our blueprint for success 2018
I am pleased to present you with a copy of Our Blueprint for Success written by our people. It sets out the reasons why we want to grow, our vision for the future, the critical areas we focus on, the importance we attach to our culture, our values and is the basis for our quality policy. We use it every day to inspire, focus, motivate and guide us. As proud as we are of our past success, we are excited by our future plans. Thank you for your support. 2 C D Pollock DL FOUNDER AND CHIEF EXECUTIVE play your part The Sunday Times Best Companies to Work For 2017 inspire focus motivate guide 3
we are Edinburgh Glasgow Burnley Alderley Edge 550 40,000 500 PARTNERS CUSTOMERS PEOPLE Bury St Edmunds Borehamwood passionate about technology 120 MILLION TURNOVER 1 TEAM ENTERPRISE CORPORATE BUSINESS PARTNER LOVE our blueprint VOICE & CONNECT ICT CYBERSECURITY DIGITAL Internet Access Networks Mobile Voice PBX Infrastructure Cloud Network Software Cloud Endpoint Gateways Infrastructure Servers Apps Cloud Consultancy Software Support CONTENTS strategy award winning core values imperatives for growth vision critical success factors culture play your part 4 inspire focus motivate guide 5
strategy 2018 Our strategy sets out the things we aspire to every day. a great place to work a great place to be a customer ebillz Celebrate Customer Service Week Happy People make customers happy Own It I will own this for you Accuracy get it right first time Speed do it now, tomorrow may be too late Passion show them we care One Team work as one to deliver great service Kiss systems and procedures Talk at every opportunity to our customers Knowledge develop our people to deliver great service Quality is reflected in everything we do 6 inspire focus motivate guide 7
award winning core values CULTURE 2nd 3rd 4.7 Our core values are the foundations of Chess. They are the standards we set ourselves and follow every day. Our people understand and are committed to our core values. QUALITY 2nd Quality Quality describes the high standards we set ourselves. It reflects our commitment to build a business we can be proud of, to be a great place to work, a great place to be a customer. Quality is reflected in everything we do. CUSTOMERS FS32851 EMS522796 WORKPLACE Passion Passion reflects the attitude, energy and performance of our people and the positive effect it has on others. We care, support and help each other to achieve our goals. Simplicity We strive to make life easier for our customers and our people. LEADERSHIP GROWTH Passion inspires our people Rebecca Callan, Customer Passion Hero of the Year 2016 8 inspire focus motivate guide 9
imperatives for growth 75 th acquisition 1M per month EBITDA PARTNER SERVICES 400 Chess people 3rd 2nd 2nd 2020 200 Chess people ICT SOLUTIONS DIGITAL 2016 2017 1 st acquisition 1M per month turnover 50 th acquisition EMS522796 2014 2015 1993 born 2000 1M per year turnover 100 Chess people 2002 2005 2006 2007 2008 2010 ebillz the complete billing solution 2011 2012 Digital 2013 Market Opportunity We are lucky to work in a fast-moving, dynamic, growth industry. Our agility enables us to embrace change quickly, strengthening our ability to grow. Innovative products and services create new, exciting challenges and opportunities. People Opportunity Our growth creates opportunity for everyone to progress their career, to develop knowledge and skill, to gain reward and recognition and to maximise their potential. The growth and success of our people ensures the growth and success of our business. One Team Spirit We are passionate about our unique team spirit. As one team, together, we own and nurture our vision, culture and values. Maximising Our Potential We have the talent, knowledge, skill, experience and drive to build a business we can be proud of. We are a significant player in our industry with the potential to be great. Striving to maximise our potential and that of our people will be a rewarding journey. Challenge We are, and have always been, an ambitious organisation with a desire to grow and be great at what we do. We strive every day to be the best of the best. This is our challenge. If you re not growing, we re not growing 10 ebillz Partner CyberSecurity ICT inspire focus motivate guide 11
vision a great place to work a great place to be a customer We will achieve this by... Being an energetic, hard-working, success-driven, fun and exciting place to work that attracts, retains and inspires people. Being easy to deal with, meeting customers expectations. Having a performance culture where everyone achieves their target. Working with our people, customers, partners and suppliers for mutual success. Delivering growth through sales, acquisitions and retaining customers. Winning awards for excellence and customer service. Delivering technological advantage to our people and customers. Being a performance benchmark and a trusted brand. Optimising reward and recognition systems to motivate our people. Sharing ownership with our people. Playing our part in the wider community. Sharing ownership with our people CyberSecurity Launch Day 12 inspire focus motivate guide 13
critical success factors the areas we focus on to achieve our vision 1Customers To listen, talk and know our customers, to deliver great service. 3Financial Control To control costs, maintain positive cash flow, measure and report on performance. 5Relationships To nurture strong relationships with our customers, partners, people and suppliers. 7Systems and Procedures To continuously develop and improve simple, reliable, accurate and efficient systems. 9Brands To promote and build a trusted brand. 11Compliance To adhere to all aspects of legal, regulatory and business standards. 2 Performance To measure, manage and consistently achieve targets. 4 People To continuously improve the knowledge, skill and performance of our people. 6 Products and Services To deliver reliable innovative technology solutions that meet our customers needs. 8 Leadership To inspire, motivate and guide our people, to be a role model. 10 Acquisitions To maximise value with smooth integration, to make a great first impression. 12 Culture To never take our unique culture and core values for granted. Leadership Away Day 14 inspire focus motivate guide 15
Cultural Architects culture the attitudes and behaviours we expect of our people To help maintain a friendly, positive atmosphere where everyone feels valued and cared for. To help maintain a healthy, happy, energetic, safe place to work. To put customers at the heart of our decision making. To exceed customer expectations own it. To take responsibility for their performance and personal development. To help improve the way we do things and embrace change. To help others one team. To be fair, respectful and treat others as they would wish to be treated. To behave and operate with integrity. To communicate openly, positively, honestly and constructively. To acknowledge the contribution and celebrate the achievements of others gimme 5. To encourage, motivate and support others in their quest for success. To enjoy, and learn from, the challenges created by our growth. To play our part in the wider community by supporting charities, minimising our impact on the environment and creating employment. To work hard, have fun and celebrate our successes. To challenge those whose behaviour or attitude does not support our culture. To help protect and nurture our culture.
play your part Our Blueprint sets out the guidelines Chess people follow every day. Each year we review our responsibilities and goals. They are our Quality Objectives. In order of priority my top 5 work responsibilities and goals play your part Responsibilities 1. 2. 3. 4. 5. Goals 1. 2. 3. 4. 5. I use my blueprint to inspire, focus, motivate and guide me.
0844 770 6000 www.chessict.co.uk DEC 2017