Full Annual Report - Inchcape

More documents

Recommendations

Info

Business review Strategy Corporate responsibility continued Driven by our values We believe it is the enthusiasm and spirit of our people that will shape and empower Inchcape’s CR culture.We combine the local knowledge,enthusiasm and expertise of our employees worldwide with our clearly defined values,standards and policies to enable us to contribute responsibly and sustainably to society. Our areas of focus We believe in a focused approach to CR,to perform the acts that will make a difference to our people,our communities,our customers and our environment. Respect for each other Winning together Treating every £ as our own Integrity without compromise Pioneering new ideas Passionate about customers Caring for our environment People are at the heart of who we are,how we think and how we act; Inchcape is successful because of‘us’.We celebrate diversity,we value and learn from each other and feel proud to be working with the best.We have faith in each other and show each other real loyalty. We are strong as individuals,but we’re even stronger as a team. We are part of a rich global network and together we achieve great things.We enjoy working with each other and always achieve more when we do. This is our company and we feel proud to be part of it.We see cost as a good thing,as long as it creates value.What we hate is waste,so we think before we spend. We have no‘hidden agendas’.We have an uncompromising commitment to transparency and ethical principles.We believe in a straight talking,human approach.We take personal responsibility for what we say and do.In an industry not famed for trust,customers choose us for our clarity,honesty and realism. An intrepid spirit is the essence of Inchcape.We lead our industry by example.We liberate talent and prize initiative. We are prepared to take risks drawing on our powerful global resources of creativity and insight. We are committed to putting the customer first every time,every day,everywhere.We are energised by making our customers feel special,which we do by delivering Brilliant Basics and creating Magic Moments. Each one of us plays our part in addressing global concerns through our local,everyday actions.We integrate an awareness of our environmental impact with responsible business decision-making and advance opportunities to reduce our industry’s bearing upon our planet. Our customers We provide our customers with the information that they need to make an informed choice.We support our customers CR goals through our green driving initiatives. See more on page 43 Our people Developing our people is key to us in order to ensure we have engaged employees in winning teams. See more on page 44 Our communities We support our local communities through a range of initiatives,to provide the most relevant help in the markets in which we operate. See more on pages 46-47 Our environment We are making great progress on understanding our impact on the environment so we are best placed to contribute to a sustainable future. See more on pages 48-49 42 Inchcape plc ¦ Annual Report and Accounts 2009
Section One Business review Our customers We place emphasis on the quality of our customer service and in 2007 we launched the Customer 1st initiative as part of the Inchcape Advantage programme to deliver outstanding customer service‘every time,every day,everywhere’. Following extensive consumer research, we developed and implemented Customer 1st processes, training and systems throughout our retail centres. In particular, this has allowed local management to set targets for each centre based on customer satisfaction measured through Net Promoter Score (NPS) and sales and service funnel management analysis. In 2008 the programme was expanded to include our aftersales operations.This is described in more detail on pages 14-15 of this Report. We have introduced a system for tracking daily customer information for both sales and aftersales operations including retail centre traffic, sales leads, test drives and vehicle and service orders. Results are collected and monitored daily through a dedicated award winning portal on the Group’s intranet.This information is aggregated overnight, providing reports and comparisons against brand, country, region and across time periods.This allows us to measure, for example, the number of orders taken as a percentage of leads and to set targets accordingly and gives management a strong knowledge of the automotive industry and detailed insight into particular markets. Our customer understanding is facilitated both by our mystery shop in each of our retail centres’ sales and aftersales operations and by quantitative analysis of our NPS results. On a monthly basis, each retail centre submits feedback from 20 buyers and a further 20 visitors about their experience at the centre together with feedback for at least 20 aftersales customers. Guidance on best practice and detailed recommendations on opportunities to improve customer service are accessible to all retail centre employees via our portal. We use the Customer 1st programme to monitor both our own performance as the retailer for our brand partners and the performance of our third party retailers where we manage the retail networks as the distributor. We believe that this focus on customer service and sales technology will help us deliver a superior retail service to our customers. Further, an improved customer experience sets us apart from our competitors and builds loyalty, resulting in stronger relationships with our brand partners and leaving the Group better positioned to grow market share. Customer 1st in 2009 • We carried out approximately 2,800 mystery shop exercises in 240 retail centre showrooms across the Group. • We carried out approximately 2,200 mystery shop exercises in 225 service centres across the Group. • We talked to 44,500 vehicle buyers and 45,500 showroom visitors for our vehicle sales NPS. • We talked to over 54,400 service customers for our aftersales NPS. Our NPS position has improved across the Group in 2009. Supporting our customers We are committed to providing clear information to our customers to help support them in their vehicle purchase choices.This is provided in our showrooms and on our websites. As part of providing a customer focused aftersales service, we offer our customers an environmental vehicle health check which includes: • tyre pressure check • CO 2 test and emissions test • air condition check • engine lubricant test • emissions test In some of our retail centres, customers are offered a free ‘Green Test Drive’ when they visit us for a vehicle service.The Green Test Drive shares tips with the customer on how to drive more efficiently, how to improve their environmental impact and ultimately how to reduce their vehicle running costs. We also have accessories available that help our customers manage their environmental footprint including low rolling resistance tyres, which can reduce CO 2 emission by around 2% and lower engine friction lubricants which can reduce CO 2 emissions by around 1%. Our brand partners We carefully select the brand partners that we represent in each market.The automotive industry has made significant progress in reducing vehicle emissions and we fully support the investment that is being made by our brand partners in this area. In the UK, average new car emissions have fallen by over 13% in the last 10 years. The biggest impact that motorists could have on the environment is replacing older high emission vehicles and having their cars regularly serviced. Improvements in CO 2 emissions have been achieved in all product segments.As an industry leader, Inchcape stays close to CO 2 technological developments. Improvements in CO 2 emissions 2009 2008 Industry average CO 2 g/km 149.8 158.7 Improvement 5.6% Inchcape weighted average CO 2 g/km 148.9 160.9 Improvement 7.5% www.inchcape.com 43
Page 1 and 2: Annual Report and Accounts 2009 Ind
Page 3 and 4: Section One Business review Financi
Page 5 and 6: Section One Business review Strengt
Page 7 and 8: Section One One Business review Nor
Page 9 and 10: Section One Business review level g
Page 11 and 12: Section One Business review Busines
Page 13 and 14: Section One Business review Uniquel
Page 15 and 16: The Inchcape business model Section
Page 17 and 18: The Inchcape Advantage Section One
Page 19 and 20: Global experience Section One Busin
Page 21 and 22: Superior customer service driving g
Page 23 and 24: Section One Business review Like fo
Page 25 and 26: Section One Business review Regiona
Page 27 and 28: Section One Business review Franchi
Page 29 and 30: Section One Business review The mar
Page 39 and 40: Section One Business review Cash fl
Page 41 and 42: Section One Business review Treasur
Page 43: Section One Business review Progres
Page 47 and 48: Section One Business review in acco
Page 49 and 50: Section One Business review 3 Toyot
Page 51 and 52: Section One Business review We have
Page 53 and 54: Section Two Governance Governance 5
Page 55 and 56: Section Two Two Governance 4 5 3 8
Page 57 and 58: Section Two Two Governance 9 10 11
Page 59 and 60: Section Two Two Governance Inchcape
Page 61 and 62: Section Two Two Governance Board ba
Page 63 and 64: Section Two Two Governance iPOM - 7
Page 65 and 66: Section Two Two Governance of inter
Page 67 and 68: Section Two Two Governance In addit
Page 69 and 70: Section Two Two Governance Chairman
Page 71 and 72: Section Two Two Governance process,
Page 73 and 74: Section Two Two Governance Notes to
Page 75 and 76: Section Two Two Governance Notes on
Page 77 and 78: Section Two Two Governance Director
Page 79 and 80: Section Two Two Governance appropri
Page 81 and 82: Section Three Financial statements
Page 95 and 96:
Section Three Financial statements
Page 97 and 98:
Page 99 and 100:
Page 101 and 102:
Page 103 and 104:
Page 105 and 106:
Page 107 and 108:
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
Page 115 and 116:
Page 117 and 118:
Page 119 and 120:
Page 121 and 122:
Page 123 and 124:
Page 125 and 126:
Page 127 and 128:
Page 129 and 130:
Page 131 and 132:
Page 133 and 134:
Page 135 and 136:
Page 137 and 138:
Page 139 and 140:
Page 141 and 142:
Page 143 and 144:
Page 145 and 146:
Page 147 and 148:
Section Four Shareholder informatio
show all

Full Annual Report - Inchcape

Create successful ePaper yourself

Delete template?

Save as template?