Mission: Continuous Customer Service

• Protect and enhance the value of our trademarks for all stakeholders via Continuous Customer Service

Goal: Continuously Improve our Customer Service

• Create Seamless Strategic Alliances with both Customers and Suppliers
• Set the Industry Benchmark for:
  • Quality
  • Customer Satisfaction
  • Business Innovation
  • Corporate Image
  • Community Involvement

Motto: We Live to Become Better - Success is not Final, Failure is not Fatal

• The bamboo tree grows 80 feet in the fifth year; we began our journey four years ago -- Time (as always) will tell, but more quickly now.

Strategy: Customer Focused

• The origin of the word "Strategy" deals with military missions and a competitive focus. As our Mission shifts towards our Customers, our relationship must become more cooperative.
• Alliance means common objectives for both Customers and Suppliers; Increased Thruput; Reduced Operating Expenses; Fewer Assets
• Alliance suggests both improvement and optimization--
  • Matching a Supplier's Process Capabilities with a Customer's Requirements, How well the are matched, and how fast they improve measures the strength of the Alliance.
  • Process begets Strategy, and Strategy begets Process Improvement.
• Our Process Capabilities add value for our External Customers in five ways:
  • Selling
  • Delivery
  • Merchandising
  • Production
  • Promotion
• Our Process capabilities must be Continuously Improved
  • In as many ways as possible and as fast as possible
    • Variety is essential
    • Speed is critical
    • Quality is a requirement
    • Waste is not acceptable
• Our Associates are Internal Customers
  • Equally as important as External Customers and all other stakeholders.
  • A Seamless Strategic Alliance with each opther is also necessary.
• Profound Knowledge of these relationships and how they add value is a prerequisite for our Strategy.

Tactics: Process Focused

• Our working environment must be a safe place, free of fear, where Interdeoendence is accepted, and Mutual Trust and Respect are expected.
• Teamwork -- Growing, Learning, Sharing, and Working together must be encouraged in everything we do.
• Functional excellence must be governed by the Shared Responsibility of all Team members. Win/Win solutions at the Moment of Truth require this.
• Initiatives to improve Customer Serivce must be based on data
  • Customer Requirements
  • Process Measurements