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The Business Case for

Good Practices in the Workplace

European Commission

European Commission
Directorate-General for Employment, Social Affairs and Equal Opportunities
Unit D.3

Manuscript completed in September 2005

This publication has been commissioned by the European Commission under the framework of the Euro-
pean Community Action Programme to combat discrimination (2001-2006).

The contents of this publication do not necessarily reflect the opinion or position of the European Commis-
sion, Directorate-General for Employment, Social Affairs and Equal Opportunities.

Views expressed herein are those of the contractor producing this report, and do not necessarily represent
any official view of the Commission and in particular the Directorate General for Employment, Social
Affairs and Equal Opportunities, which commissioned the work.

The consortium producing this report comprises Focus Consultancy Ltd and The Conference Board Europe.

Focus Consultancy is a leading multi-ethnic and interdisciplinary consultancy in Europe, specializing in

equality, diversity management and organisational change. Its expertise encompasses research and strategy
formulation to implementation, staff development and evaluation.

The Conference Board is a global independent business membership organization that creates and dissemi-
nates knowledge about management and the marketplace to strengthen corporate performance and serve

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Executive Summary .......................................................................................... 5

1. Introduction ....................................................................................................... 9

2. Methodology and selection criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

3. Thematic analysis of consultation and Research findings ................................ 13

3.1. Current situation relating to the implementation of diversity

policies and practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

3.2. Drivers for diversity policy and practice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

3.3. Implementation of equality and diversity practices ........................................... 17

3.4. Perceived benefits of diversity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

3.5. Measuring the impact of diversity approaches .................................................. 25

3.6. Key challenges in implementing equality and diversity approches . . . . . . . . . . . . . . . . . . . . . . . 28

4. Conclusions and Ways forward ......................................................................... 29

5. Case studies – Good Practice in Workplace Diversity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Annexes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Annex I: EBTP results of the consultation on Workplace Diversity

and Anti-Discrimination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Annex II: Overview of responses to preliminary Questionnaire on

‘The Business Case for Diversity - Good Practices in the Workplace’ ........................... 57

Annex III: List of participating companies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61


An increasing number of Euro- these, 42% have policies that one of the most important is
pean companies are adopting have been established for resolving labour shortages
diversity and equality strate- more than five years, 27% and recruiting and retaining
gies, not only for ethical and have policies that have been high quality staff. Among
legal reasons but also for the established within the past respondents to the EBTP sur-
business benefits they are five years and the remainder vey, it was the single highest
expected to deliver. Among are in the process of develop- scoring benefit, cited by more
the most important of these ing or implementing diversity than 42% of companies.
benefits are enhanced policies.
employee recruitment and This finding acknowledges
retention from a wider pool of This pattern of implementa- Europe’s changing demo-
high quality workers, tion is generally true of all graphics (low birth rates, age-
improved corporate image countries and business sec- ing population and shrinking
and reputation, greater inno- tors, despite variations in the workforce) that in the coming
vation and enhanced market- number of responses per years will require many com-
ing opportunities. country and sector. Of the 798 panies to consider a much
responses to the EBTP survey, more diverse pool of talent to
These are some of the key nearly half (49%) were from meet their recruitment needs,
findings of this report, which four countries (Germany, the including cross-border sourc-
examines the business case Netherlands, Denmark and ing. Already, demographic
for diversity on the basis of Poland). New Member States change is acting as a catalyst
feedback to two surveys (in accounted for 23% of replies for the development of age-
total 919 responses) carried and Southern Europe only 7%. related diversity strategies in
out during 2005 among com- The 121 good practice survey some businesses.
panies in the 25 Member results were also predomi-
States of the European Union. nantly from the old Member The second major benefit of
The first survey used ques- States in northern Europe. diversity, receiving a score of
tionnaires and in-depth inter- 38% in the EBTP survey, is its
views to identify examples of Access to new labour pool is ability to enhance a company’s
good practice in workplace key business benefit reputation and image, and its
diversity in the areas of race standing within local commu-
and ethnicity, age, sexual ori- Companies are adopting nities. To achieve this, good
entation, disability, and reli- diversity policies for ethical, practice companies take part
gion or belief. The second, legal and economic reasons. in a variety of external activi-
complementary survey used However, the good practice ties in order to promote under-
an online questionnaire to research found that where the standing of their principles
investigate diversity aware- main driver is the ethical and values. These include par-
ness and practices of member dimension, companies still ticipating in research studies
companies of the European expect their diversity efforts to and benchmarking exercises,
Business Test Panel (EBTP) produce tangible business philanthropic giving to tackle
across all areas of diversity. benefits. They are also keen to social exclusion, supporting
go beyond legal compliance, access to education and train-
Diversity initiatives expanding sometimes aspiring to busi- ing, and sponsoring or taking
ness leadership in this respect. part in community festivals.
Just under half of all business-
es responding to the EBTP Of all the business benefits A further important business
survey are actively engaged in that companies either are benefit of workplace diversity
promoting workplace diversi- achieving or expect to achieve is the opportunity it affords to
ty and anti-discrimination. Of from their diversity policies, improve innovation, leading to

new products and services, ing diversity and inclusion Measuring the results can be
and potential new markets. principles to staff, customers difficult
More than 26% of companies and other stakeholders.
in the EBTP survey rated inno- One of the key findings of this
vation and creativity as a ben- In these companies, diversity report is the lack of systematic
efit. is a business-wide concern, monitoring and evaluation of
rather than being the sole pre- the progress and benefits of
Among the good practice case serve of human resources. diversity among both good
study examples, it is evident Ownership and accountability practice companies and EBTP
that internal diversity is lead- for diversity goals are built survey companies. Nearly 70%
ing to marketing and product into strategic frameworks that of EBTP companies that have
developments that cater for include goal setting, allocation or are implementing diversity
new market segments and tra- of funding and resources, and policies fail to regularly moni-
ditionally excluded groups performance measurement tor their impact. According to
(such as the elderly, gays and and appraisal. Business man- 20% of EBTP respondents, the
lesbians, and ethnic minori- agers, first and foremost, are difficulty of measuring the
ties) as well as existing cus- responsible for meeting the results of diversity is a major
tomers. These companies are goals and often rewarded challenge to addressing work-
aiming to increase their rev- according to their progress. place diversity and anti-dis-
enues, their customer satisfac- crimination.
tion and their corporate image. The need for extensive staff
In some cases, they are also development programmes is Among good practice compa-
using the new developments recognised in good practice nies, a few examples of com-
to address social exclusion companies to increase under- prehensive monitoring are
and disadvantage faced by standing and awareness of found. These companies tend
particular members of society. diversity, including legal and to place a great deal of empha-
compliance issues as well as sis on internal and external
Combating discrimination in the the implications for recruit- benchmarking, and on the val-
workplace ment, promotion and apprais- ue of effective monitoring sys-
al processes. Many companies tems to enhance their demo-
For diversity strategies to suc- also provide managers with a graphic knowledge of markets
ceed, they need to overcome series of performance plan- and local communities.
an overriding obstacle that is ning frameworks, diversity
common to most businesses – checklists and toolkits to sup- Many other good practice
opposition in the workplace. port them in policy implemen- companies also undertake
Among companies taking part tation. some goal setting and moni-
in the EBTP survey (both those toring activities, stressing
with and without diversity poli- Support from unions, works their value in helping them to
cies), 17% highlighted discrim- councils and other staff make a case for action by pro-
inatory attitudes and behav- groups or networks, is another viding vital information about
iours as their biggest challenge prerequisite for successful workforce and customer
in promoting diversity. implementation of diversity make-up. These activities also
policies, according to many help to demonstrate compa-
To address this issue, good good practice companies. nies’ commitment to effective
practice companies approach Involving workers’ representa- implementation of diversity
diversity as a culture change tives in policy planning, imple- policies.
process, applying lessons they mentation and monitoring is
have learned previously about key to help underscore man- While a range of models and
effective change management, agement’s commitment to frameworks for setting indica-
including defining a clear case diversity for the long term, as tors and measuring diversity
for action, building leadership well as its aims and objectives performance already exists,
commitment, establishing an and how they will affect work- the challenge is to promote
infrastructure to support imple- ers and the working environ- wider application of such tools
mentation, and communicat- ment. across businesses that have

adopted diversity policies. ness case is already being practices, the business case
Some of the common perform- made. EBTP survey companies needs to be more widely dis-
ance indicators used are: the are convinced about the busi- seminated. The biggest chal-
increase in the representation ness benefits of diversity. lenge to addressing work-
of women, disabled people When asked whether diversity place diversity and anti-dis-
and ethnic minorities, especial- initiatives have a positive crimination is the lack of infor-
ly at senior levels, in some cas- impact on their business, the mation and awareness of
es linked to specific targets for vast majority (83%) of the 495 diversity issues and practices.
each; the retention rate for companies that replied agreed This was cited as the key chal-
high calibre managers, espe- that they did. Good practice lenge by over 20% of EBTP
cially women and ethnic companies are similarly confi- respondents. The main source
minorities; and the improve- dent of the business outcomes of information on workplace
ment in employee perceptions of their diversity policies. They
diversity for all EBTP survey
of diversity issues, measured respondents is employers’
see the benefits of diversity as
against a target percent satis- almost self-evident and are organisations and networks,
faction rating in employee atti- keen to stress their commit- cited by nearly half of all com-
tude surveys. ment to diversity as a matter of
panies. They are therefore
ethics, progressive outlook andlikely to continue to play a key
Presenting the Business Case good management practice. role in the dissemination of
good practice materials and in
A key conclusion of this report However, with around half of the wider adoption of divers-
is that for those companies the companies responding to ity and equality policies and
already implementing policies the EBTP survey having yet to practices.
to promote diversity, the busi- develop diversity policies and

The Business Case for Diversity – Good Practices in the Workplace 7

This project and report on The nation in the framework of this ber States of the EU under-
Business Case for Diversity – project focused on aspects of taken in summer 2005 in
Good Practices in the Work- ethnic and racial origin, dis- partnership with the Com-
place was commissioned by ability, religion or belief, age mission’s European Busi-
the European Commission’s and sexual orientation. ness Test Panel (EBTP)
Directorate General for
Employment, Social Affairs The project builds on previous à A European conference on
and Equal Opportunities under work undertaken by the Com- the business case for diver-
the framework of the Commu- mission, most importantly the sity, to be held in late 2005,
nity Action Programme to EC study of Methods and Indi- to promote the findings of
combat discrimination (2001- cators to Measure the Cost- this report, stimulate a
2006). The project is part of the Effectiveness of Diversity Poli- debate and exchange of
Commission’s ongoing efforts cies in Enterprises (2003), practice and experience in
to promote diversity in the which made a number of key workplace diversity among
workplace and combat dis- recommendations to enable employers, companies and
crimination across the the further development of a stakeholders.
enlarged European Union. Its persuasive and credible busi-
aim was to examine and better ness case for diversity. Follow- This compendium of good
understand the business case ing on to this as well as com- practice in workplace diversity
for diversity with a view to plementing other current initia- consists of the following four
assessing what further poli- tives, including pan-European main parts:
cies, actions and recommen- campaigns promoting divers-
dations are needed at Euro- ity and anti-discrimination in à Outline of the approach,
pean Union, national, local the workplace, the Commis- methodology and selection
and business level. In this con- sion is supporting a number of criteria applied (section 2)
text, the project aimed at iden- additional activities, including:
tifying and analysing a selec- à Thematic analysis of the
tion of successful and innova- à This report on the business EBTP consultation and good
tive examples of good practice case for diversity, which is a practice research findings
in diversity management compendium of good prac- (section 3)
implemented by employers tice in the implementation
and businesses across the of diversity and anti-dis- à Conclusions and ways for-
European Union, which are crimination approaches in ward (section 4)
presented in this report. In line the workplace and the busi-
with the Community Action ness sector à Presentation of case studies
Plan to combat discrimination of good practice in work-
supporting the recent EC à A complementary survey of place diversity and anti-dis-
anti-discrimination directives existing diversity aware- crimination (section 5).
adopted in 2000, the principles ness and practices among
of diversity and non-discrimi- companies in the 25 Mem-

Methodology and selection criteria 2
Research for the Compendium à Seeking the views of compa- crimination. Both question-
utilised two broad survey nies about the actual or per- naires and in-depth interviews
methodologies. Firstly, a ques- ceived benefits for their busi- were used to identify good prac-
tionnaire survey was conduct- nesses of implementing tice examples, as follows:
ed among members of the workplace diversity and anti-
European Business Test Panel discrimination approaches. à An initial qualifying ques-
(EBTP), a panel of around 3 000 tionnaire was disseminated
businesses from the 25 EU à Finding out what companies to around 3 000 contacts
Member States coordinated by see as the main obstacles across Europe, inviting them
the European Commission (DG and barriers preventing busi- to participate in the research
Internal Market). This consulta- nesses from adopting equal- and to submit their diversity
tion allowed members of the ity measures. The survey initiatives. 121 submissions
EBTP to submit their views on therefore asked companies from companies were
workplace diversity and anti- to highlight the main chal- received.
discrimination measures via an lenges they face in this
online questionnaire. The ques- respect, and to suggest prac- à 58 companies with promis-
tionnaire was therefore circu- tical ways forward in over- ing practices were invited to
lated to around 3 000 EBTP coming these. complete a more detailed
panellist companies across the questionnaire outlining the
enlarged European Union and The second and main survey diversity initiative they pro-
online consultation was open was carried out among compa- posed to be considered for
for participation from mid-June nies of various sizes and from inclusion in the compendi-
to mid-July 2005. It elicited 798 different industrial sectors oper- um.
responses (26.6% return). Full ating in an enlarged EU to iden-
statistical results of the EBTP tify, codify and analyse exam- à On-site visits and interviews
consultation can be found in ples of ‘good practice’ in diver- were conducted with 28
Annex I to the report. sity management and anti-dis- companies to gather addi-

Whilst the questionnaire could

not be exhaustive, to respect
principles of limited length and
completion time applying in
the framework of EBTP consul-
tations, it included a number of
key areas for investigation
aimed at:

à Assessing perceptions and

awareness concerning the
concept and understanding
of diversity in the workplace.

à Finding out how widespread

diversity policies and prac-
tices are across the business
sector, and the lengths of
© Media Consulta

time these have been in


tional information about sustainability and follow-up, mensional initiatives covering
their diversity practices in investment in resources) many or all of the diversity
order to complement strands, the non-gender
detailed questionnaire infor- à Impact (results and benefits, aspects of the policy or practice
mation and validate the impact on business, the were analysed and presented.
quality and impact of the working environment and
diversity initiative. To this society) of their diversity ini- The Compendium aims to pro-
aim, both management and tiatives vide a broad spread of good
workers’ representatives practice across a range of
were consulted with regards à Addressing one or more of around ten EU Member States
to the perceptions, imple- the following five grounds of with some level of geographic
mentation and impact of the discrimination: race and eth- balance while at the same time
corporate diversity initiative. nicity, age, sexual orienta- ensuring a balance between
tion, disability, religion or companies from various sec-
The good practice examples belief. tors and of different sizes. The
subsequently selected as case level of responses to the good
studies for the Compendium, The last point covers the diver- practice survey and subse-
are those seen to have valuable sity strands addressed by the quent selection provided a rea-
experiences and insights to two EU anti-discrimination sonable balance. However, the
share with other businesses in directives (the Racial Equality level of responses and good
implementing diversity policies Directive 2000/43/EC and the practice submissions received
and demonstrating the busi- Employment Framework Direc- from companies based in the
ness case. The selection criteria tive 2000/78/EC). In this con- new EU Member States and
used essentially considered text, the research and project from southern Europe was rel-
companies’ diversity initiatives did not concentrate on gender atively low (Figure 1), and it
in terms of their: equality, which has already generally appeared that, for
been the subject of much previ- those participating, corporate
à Context (drivers, originality/ ous research. In the case of the diversity initiatives were still
innovation, measurability good practice survey this mostly focused on gender
and replicability) meant that companies with equality issues. Detailed fig-
policies and practices that were ures on geographic participa-
à Implementation (commit- solely gender specific were tion and full results on respons-
ment/leadership, strategy/ qualified out. In addition, for es to the initial questionnaire
action plan, communication, those companies with multidi- are included in Annex II.

Figure 1: Good practice survey – Geographic spread of respondents/companies per country


0 5 10 15 20 25 30 35

Thematic analysis of consultation
and Research findings 3
The analysis of the business à Measuring the impact of oping an effective equality and
case for diversity and good diversity approaches diversity approach.
practice examples was carried
out within the framework of à Key challenges in imple- The results indicate that 48%
various studies and existing menting equality and diver- of all companies in the busi-
reports into the costs and ben- sity approaches. ness sector are actively
efits of diversity, especially the engaged in promoting work-
study of Methods and Indica- place diversity and the anti-
3.1. Current situation relat-
tors to Measure the Cost- discrimination agenda in one
Effectiveness of Diversity Poli-
ing to the implemen- form or another (Figure 2).
cies in Enterprises (2003), as tation of diversity poli- Whilst less than a quarter have
well as the EBTP Consultation cies and practices well established policies and
on Workplace Diversity and procedures, many more are in
Anti-Discrimination (2005). The EBTP survey asked com- the process of implementing
panies to indicate whether or diversity policies within their
The analysis is structured not they had any diversity company. However, with the
under the following key head- policies and practices in place, other 52% of companies in the
ings: and the length of time these business sector still not engag-
have been in operation. They ing in the broad range of
à Current situation relating to were also asked to indicate strands covered by the current
the implementation of whether or not their policies legislative requirements on
diversity policies and prac- were well embedded, i.e. in equality and anti-discrimina-
tices place for more than five years, tion, there is an urgent need
or adopted more recently for all relevant stakeholders to
à Drivers for diversity policy (within the last five years). The increase their efforts in devel-
and practice questionnaire also asked com- oping awareness and expertise
panies to state whether they to spread implementation.
à Implementation of equality are currently in the process of
and diversity practices implementing diversity poli- Despite variations in the num-
cies, but with the understand- ber of responses per country
à Perceived benefits of diver- ing that more needs to be and business sector, this pattern
sity done in the process of devel- of implementation is generally
true of all countries and sectors.

There are possible differences

Figure 2: Situation in the companies relating to diversity policies in the level of adoption
and practices between old and new Member
States, but conclusions con-
6% cerning these must be drawn
with caution. A proportional
analysis of the ten countries

No policies

Well embedded policies and practices

Policies recently implemented


Implementing policies but more needs to be done

In the process of developing an equality/diversity


with the highest number of social values, and their impact operate. Indeed, the research
responses shows that the pic- on how businesses operate. found that many companies
ture is quite complex (see They know that the public has often begin to address diversi-
Annex I for fuller report). It higher expectations of how ty and inclusion by first con-
suggests that broadly speak- companies ought to do busi- sidering their fundamental val-
ing companies in northern and ness in relation to equal ues and corporate philoso-
western Europe are more like- opportunities, fair trade, ethi-phies. It is these that are trans-
ly to have diversity policies cal investment, environmental lated into statements of princi-
and practices than the new impact, impact on local com- ples and standards for imple-
Member States in eastern munities, individual human mentation. Values such as
Europe, but there are excep- rights and other social justice integrity, respect for people,
tions. Also, the overall per- issues. community and respect for the
centage of companies with individual are seen by many
well embedded policies is In response to these changes, companies as crucial to busi-
higher in Germany, The many companies are making ness success.
Netherlands, UK, and Norway, strong links between Diversity
and lower in the new Member and Inclusion strategies on the Some companies in the Com-
States like Hungary and the one hand, and Corporate pendium have been estab-
Czech Republic. However, Social Responsibility (CSR) on lished with the express pur-
whilst countries like Poland the other. Indeed, a small pose of tackling social exclu-
and Hungary have a lower per- number of companies, such as sion and disadvantage, e.g.
centage of companies with British Telecom (BT) for exam- Manchalan (Spain). Others
policies in place, a higher per- ple, have gone further and seek to be role models and
centage are in the process of specifically use the principles examples to other companies
implementation, and hence in of the UN Convention on and society in general in tack-
the process of reducing this Human Rights to guide the ling prejudices and discrimina-
regional difference in imple- way they do business internal- tory attitudes. Examples
mentation. ly, as well as how they relate include Bertelsmann AG (Ger-
to suppliers, customers, local many), which has spearheaded
communities and other stake- a high profile public awareness
3.2. Drivers for diversity
holders. campaign aimed at addressing
policy and practice negative attitudes towards dis-
Employees too have changing ability in employment.
The good practice research and growing expectations of
indicated that employers and ethical behaviour in the work- The Regulatory Case for
companies tend to adopt place, valuing work environ- Diversity
diversity policies and practices ments that promote inclusion,
for ethical, regulatory or eco- respect, openness, collabora- A broad regulatory framework
nomic reasons, or a combina- tion and equity. Good practice currently exists to promote
tion of these. The EBTP survey companies therefore seek to equality and anti-discrimina-
confirms this finding. achieve a positive company tion in the workplace. This
image in terms of equality, ranges from legal compliance
diversity and inclusion, and with EU Directives and national
The Ethical Case for Diversity believe that a commitment to legislation, to the influence of
these issues is essential for industry standards and awards.
Increasing numbers of compa- any business to be viewed as Sector regulatory agencies also
nies stress that ethical reasons modern, progressive and well play a key role in controlling
are the primary driver for managed. business conduct and repre-
adopting equality and divers- senting customer interests, as
ity practices. Simply stated, Underpinning visions and val- do individual governments that
they are taking action because ues that emphasise the cre- out-source and fund enterpri-
‘it is the right thing to do’. ation of environments that are ses on the basis of stringent
These companies are aware of equitable for all increasingly equalities standards and per-
changes in society and in influences the way companies formance requirements.

Companies are increasingly tives. However, given the high The Business Case for
mindful of the need for legal proportion of companies that Diversity
compliance and for meeting have recently implemented, or
regulatory standards with are currently in the process of The social and cultural map of
regards to equality. These are implementing equality poli- Europe has changed beyond
now almost mandatory for cies and initiatives, it is rea- recognition over the past twen-
companies seeking new sonable to infer that recent EU ty years. The greater participa-
clients, particularly in the pub- anti-discrimination legislation tion of women, ethnic minori-
lic sector where targets and has had a considerable impact ties, the elderly and people
quantifiable data relating to in promoting action in this with disabilities in the labour
their work on diversity is a respect (Figure 3). This may be market presents companies
prerequisite for many propos- particularly true in the case of with new sources of labour,
als and tenders. some countries in the but also challenges them to
enlarged EU where implemen- create environments that value
It is also important for compa- tation of the anti-discrimina- difference and operate fairly.
nies to avoid litigation, as well tion Directives could have
as the reputational risks and been viewed as a precondition These huge demographic
financial costs that employ- of membership. changes have a tangible impact
ment tribunals can involve. in determining business suc-
Additionally, the EC Study of For many companies legal cess. An ageing population in
Methods and Indicators (2003) compliance is a crucial reason many European countries, and
suggests that new legislation for adopting equality and correspondingly fewer young
should act as a signal to diversity policies and prac- people entering the labour
employers and businesses of tices. The majority of compa- market, leaves many compa-
the wider social changes, and nies however stress that it is nies facing the prospect of
changes in social expectations not a driver for implementa- labour shortages within their
on which they need to act. tion, but the desired outcome traditional recruitment pools. It
of their policies. The research is in their interests therefore to
The EBTP survey did not ask also found that most compa- seek to widen this pool by tar-
companies that have adopted nies that respond voluntarily geting groups that have not
diversity approaches whether to social changes, and that been represented within their
or not they have done so in have proactive diversity prac- workforces in the past.
response to the need for leg- tices, wish to go beyond mere
islative compliance with the legal obligations and become In addition to attracting new
EC anti-discrimination Direc- ‘best in class’. recruits from non-traditional
backgrounds, employers also
see real business benefits in
having a reputation as an
employer of choice, and hence
the ability to attract and retain
Figure 3: Launch date of diversity initiatives from Good top talent from universities and
Practice Survey
elsewhere, and possibly
improve their creativity, pro-
ductivity and competitive edge.
6% 9%

17% A Fortune magazine survey

(2004) of MBA students rated
IBM as one of the top five

< 1995

> 2000


The Business Case for Diversity – Good Practices in the Workplace 15

most desirable employers and Increasing social diversity aspiring to business leader-
one of the most quoted rea- also has a direct impact on the ship in this respect.
sons was IBM’s focus on an development of new products
inclusive workplace. Similarly and market segments. In In PricewaterhouseCoopers’
Volvo Car Company and Tetra terms of the benefits of diver- guide to equality and diversity
Pak in Sweden also cite high sity initiatives, many employ- ‘Looking at People from Differ-
rankings by Swedish universi- ers maintain that the diversity ent Perspectives’, Kieran
ty students. Other companies of their R&D personnel results Poynter, its UK Chairman,
suggest that cultural diversity in more diverse thinking, and sums up the variety of rea-
and an international focus are hence in broader and more sons and drivers for change in
also a key attraction in the creative portfolios of new the following case for diversi-
retention of staff. product opportunities. ty within the firm:

The increasing diversity of There are several reasons why

In response to the question of
European citizens and resi- diversity is important to the
whether diversity initiatives
dents has been matched by a firm; I believe that each of
have had a positive impact on
corresponding change in cus- these reasons, on its own, is
their business, 83% of the 495
tomer tastes, needs and justification enough for ensur-
companies in the EBTP survey
lifestyles. In this context it is ing we promote an inclusive
that replied answered posi-
beneficial for companies to culture and so manage diver-
tively compared with 17% that
have employees who can pro- sity for the benefit of both our
felt that they do not (Figure 4).
vide appropriate services and people and the firm. But put
solutions to customers from Conclusion them all together and I believe
diverse customer back- the case for diversity is com-
grounds. This is particularly Companies rarely act on the pelling:
important for companies with basis of just one driver alone.
international business opera- Although many of the case à It is just plain right; behav-
tions. study examples in the Com- iour that discriminates on
pendium adopted equality any grounds is inconsistent
The aims of companies oper- policies mainly for ethical rea- with our core values
ating in such contexts is to sons, they still expect their
provide a broad cultural mix efforts to produce business à Managing diversity is also
to service the needs of diverse benefits. The research also about gaining competitive
clients, and to ensure that no found that these companies advantage in the market
one is discriminated against are keen to go beyond legal place
on any grounds. compliance, in many cases
à Retaining people makes
sound business sense

à We have to review our tra-

Figure 4: The impact of diversity initiatives on business ditional resource models in
the light of fundamental
demographic changes
Do diversity intiatives have a positive impact on your business?
à This shift is being mirrored
17% in the workforces of our
clients who, in turn, are
starting to demand the
same from their suppliers




à Managing diversity and cre- Such approaches also address
a p p r o a ch e s . A d d i t i o n a l l y,
ating a culture of inclusion research findings suggest that diversity issues on an inclu-
are essential ingredients to managers’ behaviour towards sive and multi-faceted basis.
building a sustainable busi- diversity can have a direct Examples include the ‘Effort-
ness for the future. impact on employee produc- less Inclusion’ philosophy and
tivity. Independent research procedures of BT that are seen
by the University of Sheffield as encapsulating a maturity of
3.3. Implementation of
into the diversity initiatives of thinking derived from over a
equality and diversity Royal Mail (UK) indicated that decade of addressing equality
practices the more positive senior man- and diversity issues. The ini-
agers are towards diversity, tiative ensures that an under-
Successful implementation of the greater their team mem- standing of inclusion informs
diversity policies and prac- bers’ levels of job satisfaction everything BT does. This
tices depends on a number of and organisational commit- includes human resources
key organisational factors. ment. Many companies recog- policies and practice, product
Companies that manage nise this and increasingly development and ensuring
this well approach diversity include diversity as an inte- that product and service
and equality as a culture gral part of their leadership designers are informed about
change process, using lessons standards. the needs of the future users
learned about managing of their products and services.
change to ensure success. The wide variety of diversity It also incorporates a supply
practices currently undertaken chain initiative, ‘Sourcing with
These lessons include defin- by employers and businesses Human Dignity’, to ensure that
ing a clear case for action, fall under three main types of its equality and ethical busi-
building leadership commit- policy and strategy focus: ness principles permeate
ment, establishing infrastruc- across all areas of its external
ture to support implementa- All encompassing diversity operations.
tion and communicating policies and initiatives
diversity and inclusion princi- These programmes and
ples to staff, customers and At Unilever for example, this approaches seek equality not
other stakeholders. In such is described as looking just in terms of representation
companies, business owner- through a diversity lens in and enhanced productivity.
ship and accountability for everything we say and do. In Many aim at complete organi-
diversity and inclusion goals practice this encompasses a sational culture change,
are built into strategic frame- statement of values and com- reflected in some of the titles
works that include goal set- mitments, list of actions, tan- of the initiatives submitted as
ting, allocation of funding and gible structures for implemen- part of the research, such as:
resources, performance meas- tation and strong manage- Diversity Transformation Ini-
urement and accountability ment accountability. It also tiative (Booz Allen Hamilton),
that taps into business includes providing guidance Living Diversity (Deutsche
rewards/recognition process- and planning frameworks to Telekom Group), Diversity and
es. Diversity in these compa- enable the development of Inclusiveness Process (Royal
nies is a business-wide con- targets and strategies, as well Dutch Shell), Diversity Jour-
cern, rather than being HR- as monitoring and regular ney (Intel Ireland Ltd), Doing
owned without involvement reporting against diversity tar- Well by Doing Diversity
from other business func- gets. For companies operating (APCO). Dow Europe for
tions. across many countries, such example sums up this holistic
comprehensive strategies approach towards diversity
Active senior leadership com- cover individual, business management as: thinking, act-
mitment and the engagement division, company-wide and ing and working together in
of managers at all levels country plans, supported by a ways that ensure the impact
are vital for the successful global strategy and regional of difference is positive.
implementation of diversity diversity boards.

The Business Case for Diversity – Good Practices in the Workplace 17

A number of companies as its core objective, that it Whilst more companies are
included in the Compendium mainstreams in all its activi- developing all encompassing
are excellent examples of suc- ties. More than 90% of its and holistic approaches to
cessful enterprises estab- workers are disabled. diversity and inclusion, some
lished and operating along choose to prioritise particular
the principles of diversity and Likewise, more than 70% of diversity strands depending
inclusion in everything they Coco-Mat’s employees are on their local contexts or inter-
do. Diversity practices hence refugees from the former ests. Examples included in the
represent the mainstream val- Soviet Union or Turkey. The Compendium represent both
ues and activities of compa- company employees repre- individual diversity initiatives
nies such as Coco-Mat sent 13 nationalities and 9 reli- concerned with just one spe-
(Greece) and Manchalan gions, and Coco-Mat express- cific strand, as well as exam-
(Spain) amongst others. ly targets recruitment from ples of targeted approaches
what it terms ‘special skilled’ toward addressing a specific
Manchalan is a manufacturing groups, i.e. those who face priority within an overall com-
company specifically set up as discrimination on various prehensive diversity strategy.
a partnership between the grounds such as race, class,
social and industrial sector to ethnicity, religion, caring Goldman Sachs International
address the economic exclu- responsibilities, disability, etc. is an example of a company
sion of people with disabili- whose equality and diversity
ties. Whilst focusing on the Single initiatives concerning practices cover all the main
integration of people with dis- specific diversity strands grounds of discrimination, and
abilities as a specific strand, which has received wide-
Manchalan does not see its Company practices vary wide- spread recognition for its
work in terms of a particular ly in relation to the focus of effort in the areas of ethnicity,
initiative or programme, but their diversity approaches. gender and sexual orientation.
The case study of good prac-
tice from the company is how-
ever based on a specific initia-
tive, the Disability in Action
Taskforce, the aim of which is
to place disabled individuals
in successful internships, and
to raise the profile of disability
in the workplace.

The Compendium also

includes examples of specific
initiatives by an employment
organisation, such as the Dis-
ability & Skills Programme
launched by Adecco to enable
enhanced vocational skills
development for people with
disabilities, coupled with
awareness raising activities
aimed at employers. Compa-
rable examples include major
disability initiatives of compa-
nies like Bertelsmann, IBM,
Pfizer and L’Oreal.
© Cocomat

The research also revealed

many examples of good prac-

tice across other specific diver-
sity strands, notably age and
ethnicity. Age related initiatives
are a response to what many
companies see as the biggest
corporate challenge in the EU –
demographic change. The
‘Seniority’ initiative at Danfoss
(Denmark), and ‘Getting Older,
Thinking Younger’ at Pfizer
Deutschland are good exam-
ples of policies and practices
that seek to ensure that no one
is discriminated against on the
grounds of age.
© Dublin Bus

The aim of these policies is to

encourage young people to
join their companies, and
ensure that older people programmes that involve process of widening their
already employed remain access to education/training, equality approaches, and
rather than seek early retire- practical work experience and transferring skills and experi-
ment. Companies also want to mentoring. Examples of such ence gained through the
ensure that they retain the initiatives include a training implementation of gender
experience of senior employ- scheme by Yorkshire Forward, policies and practices to other
ees and hence encourage and an internship programme areas of diversity. Lufthansa,
exchanges between older and called ‘I have a dream’ for the for example, started with gen-
younger employees. Practice hiring of ethnic minority der diversity initiatives in the
approaches also focus on cre- trainees by Deutsche Bank. 1970s with the support of
ating flexibility for senior Like many other companies, the works council. In 2000,
employees in the content of TPG Post (Netherlands) has a the Executive Board initiated
jobs, work hours, forms of comprehensive integration the current broader diversity
retirement, retraining and programme for ethnic minor- programme. All managers
health matters. ity trainees, which includes throughout the company are
language teaching, practical now responsible for imple-
Many examples of initiatives work experience and mentor- menting and practicing diver-
specifically targeted towards ing of potential employees. sity. Deutsche Telekom is
ethnic minority employees This is followed by a tempo- another company that has
and potential employees have rary job contract and further launched a comprehensive
been highlighted by the professional/vocational, skills diversity policy entitled Living
research. One example is tar- and language education. Once Diversity, which builds on pre-
geted recruitment activities, fully trained and deemed suit- vious initiatives that were pri-
such as the graduate recruit- able, candidates are then marily aimed at gender issues.
ment programme by Linklaters offered contracts for unlimited Within this it has a particular
(UK). They adopt a multi- periods. focus on age in recognition of
agency approach involving the ageing population in Ger-
universities, community asso- Widening existing policies to many and other European
ciations and employers’ net- cover a broader range of countries in which it operates.
works to enable ethnic minor- diversity areas However, the policy also
ity graduates to access jobs in embraces the other three
the legal profession. A large number of companies grounds of discrimination, as
have been addressing issues well as being implemented
Most initiatives involving ethnic of gender for some time. Many globally across all its business
minorities are positive action of these are now in the operations.

The Business Case for Diversity – Good Practices in the Workplace 19

3.4. Perceived benefits of respect diversity and practice Diversity policies that con-
diversity anti-discrimination, busines- tribute to the creation of envi-
ses are very aware of the need ronments that promote
to achieve active employee respect and inclusiveness are
Whilst the aims and projected support for their equality ini- seen by many companies as
benefits of diversity policies tiatives. essential to business success,
and approaches vary consider- helping to attract high quality
ably, companies tend to see The EBTP consultation high- recruits and reduce operating
improvements on a number of lighted discriminatory atti- costs through lower staff
key fronts, including: effecting tudes and behaviours in the turnover and absenteeism.
culture change; improving workplace as a key obstacle in Based on independent
workforce diversity and cultu- promoting diversity approach- research into the conse-
ral mix; enhancing market es and practices. For many quences of bullying and
opportunities; external recog- companies therefore, strate- harassment, Royal Mail (UK)
nition and image. This is gies to raise awareness and for instance estimates that it
reflected in the functional understanding about diversity has achieved a £7m saving
areas that their diversity initia- issues and policies is a funda- from the introduction of anti-
tives are targeted towards mental part of the process of bullying and harassment poli-
(Figure 5). implementing equality initia- cies and procedures.
tives. This desire to raise
Effecting culture change and awareness and win ‘hearts and TNT, which has a global busi-
enhancing organisational capital minds’ is evident in the titles ness network, has a worldwide
and slogans of many company diversity and inclusion strategy
In line with the importance diversity programmes. Exam- with many examples of good
companies increasingly place ples include: ‘Everyone is Wel- practice across its different
on shared corporate values come at Tesco’, ‘Open Minds, businesses. TNT Austria, which
and philosophy, the efforts of Open Markets’ (UBS), ‘Getting has won a number of diversity
many companies focus on Older, Thinking Younger’ (Pfizer awards, calculates that as a
achieving lasting culture Deutschland), and ‘Success result of effective management
change. In promoting organi- Through Inclusion’ (Barclays of diversity and inclusion, it
sational environments that PLC). has seen a reduction of yearly

Figure 5: Areas covered by diversity initiatives

To which of the following areas does the diversity initiative relate?

Termination restructuring outplacement


Product and/or service development

Customer service

Marketing and communications

Area covered

Community engagement and outreach

Employee networks

Policies and procedures

Strategy implementation

Leadership development talent management

Employees' development & promotion

Recruitment selection retention

Organisational factors

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Percentage of respondents

staff turnover from 25% in 2000 Improved communication emphasised in earlier sections
to 10% in 2003, and a similar capabilities in turn enhance the of the report. Indeed, resolving
reduction in absenteeism. It ability to foster shared cultures, labour shortages and recruiting
has also saved €15 000 in taxes norms and values across com- and retaining high quality staff
from the employment of dis- panies and groups of compa- from diverse backgrounds are
abled employees. nies. Similarly, diversity and key reasons for companies to
inclusion practices are credited implement diversity policies.
Communication programmes with having a beneficial impact More than 40% of all the com-
and awareness raising cam- on improving managerial panies in the EBTP survey gave
paigns aimed at staff and cus- styles, skills and performance this as the primary business
tomers accompany many ini- in areas such as communica- benefit.
tiatives. Increasingly, compa- tion, people management, goal
nies also conduct annual setting and planning. Achieving greater workforce
employee attitude surveys that diversity is a key aim for many
seek to assess the views and Improving workforce diversity companies. The EBTP consulta-
opinions of staff on equality and cultural mix – human capital tion highlighted the fact that
and diversity issues, as well as benefits increasing access to a wider
to measure changes in staff labour pool and developing the
perceptions/satisfaction with A highly skilled, innovative and ability to attract and retain high
company policies and prac- diverse workforce is important quality employees
tices. for business success, as has from diverse
b e e n
Changes in wider society and
in labour and product mar-
kets are often accompanied
by increasing diversity, and
require companies to adapt. To
achieve sustainable growth, it
is imperative for businesses to
become skilled at managing
and harnessing the full poten-
tial that diversity can offer. One
of the pioneers of comprehen-
sive change management in
the face of diversity is Royal
Dutch Shell, which has a three-
level diversity and inclusion
management programme to
facilitate its change process.
The programme focuses on
systematic change, and is
underpinned by a belief that
change must occur simultane-
ously at personal, interperso-
nal and organisational levels.

Some companies have found

that initiatives to implement
and embed diversity policy and
practices have a wider knock-
on effect and cultural impact,
by improving communication
and information-sharing chan-

nels across companies.

The Business Case for Diversity – Good Practices in the Workplace 21

backgrounds is one of the lighted some of the targeted Some companies in countries
most important reasons for positive action strategies or sectors facing severe
companies to adopt diversity aimed specifically at under- labour shortages have signed
policies and practices (Fig- represented groups such as trade agreements with foreign
ure 6). Some companies also ethnic minorities and disabled and local labour departments
suggest that increasing their people adopted by many com- to hire and train specific num-
recruitment efforts to target panies, including: supporting bers of workers from abroad.
particular communities has access to work experience, Grupo Vips (Spain) for exam-
resulted in an improved stand- vocational skills training and ple has such arrangements
ing within those communities access to higher education. with countries including
at a much wider level. Romania, Bulgaria, Morocco,
Internal human resources poli- Ecuador, Columbia and the
To achieve such changes in cies that support recruitment Dominican Republic. It sup-
their staffing profiles, compa- aimed at increasing workforce ports such recruitment efforts
nies undertake a wide range diversity often complement with preparatory training for
of initiatives. These include such outward facing activities. potential employees, often
specially targeted advertising In some companies person done in their countries of ori-
to reach disadvantaged and specifications have been gin, and which includes teach-
socially excluded communi- changed to try to actively wel- ing Spanish. The company
ties, and the establishment of come and attract diversity, for stresses that once recruited,
partnerships with community instance, by requiring appli- these foreign workers are
and statutory agencies to cants to have an open outlook, guaranteed equal opportuni-
enhance their recruitment the ability to speak more than ties in all aspects of their
efforts, as well as to support one language, cross cultural employment and further
local/regional social and eco- experience, ecological sensi- development.
nomic development goals. tivity, commitment to equal
The previous section high- opportunities, etc.

Figure 6: Perceived benefits of diversity

Based on your experiences and/or expectations, which of these benefits can a diverse workforce bring to business?
(number of respondents)

Access to new labour pool

Benefits related to company’s reputation

Commitment to equality and diversity

as company values

Innovation & creativity

Improved motivation & efficiency

Legal compliance

Competitive advantage

Economic effectiveness

Marketing opportunities

Enhanced customer satisfaction


0 50 100 150 200 250 300 350 400

Some employment compa- issues, building leadership/
staff. These include: anti-bully-
nies, like Manpower, Randstad ing policies, flexible working managerial commitment and
and Adecco also play an and home working policies, skills, language and integra-
important role in supporting grievance, complaints and tion programmes for migrant
their business customers’ safety at work policies and workers, fair recruitment,
efforts to increase workforce procedures, together with selection and appraisals
diversity and address the recording and management processes, and change man-
under-representation of disad- information systems to meas- agement programmes. Many
vantaged groups. They all ure progress against equality companies also provide man-
have innovative and proactive goals. agers with a series of perform-
initiatives to address social ance planning frameworks,
exclusion, enhance skills A large number of pro- diversity checklists and tool-
development and bridge the grammes are also aimed at kits to support them in policy
gap between employers and employee development and implementation.
diverse communities. For awareness raising to cover a
example, Randstad, which has broad spectrum of staff devel- A diverse workforce with high
consistently been rated as one opment needs. These include: quality people skills also helps
of the best employers in Bel- diversity awareness training, companies to more easily
gium for the past three years, cross cultural competence and accommodate the demands of
has a special Diversity Divi- exchange programmes, leg- their diverse customer base,
sion that encourages employ- islative and compliance improving customer service. It
ers to apply the principles of
equality in their recruitment
procedures, as well as helping
companies to realise the
potential benefits of diversity.

Multinational companies in
particular are seeking to
enhance their global manage-
ment capacity through initia-
tives to ensure they attract and
retain a diverse and culturally
competent workforce able to
work across national, linguistic
and cultural boundaries. They
are also seeking to recruit
employees representing local
communities and country con-
texts at all levels of operations
and management.

As well as improving work-

force diversity, companies
also need the skills to effec-
tively manage it and create
environments that ensure
respect and equity for all.
Companies have responded to
this need by implementing a
range of human resource poli-
© Adecco

cies and programmes aimed

at enhancing the work envi-
ronment and experience of

The Business Case for Diversity – Good Practices in the Workplace 23

also provides additional visually impaired customers, Button Telephone. Originally
resources for accessing new such as the Internet Driver’s designed by an employee who
markets and market intelli- License (IBM Germany) and had arthritis, it has found a
gence. Many companies cur- voice texting (BT). The Internet wider customer base, attract-
rently support a range of spe- Driver’s License is a talking web ed to its ease of use as com-
cial interest employee resource browser that helps overcome pared to the increasingly
groups to improve two-way barriers to accessing particular smaller alternatives available
communication processes, and technologies by enabling peo- in the marketplace. Similarly, a
to assist companies in their ple with visual impairments to Volvo car designed by women
consultation and information surf the Internet and communi- has had wide cross-over
seeking strategies. cate electronically by e-mail. appeal because of its many
Similarly, the BT product user-friendly features, original-
Enhancing market opportunities enables them to access the text ly designed with women driv-
function on mobile phones by ers in mind. These companies
Diversity strategies to enhance allowing them to send and see such inclusive thinking
market-related benefits aim to receive SMS (text) messages in and approaches simply as a
achieve better market segmen- voice format. matter of good design that
tation and improved customer makes it possible for everyone
satisfaction. They also aim for Some companies like Bertels- to use a product.
an increase in repeat business mann have initiated and
and referrals to potential new developed unique practical Depending on their sector of
customers through existing working and living aids to ben- business, good practice com-
satisfied clients and cus- efit people with disabilities in panies also contributed a
tomers. their working environment. wide range of examples of tar-
These aids are also made geted marketing campaigns
Companies committed to available to society in gen-
diversity see many opportuni- eral. Another
ties for expansion of their such example
services and products. is BT’s Big
Research for the Compendium
uncovered a range of exam-
ples of targeted marketing and
product developments aimed
at increasing revenue by cater-
ing for new market segments
and traditionally excluded
groups. Some of these devel-
opments aim to enable more
people to access existing
products and services. For
socially progressive compa-
nies, such initiatives are not
driven solely by the desire to
increase revenue, but with a
commitment to tackling social
exclusion and disadvantage
faced by particular groups.
They also contribute to
enhancing the company’s
image and making them more
attractive to society in general.
© Bertelsmann

© Bertelsmann

Examples include the design

and marketing of products for

with strong diversity and diversity values and commit- nal networks and forums, and
inclusion messages, to pro- ments. But beyond that, it is for their senior leaders to
mote uptake of their products also equated by some compa- speak externally at confer-
and services by particular nies with revenue savings ences, employer networks, to
groups such as the elderly, equivalent to the advertising the media and to other plat-
women, gays and lesbians, costs of marketing campaigns. forms concerned with equality
and ethnic minorities. These and diversity.
include Tesco’s introduction of External recognition and image
multicultural food ranges in The Compendium highlights
different neighbourhoods to Good practice companies the activities of companies
meet local customer food recognise the importance of that positively seek to
preferences and Deutsche corporate image and reputa- embrace their social responsi-
Bank’s retail banking unit’s tar- tion, and undertake a wide bilities. As a media company,
geted marketing campaign to range of outward-facing activi- Bertelsmann used its capacity
increase its gay and lesbian ties and initiatives that help and communications infra-
customer base. The bank raise their external standing in structure to launch an initia-
achieved a directly traceable society, and contribute to an tive to raise internal and exter-
profit and business success understanding of the principles nal awareness, and promote
with its pilot in Berlin, and is and values they wish to project. education about disabilities
now in the process of extend- within the company and
ing the campaign to other Such external activities among the public at large. It
major cities in Germany. Oth- include developing partner- estimates that 64 million peo-
er examples include the Dove ships and links with academic ple watched the TV spots that
soap marketing campaign by and research institutions, par- formed part of its campaign.
Unilever, underpinned by a ticipating in research studies Similarly, Grupo Santander
clear diversity philosophy and and benchmarking exercises, (Spain) sees its support of
message, which resulted in a entering for equality and marketing campaigns around
700% increase in sales of the diversity recognition awards, social issues (Red Cross, Doc-
product line. philanthropic giving to tackle tors without Frontiers,
social exclusion, supporting UNICEF) as an important part
Coco-Mat and Manchalan both access to education and train- of its effort to enhance its cus-
show that applying equality ing opportunities, sports tomer base and corporate
and diversity principles to development activities, pres- image.
mainstream industrial per- ence/sponsorship of commu-
formance is compatible with nity festivals and financial
3.5. Measuring the impact
business success. Since its support to NGOs and the char-
creation in 1999, Manchalan itable sector.
of diversity approaches
has increased its revenue from
€332 475 to €2.7m, and its Good practice companies also One of the key challenges
staff from 56 to 236 in external validation of identified by companies in
Similarly, Coco-Mat, founded their diversity efforts, using relation to addressing work-
in 1989 by three former diversity awards as an impor- place diversity is the difficulty
refugees, has grown dramati- tant form of external recogni- of measuring the results of
cally and has a current tion. They are often keen to diversity policies. The EBTP
turnover in excess of €12.3m enter their companies for a survey found little evidence of
and stores in Greece, a num- broad spectrum of these systematic monitoring or
ber of other European coun- awards, and to measure their evaluation of the progress
tries and China. progress against the various and benefits of diversity (Fig-
standards and levels of per- ure 7).
Media coverage in general is formance set by them.
seen as essential in helping This may be because it is diffi-
raise the public profile and Many good practice compa- cult to measure the full impact,
image of businesses by pro- nies also stress the impor- including the intangible and
moting their equality and tance of participating in exter- long-term benefits, of diversi-

The Business Case for Diversity – Good Practices in the Workplace 25

ty initiatives when they may ment systems are not in wide- An example of good practice is
be only one of many other fac- spread use except in the the Global Diversity Network - a
tors contributing to overall largest multinational compa- network of global companies
improved corporate perform- nies. Companies which do use that include Dow Chemical,
ance. them tend to place a great deal Shell, BP, Deutsche Bank,
of emphasis on internal and Unilever, Kraft Foods, Philip
However, a number of models external benchmarking, and Morris, Barclays and Tyco -
and frameworks for measur- on the value of effective moni- aimed at assisting member
ing the costs and benefits of toring systems to enhance companies in integrating and
diversity in ways that take their demographic knowledge measuring equality, diversity
account of both tangible and concerning their markets and and inclusion within their busi-
intangible factors already local communities. These ness processes through the
exist. These include the Har- same companies also stress sharing of information and best
vard Balanced Scorecard1, the the value of effective monitor- practice. A key output from this
European Quality Model2 and ing in helping them make a has been the Global Diversity
the Measurement Framework case for action by providing and Inclusion Benchmarking
for Diversity developed as part vital information about work- Survey developed jointly by
of the EC Methods and Indica- force and customer make-up, members and diversity consult-
tors study. as well as demonstrating their ants Schneider~Ross. Struc-
commitment towards effective tured around 14 goals that
All these models and frame- implementation of equality describe the ideal organisation
works recognise the complex and diversity policies. In most in terms of global diversity and
interplay of cause and effect, business environments there inclusion, this assessment tool
and the relationships between is a perception that ‘what gets enables members to assess
inputs, intermediate outcomes measured gets done’, espec- their performance both against
and overall business perform- ially when measurement of the 'ideal' and their peer com-
ance. The models combine progress is linked to manage- panies within the network -
qualitative and quantitative ment performance and thereby identifying the steps to
approaches, and take account appraisal. Monitoring and further accelerate progress and
of the links between processes evaluation is thus seen as best practice.
that drive performance and extremely important in sig-
the results of strategy. nalling the company’s strate- Shell’s own internal Diversity
gic and financial priority to and Management Framework is
Such comprehensive business employees. also a good example of an
and performance manage- interconnected framework that
allows managers globally to
own, lead on and monitor
diversity and inclusion process-
Figure 7: Monitoring and evaluation es. Its emphasis is on putting
diversity and inclusion at the
heart of all its business process-
Is there a regular monitoring and evaluation of the diversity initiatives to measure es with a greater accountability
their results and impact? for results at business, country
and individual levels. Its Vision
31% and Standard Policy includes
statements of commitments
and a list of actions that each
business must formally under-
take. It also provides managers



with a Standard Planning Tem- Such goals or performance à Establishment of employee
plate to support business lead- measures are accompanied by skills databases and talent
ers in integrating and main- a wide range of monitoring pools to measure staff
streaming equality and diversi- activities that include: mobility and progression
ty into core processes. Whilst it
provides consistency, the à Employee surveys to assess à Inclusion of equality and
framework also allows imple- employees’ attitudes and lev- diversity perspectives in all
mentation discretion at local els of satisfaction, as well as normal business reviews, as
and business level, and is to identify any particular well as specific equality
accompanied by two annual areas for further investiga- considerations such as
formal performance monitoring tion and potential action equal pay reviews
à Ongoing consultations with à Monitoring the numbers of
Whilst only a minority of com- employee networks and bullying and harassment
panies have comprehensive resource groups complaints, and the speed
target setting, measurement with which these are
and evaluation processes in à Workforce profiling including resolved
place, many companies under- ethnicity, nationalities, reli-
take a range of goal setting and gions, languages spoken, à Calculation of costs to the
monitoring activities to support gender and age mix to business through sickness
their diversity approaches. enable identification of par- absence and tribunal cases
Some common performance ticular areas of under-repre-
indicators used by companies sentation, as well as to à Monitoring the results of
to guide their progress include: enable comparisons against exit interviews by gender,
local area demographics ethnicity, etc.
à Increase in the representa-
tion of women, disabled peo-
ple and ethnic minorities,
especially at senior levels, in
some cases linked to specific
targets for each

à Retention of high calibre

managers – especially
women and ethnic minorities

à Improvement in the percep-

tion of minority and majority
groups in the company
around diversity issues –
measured against a target
percent satisfaction rating in
employee attitude surveys

à Involvement in business
standards and processes,
and other quality models
(like the UK’s Investors in
People Standard) that help
companies to adapt manage-
ment frameworks and bench-
© Media Consulta

marks for their own require-

ments concerning equality
and diversity performance.

The Business Case for Diversity – Good Practices in the Workplace 27

3.6 Key challenges in widespread adoption of poli- grounds of workforce diversity
implementing equality cies and anti-discrimination effectively.
and diversity legislation. Addressing the
information and awareness Companies were also asked to
needs of companies is an indicate what their existing
important first step forward, and/or preferred sources of
The EBTP questionnaire asked as is better guidance and sup- information and help on these
companies to indicate what port to companies on proces- issues is. Approximately half
they felt to be the most diffi- ses for monitoring and meas- of the responding companies
cult challenges and barriers to uring the results of diversity pointed to employers’ organi-
implementing adequate equal- policies and practices. Around sations and networks, fol-
ity and diversity practices in 45% of companies participat- lowed by other businesses
the workplace. Foremost ing in the EBTP survey con- and companies as their main
amongst the barriers suggest- firmed this need by indicating information sources. 25% felt
ed is the lack of information that awareness-raising activi- that national governments are
and awareness, followed by a ties in the field of workplace an important source, and 13%
lack of understanding and diversity are in their view thought the EC has an impor-
expertise in developing and insufficient and that more tant role in this respect. The
implementing an equality and needs to be done. majority of responding com-
diversity approach. Various panies would prefer to receive
other reasons also prevent The survey has highlighted more information through
companies from doing this. that companies are further employer networks and organ-
These range from not being behind in addressing issues of isations in preference to all
able to see any particular com-religion and belief, and sexual other sources.
petitive advantage, to follow- orientation than other areas of
ing recruitment policies and diversity. This may be due to a
considerable lack of aware-
practices that are solely quali-
fications based, and hence ness about how businesses
assumed to ensure everyone should respond to these
has an equal chance. The fol- issues compared with others
that have been raised for
lowing figure (Figure 8) details
a range of challenges high- some time. Information, guid-
lighted by the survey. ance and awareness-raising
about these ‘new’ equality
These findings indicate that strands requires concerted
there are clear areas for fur- effort if businesses are to
ther action to promote more begin to address these

Figure 8: Challenges in addressing workplace diversity

Commitment of leadership
9% 10%
Difficulty measuring results
12% 22%
Discriminatory attitudes and behaviours

Financial resources

Lack of information

Specific skills/expertise required



Conclusions and Ways forward
Companies are making steady their diversity policies. They the dissemination of good
progress in the implementa- see the benefits of diversity practice materials and
tion of diversity and equality as almost self-evident and should be encouraged to
policies in Europe with about are keen to stress their com- provide a regular output of
half of those taking part in the mitment to diversity as a relevant information, ensur-
EBTP survey saying that they matter of ethics, progres- ing that it meets the needs
either have initiatives in place sive outlook and good man- of all companies in all Mem-
or are in the process of devel- agement practice. ber States.
oping and implementing
them. While it is true that the à Of the main benefits of à Small and medium-sized
business case for diversity diversity that were high- enterprises that often lack
may still be at an early stage of lighted by companies in the the resources of their larger
development in the region and EBTP survey and good prac- counterparts are a particular
a powerful case for investment tice companies, the main focus of attention for aware-
in workforce diversity policies one is access to a new ness-raising, as are compa-
may still need strengthening, labour pool and the likeli- nies in southern Europe and
this report showed positive hood of attracting and the new Member States,
results in some areas and indi- retaining high quality which were poorly repre-
cated possible ways forward. employees. It was the single sented in the surveys car-
highest scoring benefit ried out for this report. In
Business case for diversity among EBTP respondents, the EBTP survey, only 7% of
cited by 42% of companies. responses were from south-
à There is a considerable level Others benefits include ern European and 23% from
of activity in the promotion good community relations new Member States.
and implementation of and enhanced corporate
diversity policies across the image and reputation. à Given the openness of com-
business sector and more panies that took the time
multi-dimensional divers- Awareness raising essential and effort to participate in
ity and anti-discrimination this diversity exercise,
approaches are emerging, à Half of the companies in the many others should be will-
with the majority of good EBTP survey have yet to ing to share their experi-
practice companies embrac- develop diversity policies ences and expertise to
ing all six grounds of dis- and practices and point to extend good practices more
crimination. the lack of information and widely, in particular in areas
awareness of diversity of diversity that are seen to
à EBTP survey companies are issues as their biggest chal- be difficult to address, like
convinced about the busi- lenge. religion and belief and sexu-
ness benefits of diversity. al orientation.
When asked whether diver- à The main source of informa-
sity initiatives have a posi- tion on workplace diversity à The European Year of Equal
tive impact on their busi- for all EBTP survey respon- Opportunities for All in 2007
ness, the vast majority dents is employers’ organi- will be an ideal opportunity
(82%) of the 495 companies sations and networks, cited to promote the business
that replied agreed that they by nearly half of all compa- case for diversity, providing
did. nies. an impetus for further
action by employers in com-
à Good practice companies à Employers’ organisations, bating discrimination and
are similarly confident of therefore, are likely to con- promoting workplace diver-
the business outcomes of tinue to play a key role in sity.

Organisational change and the internal experts and con- Measuring and monitoring need
role of human resources sultants, with accountability urgent attention
for equality and diversity
à According to the EBTP sur- delivery resting with man- à Nearly 70% of EBTP compa-
vey, the single most impor- agers and leaders. To nies that have or are imple-
tant area that diversity poli- encourage action, they are menting diversity policies do
cies cover is human increasingly linking divers- not have systematic meas-
resources management ity competences and per- urement or review mecha-
(recruitment, retention, formance targets to nisms in place for their
selection, etc.), which was appraisal and rewards diversity initiatives. How-
cited by about 55% of com- processes for managers. ever, many of the good prac-
panies. Given the problems tice companies have a range
that many companies will à Good practice companies of monitoring and feedback
face in future in attracting have extensive internal cul- processes to allow them to
and retaining quality new ture change programmes take an organisational pulse
recruits, human resources for senior leaders and staff check on equality and diver-
will no doubt remain a key to address significant obsta- sity matters.
focus. cles such as discriminatory
attitudes and behaviours. à While a range of models and
à Many good practice compa- These include awareness- frameworks for setting indi-
nies are developing raising activities aimed at cators and measuring diver-
approaches that encourage fostering greater under- sity performance already
business-wide ownership standing of the benefits and exists, the challenge is to
of diversity and perform- practices of diversity in the promote wider application of
ance management. These workplace and beyond. such tools across businesses
view Human Resource and that have adopted diversity
diversity specialists as policies.

Case studies – Good Practice in
Workplace Diversity 5
Adecco ....................................................................................................................... 32

Air Products ................................................................................................................ 33

Bertelsmann . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

BT (British Telecommunications plc) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

COCO-MAT ................................................................................................................. 36

Danfoss ...................................................................................................................... 37

Deutsche Bank . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Deutsche Telekom ........................................................................................................ 39

Dublin Bus .................................................................................................................. 40

Ford ........................................................................................................................... 41

Goldman Sachs ........................................................................................................... 42

Grupo Vips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

IBM ............................................................................................................................ 44

Manchalan .................................................................................................................. 45

Randstad Belgium . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Royal Dutch Shell ........................................................................................................ 47

Tesco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

TNT n.v. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Volvo Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Company Name No. Employees: Website
ADECCO 5 000 (France), 30 000 (global),
up to 700 000 temporary staff per
day (global)
Country Primary Business
France / Europe Turnover: €17.2 billion (global) Recruitment and career services

Title of Initiative Disability & Skills Programme

The Disability & Skills initiative was initially launched within Adecco Specific Grounds:
in France in 1986 to facilitate the access of persons with disabilities Disability
to the labour market. Following the success of the programme in
France, it has been extended to Spain, Italy, Belgium, the Nether- Country(ies) scope:
lands, the UK and Switzerland, and will be further extended to other
France, Spain, Italy, Belgium,
European countries in 2005. The programme promotes equality of
Netherlands, UK
opportunities only on the basis of personal skills, qualities and expe-
rience. The objective is to identify and provide work opportunities
matching candidates with disabilities, whilst also helping develop Launch date:
additional skills to ensure sustainable employment. 1986 in France
2000 across Europe

A dedicated Business & Disability coordination team was set up in Highlights

à Implementation in
2004 at international level to manage the implementation and results
of the programme across the group. It is headed by a Corporate
six EU Member States
Social Responsibility/Disability & Skills project director at group lev-
el working in collaboration with a team of project leaders responsi- à Non-discrimination and
ble for programme implementation at national and local levels. The disability inclusion training
coordination team ensures the transfer of know-how and main- to all staff
streaming of disability inclusion throughout Adecco’s major business à Skills gap training offered
units. to disabled candidates to
help ensure long-term
Internally, compulsory induction training on non-discrimination and
disability inclusion is provided to managers and staff to ensure à Access to work for
understanding of corporate diversity values and personal engage- 9 578 persons with
ment in the policy’s implementation, and to help them deal with disabilities at European lev-
potential cases of discrimination. Evaluation of the diversity pro- el in 2004
gramme includes monthly, quarterly and yearly monitoring and
reporting on the achievements and number of people with disabili-
ties at work. Disability is not an obstacle to
Results Jérôme Caille, CEO Adecco
Adecco sets targets and objectives relating to the work placement
and employment of people with disabilities. In 2004, it facilitated
access to work to 9 578 persons with disabilities across Europe, an
increase of 9% compared to 2003, exceeding its own targets. The Dis-
ability & Skills initiative has brought organisational cultural change in
a previously hostile environment through demystification of disabili-
ty in the workplace. The programme benefits from the support of staff
and temporary staff, disabled and non-disabled, and creates
enhanced satisfaction amongst staff and clients. The commitment to
disability inclusion has been a key factor in Adecco winning calls for
tenders with some clients.

Company Name No. Employees: Website
AIR PRODUCTS 5 500 + (Europe)
20 000 (global)
Country Turnover: €1.8 billion (Europe) Primary Business
UK / Europe and worldwide Industrial gases, chemicals,
equipment and services
Title of Initiative Valuing Diversity

Founded more than 60 years ago, Air Products serves customers in Specific Grounds:
technology, energy, healthcare and industrial markets worldwide. Diversity training across all
However, its success was complicated by some prejudicial attitudes grounds
leading to a feeling of exclusion and low contribution from some
valuable staff, before a training and awareness diversity programme Country(ies) scope:
called Valuing Diversity began in 2001.

The programme has seen improvement in staff progression and a Launch date:
trained and more effective workforce. It includes awareness training, 2001 ongoing
supported by posters to reinforce the learning from diversity work-
shops and ‘Coffee talks’ to explain the overall initiative and its local Highlights
à Over 5 300 staff trained in
implementation. Regular diversity reports appear in employee mag-
azines and corporate Intranet sites. Diversity leadership teams in
diversity across a large
each major business or region drive change towards an environment
number of EU country
in which every employee can contribute fully and feels valued and
included. Employee networks, have been set up, for example Gay
and Lesbian Empowered Employees (GLEE), Ethnically Diverse à Active employee-driven
Employees (EDEN) and All Asian Americans at Air Products. mentoring programme and

The increased awareness has transformed the organisation and cre-

ated an environment encouraging a significant number of local initia-
So I will continue to foster tol-
tives, typically related to improving communication, inclusion, build-
erance, understanding,
ing trust, improving teamwork and cultural awareness. This has been
respect, integrity and an open
achieved through the development of unique training methods tai-
working environment. These
lored for each individual country and allowing for its social and cul-
are essential components of a
tural context. Over 5 300 employees have now been trained across
modern, high-performing cor-
poration and fundamental to
retaining and nurturing talent-
Results ed people.
In France for instance, a newly formed logistics team used the con-
Bernard Guerini, President,
cepts of team integration, acceptance and mutual learning to achieve
Air Products Europe
a forecasted €600 000 productivity improvement (exceeding a
€450 000 target). Also specific efforts to recruit and accommodate
Muslim employees in the Maurepas Depot have improved the stand-
ing of the company in the local community. In Spain, employees cre-
ated a succesful diversity internet site and information posters, intro-
duced a mentoring programme and training for managers, engaged
in self assesment and in recruiting from the local community. The
overall initiative has led to a positive impact on the working environ-
ment, shifts in management style and enhanced worker innovation
Europe wide.

Case studies 33
Company Name No. Employees: Website
BERTELSMANN 76 260 (global), 27 500 (Germany)

Turnover: €17 billion (global)

Country Primary Business
Germany / Global Media

Title of Initiative Making a Commitment to People with Disabilities – Dismantling


Spurred by the European Year of Disabled People in 2003, Bertels- Specific Grounds:
mann has implemented a diversity initiative that is increasing inter- Disability
nal and external awareness about disabilities in the workplace while
at the same time providing support for its own disabled employees
Country(ies) scope:
in Germany. Bertelsmann’s premise was simple: When given appro-
priate tools and an inclusive working environment, disabled people Germany
are as capable as their non-disabled colleagues of enhancing the per-
formance of the company, employee motivation and loyalty. Launch date:
2002 ongoing
Communications to raise awareness were extensive but a crucial
turning point was a panel discussion in 2003, broadcast live over the
intranet to all Bertelsmann’s German employees, giving them the à 4.3% of employees are dis-
chance to question the company’s proposed disability initiative. The abled, nearly double the
panel, all supporters of the project, included Bertelsmann’s chief 2002 figure
executive, its head of HR, the group representative for the disabled à Successful disabled
and workers’ representatives. apprentices offered job for
Bertelsmann has since used its position as a creative media compa- à Advertising campaign
ny to broaden awareness of the skills and capabilities of disabled about disabled people
people. For example, it has produced TV commercials aimed at break- reaches 52 million EU TV
ing down misperceptions about people with disabilities broadcast by viewers
Bertelsmann companies across the EU, reaching an estimated 52 mil-
lion viewers.
People with disabilities should
The company has also generated ideas for innovative aids to help not only have the same
disabled employees. They include a wheelchair that helps physically opportunities as their col-
disabled people to stand and a car that gives wheelchair users mobil- leagues without disabilities –
ity without having to leave their wheelchair. These products have they should also receive the
increased the well-being and efficiency of disabled employees and full support of their employ-
their loyalty to the company. ers.

In addition, Bertelsmann has a human resources policy that requires all Gunter Thielen, Chairman of
vacancies within the German operations to be open to disabled people. the Executive Board and Chief
It also has an apprenticeship programme for disabled people that is Executive Officer, Bertelsmann
among the first in Germany to offer successful apprentices a job for life.

At present 4.3% of Bertelsmann’s German workforce is disabled, near-
ly double the 2002 figure. This number is expected to rise as the com-
pany’s reputation as an equal opportunities employer increases and
as more disabled people are moved to apply for advertised vacancies.
Non-disabled employees have also benefited from the disability initia-
tive, being better informed about disability and more willing to coop-
erate inside and outside the company with disabled colleagues.

Company Name No. Employees: Website
BT / British Telecommunica- 102 000 (UK)
tions plc
Turnover: £18.6 billion
Country Primary Business
UK / Global Communications/ICT

Title of Initiative Effortless Inclusion

BT is a leader in the communications industry, confident of its ability Specific Grounds:

to communicate to a diverse and multicultural Britain. Successful Ethnicity, religion/belief,
mainstream advertising has consistently featured a diverse range of disability
people including those with disabilities and from a variety of ethnic
backgrounds. One result suggests that £217m revenue was retained Country(ies) scope:
by BT as a result of an advertising campaign featuring an ethnic
UK, Europe
minority engineer that launched BT’s drive to increase the use of
Launch date:
2000 ongoing
At the heart of BT today is a philosophy called Effortless Inclusion,
which represents BT’s thinking about equality and diversity developed Highlights
à Percentage of ethnic minor-
in the last 20 years. During this time, BT has been convinced of the
business benefits of a diverse workforce and diverse audiences, and
ity workers promoted is
has integrated an understanding of inclusion throughout the compa-
higher than their represen-
ny, from employment policies to product development and customer
tation in the associated tal-
service. Effortless Inclusion is research driven, influenced by future-
ent pool
gazing and underpinned by sophisticated demographic analysis,
enabling BT to collect data about changes in its workforce composi- à £217m revenue retained as
tion and customer base. This information has helped to develop con- a result of a broadband ad
cepts such as spoken text messages for the visually impaired. campaign

BT has also trained over 600 volunteer diversity coaches to deliver a

At BT we will only be able to
variety of diversity packages to their peer groups. There are a num-
deliver innovation, ensure
ber of successful employee networks representing, amongst others,
excellent service and provide
disabled, ethnic minority, gay, lesbian, bisexual and transsexual
the range of products that will
employees and those who follow a range of beliefs and religious tra-
drive our business forward if
ditions. These networks provide feedback and information to design-
we have a workforce that is
ers and marketing during the product design phase, as well as sup-
every bit as diverse as the
porting employee communities.
customers we serve.

Results Ben Verwaayen, Chief

Executive Officer, BT Group
As a result of its diversity initiative, the percentage of people promot-
ed in BT who are from ethnic minorities is higher than the represen-
tation of people from ethnic minorities in the associated talent pool.
BT also has a high number of female and ethnic minority graduates.

In addition, BT’s policies enable over 10 000 people to work flexibly

from home. Employee attitude surveys show that these employees
are more efficient and deliver more profit to the business. Results
indicate 2% less absenteeism than the UK average and home work-
ers are 7% happier than site-based colleagues. Flexible working also
enables employees to take more responsibility in their local commu-

Case studies 35
Company Name No. Employees: Website

Turnover: €12.3 million

Country Primary Business
Greece Manufacturing and retailing

Title of Initiative Special Social Groups

From its foundation in 1989, Coco-Mat’s vision has been to build a Specific Grounds:
company that is committed to equality of opportunity. At the begin- Ethnicity, religion/belief,
ning, the founders believed that recruiting, training and developing disability
people without discrimination, was the best and right way to run a
company. Today, after years of steady growth and high levels of both
Country(ies) scope:
employee and customer satisfaction, Coco-Mat has shown that it is
also a profitable way. Greece

Launch date:
The company, which makes mattresses, bed linen and furniture in a fac-
1989 ongoing
tory at Xanthi, recruits from a wide base but focuses on ‘special social
groups’. These are people who have been subjected to racial, ethnic or
religious discrimination, who are disabled or who have large families to
support. At present, Coco-Mat’s workforce comprises 13 nationalities Coco-Mat employs:
and nine religions. About 70% of employees are refugees from the for- à 13 nationalities
mer Soviet Union and Turkey, and a further 12% are disabled. à 9 religions
It achieves:
à High customer satisfaction
The company is known locally and internationally, helping it to attract
new recruits and accounting for the large number of unsolicited
résumés it receives each year. When interviewing potential employ- à High employee satisfaction,
ees, Coco-Mat is as interested in their personality, commitment, low staff turnover
behaviour and ecological awareness as it is in their qualifications and à Increased product develop-
work experience. ment through its diverse
New recruits are given language training (if needed) as well as skills
training. Importantly, they are also encouraged to suggest ideas for
improving the business. Coco-Mat believes that by involving people When I first joined Coco-Mat
in the decision-making process about its future it is capitalising on they helped me become what
the total knowledge and creativity of the company while at the same I am. Now I am happy and
time fostering a cooperative working environment. This leads to inno- enjoy living in Coco-Mat’s
vation (about 30% of the company’s new products are based on ideas world.
from employees in special social groups) and to motivated and con-
tent employees. Christos Kipriotis,
employee of 2005

The results of Coco-Mat’s corporate philosophy, which combines
equal opportunities with a democratic management style, are seen
internally and externally. Staff turnover is low because people are
proud of the company. Absenteeism is close to zero because people
enjoy their work and are treated fairly.

Customer satisfaction with Coco-Mat’s products and service is very

high and in 2003, was recognised when it won the European Founda-
tion for Quality Management’s European Quality Award. In addition,
the company continues to grow.

Company Name No. Employees: Website
DANFOSS Approx. 18 000 (global), 14 000
(Europe), 6 000 (Denmark)
Country Primary Business
Turnover: €2.2 billion
Denmark Mechanical and electronic com-
ponents and controls

Title of Initiative Age Diversity

For about 25 years, Danfoss has considered age as an integral part of Specific Grounds:
its human resources management policy, initially in support of its Age
efforts to provide a non-discriminatory work environment in compli-
ance with Danish, European and global laws and guidelines. Howev-
Country(ies) scope:
er, the prospect of changing demographics and workforce ageing
(the average age of Danfoss employees is about 40 years) led to a Denmark
comprehensive revision of the company’s age-related programmes
under the slogan, Continuous Learning & Development Irrespective Launch date:
of Age. Re-launched 2002, ongoing

Every employee over 55 years of age is eligible for participation in
the programme which is voluntary. The programme is part of the à Danfoss signs European
annual employee development and performance appraisal consulta- Declaration of Businesses
tions and is based on value creation and mutual flexibility. It includes against Exclusion (1995)
a broad range of activities and tools, such as: an HR policy compo- à Awarded annual Age Diver-
nent; a guide to age diversity; management communication, guide- sity Award for is age diver-
lines and empowerment; employee development consultations; ori- sity programme (2003)
entation meetings for employees and their spouses; and individual
coaching and development.

Danfoss strives to act in a

In addition to the employee and his or her manager, the key actors socially responsible way. Thus
are: corporate HR and business unit HR, psychological advisor, pen- we have signed the UN Global
sion advisor, legal advisor, and training and development resources. Compact and we are imple-
Moreover, the age programme options include flexible schemes such menting the principles in all
as job sharing, flexible retirement and freelance consulting assign- our internal policies and
ments. guidelines. Therefore any kind
of discrimination due to race,
Results gender, age and religion is
Although the age initiative was initially received with some scepticism
among older employees, Danfoss launched a company-wide campaign Ole M. Daugberg,
to promote it, emphasising its mutual benefits and reinforcing the value Corporate Vice President
of older employees. As a result, it is avoiding unnecessary loss of vital Communications & Reputation
corporate skills. A key factor to successful implementation of the initia-
Management, Danfoss A/S
tive was (and still is) the genuine commitment of management. Several
articles and success stories in the Danish press have featured senior
Danfoss employees.

Case studies 37
Company Name No. Employees: Website
DEUTSCHE BANK 65 400 (global), 27 000 (Germany)

Turnover: €21.9 billion (global)

Country Primary Business
Germany / Global Financial services

Title of Initiative Global Diversity at Deutsche Bank – Target Group Marketing

to Diverse Groups

Deutsche Bank aims to foster an inclusive work environment in which Specific Grounds:
all employees can contribute their full potential. To achieve this, it set Sexual orientation
up a global diversity team in 1999 to supports various initiatives,
such as talent and development initiatives, employee networks and Country(ies) scope:
diversity training. However, it initially received a reserved response
Germany, Italy, Spain, UK
among business managers. Only when the team started to connect
diversity with the business did managers become more open to dis-
cussion. Launch date:

Today at Deutsche Bank, senior managers of each business division Highlights

à Employee networks raise
act as diversity champions. Diversity management workshops are
held for all managers who are also required to set personal diversity
diversity awareness
objectives. Members of the diversity team now work as business
consultants to the business divisions, helping them to analyse data, à Gay and lesbian marketing
develop projects and monitor their impact. One project that is being campaigns generate ten-
undertaken with Deutsche Bank’s retail banking business in Germany fold return on investment
is targeting potential gay and lesbian clients with the aim of gaining à Max-Spohr prize winner in
market share by positioning the bank as an open-minded and empa- 2002
thetic financial services provider.

The project started in Berlin in late 2003 when Deutsche Bank began Diversity is key to our busi-
placing advertisements in a gay and lesbian magazine. The advertise- ness growth. Our success is
ments gave the names of people to contact, providing the bank with driven by our ability to lever-
an opportunity not only to sell its services but also to gauge individ- age and manage our diversity
uals’ responses to the campaign. Internally, Deutsche Bank has gay in order to create outstanding
and lesbian employee networks in Germany, the UK and the US, and solutions for our clients.
it is arguable that the gay and lesbian marketing activities would not
have been considered without their influence. Dr. Joseph Ackermann,
Chairman of the Group
Executive Committee,
Externally, Deutsche Bank supports gay and lesbian advocacy groups Deutsche Bank
and the Christopher Street Day gay pride parades held annually in
German cities. In 2002, its commitment to diversity was rewarded
when it won the Völklinger Kreis (Federation of Gay Managers) Max-
Spohr prize.

Deutsche Bank is succeeding in its target marketing activities in
Berlin, attracting new clients and sales revenues. Encouraged by this
response, the retail banking business decided to launch a similar gay
and lesbian marketing campaign in Hamburg in 2004. Together the
Berlin and Hamburg projects have generated a ten-fold return on the
initial investment. More recently, projects have been started in
Cologne and Munich.

Company Name No. Employees: Website
DEUTSCHE TELEKOM 243 000 (global), 162 000 (Ger-
Country Primary Business
Turnover: €57.9 billion (global)
Germany / Global Telecommunications

Title of Initiative Living Diversity

Over the past few years, Deutsche Telekom has undergone major Specific Grounds:
change, expanding overseas while at the same time rationalising its Age
domestic operations. What is emerging is a company that is more
international (present in 65 countries and employing a third of its
Country(ies) scope:
staff outside Germany) but with an ageing workforce, particularly in
Germany, where continued efforts to cut personnel costs are slowing Germany initially, globally
the recruitment of young people. later

Launch date:
To address these developments, Deutsche Telekom launched a com-
1995 (equal opportunities)
prehensive diversity policy in November 2004 that builds on previous
2004 (group diversity policy)
initiatives that were primarily aimed at gender equality issues. The
policy is promoted from the top, approved and supported by trade
unions and workers councils, and welcomed by employee networks. Highlights
à Age manager appointed
à Marketing activities target
One of the main aspects of the policy focuses on age diversity, par-
ticularly the rising average age of company employees (currently 42 over 50s
years), mainly in Germany but also in Italy and Hungary. This chal-
lenge has led Deutsche Telekom to become a founder member of the
New Quality of Work Initiative (INQA), a venture between the German We are a company that
Government, social partners and business to find solutions to the respects diversity and work-
demands of tomorrow’s world of work, one of which is ensuring peo- place equality. A commitment
ple remain employable into and beyond their 50s. to equal opportunities and
diversity is an integral part of
Aligned with this initiative, Deutsche Telekom is sponsoring free our corporate culture and the
courses about the internet across Germany for people over 50 years group’s human resources
of age to help ensure they are aware of and able to use this impor- strategy.
tant technology. At the same time, it is running a marketing cam-
paign offering internet access products specifically designed for old- Dr. Heinz Klinkhammer,
er people. The company has also recently appointed an age manager Member of the Board
who is working closely with the group’s diversity team to further responsible for Human
develop its age diversity strategy. Resources, Deutsche Telekom

Since 2004, Deutsche Telekom has provided free Internet courses to
more than 42 500 over 50s, contributing to the recent high growth in
home-based Internet access among the over 50s in Germany and to
Deutsche Telekom’s continuing strong sales in Internet service provision.

The company’s employees are supportive of the age initiative and

have responded well to a new mentoring programme, enabling
Deutsche Telekom to match every trainee with a mentor who is over
40 years of age and to preserve valuable knowledge and experiences.
Staff members are also taking advantage of voluntary health aware-
ness programmes.

Case studies 39
Company Name No. Employees: Website

Turnover: €177.5 million

Country Primary Business
Ireland Public transport

Title of Initiative Equality & Diversity Programme

Dublin Bus employs staff from over 50 different countries and has a Specific Grounds:
high public profile as a state-funded company that is proactively pro- Ethnicity
moting diversity and equality and an intercultural workplace. Its com-
mitment to diversity and inclusion started in 2001 when the compa- Country(ies) scope:
ny conducted an Equality Review to understand and analyse its posi-
tion. This prompted strategic action with the launch of an Equality
and Diversity Action Plan in 2003.
Launch date:
2001 ongoing
The plan’s priorities, objectives and actions are set in relation to dig-
nity and respect at work, recruitment and positive action, ethnic Highlights
à High level of worker satis-
diversity, disability, training and participation, work life balance as
well as marketing and advertising. In particular, the plan has led to
the introduction of specific internal policies (e.g. Equality & Diversity
policy, Dignity & Respect, Intercultural Workplace Policy). à Success of the diversity
programme highlighted in
à Listed as a Company of
Working groups involving management, staff and trade unions are
active on many diversity issues. One such group is the Intercultural
Best Practice by the Equali-
Working Group that involves staff and bus drivers from different ori-
ty Authority
gins and ethnic backgrounds. It has initiated various projects to raise
awareness and promote an intercultural workplace both internally à Increase in number of can-
(e.g. policy on intercultural workplace, training for trainers for select- didates from ethnic minori-
ed staff to deliver intercultural training in induction courses) and ties, older people and peo-
externally (e.g. an annual all nations gaelic football match). ple with disabilities

An Equality and Diversity panel of 40 trained employees from vari-

ous grades and locations has also been set up to act as a resource to We believe that the principles
the working groups and as diversity champions in the workplace, of equality and inclusion
communicating diversity objectives to other staff and bus drivers at enhance the efficiency and ful-
different work locations. filment of our employees,
empower us to meet the
changing needs of our cus-
Results tomers and connect us to the
The diversity initiative has significantly enhanced the external corpo- entire community that we
rate reputation of Dublin Bus, as well as its internal people manage- serve.
ment skills and good practice in human resource processes. Since
2001, the success of its Equality & Diversity Programme has been Joe Meagher, Managing
highlighted in the Irish media. The Equality Authority in Ireland has Director, Dublin Bus
also listed Dublin Bus as a Company of Best Practice in relation to its
intercultural workplace. Dublin Bus has a high level of worker satis-
faction, and employees report the company as an employer of choice
which has led to increasing numbers of job applications from ethnic
minorities, older people and people with disabilities.

Company Name No. Employees: Website
FORD (incorporating GB, 14 000 (UK)
Europe and Jaguar LandRover)
Turnover: $26.5 billion (Ford of
Country Primary Business
UK / Europe Car Manufacturing

Title of Initiative Dignity at Work

In 2000, Ford set up a diversity team to drive diversity into the busi- Specific Grounds:
ness. The team adapted the Commission for Racial Equality’s racial Sexual orientation, ethnicity,
equality standard to create a Diversity Equality Assessment Review religion/belief
(DEAR), a systematic procedure to ensure a complete internal audit
and setting of achievable goals. Each of Ford’s ten factories in the UK Country(ies) scope:
underwent a diversity review and, as a result, four specific areas for
UK and 21 other European
action were identified. They were: the development of a Dignity at
Work (DaW) programme to help ensure everyone feels included and
respected; a new diversity training programme; review of recruit-
ment and selection processes; and a corporate citizenship and com- Launch date:
munications strategy. 2000 ongoing

à Systematic Diversity Equali-
In 2002, Jaguar also set up a diversity team, conducted its own diver-
sity audit and developed a strategy similar to that at Ford that includ-
ty Assessment Review
ed a DaW programme.
ensuring ongoing audits
and setting of achievable
Ford’s diversity training programmes were developed with a range of goals
partners to target individual learning styles, and include modules for à Diversity training pro-
shadowing, mentoring and e-learning. They are supported by trade gramme for managers and
unions. A top-down, bottom-up approach is used that is holistic and staff
à Increased awareness and
inclusive. All managers are required to set personal diversity objec-
tives, which are linked to their performance appraisal.
commitment of staff to cor-
porate diversity goals
Ford has set up robust structures to monitor workforce data and
develop individual staff. It also sponsors employee networks that act
as information points and lobbying groups for members, as well as
We want to be the Brand of
providing market development panels and focus groups for Ford.
Choice. This means we must
Ford’s Gay, Lesbian or Bisexual Employees (GLOBE) group is an
understand the needs of all
example of a network that has brought new business to the compa-
communities in which we
ny and helped Ford to diversify its customer base. GLOBE in the UK
operate. We are strongly com-
has hosted the Gay Pride Festival for the last three years which has
mitted to a diverse workforce
resulted in a 24% increase in Ford product purchase consideration by
that reflects these communi-
ties and strengthens our busi-
Lewis Booth, Chairman
Since 2000, Ford has made progress on 97% of diversity-related
and CEO, Ford of Europe
objectives and initiatives. In Jaguar Land Rover, all managers and
8 000 staff have been trained in DaW, with the remaining staff due to
be trained by 2006. In Ford, employee attitude surveys show a 10%
increase in awareness among those participating in DaW training.
The diversity initiatives have impacted positively on workers’ per-
ceptions of the company with 82% of staff supporting diversity efforts
and 62% being honoured to work for Ford.

Case studies 41
Company Name No. Employees: Website
GOLDMAN SACHS Approx. 20 000 (global)

Turnover: $4.55 billion (2004 net

Country Primary Business
UK / Global Investment banking, securities
and investment management

Title of Initiative Disability in Action Taskforce

Goldman Sachs provides a range of services to a global diverse client Specific Grounds:
base that includes corporations, institutional investors, governments Disability
and individuals. Its human face is less well known. Goldman Sachs
has profited from the contributions of its diverse workforce and from Country(ies) scope:
four employee networks. The work undertaken by the Gay and Les-
bian network has ranked the company seventh in the 2005 UK top
100 employers by Stonewall. The Asian Professional Network and the
firm-wide Black Network have hosted many events including suc- Launch date:
cessful symposia for potential ethnic minority recruits. Complemen- 2004 ongoing
tary to the work of these networks is a Disability in Action Taskforce.
à Initiative championed by
The Disability in Action Taskforce at Goldman Sachs works across
senior leaders and staff vol-
three areas: accessibility, communication and awareness, and
recruitment and retention. Its work is supported by a CEO-appointed
Disability Champion and some fifty commmitted staff volunteers à Partnerships with several
who help implement business plans for set projects. As a result, the disability organisations
profile and awareness of disability in the workplace has been raised à Enhanced awareness and
exponentially through a series of speaker events, CEO communica- commitment of staff to dis-
tions, publications and partnership with external organisations (such ability
as the Employers Forum on Disability, Scope, Prospects, Blind in
Business and AbilityNet).
Raising awareness and under-
Under the banner Disability in Action, high profile events were held standing of the needs, priori-
including a presentation given to the company in December 2004 on ties and potential of people
Aspergers Syndrome by the President of the National Autistic Soci- with disabilities is a key ele-
ety. Other internal projects have included a workshop on disability ment of our diversity strategy.
for recruiters and the showcasing of the latest e-accessibility soft-
ware for the workplace. Trevor Smith, Managing
Director and Disability
Champion, Goldman Sachs
One of the most successful projects around disability has been Gold-
man Sachs’ partnership with Prospects, the employment agency of
the National Autistic Society, which resulted in paid internships for
individuals with Aspergers Syndrome. Since 2003, there have been
12 placements and one of the interns developed an invaluable tech-
nology programme that is still in use. Goldman Sachs is now moving
forward with a new initiative for visually impaired people working
with Action for Blind People.

There have been many benefits to the organisation, and those who
have been involved in the Disability Action Taskforce and worked in
teams with the interns have reported enormous satisfaction and pro-
ductivity from creating a more inclusive environment.

Company Name No. Employees: Website

Turnover: €305 million

Country Primary Business
Spain Restaurants and retailing

Title of Initiative Diversity as an Opportunity

Grupo VIPS is a fast growing restaurant and retail company that has Specific Grounds:
introduced a diversity initiative to meet one of its most important Ethnicity
strategic objectives which is to expand to 450 establishments in 2007.
This is more than double the number of outlets the company had in Country(ies) scope:
Spain at the end of 2004 and will require a staff increase of a few
thousand people.
Launch date:
Recruiting these numbers in Spain is difficult because fewer young 2001 ongoing
people are interested in starting careers in the restaurant and retail
business, often preferring further education and the prospect of more Highlights
à Grupo VIPS is meeting
qualified positions. Grupo VIPS solution, developed in 2001, is a
diversity initiative that centres on hiring from a much broader talent
ambitious growth plans by
pool. The company has signed agreements with the labour depart-
expanding its recruitment
ments of Bulgaria, Poland, Romania, Morocco, Colombia, Ecuador
and the Dominican Republic, not only to hire people from these
countries but also to train and develop them. It is one of the first com- à The result is a multicultural
panies in Spain to adopt this approach. company where staff loyal-
ty and motivation are
Foreign recruits are offered the same job opportunities, the same
salary and the same training as their Spanish counterparts. Crucially,
they are also guaranteed a full-time contract of employment while
still in their home country. To make the transition to Spain easier, Diversity, as well as being one
Grupo VIPS finances Spanish language training in the recruits’ coun- of our five corporate princi-
try of origin and, in some countries, basic job training. Once in Spain, ples has also become part of
recruits are given further training and an introduction to life in the our business strategy and it is
country to help their social integration. In addition, Grupo VIPS is our contribution to achieve a
introducing programmes to increase understanding between differ- globalised society based on
ent ethnic backgrounds, religious traditions and nationalities. equality of opportunity.

Miguel Angel Garcia Andrés,

Results Manager Human Resources,
Since the beginning of 2001, Grupo VIPS has hired 2500 people from General Manager, Grupo VIPS
the seven countries in its diversity initiative. In 2005, it will recruit 650
more. These members of staff are proving to be more loyal, more
conscientious and more sales oriented than group employees con-
sidered as a whole. Staff turnover, for example, is about 1.4% a
month among foreign recruits compared with 3.3% for the company
as a whole (the restaurant industry average is about 12%). Foreign
recruits are also interested in a career in the restaurant business, pur-
suing more education and training in order to progress. At present, a
third of restaurant managers are foreign compared with 23% in 2003.

Case studies 43
Company Name No. Employees: Website
IBM 94 000 (EMEA), 330 000 (global)

Turnover: €96 billion (global)

Country Primary Business
Europe Middle East and Computer and technology,
Africa (EMEA) business and professional
Title of Initiative EMEA Diversity & Inclusion

IBM’s Diversity & Inclusion policy aims to create an inclusive work- Specific Grounds:
place for people of any race, age, gender, culture, nationality, reli- Sexual orientation,
gion, physical ability and sexual orientation. In Europe, Middle East disability
and Africa, a specific diversity and inclusion strategy was launched in
2003 that included diversity goals in the areas of: disability; gay les- Country(ies) scope:
bian, bisexual and transgender (GLBT); and cultural diversity. Six full-
Europe, Middle East and
time staff are responsible for implementing the strategy, supported
Africa (EMEA)
by a diversity council, comprising five taskforces, which outline year-
ly objectives and chart progress. Separate country councils help to
ensure the diversity objectives and policies are implemented across Launch date:
IBM’s local operations. 2003

à GLBT employee network
IBM employee initiatives include GLBT network groups in Austria,
Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg,
groups in 12 EU countries
Netherlands, Spain, UK and Slovakia. In 2004, IBM launched its first
EMEA GLBT Empowerment Conference in the UK with around 200 à Increase in the hiring of
employees from 15 countries. This initiative is ongoing. Externally, people with disabilities by
IBM also promotes GLBT equality and collaborates with various 152% in 2004
GLBT organisations. à Innovative products for
people with disabilities
developed by IBM Accessi-
IBM’s diversity policy is also strongly focused on implementing equal
bility Center and disabled
opportunities for people with disabilities. An ‘academic partnership’
initiative involving the academic world and disabled students in
Europe was launched in 2003 aimed at removing the barriers for peo-
ple with disabilities to equal access to higher education. The ultimate
aim is to integrate people with disabilities not only in the company D&I are about attracting peo-
but also in business and society in general. ple from a wide range of back-
grounds and perspectives –
and making IBM a place
Results where everyone feels confi-
The awareness and commitment of IBM managers and employees to dent and able to contribute to
diversity issues has been enhanced significantly. Employee network their full potential. And that
groups and diversity training have resulted in a change of mindset, has direct impact on our abili-
especially with regards to sexual orientation issues. Similarly, men- ty to serve client needs and
torship and internship for disabled students have helped reduce mis- deliver results.
conceptions about the performance of people with disabilities and
create a better understanding of the barriers they face. In 2004 IBM David Cornick, Vice President,
hired 152% more people with disabilities than in 2003. IBM

IBM’s diversity strategy has also resulted in the development of inno-

vative products and services for people with disabilities by IBM
Accessibility Center and teams led by disabled employees (e.g. IBM’s
talking web browser for individuals with visual impairment).

Company Name No. Employees: Website

Turnover: €2.7 million

Country Primary Business
Spain Manufacturing

Title of Initiative Manchalan – Integration of people with disabilities

Manchalan, a small manufacturing company based in Guadalajara, Specific Grounds:

was set up in 1999 by a Spanish cooperative and non-profit founda- Disability
tions to meet two significant challenges. One was to supply the
world’s leading domestic appliance company with top quality com- Country(ies) scope:
ponents and the other was to provide safe and stable employment
for as many disabled people as possible.
Launch date:
From the start, the venture had a sound business base. Mondragón 1999 ongoing
Corporación Cooperativa, Spain’s seventh largest industrial group,
was considering how to give a better service to one of its customers Highlights
à Revenue has increased
(Electrolux) by moving component production closer to it. It was also
interested in the social implications of the project. After meetings
with Fundosa Grupo, which helps create employment for the dis- from €332 000 in 1999 to
abled, and Grupo Gureak, which is experienced in setting up work- €2.7 million in 2004,
exceeding expectations
shops for people with disabilities, the partners agreed to a joint ven-
ture to provide employment and social integration for people with à Staff has increased from 56
disabilities. in 1999 to 204 employees in
May 2005, 186 of whom are
More than €7 million was invested in Manchalan’s plant which makes
plastic components, cabling and industrial assemblies. Each of the
production areas is designed, using Grupo Gureak and Fundosa’s
Before being employed at
expertise, to accommodate people with disabilities. This is achieved
Manchalan, I was a totally
by breaking down the production process into simple steps and
dependent person and was
ensuring that work is not passed to employees too quickly or in too
spending some hours a day in
large quantities (because most workers have mental disabilities).
an Occupational Center. I did
not have any autonomy and
Disabled people, most of whom are unemployed or in care of occu- had never worked before.
pational centres, are recruited from the region with the help of local Since I joined Manchalan, I
social services groups. Employees receive extensive advice and live independently in a flat
training not only about their specific jobs and responsibilities but shared with friends and take
also about the workplace. The training is ongoing. my own decisions, as any-
body else.
Results Employee of Manchalan
Manchalan has exceeded its founders’ expectations, showing that
commercial and social objectives can be combined while making a
profit. Since 1999, the company has increased its revenues from
€332 000 to €2.7 million in 2004 and the number of staff from 59 to
204 at present. The number of workers with disabilities has grown
from 56 to 186 in 2005, with 140 now having permanent contracts
with the company. Of the 186 disabled employees, 112 have mental
disabilities, 51 have physical disabilities and 23 have sensory disabil-
ities. They represent 16% of all workers with disabilities in the Castil-
la-La Mancha region.

Case studies 45
Company Name No. Employees: Website
RANDSTAD BELGIUM 1 200 permanent staff, 22 500
temporary staff on a daily basis
Country Primary Business
Turnover: €675.8 million (BeLux)
Belgium / Worldwide Staffing agency

Title of Initiative Randstad Diversity

A leader in providing placement services and one of Belgium’s Specific Grounds:

biggest employers, Randstad works with a large variety of client Ethnicity, age
companies and candidates of different needs and characteristics. In
order to promote the employment of all its candidates and remedy Country(ies) scope:
any inequalities in their chances to find a job, Randstad has set up a
special division to develop specific projects on diversity.
Launch date:
The diversity division encourages employers to apply the principle of 2002
equality in their recruitment procedures and helps them to become
aware of, and to realise, the benefits of diversity. Building on an analy- Highlights
à Tailored projects for disad-
sis of the needs of both candidates and clients, Randstad develops tai-
lored solutions in the form of small locally-based projects. The proj-
vantaged groups
ects typically involve training and coaching for candidates, and sup-
port for the client in the form of awareness-raising and practical tools à The diversity philosophy is
for equality. Due to its success, Randstad’s diversity programme has put into practice both inter-
grown significantly and in 2004 almost 1 000 candidates from target nally and externally
groups found employment through the different diversity projects. à Multi-dimensional business
case: a win-win situation
for all stakeholders
Randstad works closely with both the client companies and other
involved in the projects
local actors in developing and implementing projects. For example,
it has been a driving force in the EQUAL project Paradox, which is
aimed at increasing employment of persons over 45 and of ethnic
minorities in the Antwerp region. The objective was to find place- Randstad strives for optimal
ments for disadvantaged candidates in local SMEs and the main out- profit, not for maximal profit.
put was the development of tools for awareness-raising and guid-
ance on diversity for both employers and recruiters. A follow-up proj- Stef Witteveen, CEO,
ect is envisaged. Randstad Belgium 1999-2005

Randstad sees the business case for diversity as multi-dimensional,
encompassing benefits not only for the company but also for its
major stakeholders. The projects developed under the framework of
Randstad Diversity reflect this vision and holistic approach. The proj-
ects are designed to produce a win-win situation for all partners, with
clear benefits for clients, candidates, the company, society and the

Randstad’s diversity philosophy and projects have contributed to

high percentages of employee satisfaction (98%), and to high num-
bers of temporary workers who would recommend Randstad (97%).
The competitive advantage of this level of satisfaction is clearly visi-
ble in the company’s continuous growth in market share in the past
few years.

Company Name No. Employees: Website
ROYAL DUTCH SHELL 112 000 (global)

Turnover: $337.5 billion (global)

Country Primary Business
Netherlands / UK / Global Energy and petrochemicals

Title of Initiative Shell Group Diversity and Inclusiveness Process

Shell has been committed to diversity and inclusiveness since 1997 Specific Grounds:
but over the past three years it has developed a management frame- Sexual orientation
work that is helping business and country leaders to more easily
develop diversity plans and deliver tangible results. The framework Country(ies) scope:
includes: a vision; a standard that defines diversity expectations;
Netherlands, UK
three targets measuring the number of women in the group, the
nationality of local leaders and workplace climate; a planning tem-
plate; and two annual processes to monitor progress. As a result of Launch date:
the framework, in 2004, 90% of country chairs worldwide (and 97% of 1997 ongoing
EU chairs) said diversity plans were in place, as well as processes to
chart their progress, compared with only 65% in 2002. Highlights
à 72% of employees say dif-
ferences in cultural back-
At the workplace level, change is also evident with 72% of employees
grounds and lifestyles are
saying in Shell’s 2004 employee survey that differences in cultural
backgrounds and lifestyles are respected in the company. This is
reflected in the increasing number of employee networks that are à Employee networks recog-
being formed and receiving support from Shell. In the Netherlands nised as key to bottom-up
and the UK, for example, gay, lesbian, bisexual and transgender approach to diversity
(GLBT) networks have been operating for more than four years and
another may be launched in Germany.
Diversity and inclusiveness
are vital for winning in today’s
Employee networks, once they are formally established, receive
business environment. They
financial support and are championed by Shell senior executives
create a competitive edge by
who support, guide, counsel and advocate the network. The execu-
helping us to attract and
tives also act as a link to other senior leaders and advise network
retain the best people,
leaders how to achieve the network’s mission and add value to the
increase creativity and
improve decision-making.
Most importantly, diversity
Results and inclusiveness build trust
and strengthen relationships
Shell recognises that employee networks are vital to the bottom-up
with all our stakeholders.
part of its approach to improving diversity and inclusiveness. The
Dutch and UK GLBT networks are effectively raising awareness of
Jeroen van der Veer, CEO,
inequities and micro-inequities by taking part in events such as the
Royal Dutch Shell plc
2004 European diversity and inclusiveness conference attended by
Shell’s top 70 European executives. They are also helping to create a
fairer human resources system that ensures same-sex partner bene-
fits and accepts that alternatives may have to be found when posting
GLBT employees to countries that are GLBT hostile.

In addition, the GLBT networks are having an impact on the compa-

ny as an employer, helping it to recruit and retain people, and as a
brand, helping it to improve its image.

Case studies 47
Company Name No. Employees: Website
TESCO 292 000

Turnover: £37 billion (global)

Country Primary Business
UK / Global Retail

Title of Initiative Everyone is Welcome at Tesco

Tesco is a leading international retailer, with over 2 300 stores world- Specific Grounds:
wide, 1 780 of which are located in the UK with the remainder spread Ethnicity, religion/belief, age,
across the rest of Europe and Asia. Tesco is the UK’s largest private disability
employer with 237 000 staff. It also employs 55 000 in Central Europe
and has created 7 000 news jobs in the region over the last year. All Country(ies) scope:
Tesco businesses reflect the diverse communities in which they oper-
UK and rest of Europe
ate. Over 95% of management positions are filled by local staff and
all Boards have a strong local element.
Launch date:
Tesco carries out a number of diversity projects throughout its busi-
ness. Recently it launched a new programme to further understand Highlights
à 58% of all new staff come
and promote diversity among its staff and customers. The Everyone
is Welcome at Tesco programme was launched in 2004, when the
from ethnic minority back-
Board asked the Tesco Diversity Advisory Group to analyse the diver-
sity of Tesco’s UK workforce compared with the UK population. The
main aim was to mirror the composition of the population in Tesco à 250% increase in sales of
staff and customers. Since then, Tesco has provided stores with a products tailored to the
demographic profile of their local community, to identify groups they needs of different ethnic,
need to attract to shop and work at Tesco. It has also provided stores religious and cultural
with a selection toolkit that provides information about diverse groups

Understanding diversity is
The Everyone is Welcome at Tesco initiative includes inclusiveness
about treating people with
workshops to inform and facilitate discussions with staff and man-
respect. Get it right, and you
agers on behaviours that promote diversity, and help them build
are rewarded with increased
diversity action plans for their own stores. A Cultural and Religious
loyalty and satisfaction from
Factbook helps staff and managers to understand various cultural
staff and customers.
and religious practices. Tesco has also introduced flexible working to
support staff during the observance of non-Christian festivals. The
Leonie Morris, Diversity
initiative also focuses on increasing Tesco’s appeal to a diverse range
Manager, Tesco plc
of customers by, for example, introducing product ranges tailored for
Asian, Afro-Caribbean, Greek and Kosher customers.

As a result of the programme, significantly more people from an eth-
nic minority background are joining Tesco. Last year, 57.8% of new
staff came from an ethnic minority, a rate of growth considerably
faster than the 10.7% growth in the UK labour market. Tesco has also
seen a clear customer demand for its ethnic product ranges, with
sales growth of 250% over the last two years. The programme also
addresses age and disability.

Company Name No. Employees: Website
TNT N.V. 161 000 (in 63 countries), network
covers 200 countries
Country Primary Business
Turnover: €12.6 billion
Netherlands / Worldwide Mail, express an logistics

Title of Initiative Diversity and Inclusion

Because TNT operates around the globe, both its customers and its Specific Grounds:
people represent the diversity of the world population. TNT recognis- Ethnicity
es, however, that the benefits of a diverse workforce can be translat-
ed into bottom-line results only if diversity is effectively managed. In Country(ies) scope:
2004, CEO Peter Bakker chaired the Ambassador’s Network, a Dutch
government programme to promote advancement of women into
higher management. Inspired by the success of the programme, TNT
set up its own global Diversity & Inclusion initiative that builds on Launch date:
existing activities and experience within TNT’s national businesses. 2004 ongoing

à Combined top-down and
TNT’s Diversity & Inclusion initiative aims to secure full senior man-
agement support, integrate diversity management into TNT’s day-to-
bottom-up strategy
day business and ensure that managers and staff own diversity activ-
ities. A network of more than 40 diversity champions was created to à Focus on local initiatives
drive the initiative in national businesses by exchanging ideas and and best practice exchange
sharing best practices. The TNT Board of Management backs the net- à Link to business strategy is
work, and senior human resources managers provide support. key

The global Diversity & Inclusion initiative is tailored for local priori-
ties. TNT’s Mail division in the Netherlands, for example, is commit- Attracting, developing and
ted to reflecting the diversity of its customer base and Dutch society. retaining a diverse talent base
The division successfully increased ethnic diversity among its work- makes TNT an organisation
force through a programme to recruit and train newly arrived immi- where everyone can make
grants. The programme offers participants language courses and on- their unique contribution to
the-job training, and each recruit receives guidance from mentors. To the best of their abilities. And
date, 200 immigrants in 15 cities have joined the company through that makes us a better
the programme. Recruits demonstrate excellent motivation and high company.
levels of satisfaction, and retention rates are high.
Peter Bakker, Chief Executive
Officer, TNT
TNT’s business case for its Diversity & Inclusion initiative includes its
ability to enhance employee satisfaction, as well as its benefits for
TNT’s brand reputation. TNT’s business in Austria is a good example.
It adopted an integrated quality approach that includes effective
diversity management. The approach reduced employee turnover
from 25% in 2000 to less than 7.5% in 2004. Absenteeism went from
eight days per employee in 2000 to five days in 2004. These results
represent significant savings in employment and training costs. TNT
Austria was awarded the national HuMan award in 2003 and 2005,
and the HEWITT Best Employer award in 2004 and 2005.

Case studies 49
Company Name No. Employees: Website
VOLVO GROUP 81 000 (global)

Turnover: €22 billion (global)

Country Primary Business
Sweden / Global Manufacturing

Title of Initiative Volvo Group Diversity Initiative

Whilst Volvo Group has acknowledged for some time the importance Specific Grounds:
of diversity in a global business, in 2004 senior management elevat- Sexual orientation
ed it to become one of the group’s top seven strategic issues and sig-
nalled clearly that diversity – in all its forms – adds business value. Country(ies) scope:
Group management believes that successfully leveraging diversity
Sweden / Europe
will have a positive impact on Volvo Group’s public image (which
influences shareholder opinion), on employee satisfaction and ulti-
mately on global competitiveness. Launch date:
2003 ongoing

A Diversity Steering Committee was created, chaired by Volvo Group Highlights

à Diversity is one of top sev-
CEO and with business area CEOs as members, to increase manage-
ment ownership and involvement. To add a necessary local element,
en strategic issues
country networks have also been created. Country networks, involv-
ing HR staff and line management, are operating in Sweden, Belgium à Diversity Steering Commit-
and the US, and diversity contacts have been established in France tee chaired by CEO
and the UK. Their goals include ensuring that global diversity initia- à Country and employee net-
tives are successfully implemented at a local level, sharing informa- works key to awareness-
tion and best practices, and collaborating on common initiatives. building and adding local
touch to initiatives
Employee networks, focusing on specific areas of diversity, are à Gay and lesbian network
another part of the diversity initiative. Although most European net- established by employees
works currently revolve around women’s issues, others are being in 2005
encouraged. An Employee Association for Gays and Lesbians was
launched in mid 2005 and has co-chairs in Sweden and France. A fea-
ture article about this network appeared in Volvo’s global magazine to Diversity is important from a
inform a much wider audience about this strand of diversity and indi- business perspective. Volvo
cate the group’s support of this segment of its employee population. operates globally and the abil-
ity to attract a diverse group
of employees is critical to our
Results competitiveness in all coun-
Volvo Group firmly believes that its diversity objectives and activities tries and towards all cus-
demonstrate its commitment to the values described in The Volvo tomers. Besides, diversity cre-
Way, as well as the behavioural standards in the Volvo Group Code of ates a more interesting and
Conduct. Maintaining high integrity and a reputation for social attractive workplace. It is the
responsibility will have a favourable impact on the way potential Volvo Way.
employees and customers, as well as shareholders, view the group.
This in turn is expected to have a positive impact on business suc- Leif Johansson, President and
cess. CEO Volvo Group

The group’s 2004 Employee Attitude Survey showed that a majority

in every business operation considered the group’s commitment to
diversity as either stable or improved, and awareness of the diversi-
ty initiative increased across all business areas.


Date open: 14/06/2005

End date: 15/07/2005
Total: 798 responses

Identification of case for EBTP

Indicate your main sector of activity (compulsory)

% of total

D - Manufacturing 223 (27.8%)

K - Real estate, renting and business activities 103 (12.8%)
G - Wholesale and retail trade; repair of motor vehicles, motorcycles
and personal and household goods 100 (12.5%)
F - Construction 84 (10.5%)
I - Transport, storage and communication 76 (9.5%)
J - Financial intermediation 65 (8.1%)
O - Other community, social and personal service activities 49 (6.1%)
E - Electricity, gas and water supply 33 (4.1%)
H - Hotels, restaurants and bars 27 (3.4%)
N - Health and social work 26 (3.2%)
C - Mining/Quarrying 12 (1.5%)

Indicate in which EU/EEA countries your company is based? (compulsory)

% of total

DE - Germany 125 (15.6%)

NL - The Netherlands 97 (12.1%)
DA - Denmark 92 (11.5%)
PL - Poland 75 (9.3%)
HU - Hungary 49 (6.1%)
IE - Ireland 45 (5.6%)
UK - United Kingdom 45 (5.6%)
BE - Belgium 44 (5.5%)
CZ - Czech Republic 33 (4.1%)
NO - Norway 31 (3.9%)
PT - Portugal 24 (3.0%)
FI - Finland 23 (2.9%)
SV - Sweden 23 (2.9%)
AT - Austria 17 (2.1%)
ES - Spain 17 (2.1%)

FR - France 15 (1.9%)
EL - Greece 14 (1.7%)
LT - Lithuania 12 (1.5%)
SI - Slovenia 7 (0.9%)
EE - Estonia 4 (0.5%)
IT - Italy 3 (0.4%)
LV - Latvia 3 (0.4%)
SK - Slovak Republic 0 0
IS - Island 0 0
MT - Malta 0 0
LU - Luxembourg 0 0
CY - Cyprus 0 0

Number of employees in your company (compulsory)

% of total

50-249 196 (24.4%)

500 + 187 (23.3%)
10-49 157 (19.6%)
1-9 134 (16.7%)
250-499 93 (11.6%)
0 31 (3.9%)

Apart from your country, in how many countries of the European Union do you regularly sell products
and services? (compulsory)
% of total

None 299 (37.2%)

More than 5 177 (22,2%)
2-3 110 (13.7%)
1 84 (10.5%)
4-5 56 (7.0%)


1. How would you describe the situation in your company relating to diversity policies and prac-
tices? (Select one)

% of total

We have no such policies or practices in place 403 (50.2%)

Policies and practices have been well embedded for some time
(more than five years) and are constantly updated/improved 163 (20.3%)
Policies and practices have recently been implemented
(within the last five years) 106 (13.2%)
We are implementing policies but more needs to be done 67 (8.3%)
We are in the process of developing an equality and diversity approach 54 (6.7%)

1a. Could you tell us why no diversity policies and practices are in place? (Select all that apply)
(Please go to questions 9.-13.)

% of total

We only look at qualifications when we hire and promote 283 (35.2%)

We have not given particular thought to diversity 114 (14.2%)
We are concerned, but do not see particular competitive advantages 60 (7.5%)
We have no expertise in this field 41 (5.1%)
We would need more information about it 38 (4.7%)
We are not sure what diversity really means 38 (4.7%)
Other - please specify: 28 (3.5%)
We have no budget available 21 (2.6%)

2. Which of the following diversity areas / grounds of discrimination do these initiatives address?
(Select all that apply)

% of total

Gender 340 (42.3%)

Age 314 (39.1%)
Nationality 262 (32.6%)
Disability 250 (31.1%)
Racial or ethnic origin 244 (30.4%)
Religion or belief 203 (25.3%)
Language 154 (19.2%)
Sexual orientation 150 (18.7%)
Other – please specify: 40 (5.0%)

3. Do these diversity initiatives have a positive impact on your business?

% of total

Yes 418 (52.1%)

No 87 (10.8%)

4. Based on your experiences and/or expectations, which of these benefits can a diverse workforce
bring to business? (Select all that apply)

% of total

Access to new labour pool and/or attraction of high quality employees 342 (42.6%)
Benefits related to company’s reputation, corporate image
or good community relations 307 (38.2%)
Commitment to equality and diversity as company values 284 (35.4%)
Innovation & creativity 211 (26.3%)
Improved motivation & efficiency 196 (24.4%)
Legal compliance / avoidance of fines or sanctions 189 (23.5%)
Competitive advantage compared to other firms 137 (17.1%)
Economic effectiveness and profitability 134 (16.7%)
Marketing opportunities to a wider customer base 127 (15.8%)
Enhanced customer satisfaction & service level 124 (15.4%)
Other – please specify: 22 (2.7%)

Annex I 53
5. In broad terms, which of the following areas do your diversity initiatives cover in practice? (Select
all that apply)

% of total

Human Resources (e.g. recruitment, selection, retention, progression,

training, networks, work-life balance) 436 (54.3%)
Organisational culture 262 (32.6%)
Community engagement and outreach 157 (19.6%)
Sales and customer services 102 (12.7%)
Marketing and communications 91 (11.3%)
Other - please specify: 17 (2.1%)

6. Is there a regular monitoring and evaluation of the initiatives to measure their results and impact?

% of total

No 368 (45.8%)
Yes 166 (20.7%)

6a. Do you use data on workforce composition for monitoring and evaluation of the initiatives?

% of total

Yes 129 (16.1%)

No 35 (4.4%)

7. Does the company set any specific diversity targets for the recruitment and promotion of staff
from given under-represented groups?

% of total

No 454 (56.5%)
Yes 91 (11.3%)

7a. Please specify these target groups:

% of total

Gender 50 (6.2%)
Age 38 (4.7%)
Disability 28 (3.5%)
Racial or ethnic origin 24 (3.0%)
Nationality 22 (2.7%)
Language 15 (1.9%)
Religion or belief 12 (1.5%)
Sexual orientation 5 (0.6%)
Other – please specify: 2 (0.2%)

8. Are financial resources/a specific budget allocated to workplace diversity and anti-discrimination?

% of total

No 494 (61.5%)
Yes 49 (6.1%)

9. What in your view is the most important challenge to addressing workplace diversity and anti-
discrimination in practice in the workplace? (Select one)

% of total

Lack of information and awareness 162 (20.2%)

Difficulty of measuring results of diversity policies 161 (20.0%)
Discriminatory attitudes and behaviours 132 (16.4%)
Specific skills/expertise required 88 (11.0%)
Commitment of leadership 79 (9.8%)
Other – please specify: 70 (8.7%)
Time 41 (5.1%)
Financial resources for this purpose 27 (3.4%)

9a. What in your view is the second most important challenge to addressing workplace diversity
and anti-discrimination in practice in the workplace? (Select one)

% of total

Lack of information and awareness 164 (20.4%)

Difficulty of measuring results of diversity policies 129 (16.1%)
Specific skills/expertise required 119 (14.8%)
Discriminatory attitudes and behaviours 100 (12.5%)
Time 75 (9.3%)
Commitment of leadership 68 (8.5%)
Financial resources for this purpose 56 (7.0%)
Other – please specify: 42 (5.2%)

10. What are your main information sources on the subject of diversity in the workplace? (Select all
that apply)

% of total

Employers' organisations or networks 376 (46.8%)

Other businesses and companies 239 (29.8%)
National government 206 (25.7%)
Chambers of commerce 129 (16.1%)
European Commission 109 (13.6%)
Works councils or trade unions 101 (12.6%)
Other – please specify: 99 (12.3%)

Annex I 55
11. From which actors would you welcome more information on the benefits of diversity in the work-
place? (Select all that apply)

% of total

Employers' organisations or networks 313 (39.0%)

National government 306 (38.1%)
Chambers of commerce 217 (27.0%)
European Commission 164 (20.4%)
Other businesses and companies 141 (17.6%)
Works councils or trade unions 81 (10.1%)
Other – please specify: 47 (5.9%)

12. Do you think that current rules and legislation in the field of workplace diversity are

% of total

About right 331 (41.2%)

No opinion 184 (22.9%)
Too much 147 (18.3%)
Insufficient – more needs to be done 124 (15.4%)

13. Do you think that awareness-raising activities in the field of workplace diversity are

% of total

Insufficient – more needs to be done 359 (44.7%)

About right 223 (27.8%)
No opinion 151 (18.8%)
Too much 55 (6.8%)


I - Total Number of questionnaire submissions received = 121

II - Geographic spread of respondents / companies per country

United Kingdom

United States of America

0 5 10 15 20 25 30 35

III - Responses by company size (number employees)



Less than 250 full-time employees

250-25 000 full-time employees

Over 25 000 full-time employees

IV - Responses by company size (turnover)



Less than EUR 43 million

EUR 43 million – 1 billion

Over EUR 1 billion

V - Responses by sector / primary business of activity

Business and Professional

Financial services and
Manufacturing (consumer)

Manufacturing (industriall)


Other services
Transportation and
Wholesale and retail trade


0 5 10 15 20 25 30

VI - Diversity grounds
Which of the following diversity areas / grounds of discrimination does the initiative address?


Sexual orientation

Religion or belief

Ethnic or racial origin



0 10 20 30 40 50 60 70 80 90

VII - Areas covered by diversity initiatives
To which of the following areas does the initiative relate?

Product and / or service development
Customer relationship and / or service

Customer service
Community engagement and outreach
Information brochures reports materials
Advertising or media strategies
Marketing and communications
Work / life balance
Termination restructuring outplacement
Recruitment selection retention
Employee networks
Employees’ engagement / commitment
Employees’ training
Employees’ development & promotion
Strategy implementation
Policies and procedures
Leadership development talent management
Organistional factors

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

VIII – Main business challenges and motivation to diversity initiatives

What were the business challenges that served as the motivation to the diversity initiative?

Moral and / or ethnical consideration

not important
very important

Legislative context and / or legal compliance

not important
very important
Good business practice
not important
very important
Economic effectiveness, competitiveness, profiability, and / or competitive advantage
not important
very important
Corporate social responsability
not important
very important
Commitment to equality and diversity as company as company values
not important
very important
Benefits related to comany’s reputation, corporate image or good community relations
not important
very important
Access to new labour pools and / or attraction of high quality employees
not important
very important

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100 105

Annex II 59
IX - Launch date of diversity initiatives

7% 11%


< 1995

82% 1995-2000

> 2000


AB Volvo Sweden Deutsche Telekom Germany
ABB Switzerland Diageo plc United Kingdom
Accenture (UK) Ltd United Kingdom Dow Chemical Company Switzerland
Adecco Group France DSM Netherlands
ADICE France Dublin Bus (Bus Átha Cliath) Ireland
Ahold United States of America EADS Netherlands
Air Products plc United Kingdom Enel S.p.A. Italy
Alfa Laval Sweden European Chemical Transport
Association (ECTA) Belgium
Amos Recruitment
and Training Ltd United Kingdom European Petrochemical
Association (EPCA) Belgium
APCO Worldwide Europe
European Space Agency France
Ford Motor Company
Avon Cosmetics Spain
(Europe) United Kingdom
Banesto Spain
GE Hungary
Barclays Bank Plc United Kingdom
Getronics Netherlands
BASF AG Germany
Goldman Sachs International United Kingdom
Bertelsmann AG Germany
Grupo Santander Spain
BOC Group plc United Kingdom
Grupo Vips Spain
Booz Allen Hamilton France
Guidant Europe Belgium
British Airways United Kingdom
Hewlett-Packard Belgium
BT United Kingdom
IBM Global
Cargill Inc Belgium
INSA Spain
Caterpillar SARL Switzerland
Intel Ireland Ltd Ireland
Centrica plc United Kingdom
Chamber of Shipping United Kingdom
Janssen Pharmaceutica Belgium
Citibank Belgium
KBL AG Switzerland
Coco-mat Greece
King's Kurry AG (Ltd) Switzerland
Condis Supermercats SA Spain
KPMG LLP UK United Kingdom
DaimlerChrysler AG Germany
Linklaters United Kingdom
Danfoss A/S Denmark
L'Oreal France
Danone Group France
Manchalan S.A. Spain
Danske Bank Denmark
McKinsey & Company Global
De Post – La Poste Belgium
Metro AG Germany
Delhaize Group Belgium
Miguel Torres SA Spain
Deloitte & Touche LLP United Kingdom
Miracles by Appointment Netherlands
Deutsche Bank AG Germany
Mondi Business Paper SCP Slovakia
Deutsche Lufthansa AG Germany
National School
Deutsche Post World Net Germany of Government United Kingdom

NHS Leadership Centre United Kingdom Symantec Ireland
Novartis Farmaceutica SA Spain Tesco plc United Kingdom
Novartis Pharma AG Switzerland Tetra Pak Sweden
Opportunity Now United Kingdom The Gallup Organization Germany
PA Consulting Group United Kingdom
TMB (Transports Metropolitans
Pfizer Deutschland GmbH Germany de Barcelona) Spain
PricewaterhouseCoopers United Kingdom TNT Netherlands
Randstad Belgium nv/sa Belgium Total France
Royal Dutch Shell United Kingdom UBS Switzerland
Royal Mail United Kingdom Unilever plc United Kingdom
Royal Philips International B.V. Netherlands
Uniòn Fenosa Spain
SAP AG Europe
Volkswagen Financial Services AG Germany
Schneider-Ross Ltd United Kingdom
Volvo Car Corporation Sweden
Standard Life Group United Kingdom
Washington Quality Group Spain
Strategic Decisions
Group United States of America Yorkshire Forward United Kingdom

European Commission

The Business Case for Diversity – Good Practices in the Workplace

Luxembourg: Office for Official Publications of the European Communities

2005 – 62 pp. – 21 x 29.7 cm

ISBN 92-79-00239-2

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