It is important to understand what the RBC chief is really apologising for. Note his statement:
The question for many people is not about doing only what the rules require – it’s about doing what employees, clients, shareholders and Canadians expect of RBC.
In RBC's case, the management did a clumsy job, goofed and revealed their cards too early. In fact, the world over, many MNCs have embarked on Business Process Outsourcing fairly successfully, meaning they managed to escape a bad Press. Asking the local staff (who has been told he'll be laid off) to "train" the BPO chap may be bad enough, but the BPO chap being an Indian with a strong Indian accent is a real smoking gun and clearly will set off alarm bells, which it has.
I am not in favour of what RBC has done one way or another. This paradigm of BPO globally has caused a lot of local jobs to be lost in the host countries, and to add salt to injury, mostly have gone to India, and enriched -not uplifted India as a whole - a group of self-serving Titans (Tata, Infosys, Wilpro etc). One wave after another, BPO has first taken away millions of manufacturing jobs to China, and then services jobs to India, and this has created massive structural unemployment in first world countries like U.S. Canada, U.K. France, Australia etc. among first blue collar workers, and, since the last decade, PMETs. I hope Main St. everywhere is finally awakening to this evil, nec in corporate capitalism (Ayn Rand's junkies must be very triumphant) but evil in corporate citizenship as the RBC chief has conceded. I also hope our protest will go louder at Hong Lim Square and reverberate deafeningly in our Central Business District and boardrooms. Many of these chaps do BSC -Balanced Scorecard, but how many seriously pay attention to CSR - Corporate Social Responsibility. Our Old Man is a member of JP Morgan but instead of cultivating the JP Morgan's board towards CSR, he allows them to turn our GIC, TH, GLCs into money-grabbing robber barons without accountability and transparency.