RepoRt on - BNP Paribas

More documents

Recommendations

Info

n services for retired customers bnP Paribas has designed a practical guide to help customers taking retirement. the guide, which is available in branches, gives useful information about retirement and what steps to take, and advice about organising finances and budgeting in order to ensure the best quality of life. during retirement, bnP Paribas offers financing solutions to help retired people fulfil their plans as regards housing and vehicles. it offers savings solutions to supplement their income, along with advice on how to maximise and pass on their assets. bnP Paribas also publishes a practical guide to estate planning. Products and services focusing on protecting customers, their loved ones and property are available. bnP Paribas also offers complementary health insurance, with coverage tailored to retired people. the aveilla remote assistance service helps elderly, isolated and vulnerable people to continue to live at home, and the Protection Habitat alarm and remote surveillance service protects their homes. bnP Paribas obsèques is an insurance policy that pays out a lump sum to cover the policyholder’s funeral expenses. bnP Paribas offers other services to simplify day-to-day life. the servissimes personal service offering enables customers to call upon professionals to do certain occasional tasks or provide regular assistance, for example with housework, gardening, cooking, travelling and shopping. this range of products and services means that bnP Paribas is a major player in the market for retired people. Mirò and EduCare projects in 2009, bnl developed a new, simplified, advice process called mirò, along with educare, which develops useful dialogue between customers and banking staff through individual meetings in branches. the range of ethical products has been expanded. retail banking has also seen the development of more advanced atms, more welcoming and more environmentally friendly branches, and a huge staff training effort, involving 2,000 days of training. the quality approach building client loyalty numerous studies have revealed a strong correlation between clients’ perception of service quality and their loyalty, which is a major component of profitability in retail banking. enhancing the quality of client relationships is therefore part of the group’s strategy and provides a framework for its sales initiatives. n bnp paribas: the bank with the most loyal customers a survey about how satisfied french people are with their banks was published in late 2009 by the Le Parisien and Aujourd’hui en France newspapers. research company cegma topo asked customers who had received their annual summary of bank charges if they were considering changing banks as a result. more than half of those surveyed were considering changing banks, but bnP Paribas clearly stood out as the bank with the most loyal customers. less than a third (30%) of bnP Paribas’ customers were considering changing banks, as opposed to 47% at other banks. increased certification efforts bnP Paribas leads the banking and insurance sector in terms of iso certification, with more than 70 certifications (1) : — world leader in iso 9001 certification within the banking and insurance sector. — first bank with dual iso 9001 and iso 20000 for the provision of it services. — first french bank with iso 14001 certification for its accueil & services branch model. the list of all of the group’s iso 9001 certifications can be seen at www.quality. bnpparibas.com. iso 14001 certification for the accueil & services concept, adopted by 1,325 branches in france (see the “impact on the natural environment” section), gives the group a large lead in terms of environmental management. (1) This leading position is based on global ISO Survey data, and on data from Afnor Certification and Bureau Veritas, which operate globally and currently account for 75% of the French certification market. 59 <strong>RepoRt</strong> on CoRpoRate SoCial and enviRonmental ReSponSibility bnp paribas securities services: innovation through electronic notices of meeting bnp paribas securities services is providing a new service for issuer customers, by sending out electronic notices of meeting, i.e. e-mail invitations to attend their Agms. this is the first system of its kind in france. it enables shareholders to vote online via a special website. the new system saves time, as well as paper and energy, and enhances the dialogue between shareholders and their companies.
numbeR of Active ceRtificAtions 2009 2008 2007 2006 2005 2004 36 30 38 25 33 28 35 33 21 30 18 bnP Paribas received 6 new certifications and 11 certification renewals in 2009. in france, the activities receiving iso 9001 certification for the first time were the remote surveillance department at imex, and bddf’s lacm customer support department. outside france, cardif’s claims department in italy, bici’s 25 ACTIvE CERTIfICATIONS IN fRANCE ACTIvE CERTIfICATIONS ABROAD lending and collection departments in côte d’ivoire and gabon, and banco cetelem’s consumer relations department in Portugal all received iso 9001 certification. in 2009, 7.9% of group staff worked in an iso 9001-certified environment. Rolling out iso ceRtificAtion Among tRAde centRes ISO 9001-CERTIfIED SITES APPLICATION uNDERwAy SCHEDuLED fOR THE SECOND HALf Of 2010 ▲ BNPP fortis n BNPP france ▲ BNPP Vostok Moscou n TEB Ankara ● BNPP ● BNPP Le Caire Alger n uBCI n BMCI Tunis n BNPP Casablanca GCC* n BICIS ▲ BICIM Bamako Dakar n BICICI ▲ BICIAB BICIGuI ▲ Ouagadougou Conakry Abidjan n BICIG Libreville * GCC: United Arab Emirates, dubai, Abu dhabi, Kuwait, Qatar, Cyprus, Bahrain, Saudi Arabia. n BMOI Tananarive n BNPP Mumbai n BNPP Saint-Denis n BNPP Singapore n BNPP Hong Kong 60 <strong>RepoRt</strong> on CoRpoRate SoCial and enviRonmental ReSponSibility certification at bnp paribas factor in april 2009, bnp paribas Factor, a subsidiary specialising in accounts receivable management, obtained iso 14001 environmental certification as well as the renewal of its iso 9001 certification. this covers all bnp paribas factor’s factoring activities in France, along with its export and multi-domestic services. these include the financing of accounts receivable and payable, invoice management, securitisation services, guarantees against client insolvency, invoice chasing and recovery.
Page 1 and 2:
RepoRt on enviRonm
Page 3 and 4:
meSSage fRom the ChaiRman and the C
Page 5 and 6:
History 1966 creation of bnp the me
Page 7 and 8:
RetAil banking over 7,000 branches
Page 9 and 10: a global leader and major player in
Page 11 and 12: Key figures Revenues (in millions o
Page 13 and 14: the gRoup’S appRoaCh bnP Paribas/
Page 15 and 16: combining csr and economic performa
Page 17 and 18: internal controls the group has an
Page 19 and 20: vigeo vigeo is europe’s leading s
Page 21 and 22: np paRibaS and itS sHareHolders 20
Page 23 and 24: changes in share ownership changes
Page 25 and 26: AveRAge monthly shARe pRices And mo
Page 27 and 28: nP Paribas uses two comparative met
Page 29 and 30: vidual shareholders and investors,
Page 31 and 32: annual general meeting bnP Paribas
Page 33 and 34: internet voting) are donated in add
Page 35 and 36: human ReSouRCeS development group v
Page 37 and 38: eakdoWn bY geograpHiC area 2006 200
Page 39 and 40: furthermore, natural employee attri
Page 41 and 42: enhancing employees’ employabilit
Page 43 and 44: neration, exceptional taxes. the me
Page 45 and 46: nP Paribas/london insights on team
Page 47 and 48: nP Paribas/Paris outreach to visibl
Page 49 and 50: nP Paribas/bahraïn parenthood: pil
Page 51 and 52: listening to employees bnP Paribas/
Page 53 and 54: these awards were created to share
Page 55 and 56: nP Paribas/new york bnP Paribas/lyo
Page 57 and 58: RelationS With ClientS and SupplieR
Page 59: in addition to these indicators, bn
Page 63 and 64: protecting the most vulnerable clie
Page 65 and 66: cetelem’s responsible lending app
Page 67 and 68: identifying clients’ needs and se
Page 69 and 70: — incorporating esg issues into o
Page 71 and 72: this system is based on the shared
Page 73 and 74: impaCt on the natuRal enviRonment b
Page 75 and 76: internationally, the system for col
Page 77 and 78: in the commercial real estate busin
Page 79 and 80: compliance in the environmental fie
Page 81 and 82: financing renewable energy projects
Page 83 and 84: a paRtneR in society 82 Rep
Page 85 and 86: despite the crisis, bnP Paribas has
Page 87 and 88: micro-financed business start-ups i
Page 89 and 90: np paribas corporate & investment b
Page 91 and 92: “Proxité” association in saint
Page 93 and 94: elizabeth Kontomanou, the 17th sain
Page 95 and 96: Arval’s international network arv
Page 97 and 98: the boaRd of diReCtoRS MICHEL PéBE
Page 99 and 100: LAuRENCE PARISOT Principal function
Page 101 and 102: conditions for the preparation and
Page 103 and 104: membership of the bnp paribas board
Page 105 and 106: strategy the board of directors for
Page 107 and 108: — the board was regularly informe
Page 109 and 110: compliance with european commission
Page 111 and 112:
compensation — the board of direc
Page 113 and 114:
Accounting internal control — eve
Page 115 and 116:
internal control, risk management a
Page 117 and 118:
corporate governance and nomination
Page 119 and 120:
internal control the information be
Page 121 and 122:
players involved in internal contro
Page 123 and 124:
permanent operational control the e
Page 125 and 126:
limitation of the powers of the chi
Page 127 and 128:
procedure for control of accounting
Page 129 and 130:
making committee (“Pfc” - Produ
Page 131 and 132:
comPliance 130 RepoRt</stro
Page 133 and 134:
— Procedures relating to the acce
Page 135 and 136:
nRe appendiCeS nre appendices - soc
Page 137 and 138:
NRE indicator - 2009 year Scope for
Page 139 and 140:
Page 141 and 142:
nre appendices - environmental chap
Page 143 and 144:
Page 145 and 146:
Page 147 and 148:
RevieW RepoRt fRom
Page 149 and 150:
table of ConCoRdanCe Report on envi
Page 151 and 152:
corporate governance series of prin
Page 153 and 154:
opa (Offre Publique d’Achat) ope
Page 155:
tpi (Titre au Porteur Identifiable)
show all

RepoRt on - BNP Paribas

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?