Page 34 - SIGA Annual Report 2013

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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.
65 VIP Hosted Events (dinner shows,
parties, concerts, etc.)
First Nations hospitality program.
Increased number of VIP interactions.
Exciting
Entertainment
Create a winning atmosphere by
celebrating wins and engaging customers
with exciting and innovative promotions
and events.
Two annual SIGA-wide events (Poker and
Slot tournament).
Players Club Membership has grown to
over 300,000 members.
Players Club visits exceeded targets.
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.
The new Casino Management System
(CMS) implemented at all SIGA Casinos
this past year will ensure more effective
customer relationship management.
This impacted a large number of customer
interfaces.
Customer Service
Technology
Utilize technology to enhance the delivery
of customer service.
Implemented new casino management
system (CMS) at all casinos.
Product
Development
To research and develop gaming related
products and services that will add value
to our customers.
Implemented 2 pilots – Wireless ticket
scanners, Wireless Rewards Center
Organizational
Excellence
Corporate Social
Responsibility
Promote Corporate Social Responsibilty
Met or exceeded targets for public
opinion polling.
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.
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