1. We value CUSTOMER SATISFACTION:
- We anticipate and understand our customers' needs
- We develop solutions and services that our customers need
- We continuously introduce value-added services
- We promptly respond to customer queries
- We continuously follow-up on customer perceptions
2. We value SERVICE EXCELLENCE:
- We never compromise and we always deliver agreed service levels
3. We value ADMINISTRATIVE EXCELLENCE:
- We properly document all policies, processes and procedures
- We properly document each transaction
- We constantly audit compliance to admistrative excellence
4. We value ACCOUNTABILITY:
- We hold ourselves accountable and think through the consequences of our actions
5. We value PERFORMANCE MANAGEMENT:
- We benchmark our behavior and processes against the best in class practices for all core processes
- We welcome being measured by all key constituencies
6. We value PROCESS INNOVATION:
- We continuously measure process outputs
- We continuously improve business processes
- We participate in the implementation of new initiatives concerning process and technology
7. We value TRANSPARENCY AND OPENNESS:
- We encourage expression of opinions
- We encourage feedback on performance at all levels including leadership
- We give employees access to all information that they need to perform their tasks effectively
8. We value OUR PEOPLE:
- We ensure that each member has the competence to perform his or her job
- We provide the environment and opportunity for growth and learning
- We treat our people fairly and encourage diversity and expression of thought
- We provide fair compensation and welfare
- We provide a healthy, safe and enjoyable working environment
9. We value TEAMWORK:
- We encourage the creation of case or project teams
- We encourage a multi-disciplinary approach to problem solving
- We encourage team leadership based on competencies rather than position
- We encourage open communication and coordination across functional boundaries, consultative decision making and networking
10. We value ETHICAL PRACTICES:
- Our Word is our Bond
- We follow and practice the Ethical Code of Conduct
- We behave towards our customers, suppliers, partners and colleagues as we would like them to behave towards us