Behaviour and culture - How is an investigation conducted?

An investigation is initiated to find out why the customer's interests are not sufficiently put first within an organisation.

What is an investigation like?

Guidelines have been developed for conducting an investigation with the aim of collecting data carefully, ensuring a short duration and a limited burden for the organisation. The different phases of the investigation are explained below.

Information phase

An investigation starts with an introductory meeting. In this meeting, the objective, scope and the specific research question of the investigation is determined. This takes place as much as possible in consultation with the organisation. Based on these choices, we decide which investigation instruments will be used.

Study of documents phase

In order to limit the burden on the organisation, we base our investigation as much as possible on existing information. A context analysis is made in this phase, which we use to determine the direction of the investigation and to fine-tune investigation instruments.

Investigation phase

The investigation is then carried out. This usually consists of three parts: a survey, interviews and observations. This often means that a survey will be sent to relevant employees and managers and that in-depth interviews will be held with specific relevant employees and managers. In order to obtain a clear picture of the context, we also attend a number of regular work meetings. We try to arrange both the planning and the selection of interviewees and work meetings together with the company. This combination of investigation instruments provides for a careful and substantiated picture.

Analysis and feedback phase

We then analyse all the information that we obtained in the previous phases. With this, we obtain insight into the main issues and we prepare the feedback. The contents and the form of the feedback (report, presentation, other) can differ from one investigation to the next. If points for improvement come forward in the investigation, agreements are made on these.

Monitoring the follow-up

We expect that an organisation will proceed to address the improvement points mentioned in the report. We then monitor this follow-up. This monitoring concerns both the process (which actions have been or have to be taken) and the results (what effects have the actions led to).

What does an investigation mean for the organisation?

A behaviour and culture investigation is a customized investigation. This means that, for each investigation, we will examine the most suitable subject. This could be a specific department but also a specific procedure or change process. We determine our specific scope in consultation with the organisation.

Burden for the organisation

In the information phase, we give the organisation an estimate of the duration of the investigation. We try to limit the number of hours for the investigation by structuring the investigation as efficiently as possible. An important condition for this is, for example, that we have a fixed contact person at the organisation.

What is the added value of an investigation for the organisation?

Our experience so far has been that organisations regard the investigations as valuable because they also obtain insight themselves into obstacles of a behavioural or cultural nature. Employees of financial enterprises generally value the contact with the AFM and the possibility to enter into a dialogue.

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