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Our business strategy is centered on superior execution and comes together around: A key component of the strategy is BEHPACO customer service model which, is built on three Cornerstones: having a deep understanding of customers and their needs; providing value-adding solutions; and building long-term relationships with customers. At the end of the day it’s all about how well we execute all this. This is where the service-profit chain comes in – it establishes the relationship between our internal practices and employee commitment, customer satisfaction and loyalty, profitability and value creation. We strongly believe that the only way to sustainability deliver value across our businesses is through the service-profit chain. We can draw a straight line between making superior customer service second nature and sustainable profit growth. Key to achieving our strategy, and what makes our operating model distinctive, is the quality of our people and their passion for our company, our business and our customers. In simple terms, the strategy is all about driving our vision: helping people achieve their financial aspirations. Describing what corporate responsibility means can be a challenge because it is no one thing and cuts across every aspect of our business. However, the essence is simple – it means doing business in a way that not only meets our profit imperatives, but also fulfills the community’s expectations for socially and environmentally responsible behavior. From a strategic point of view, our objective is to drive shareholder value through our existing business strategy; that is to positively impact the employee and customer components of our service-profit model; and to develop business opportunities through new sustainability-linked products and services. We also aim to maximize intangible value over the medium term – to build the real drivers of capacity, performance and value within BEHPACO. This includes an improved reputation and social license to ope

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