Page 36 - SIGA_2010-11 Annual Report

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34
Internal Perspective
WHAT SERVICES DO WE NEED TO PROVIDE TO 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.
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
interactions.
Ensure Exciting
Entertainment
Create a winning atmosphere by celebrating
wins and engaging customers with exciting
and innovative promotions and events.
Over 398 entertainment
events held.
Two annual SIGA-wide events
(Poker and Slot tournament).
Players Club Membership has
grown to over 260,000 Members.
A dynamic variety of promotions
and activities held at each casino.
Know the Customer Developing psychographic and demographic
profiles of our customers will ensure that
customer’s wants and desires are captured,
analyzed and integrated as a regular part of
our decision-making process.
Multiple customer interfaces.
Implemented a comprehensive
research component to establish
benchmarks, quarterly and
bi-annually.
Customer Service
Technology
Utilize technology to enhance the delivery
of customer service.
Planned enhancements to the
Players Club kiosks for ease of
use and quick service.
Development
First Nations
Economic
Development
SIGA will pursue business opportunities
with First Nations partners.
$19M in goods and services paid
to First Nations companies to date.
Product
Development
To research and develop gaming related
products and services that will add value to
our customers.
Two new products or services
introduced this year.
Organizational
Excellence
Reputation for
Excellence
Ensure SIGA maintains the highest standards
for gaming integrity, internal controls, and
corporate governance to ensure a high standard
of stakeholder and consumer confidence.
Met or exceeded targets for public
opinion polling.
Regular internal auditing
conducted.
Operational
efficiency
Increasing the efficiency of key business
processes to optimize productivity and income.
Met targets to reduce salaries
and benefits budget by controlling
variable labour.