1 A s an employee, how would you react to the introduction of 3 60-d egree appraisals? Suntrust Bank, with total assets of $173. 2 billion, is one of the USA’s leading financial services holding companies (Suntrust, 2012). In 2011 Suntrust underwent a change management programme in an effort to renew customer trust and increase profitable growth, a particularly challenging task in the wake of the economic crisis and widespread doubt in financial institutions. Shifts in regulation significantly changed the model for profitable growth in the financial services industry. The changes in revenue sources for banks combined with increased customer expectations triggered the need for a new programme

(Slaughter, 2011).