TDC Group Annual Report 2011(6,4MB) - TDC Annual Report 2011

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TDC Group Annual Report 2011 “The best-performing incumbent telco in Europe by 2012 measured on value creation, customer satisfaction... As a result of productivity gains, cost improvements and divestment of non-core assets, TDC has significantly improved its reported EBITDA margin. From being at the bottom among European peers in 2006 to reaching a European high of 41.6% at year-end 2011. Average TSR over the period outperformed both peers and the Danish C20 stock index. EBITDA margin % 28.8 #11 2006 2007 2008 2009 2010 2011 Peers: Telekom Austria, Telecom Italia, France Telecom, KPN, Swisscom, Telefonica, Telenor, TeliaSonera, Belgacom, Deutsche Telekom, Elisa. Average TSR 2006-2011 % 3.8% 31.8 33.9 6.3% 36.3 41.2 41.6 11.2% #1 European telco Danish C20 index TDC benchmark Peers: Belgacom, BT, Deutsche Telekom, Elisa, France Telecom, KPN, Hellenic Telecommunication, Portugal Telecom, Swisscom, Telecom Italia, Telefonica, Telekom Austria, Telenor, TeliaSonera. Source: Bloomberg Launched in Q2 2009, the TAK customer satisfaction programme has been a key element in changing TDC from a product/technology-centric to a customer-centric organisation. TDC continues to have a clear focus on improving customer experiences and has managed to lift customer satisfaction considerably. Efforts to decrease the number of unacceptable customer experiences have also been in focus. Customer satisfaction Index score 67 71 2009 2010 2011 Unacceptable customer experiences Index, Q1 09=100 96 75 2009 2010 2011 72 64 18
TDC Group Annual Report 2011 ... and employee pride, while remaining the backbone of a Danish world-class communications infrastructure” TDC has managed to improve employee satisfaction substantially from 73 in 2008 to 80 in 2011. The focus on strengthening management has also been successful through reducing the share of low-performing managers, those with an employee satisfaction score below 60, from 13% in 2008 to 2% in 2011. Employee satisfaction Index score 73 76 2008 2009 2010 2011 Low performing managers % 13% 77 6% 6% 80 2% 2008 2009 2010 2011 TDC has invested significantly in its network to retain its world-class communications infrastructure. In fact, this means that TDC’s average maximum broadband speed increasingly exceeds the average demand of Danish broadband customers. Investments DKKm 3,975 3,891 Offered and demanded speed Mbps Source: TDC/Danish Business Authority 3,534 3,421 2008 2009 2010 2011 25 6 37 8 10 2008 2009 2010 2011 Average speed demanded by market Average maximum speed offered by TDC 59 60 12 19
Page 1 and 2: 2011 Group Annual Report
Page 3 and 4: TDC Group Annual Report 2011 Accomp
Page 5 and 6: While our business is less impacted
Page 7 and 8: Revenue The TDC Group’s revenue i
Page 9 and 10: Profit for the year Profit for the
Page 11: Guidance 2011 TDC published financi
Page 14 and 15: TDC during 130 years TDC turns 130
Page 16 and 17: Internet The four regional telephon
Page 20 and 21: TDC today Profile TDC is the leadin
Page 22 and 23: Product lines In a rapidly changing
Page 24 and 25: Innovations in TDC in 2011 TDC is a
Page 26 and 27: TDC’s mission, vision and values
Page 28 and 29: Strategy 2012 Customer satisfaction
Page 30 and 31: TDC Group Annual Report 2011 30
Page 32 and 33: TDC’s homedisk stores 320,000 GB
Page 34 and 35: Consumer 2011 at a glance • Consu
Page 36 and 37: To an increasing extent, customers
Page 38 and 39: Performance in 2011 Revenue The bus
Page 40 and 41: Business partners & colleagues Cope
Page 42 and 43: Nordic 2011 at a glance • Solid r
Page 44 and 45: Gross profit The gross profit growt
Page 46 and 47: Performance in 2011 Revenue Wholesa
Page 48 and 49: YouSee 2011 at a glance • Strong
Page 50 and 51: Gross profit YouSee’s gross profi
Page 52 and 53: Performance in 2011 In 2011, Operat
Page 54 and 55: In 2011, TDC showed its ability to
Page 56 and 57: Shareholder information Policy TDC
Page 58 and 59: Share price In a challenging market
Page 60 and 61: TDC has 2,550 3G sites in Denmark,
Page 62 and 63: Regulation Overview The summary bel
Page 64 and 65: Risk factors TDC is faced with both
Page 66 and 67: Risk Description and impact Mitigat
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Corporate Social Responsibility 201
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Corporate Social Responsibility The
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of life of the individual patients
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At TDC, we continued to increase th
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Red Cross for vulnerable population
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YouSee and TDC in combination deliv
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Corporate Governance Recommendation
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Management Corporate Management Tea
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Board of Directors Vagn Sørensen C
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Jan Bardino Age 59. Elected by the
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Coax refers to a technology based o
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data, which may vary in accuracy. A
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Financial Statements 2011
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Financial Statements Financial Stat
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Management Statement TDC Group Annu
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TDC Group Annual Report 2011 Consol
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TDC Group Annual Report 2011 Assets
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TDC Group Annual Report 2011 Consol
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Notes to Consolidated Financial Sta
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interests is recognised in equity.
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Special items Special items include
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account exceeding the amount capita
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Assets or disposal groups classifie
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Note 3 New accounting standards At
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Note 4 Segment reporting For a desc
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TDC Group Annual Report 2011 Geogra
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TDC Group Annual Report 2011 Remune
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TDC Group Annual Report 2011 Deferr
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TDC Group Annual Report 2011 Note 8
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TDC Group Annual Report 2011 Net fi
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Reconciliation of effective tax rat
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TDC Group Annual Report 2011 is bas
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Land and buildings Telecommun icati
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TDC Group Annual Report 2011 Treasu
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TDC Group Annual Report 2011 Net in
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Maturity profiles 1 Financial asset
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exceed 25% in year two, 30% in year
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Financial transactions are only ent
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Other risks of capital contribution
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TDC Group Annual Report 2011 Sensit
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C: Pensions for former Danish civil
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TDC Group Annual Report 2011 Assets
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Note 35 Overview of Group companies
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Note 39 Research and development co
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Five year overview TDC Group Annual
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Cover photo: NW Copenhagen Translat
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TDC Group Annual Report 2011(6,4MB) - TDC Annual Report 2011

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