Page 34 - 2009_2010_Annual_Report

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Internal Perspective –
What services do we need to provide/excel?
To achieve our desired outputs, SIGA will focus on several business process enhancements that are grouped in three
primary themes: Customer Service Excellence, Grow and Develop the Business and Organizational Excellence.
ENHANCEMENTS STRATEGIC
OBJECTIVES
PERFORMANCE INDICATORS
PROGRESS
Customer Service
Excellence
Tend to VIP
Customers
Recognize the importance of customers
with a high value through segmented
pricing, promotion, and customer
service standards.
First Nations hospitality program.
Increased number of VIP touches.
Ensure Exciting
Entertainment
Create a winning atmosphere by celebrating
wins and engaging customers with exciting
and innovative promotions and events.
Over 300 entertainment events held.
Two annual SIGA-wide events
(Poker and Slot tournament).
Players Club membership grown to over
220,000 members.
A variety of promotions and activities
held at each casino to ensure our guests
receive excellent entertainment value.
Engage
Technology to
Deliver Quality
Customer
Service
Utilize technology to enhance the delivery
of customer service and demonstrate to
our customers that we have an intimate
knowledge of their wants and needs and
can be proactive in our communication
to them.
Introduced Players Club self-serve kiosk
to all casinos.
Planned enhancements to the
Players Club kiosks for ease of use
and quick service.
Grow and Develop
the Business
Provide Ancillary
Products and
Services
Introduce new products and services to
customers that add to the experience of
visiting the casino.
New products or services introduced in
09/10 included shuttle services (local
at PHC, NLC, GEC, BCC), deli (NLC),
and Showare (NLC, GEC, PHC, BCC).
Bear Claw Casino & Hotel, SIGA’s first
integrated destination facility, opens
in July 2010
Manage Food
and Beverage
Standards
Develop the management expertise to offer
high quality food and beverage services
on a consistent basis that compliment
the entertainment and excitement of
our gaming products.
New systems introduced will make
it easier to measure and monitor
established food and beverage standards.
Business
Development
and Joint
Venture
Develop a comprehensive process that
includes market studies, primary research,
feasibility studies and financial forecasting
to support SIGA in evaluating potential
products, business investments, business
acquisitions and joint venture investments.
Implemented a comprehensive research
component to establish benchmarks,
quarterly and bi-annually.
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