Customer Satisfaction
- Keep the clients -- create such a lasting impression that our
clients not only return to us, but share the good [Stena] experience
with industry colleagues.
- Repeat Business -- for our clients to not only
come back to us, but to give us first call, when faced with alternatives.
Quality
- Assets -- Our assets are managed and safeguarded in such a way
that they can do the job for which they were developed. Stoppages
should, therefore, never need to occur.
- Operations -- By operative quality, we mean that we always deliver
the product and service we have promised.
- Management -- Management's ability to define clients and their
needs and to clarify these definitions for all members of the
organization, in order to achieve client satisfaction through
operative quality and profits.
- Decisions -- To have transparent communication, and to address
the issues that are necessary to achieve objectives, efficiently
and on time.
Committed People
- Competence -- We believe that people who are motivated and
interested in their work will benefit themselves, the company
and our clients.
- Consistency -- We make every effort to continuously satisfy
the expectations of our clients, employees and suppliers, as well
as those of society around us.
- Clarity -- Our business ideas, visions and values must be clear
and explicit, and understood and accepted by everybody within
the organisation.
- Care -- To apply the "Golden Rule" of doing to others what you
expect others to do to you; and to show our respect for people,
capital and the world around us.
Innovation
- Determination -- Often the most important factor in successful
investments.
- Energy & Creativity -- Must be maintained by encouraging
more and better proposals, and to make people feel appreciated,
even when an idea is not pursued.
- Initiative -- Each new initiative is an important opportunity
to improve our future.
Result
- Business acumen -- We must strive to make money in order to
create the resources necessary to satisfy our clients in the form
of new investments.
- Result -- It is important to measure how successful we are in
reaching the goals we have set.
- Continuance -- What we are striving for should be enduring;
it is important that the objectives we achieve are not only financial.
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