SIGA_Annual_Report_2015 - page 50

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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 Operational Excellence.
Strategic Objectives
Performance Indicators
Progress
Customer
Service
Excellence
Tend to VIP
Recognize the
importance of customers
with a high value through
segmented pricing,
promotion, and customer
service standards.
Target exceeded via numerous VIP
appreciation events which included
dinner shows, live entertainment, and
special events.
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).
Welcomed over 25,000 new players
club members.
Players Club visits continues to increase
although marginally.
Live entertainment and a variety of
promotions and activities continue .
to draw customer participation.
Know the Customer
Work continues
on developing
psychographic and
demographic profiles
of our customers. This
helps us better serve our
customers. This data is
analyzed and integrated
as a regular part of
our decision-making
process.
Introduces U-Spin in four province-wide
promotions that saw 7,000 members
rewarded with over $26,000 in .
free-slot play.
Customer Service
Technology
Utilize technology to .
enhance the delivery .
of customer service.
Bally (CMS) introduced: U-Spin, .
elite bonus.
New Product
Development
To research and develop
gaming related products
and services that will add
value to our customers.
- Vending machine product.
- New Smoke Signal.
- Wide Area Progressive game
Organizational
Excellence
Corporate Social
Responsibility (CSR)
Meet or exceed targets for public
opinion polling.
Operational Efficiency Increasing the efficiency .
of key business
processes to optimize
productivity and income.
Meet targets to reduce salaries .
and benefits. Budget by controlling
variable labour.
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