TCF READINESS: SELF-ASSESSM

This sheet provides information on how to complete this workbook

1 Enter the name of your firm in cell B5 in the "Main" sheet

2 Enter the date of the assessment in cell B6 in the "Main" sheet
3 Select the category that best describes your company from the list in cell B7 in the "Main" sheet
4 Switch between outcome worksheets by clicking on the link on the mainsheet or by using excel's n
5 Completion of each worksheet is as follows:
4.1 Drop Down Menu Item Select one of the options from the drop down list
4.2 Free Text Input Free text cells in which you should type (Firm Name, Date)
6 The "Summary Report" sheet contains all the information regarding the completion %, final scores
SSESSMENT TOOL

7 in the "Main" sheet

eet or by using excel's navigation tab below

rm Name, Date)
mpletion %, final scores and graphs
 TCF READINESS: SELF-ASSESSME

Note: Before completing this self-assessment, you should read the document "Assessing your TCF readiness: How to use the FSB
website www.fsb.co.za.

Please enter name of firm ABC Firm

Please enter the date of the assessment: Saturday, March 31, 2012

Please select the group: Category A

This is a self-assessment prepared by the Financial Services Board to provide guidance for firms in their preparation for TCF imple
which the FSB will conduct its on-site or off-site supervision, however.

Questions differ slightly depending on which of the above categories you select (These questions are highlighted in light grey in th
one category, please select the category that you regard as the main focus of your business. Alternatively, you may wish to comple
separately for each relevant category), to compare your TCF readiness in different capacities

Each of the accompanying spreadsheets that form part of this Excel file - and that are listed in the Index below - relate to the six TC
obtain an overall assessment.

Ratings of "0" to "4" have been assigned to each question. The rating schedule is as follows:
"0" - Not applicable.
"1" - No, we don't do this
"2" - Informal or implicit in what we do
"3" - Consistently, but we don't monitor / control the process on an ongoing basis
"4" - Yes, fully embedded in our business. We have explicit controls / ongoing monitoring and MI

Note that the spreadsheets have been set up in such a manner that you can only select one of these ratings for each question. The
prevents you from entering values that are out of range. If you believe that certain questions do not apply to your operations, you m
additional questions which take on the answer Yes or No.

Outcome Description

Outcome 1 Culture and governance

Outcome 2 Product and service design

Outcome 3 Disclosure

Outcome 4 Suitable advice

Performance and service against

Outcome 5
expectations
Outcome 6 Claims, complaints and changes

TCF readiness summary TCF readiness summary

SELF-ASSESSMENT TOOL
Category A
sessing your TCF readiness: How to use the FSB's self-assessment tool" published on the FSB

Category C

###

###

dance for firms in their preparation for TCF implementation. This is not necessarily the basis upon

These questions are highlighted in light grey in the different sheets). If your firm falls under more than
business. Alternatively, you may wish to complete the self-assessment more than once (i.e.
capacities

are listed in the Index below - relate to the six TCF outcomes. Please complete each spreadsheet to

as follows:

nitoring and MI

elect one of these ratings for each question. These "entry cells" also include data validation that
questions do not apply to your operations, you may select "0". In addition, Outcomes 2-6 have 2

Link to Outcome Sheet

Outcome 1

Outcome 2

Outcome 3

Outcome 4

Outcome 5
Outcome 6

Summary
No.

Leadership

1.1

1.2

1.3

1.4

1.5

1.6

1.7

Strategy

1.8

1.9

Decision-making

1.10

1.11

Governance and Controls

1.12

1.13

1.14

1.15

1.16

Performance Management

1.17

1.18

1.19

1.20

Reward

1.21

1.22

1.23

Measurement and Management Informati

1.24

1.25

1.26
1.27

1.28

1.29

1.30

Back
 Outcome 1
Customers are confident that they are dealing with firms where the fair treatment of customers is
central to the firm culture

Leadership

TCF objectives have been adopted by the Board

Senior management have adopted TCF objectives and are specifically responsible for them

Senior management have conducted a review of the main business processes to identify areas requiring improved TCF
outcomes

TCF objectives have been communicated to all staff across the business

A process is in place for assessing staff and management understanding of TCF and the organisation's TCF
commitments

Senior management in all areas of the business that contribute to the provision of financial services to retail customers
(whether directly or indirectly) understand their role in delivering TCF outcomes to those customers

Delivery of the TCF outcomes is a feature of the firm’s stated values, code of conduct or ethics policy

Subtotal

Strategy

The strategic planning process explicitly makes allowance for considering the TCF implications of any new strategy or
change in strategy

The current strategic plan includes TCF deliverables

Subtotal

Decision-making

It is a requirement for approval of a business case or project expenditure motivation that it should consider TCF
implications

There are accessible forums or structures in place in the firm through which staff and management are able to debate
TCF related matters, or to which TCF questions or concerns can be referred

Subtotal

Governance and Controls

Oversight and monitoring of TCF delivery has been explicitly assigned to appropriate governance structures (eg. Risk
committee of board) and control functions of the firm (eg, risk management, internal audit, compliance function, etc)

Processes are in place for formally and regularly reporting organisation-wide progress in achieving TCF deliverables to
the Board and senior management

The management of TCF and market conduct risks are formally included in the risk management framework

Processes are in place for identifying and reporting (at organisation-wide level) TCF risks or failures to senior
management and the Board

There is ongoing evaluation of whether the firm's governance framework as a whole has been effective in achieving TCF
outcomes

Subtotal

Performance Management

All staff members (including senior management) whose roles require delivery of TCF outcomes have been identified

Performance evaluation criteria incorporate TCF objectives and are rigorously applied at all levels

Staff members undergo training on TCF principles and deliverables

Recruitment processes have been revised to ensure staff in relevant positions will have the necessary skills to deliver
our TCF objectives

Subtotal

Reward

Remuneration is meaningfully linked to the achievement of TCF objectives, at all levels

Reward and recognition processes have been revised in the light of TCF objectives

There are meaningful consequences (such as retraining, re-assignment or disciplinary action, as appropriate) for staff or
management who do not achieve agreed TCF deliverables

Subtotal

Measurement and Management Information (MI)

Existing MI measures have been reviewed to determine which are useful for TCF monitoring and new measures have
been identified where necessary

Processes are in place to collate and summarise TCF related MI in such a way as to present a meaningful picture of
organisation-wide TCF progress to the Board, senior management as well as other parts of the business that need this
information

Processes are in place to analyse and act on MI findings to improve TCF outcomes for our customers
We analyse and act on MI findings to identify staff training needs and for performance managemnt purposes

We communicate transparently with our stakeholders (including the FSB) on our progress in achieving TCF outcomes

We make information regarding our progress in achieving TCF outcomes publicly available

Over and above “business as usual” MI, we have mechanisms in place to monitor and respond to changes in the
broader environment – such as economic and regulatory developments – to enable us to pro-actively identify TCF
related risks
Subtotal
Total for Outcome 1 (Max Score 120)

Average Rating for Outcome 1 (Max Rating 4)

 Rating
(Click here to What This Rating Means
see rating
description)

0
 0

ation (MI)
0
-

-
No.

Products and Services

2.1

2.2

2.3

2.4

2.5

2.6

2.7

2.8

2.9

2.10

2.11

2.12

2.13

2.14

2.15
 Additional Question 1: Risk Managem

Additional Question 2: TCF Improveme

Back
 Outcome 2
Products and services marketed and sold in the retail market are designed to meet the needs of
identified customer groups and are targeted accordingly

Products and Services

When designing a product or selecting a product to distribute or administer, we identify the particular customer groups
the product will be suitable for

We obtain information from the product supplier regarding which customer groups the product suits

We provide our staff and representatives with information regarding which customer groups the product suits

Taking into account the risks associated with the product, we satisfy ourselves that our distribution and/or administration
methods are suitable for the product and target market

Our product approval or product selection process includes assessing the suitability of promotional or other material for
the identified customer group

Our product approval or product selection process includes assessing the suitability of related and optional (bundled and
"add-on") products or services for the identified customer group

We have processes in place to ensure fair treatment of customers or members with regard to bundled and "add-on"
products or services, including ensuring that these products or services are appropriately targeted to the needs of
customer groups they are provided to

We have processes in place to ensure fair treatment of customers with regard to customer incentives such as loyalty
programmes, bonuses or discounts, including mitigating any conflict of interest risks

We have measures in place to evaluate the customer groups’ financial understanding of products or services offered or
provided to them

We have measures in place to identify and mitigate risks that a product or service may pose to particular customer
groups

Our product approval or product selection process includes senior management confirmation that a product adequately
meets the TCF outcomes, including the requirement that it will perform as customers are led to expect

We track sales to determine whether products are in fact sold to identified customer groups

We have a process in place to mitigate risks where it becomes apparent that the product or distribution and/or
administration method was not suitable for the identified customer group, or that the product has been distributed to
inappropriate customer target groups

We monitor complaints and communicate them to the product supplier

When reviewing the range of products /product suppliers we distribute or administer, our evaluation includes our TCF
objectives

Subtotal
Total for Outcome 2 (Max Score 60)
 Average Rating for Outcome 2 (Max Rating 4)

Additional Question 1: Risk Management

We have identified specific risks in the business that could impact on our ability to deliver this TCF Outcome, and we are
actively managing these risks as part of our risk management framework

Additional Question 2: TCF Improvements

We are able to provide concrete examples, supported by management information, of improvement in the extent to
which we are delivering this TCF Outcome to our customers
 Rating
(Click here to What This Rating Means
see rating
description)

0
-
 -

ment

ments
No.

Clear and Appropriate Information

3.1

3.2

3.3

3.4

3.5

3.6

3.7

3.8

3.9

3.10

3.11

3.12

3.13

3.14

3.15
 Additional Question 1: Risk Managem

Additional Question 2: TCF Improveme

Back
 Outcome 3
Customers are given clear information and are kept appropriately informed before, during and after
the time of contracting

Clear and Appropriate Information

We assess the clarity, appropriateness and fairness of product information provided to customers, whether produced by
us or others

We have an approval process for all product related information that entails senior management sign-off

We test the product information for its clarity with the target audience before issuing it

We have a risk mitigation process in place regarding inaccurate, unfair or misleading information about our products or
services provided by third parties

We have a process in place to ensure any information we provide regarding another party's products or services is
accurate, clear, fair and not misleading

We have a process in place to rectify the situation where it becomes apparent that any product information already in
circulation (whether produced by us or not) is inaccurate, unclear, unfair or misleading

We regularly review standardised product information we use (whether produced by us or not) to ensure that it remains
accurate, clear and appropriate to the applicable customer groups

We monitor and act on feedback, complaints and suggestions received from customers, staff or any others that identify
the need for improvement in product information

We have a process in place to ensure relevant and adequate product information is provided to our customers, whether
by our own staff/representatives or by others, at an appropriate time to enable them to make an informed decision as to
whether to enter into the relevant contract

We provide existing customers with key information on their products on a regular, ongoing basis after contracting,
through appropriate channels

We ensure that customers are informed of any recent or pending changes to our products, contractual events or any
actions required from them, in sufficient time to enable them to reasonably respond to or act on the information

We control the acuracy and quality of any once-off or non-standard product information provided by staff or
representatives

We maintain up-to-date contact details of our existing customers

We ensure that customers have current and accessible contact points if they need product or service information or
need to get in touch with us for any reason

We have accurate, retrievable, secure records of all product infromation we have provided to customers and any other
material interactions with customers

Subtotal
Total for Outcome 3 (Max Score 60)
 Average Rating for Outcome 3 (Max Rating 4)

Additional Question 1: Risk Management

We have identified specific risks in the business that could impact on our ability to deliver this TCF Outcome, and we are
actively managing these risks as part of our risk management framework

Additional Question 2: TCF Improvements

We are able to provide concrete examples, supported by management information, of improvement in the extent to
which we are delivering this TCF Outcome to our customers
 Rating
(Click here to What This Rating Means
see rating
description)

on

Absence of structured processes and controls could compromise your

2 ability to demonstrate TCF delivery

2
2
 0.13

ment

ments
No.

Customer Advice

4.1

4.2

4.3

4.4

4.5

4.6

4.7

4.8

4.9

4.10

4.11

4.12

4.13

4.14
4.15

Additional Question 1: Risk Managem

Additional Question 2: TCF Improveme

Back
 Outcome 4
Where customers receive advice, the advice is suitable and takes account of their circumstances

Customer Advice

Before deciding to market a product, we assess whether or not we have the appropriate skills and business processes in
place to provide advice and service that will be suitable for the target market and product concerned

Before contracting with any product supplier to market their products, we conduct an appropriate level of due diligence
to to satisfy ourselves that their products and service levels are likely to meet our customers' reasonable expectations

We insist that product suppliers provide our representatives with adequate training on the specific products we market to
enable them to provide suitable advice on those products

We have controls in place to prevent our representatives providing advice on products where they do not have adequate
product training

Before contracting with any product supplier to market their products, we make satisfactory arrangements to ensure that
we and our representatives will have reasonable access to any product information required from the product supplier in
order to provide suitable advice
We monitor feedback or complaints received from customers, product suppliers or other third parties regarding the
quality of advice they have received from our representatives, to identify any training needs and/or risk of inappropriate
advice

Processes are in place to identify instances and mitigate the risk to customers where our representatives have provided
inappropriate advice or misleading information to customers

Over and above complaints, we monitor potential TCF indicators such as insurance claims experience, product retention
/ early termination data, investment portfolio switching, type and frquency of product changes etc. in relation to the
customers associated with our representatives, to identify and mitigate risks of inappropriate advice or poor customer
outcomes attributable to the representatives concerned
We provide product suppliers and other third parties in the customer value chain with feedback in relation to any aspects
of their products or services which inhibit our ability to provide suitable advice or deliver other TCF outcomes to
customers

We have controls in place to identify and address any conflicts of interest between ourselves, our customers and
product suppliers whose products we market

Clear TCF measures are included in the criteria that our representatives are required to satisfy to meet incentive or
remuneration targets, regardless whether the remuneration or incentive is determined by the product supplier or by us

There are clear agreements between us and any product suppliers whose products we market, setting out our
respective responsibilities in relation to providing customers with advice, information and service support. These
agreements are structured to ensure that customers understand who they should look to in relation to different aspects
of the financial products or service provided to them

We have controls in place to identify and act on instances where our representatives have provided advice which they
are not authorised to provide, either in terms of their specific contract or mandate with us and/or with any product
supplier, or as a result of non-compliance with our FAIS licence conditions or other legal requirements

We have a policy in place for fair compensation of customers who have been financially prejudiced as a result of
inappropriate advice provided by our representatives
We monitor the published decisions of the FAIS Ombud, guidance from the FSB and other relevant information sources
in relation to advice practices, to ensure that our controls and practices in relation to this TCF outcome remain relevant
and effective
Subtotal
Total for Outcome 4 (Max Score 60)

Average Rating for Outcome 4 (Max Rating 4)

Additional Question 1: Risk Management

We have identified specific risks in the business that could impact on our ability to deliver this TCF Outcome, and we are
actively managing these risks as part of our risk management framework

Additional Question 2: TCF Improvements

We are able to provide concrete examples, supported by management information, of improvement in the extent to
which we are delivering this TCF Outcome to our customers
 Rating
(Click here to What This Rating Means
see rating
description)
 0
-

ment

ments
 No.

Product Performance Expectations

5.1

5.2

5.3

5.4

5.5

5.6

5.7

5.8

5.9

5.10

For questions 5.11 to 5.15: Where third parties such as product suppliers , Category II, IIA or III FSPs, binder holde
part of the overall value chain in providing products or service to our customers. (This section does not apply
relation to providing advice on products of the product supplier - this is covered in Outco

5.11

5.12

5.13

5.14
5.15

Additional Question 1: Risk Managem

Additional Question 2: TCF Improveme

Back
 Outcome 5
Customers are provided with products that perform as firms have led them to expect, and the
associated service is both of an acceptable standard and what they have been led to expect

Product Performance Expectations

Processes are in place to mitigate risks to customers identified by our ongoing monitoring of environmental, regulatory
and economic developments that could impact on the extent to which products will meet customers’ reasonable benefit
expectations

We analyse the product retention / portfolio switching / early termination behaviour of our customers to identify risks that
products or services are not meeting expectations created

Processes are in place to alert customers to the risks of particular actions on their part (such as early termination of a
product, non-payment of contributions, investment portfolio switches, benefit reductions) in reasonable time for them to
respond to or act on the informations

Processes are in place to alert customers to the risks of non-action on their part, such as a failure to review insurance
cover needs, investment goals and risk profiles, beneficiary nominations

We have clear service standards in place for customer service processes and communicate these to our customers

We conduct research or testing of our service standards to determine whether they are in line with customer/member
expectations

We monitor and act on feedback, complaints and suggestions received from customers, members, intermediaries or
staff that identify the need for improvements in types of services or service standards

Processes are in place to mitigate the risks to our customers/members where it becomes apparent that products are not
performing or are unlikely to perform as they have been led to expect

We have MI (over and above "customer satisfaction" MI) on customer expectations and how we meet these
expectations

Processes are in place to protect the confidentiality of all customer information

Subtotal
For questions 5.11 to 5.15: Where third parties such as product suppliers , Category II, IIA or III FSPs, binder holders, reinsu
part of the overall value chain in providing products or service to our customers. (This section does not apply to the rela
relation to providing advice on products of the product supplier - this is covered in Outcome 4). Rat

We have clear agreements in place regarding the division of responsibilities between the various parties to ensure fair
treatment of customers

We conduct an appropriate level of due diligence on any such third party, before dealing with them, to satisfy ourselves
that TCF principles are adhered to and that the products and / or service levels, as the case may be, are likely to be as
customers (and we) have been led to expect

We regularly monitor the third party's customer treatment standards, including how the third party meets customer
expectations

Processes are in place to mitigate the risks to our customers where it becomes apparent that a third party's products are
not in fact performing as customers (and we) have been led to expect by that third party or where it becomes apparent
that service from the third party is not of an acceptable standard
We have full and unrestricted access to information held by the third party in relation to our customers MI (over and
above "customer satisfaction" MI)

Subtotal
Total for Outcome 5 (Max Score 60)

Average Rating for Outcome 5 (Max Rating 4)

Additional Question 1: Risk Management

We have identified specific risks in the business that could impact on our ability to deliver this TCF Outcome, and we are
actively managing these risks as part of our risk management framework

Additional Question 2: TCF Improvements

We are able to provide concrete examples, supported by management information, of improvement in the extent to
which we are delivering this TCF Outcome to our customers
 Rating
(Click here to What This Rating Means
see rating
description)

ns

0
lders, reinsurers, administrators or other outsourced service providers are
ly to the relationship between product suppliers and Category I FSP's in
come 4). Rate these as "0" if not applicable to you.
 0
-

ment

ments
No.

Changing Products

6.1

6.2

6.3

6.4

6.5

Switching Providers

6.6

6.7

Claims and disbursement handling (Questions 6.15 and 6.16 relate to long-term and short-term
you)

6.8

6.9

6.10

6.11

6.12

6.13
6.14

6.15

6.16

Complaints Handling

6.17

6.18

6.19

6.20

6.21

6.22

6.23

6.24

6.25

6.26

6.27

6.28

6.29

6.30
 Additional Question 1: Risk Managem

Additional Question 2: TCF Improveme

Back
 Outcome 6
Customers do not face unreasonable post-sale barriers to change product, switch provider, submit a
claim or make a complaint

Changing Products

We inform customers (in good time, not only on request) of the types of changes they may make to their products if their
needs or circumstances change and of any important limitations on their ability to access funds or make changes

When we become aware of a change in a customer’s needs or circumstances (including affordability difficulties), we
inform them of changes they may consider making to their products to meet their changed requirements

We have clear service standards in place for processing product changes (including where we need to refer the request
to another party to deal with) and communicate these to our customers

Where a request for a product change is declined by any party in the value chain, we give the customer clear reasons
for this

When we receive a request to change a product (whether directly or through another party) we inform the customer of
any potential risks associated with the change, in reasonable time for them to respond to or act on the information

Subtotal

Switching Providers

We have clear service standards in place for processing switches to other providers and communicate these to
consumers

When we receive a request to switch providers (whether directly or through another party) we inform the customer of any
potential risks associated with the switch

Subtotal
Claims and disbursement handling (Questions 6.15 and 6.16 relate to long-term and short-term risk ins
you)

We test our claims and/or disbursement handling process to ensure that it is suitable for the product and target customer
group concerned

We inform customers (not only on request or at claim stage) of how to submit a claim or disbursement request, of our
service standards for claims and disbursement priocessing and what information we will need to process the claim or
request

We inform customers prior to contracting, of the circumstances under which claims or disbursement requests will not be
processed and explain the customer’s obligations in this regard

Once a claim has been received, we keep customers/members informed of progress

Where a claim is repudiated, wholly or partially, or a disbursement request is declined we give the customer/member
clear reasons for this, with supporting evidence where relevant and what steps there are to review the decision (if any)

We consider the customer's reasonable benefit expectations and our TCF objectives before making a decision to
repudiate or decline a claim or disbursement request
We have specific training in place for claims and disbursement processing staff (including on TCF)

We consider the claims repudiation experience and quality of claims handling of different insurers in recommending an
insurer to customers

We analyse types of claims and claims repudiation experience of our different representatives to identify any mis-selling
risks

Subtotal

Complaints Handling

We test our complaints process to ensure it is accessible and appropriate for our customer group/s

We have a robust complaints management, record keeping and root cause analysis process

We inform customers (before complaint stage) of how to complain and of options for further recourse if they are
dissatisfied with the outcome of a complaint

We benchmark our complaints handling (for e.g. complaint volumes, resolution rates, referrals to ombud schemes)
against competitors

Once a complaint has been received, we keep customers informed of progress (including contact details of a person
who is dealing with the complaint), whether we are dealing with the complaint ourselves or have referred it to another
party

When responding to a complaint, we provide clear reasons for our response (including where the response is favourable
to the customer), with supporting evidence where relevant

Where a request for redress is declined, wholly or partially, we inform the customer/member of what steps they can take
to have the decision reviewed

We have clear service standards in place for processing complaints and we communicate them to our customers

We have specific training in place for complaints handling staff (including on TCF)

Complaints processes are structured to ensure that decisions will be objective, consistent for similar complaints and that
decision makers do not have a conflict of interest

Follow-up processes are in place to determine customer satisfaction levels after complaints are finalised

Processes are in place to ensure consistency in complaints handling. We have a policy in place for fair compensation of
customers who have been financially prejudiced by unfair treatment, which is not limited only to those customers who
complain

We analyse complaints to identify any risks of mis-selling (whether by our own representatives or not)

We consider the nature of complaints received and complaints handling performance of different product suppliers in
deciding whether to do business with them or recommend them or their products to customers

Subtotal
 Total for Outcome 6 (Max Score 120)

Average Rating for Outcome 6 (Max Rating 4)

Additional Question 1: Risk Management

We have identified specific risks in the business that could impact on our ability to deliver this TCF Outcome, and we are
actively managing these risks as part of our risk management framework

Additional Question 2: TCF Improvements

We are able to provide concrete examples, supported by management information, of improvement in the extent to
which we are delivering this TCF Outcome to our customers
 Rating
(Click here to What This Rating Means
see rating
description)

0
erm risk insurance only - Rate these as "0" if not applicable to
0

0
 -

ment

ments
 TCF READINESS SUMMARY

Name of Firm ABC Firm

Date 3/31/2012
Category Category A (Category I FSP)

% N/A Average Rating

Outcome Section Completion % Actual Score Score %
(Indicated by 0) (Out of 4)

Leadership 0% 0% - 0.0% -

Strategy 0% 0% - 0.0% -

Decision Making 0% 0% - 0.0% -

Governance and Controls 0% 0% - 0.0% -

Outcome 1:
Culture and Performance Management 0% 0% - 0.0% -
governance
Reward 0% 0% - 0.0% -

Measurement and Management Information (MI) 0% 0% - 0.0% -

Total for Outcome 1 (Max Score 120) 0% 0% - 0.0% -

Outcome 2:
Product and Total for Outcome 2 (Max Score 60) 0% 0% - 0.0% -
service design

Outcome 3:
Total for Outcome 3 (Max Score 60) 7% 0% 2 3.3% 0.13
Disclosure

Outcome 4:
Total for Outcome 4 (Max Score 60) 0% 0% - 0.0% -
Suitable advice

Product Performance Expectations 0% 0% - 0.0% -

Outcome 5:
Performance and Third Parties Part of Value Chain 0% 0% - 0.0% -
service against
expectations Total for Outcome 5 (Max Score 60) 0% 0% - 0.0% -

Changing Products 0% 0% - 0.0% -

Switching Providers 0% 0% - 0.0% -

Outcome 6: Claims and Disbursement Handling 0% 0% - 0.0% -

Claims, complaints
and changes Complaints Handling 0% 0% - 0.0% -

Total for Outcome 6 (Max Score 120) 0% 0% - 0.0% -

All Outcomes Total for All Outcomes (Max Score 600)* 1% 0% 2 0.3% 0.01

*Please note that the total for all the outcomes will not be the same as the sum of the individual outcomes as outcome 1 weighs twice as much as the other outcomes
Back

Outcome Average Score Outstanding % Ready % Not Ready

Outcome 1: Cultur - TCF Readiness
4.00 0.0% 100.0%
Outcome 2: Product - 4.00 0.0% 100.0%
Outcome 3: Disclos 0.13 3.87 3.3% 96.7%
100.0% 4: Suitabl
Outcome - 4.00 0.0% 100.0%
Outcome
90.0% 5: Perform - 4.00 0.0% 100.0%
Outcome 6: Claims, - 4.00 0.0% 100.0%
80.0%
All Outcomes 0.01 3.99 0.3% 99.7%
70.0%

60.0% 96.7%
100.0% 100.0% 100.0% 100.0% 100.0% 99.7%
50.0%

40.0%

30.0%

20.0%

10.0% 3.3%
0.0% 0.0% 0.0% 0.0% 0.0% 0.3%
0.0%
Outcome 1: Culture Outcome 2: Product Outcome 3: Disclosure Outcome 4: Suitable Outcome 5: Perfor- Outcome 6: Claims, All Outcomes
and governance and service design advice mance and service complaints and
against expectations changes
% Not Ready % Ready