G4S Annual Report and Accounts 2011
G4S Annual Report and Accounts 2011
G4S Annual Report and Accounts 2011
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Governance Financial statements Shareholder information<br />
Group-wide st<strong>and</strong>ards <strong>and</strong> practices<br />
Whilst the business model can be applied in different ways within each market depending on the level of market development, there are a number<br />
of group-wide st<strong>and</strong>ards <strong>and</strong> practices (below) which are applied across all businesses to ensure consistent high st<strong>and</strong>ards of operation <strong>and</strong> delivery<br />
of the group’s core values.<br />
uu<br />
uu<br />
uu<br />
Business reviews <strong>and</strong> financial controls<br />
Sales <strong>and</strong> business development practices<br />
HR st<strong>and</strong>ards, succession <strong>and</strong> talent management<br />
uu<br />
uu<br />
uu<br />
Service excellence <strong>and</strong> operational best practice<br />
Business ethics <strong>and</strong> compliance<br />
Legal frameworks <strong>and</strong> approval processes<br />
Customer attributes <strong>and</strong> contract characteristics<br />
Critical success factors<br />
Strategic partner:<br />
uu<br />
uu<br />
uu<br />
Senior/board level relationship<br />
Concerned about risk <strong>and</strong><br />
reputation<br />
Complex needs <strong>and</strong><br />
decision drivers<br />
uu<br />
Long-term (5 yrs +),<br />
output-based contracts<br />
Service bundler/<br />
outsourcer:<br />
uu<br />
uu<br />
uu<br />
Senior level relationship<br />
Concerned about risk <strong>and</strong><br />
reputation<br />
Single contract for variety<br />
of services<br />
Multi-service buyer:<br />
uu<br />
uu<br />
uu<br />
Supervisory level relationship<br />
Buys multiple services under<br />
separate contracts<br />
Bundles services to gain price<br />
volume advantage<br />
Single service buyer:<br />
uu<br />
uu<br />
uu<br />
Functional manager<br />
relationship<br />
Heavy intervention from<br />
customer staff<br />
Single service buyer<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
Strategic procurement process<br />
Ability to share in gains<br />
Value defined by benefit<br />
not price<br />
Buys solution to problems<br />
Sector expertise essential<br />
Quality measured on outputs<br />
Service level agreement<br />
specifies KPIs<br />
Price important but not<br />
key driver<br />
Centralised contract<br />
co-ordination<br />
Procurement-based<br />
buying process<br />
Short-term contracts<br />
Price sensitive<br />
Quality measured on inputs<br />
Short-term contracts<br />
Price sensitive<br />
Quality measured<br />
on inputs<br />
Commoditised<br />
procurement process<br />
Business enhancing<br />
Ensuring compliance/reducing losses<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
uu<br />
Board level access/relationships<br />
Strong reputation for quality <strong>and</strong> ethics<br />
Consultancy-led approach to business development<br />
Senior level account <strong>and</strong> contract management<br />
Access to capital/funding<br />
Expertise in contractual design<br />
Expertise in complex financial modelling<br />
Ability to analyse problems <strong>and</strong> design solutions<br />
Sector or subject matter expertise <strong>and</strong> credentials<br />
Continuous improvement philosophy<br />
Underst<strong>and</strong>ing of risk/reward relationship<br />
High-quality bidding capability<br />
Ability to leverage the cost base<br />
Account <strong>and</strong> contract management skills<br />
Ability to exp<strong>and</strong> into <strong>and</strong> self-deliver<br />
additional services<br />
Service excellence in every service line<br />
Workforce supervision expertise<br />
Training <strong>and</strong> screening st<strong>and</strong>ards<br />
Core operational <strong>and</strong> back office IT systems<br />
Low cost of operation with high service levels<br />
Increasing customer partnership<br />
This is how we work with different types of customer to develop our<br />
relationship, extend our service provision <strong>and</strong> become critical to them<br />
achieving their organisational goals at the partnership level – moving<br />
through the development phases where we can. Having a good mix<br />
of different levels of customer relationship is good for our business.<br />
At every level there are elements of our<br />
activities which are critical to our success<br />
– which help us achieve customer retention,<br />
growth <strong>and</strong> margin expansion.<br />
<strong>G4S</strong> plc<br />
<strong>Annual</strong> <strong>Report</strong> <strong>and</strong> <strong>Accounts</strong> <strong>2011</strong><br />
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