Summary of Objectives

Objective

Target

Timeframe

Performance Indicator

Marketplace

1. To improve customer communication

Through regular, direct, timely correspondence ensuring that all communications contain the information customers want or need.
Improve and make relevant information available electronically for customers.

March 2004

Compiled data to demonstrate an increase in effective customer communications. Statistics on number of customers who access customer data through our website.

2. To continue our progress towards customer solutions not just products.

Listening to our customers through our front line employees and through market research surveys.
Improve product design with the customer's needs in mind.

March 2004

Improved customer satisfaction measured by improved performance in customer surveys.

3. To put in place better stakeholder measures.

Summarise and evaluate results of various surveys which Eagle Star participates in and make recommendations on areas for improvement in order to maximise our strengths and minimise our weaknesses.

March 2004

Improved customer satisfaction measured by improved performance in surveys.

4. To put in place an annual measurement process to further reduce the number of customer complaints.

Examine level of complaints from year to year and ensure the number is reduced further.

March 2004

Documented number of complaints available on a monthly basis with a view to achieving an annual reduction.

5. Collate unsolicited letters of endorsement from customers in order to use this data as a future CR measurement.

Communicate this requirement across the organisation.

Dec 2003

Central Record keeping.

6. Put in place an annual measurement process regarding prompt payment of bills. While we adhere to a code as part of our normal business practice we do not have a measurement in place to show how effective this is.

Regular reminders issued at key intervals to those responsible for approving payments.

Dec 2003

To be able to state in our next report that E.S. was not late with payments to suppliers in the last year.

Workplace

1. To learn from the employee attitude survey and to address specifics, such as more opportunities for upward communication in the organisation

Summarise findings of survey and draft recommendations. Obtain top level management agreement to implement these recommendations and take action where appropriate.

Dec 2003

An increase in employee positive response rate.

2. To maintain and increase employee participation in the survey.

Remind and encourage employees to participate via Employee Intranet.

January 2004

Increase in take up rate.

3. To communicate findings across the organisation.

Message from the Managing Directors Office via employee Intranet.

March/April 2004

Feedback on communication via ECC which would indicate increased awareness among employees

Community

1. Look at strategising our community involvement as a whole, particularly in the area of volunteering.

Review our current policy in line with our business objectives and in particular the needs of the community. Obtain top level agreement to implement. To discuss options for volunteering projects with a BITC representative.

March 2004

A documented strategic charity policy in line with our business objectives and with the needs of the community.

2. Communicate to employees the financial contributions we make as a company to local and national causes via the Intranet and inform them about our policy on charitable giving.

Via the employee Intranet

Dec 2003

Increased awareness among employees measured via feedback from employees.

3. Document the impact of existing activities undertaken.

Initiate contact with relevant organisations.

February 2004

A written record of feedback in this area.

Environment

1. Build on our e-business initiatives by putting in place measurements to demonstrate that e-business reduces paper usage and helps the environment and to further reduce the volume of paper wastage within the company.

Incorporate an environmental measurement in our reporting of e-business statistics.

March 2004

Statistics available to show environmental savings in this area via monthly reports to management.

2. To further motivate employees to become more environmentally aware as part of their normal working practice.

Inform employees of the benefits to the environment and the company of being more environmentally conscious.

Dec 2003

To have in place a vehicle for employee suggestions in this area and to act upon them.

3. Produce a written environmental policy.

Review existing practices and draft policy for
approval by Executive Committee.

March 2004

A documented policy on how Eagle Star aims to impact as positively as possible on the environment

4. Communicate policy throughout the organisation.

Email policy to all employees and request feedback

March 2004

Employees are informed of new policy

General

Document case studies on examples of good CR. practice across the business

Put in place procedures to collate data across departments.

March 2004

Written case studies on examples of best practice in the workplace, marketplace, community and environment