1. Training and Development
1.1. A workforce made up of people who achieve personal fulfillment through the freedom to act given in daily work
1.2. A workforce seen as a prime organizational asset
1.3. Motivation through positive organizational structure, pay and benefits, training and development
1.4. Sense of loyalty
1.5. Pay
1.5.1. A rate above its competitors
1.5.2. Based on reviews of performance
2. Employee Retention
2.1. Good rates of pay
2.2. Proper treatment of workforce
2.3. Bonus Scheme
2.4. Incentive scheme
2.5. Share option scheme
2.6. Training and development program
2.6.1. Career progression
2.6.2. Links training to national qualification
3. Business Culture
3.1. Hierarchical Culture
3.2. Inclusive Culture
3.3. Modern Service Industries
3.3.1. Open culture
3.3.1.1. Suggestions for improvement by front-line staff
3.3.1.2. Encouragement in challenging existing ideas and practices in pursuit of continuous improvement
3.3.1.3. Adjustments in the little things
3.3.1.4. Identification of the "best practice" within parts of the organization and its implementation
3.3.2. Encouraged employee participation
3.4. Good employee management
3.4.1. Service-oriented employees
3.4.2. Personalized response
4. Communication
4.1. Initiatives stemming from the ideas by its "Associates"
4.2. "Big Meeting"
4.3. Individuals included in decision-making
4.3.1. High level of commitment and pride
4.3.2. Committed employees and quality customer service
5. Motivation
5.1. Frederick Herzberg
5.1.1. Identification and usage of a range of 'satisfiers'
5.2. Abraham Maslow
5.2.1. Essential needs
5.2.1.1. Physiological
5.2.1.2. Safety
5.2.1.3. Belongingness
5.2.1.4. Esteem
5.2.2. Life-enriching
5.2.2.1. Cognitive
5.2.2.2. Aesthetic
5.2.2.3. Self-actualization
5.2.2.4. Self-transcendence