our blueprint for success - chessict · strategy 2018 a great place to work ... our blueprint sets...

our blueprint for success2018

inspire focus motivate guide | 32 |

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.

C D Pollock DL

FOUNDER AND CHIEF EXECUTIVE

I am pleased to present you with a copy of Our Blueprint for Success written by our people.

inspire focus motivate guide | 3

play your part “ ”

The Sunday Times Best Companies

to Work For 2017


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

Qualityis reflected in everything we do

strategy 2018

a great place to work a great place to be a customer

Our strategy sets out the things we aspire to every day.

ebillz Celebrate Customer Service Week

“ ”


award winning

QualityQuality 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.

PassionPassion 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.

SimplicityWe strive to make life easier for our customers and our people.

CULTURE

4.7

QUALITY

CUSTOMERS

LEADERSHIP

GROWTH

core values

Rebecca Callan, Customer Passion Hero of the Year 2016

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.


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Passion inspires our people

“”

FS32851 WORK PL ACE


Market OpportunityWe 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 OpportunityOur 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 SpiritWe are passionate about our unique team spirit. As one team, together, we own and nurture our vision, culture and values.

Maximising Our PotentialWe 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.

ChallengeWe 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.

imperatives for

born

1st acquisition

50th acquisition

75th acquisition

200 Chess people

400 Chess people£1M

per month EBITDA

£1M per year turnover

£1M per month turnover

100 Chess people

1993

2000

2002

2006

2005

2008

2010

2015

2016

2017

2020

2011

2013

2007

2012

2014

ebillzthe complete billing solution

PARTNER SERVICES

ICT SOLUTIONS

growth

Digital

ICTCyberSecurityebillz Partner

DIGITAL

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3rd

If you’re not growing, we’re not growing

“”


• 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.

vision

We will achieve this by...

CyberSecurity Launch Day Sharing ownership with our people “ ”

a great place to work a great place to be a customer“ ”



1Customers To listen, talk and know our customers, to deliver great service.

3Financial ControlTo control costs, maintain positive cash flow, measure and report on performance.

5RelationshipsTo nurture strong relationships with our customers, partners, people and suppliers.

7Systems and ProceduresTo continuously develop and improve simple, reliable, accurate and efficient systems.

9BrandsTo promote and build a trusted brand.

11ComplianceTo adhere to all aspects of legal, regulatory and business standards.

critical success factors

2 PerformanceTo measure, manage and consistently achieve targets.

4 PeopleTo continuously improve the knowledge, skill and performance of our people.

6 Products and ServicesTo deliver reliable innovative technology solutions that meet our customers’ needs.

8 LeadershipTo inspire, motivate and guide our people, to be a role model.

10 AcquisitionsTo maximise value with smooth integration, to make a great first impression.

12 CultureTo never take our unique culture and core values for granted.

14 |

Leadership Away Day


the areas we focus on to achieve our vision

“”

culture

• 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.

Cultural Architects

the attitudes and behaviours we expect of our people

“”

play your part

“

”

In order of priority my top 5 work responsibilities and goals

Responsibilities

1.

2.

3.

4.

5.

Goals

1.

2.

3.

4.

5.

“ I use my blueprint to inspire, focus, motivate and guide me.”

Our Blueprint sets out the guidelines Chess people follow every day. Each year we review our responsibilities and goals. They are our Quality Objectives.

play your part“ ”

0844 770 6000

www.chessICT.co.uk

DEC 2017

our blueprint for success - chessict · strategy 2018 a great place to work ... our blueprint sets...

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