Summary of Objectives

Objective

Target

Timeframe

Performance Indicator

Marketplace

1. To continue 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.

August 2005

Maintain 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.

May 2005

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.

Sept 2005

Improved customer satisfaction measured by improved performance in surveys.

4. To monitor and continually reduce the number of customer complaints.

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

August 2005

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

5. Continue to 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.

Workplace

1. To learn from the employee attitude survey and to address specific items arising.

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.

February 2005

Increase in take up rate.

3. To communicate findings across the organisation.

Message from the Managing Directors Office via employee Intranet.

March/April 2005

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

4. To regularly communicate to employees updates on changes in business objectives and progress towards achieving these objectives.

Regular meetings with the ECC and communications on Eagle Star's staff intranet in this regard.

June 2005

Feedback from our annual staff survey and the ECC.

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.

Sept 2005

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 2004

Increased awareness among employees.

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.

Sept 2005

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

2. To continue to 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 2004

Keeping Environment Section of Employee Intranet up to date and relevant.

3. Document an environmental policy.

Include on environment section of employee Intranet

Dec 2004

Environment policy in place

Management of CR

Improving CR communication

Continuing to produce improved CR reports

July 2005

Third CR Report

Assess impact of CR among key stakeholders

Put in place mechanism to gather feedback from employees as an initial stakeholder group.

Dec 2004

Recorded feedback

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

Put in place procedures to collate data across departments.

Sept 2005

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