

"ENTRY COSTS TO THE MARKET..."

"OUR VALUES WILL COME THROUGH..."

"CULTURE WORKSHOPS"

"“EVEN A SMALL HOLE..."

"HSA STANDARDS"

"OWNERSHIP"

"RECRUIT FOR ATTITUDE"

"FINANCING OF TRAINING IS NOW..."

"CAN ENFORCE A CHANGE IN..."

"SUMMARY"

"SUMMARY"

"QUESTIONS?"