Thorn-EMI 1995 Annual Report

Fnofl
Product and propositions cannot
ensure success; ultimately thk will be
determined by the quality and
dedication of THORN employees.
During 1994195, senior managers from
around the world came together in
order to discuss the fundamentals of
THORN's business and identify the
values and commitments which
should be instilled throughout the
organisation to drive business growth
through unsurpassed curtomer care.
The overriding conclusion was simple:
excellent custoner relationsh ip s depentl
aPo exceptiottalenPloJee
cotnmitment. To giv e pr acttcal
effect to this deceptively simple
principle demands continuous
effort to improve two-way
communications, investment in
training and development
opportunities for all employees and
reward structures tailored to better
reflect the delivery ofcusromer, are.
Upgrading employee skills and
motivation is clearly a long-term
programme, but is an
inve stment
thatTHORN knows to be crucial to
sustained, strong performance.
Accordingly, regular measurement of
employee attitudes has now become a
key element in helping to determine
progress in these areas.
Our senior managers also
highlighted the need foTTHORN to
demonstrate its concern for the
communitle\ in whi, h its rustomer:
and employees live and work.This not
only refl ects THORN's responsibility
as a corporate citizen, but also the
desirability- for sound
business reasons -
ofbeing
recognised as a
trusted member
ofthe specific
communities
which we serve-
We believe that
customers will
appreciate the
wider role which we play in improving
the quality oftheir lives and that our
employees will derive a sense ofpride
and confrdence from such activities. A
number of noteworthy initiatives were
commenced during 1994195: THORN
Australia sponsored the Banksia
Environmental Award Scheme for
schoolchildren; THORN UK
appointed a Community Affairs
Director to lead and optimise its
community involvement; while
THORN Americas expanded its
United Way fund-raising to include all
co-workers and engaged in various
community-based charitable activities
throughout the USA.
Customer satisfaction is the
objective ofall ofour efforts and
investments: its continrred
achievement will keep us ahead ofthe
fre1d.Ife will continue to develop our
propositions, our product range and
our organisation to address the
opportunities arising from changing
customer needs and aspirations. By
doing so, we believe we will
continually grow the quality,
scope and profitability ofour
unique business.