Following confirmation of the facts and root cause analysis by the Investigation and Improvement Planning Committee and discussions at several meetings of the Board of Directors and the Nomination, Remuneration and Corporate Advisory Committee, the Bank recognizes that the root causes of the matters subject to the administrative actions were issues concerning operational management, internal control, and business management systems and has formulated respective improvement and recurrence prevention measures. Moreover, considering that ensuring thorough penetration of the Purpose and Vision throughout the organization is the key to achieving improvement with respect to all these issues, the Purpose and Vision Penetration Project Team is spearheading cross-organizational initiatives, while reflecting the expertise of external advisors. [...] In order to strengthen functions of the second line (administrative departments), which oversees operations of branches and offices, in October 2023 the Customer Support Monitoring Office was established in the Compliance and Risk Management Division and the workforce of this division was increased. Moreover, we conduct NPS[®] questionnaire surveys every month for retail customers who had face-to-face transactions of financial products to measure customer loyalty (degree of likelihood that customers will recommend the Bank's products and services to their family members and friends). Furthermore, we are promoting development of new infrastructure for effective performance of the second line functions. A tool for gathering and analyzing customer feedback and a recording system using smartphones for business purposes are scheduled for introduction in the first half of FY2024. [...] Effective from April 2024, the Chairperson of the Board of Directors was changed to an Outside Director for supervision of corporate management from an objective standpoint independent from those who execute business. Moreover, the Group Improvement Office, which directly reports to the President, implemented 360-degree evaluations of headquarters organizational units, in which sales branches evaluate headquarters.