GENERAL MEETING DRAFT - Bankier.pl

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The principal activities of the Global Banking Services Strategic Business Area are as follows: Information
and Communication Technology (ICT), Operations (Back Office & Workout), Group Organization and
Logistics (which includes Real Estate), Security, Lifelong Learning Center, Management Consultancy and
Internal Customer Satisfaction.
The mission of the Global Banking Services Strategic Business Area (GBS) is to optimize costs and
internal processes, ensuring operating excellence and supporting the sustainable growth of all the
business lines, with a particular focus on:
� efficiency: optimization of the governance model and rigorous control of costs through a
centralized procurement service capable of maximizing synergies, savings and operating
excellence
� specialization: centralization of the services of the Group's Global Service Factories and Shared
Service Centers in order to benefit from economies of scale and specific skills
� customer-centered approach: definition of guidelines for measuring, monitoring and improving the
satisfaction of internal and external customers
� quality of services: definition of key performance indicators and Service Level Agreements by
agreement with internal customers, with periodic evaluations to improve service quality and
promote best practices
2009 CONSOLIDATED REPORT AND ACCOUNTS
102