2 l company guidelines. Dear Employees,

Transcription

1 Company Guidelines

2 2 l company guidelines Dear Employees, we are well on our way to becoming one of the leading service providers in the German and European health sector. The management, executives and employees at all the locations of the company and at all associated organisations contribute to achieving this goal. With this brochure we would like to present our company guidelines. It gives an idea of the contribution that is expected from each individual and what he or she can expect from others in the company. These guidelines are supposed to be both an incentive and a challenge to make our company even more competitive and thus to secure existing jobs and create new ones. Yours faithfully Dr. Dr. Helmut Wagner Dr. Dr. Werner Stibbe

3 company guidelines l 3 Inward Marketing We live from and work for our customers success With our competent, reliable and flexible service, we want to increase our customers success. When we talk about customers, we mean patients, physicians, hospitals and other institutions that can give us work to do and cooperate with us. OpenandFairPartnership Our relationships are characterised by fairness and mutual respect. We look for and find open, trustful dialogue within the company, with our partners and our customers. There are no problems, only challenges. In cooperation with all the parties involved, we work out sustainable solutions to achieve success for all. Helping the employees to provide First-Class Performance You, the employees are the foundation of our success. We therefore invest in your further training and development. We want you to stay with the company as long as possible. We encourage you to develop creativity and realize your full potential for our mutual success. Persons in leadership positions support you by motivating you and by setting a good example.

4 4 l company guidelines Success of the Company Sustainable economic success is the prerequisite for all our activities and thus secures our jobs in the long run. Therefore we strive for a strong position in the market, which allows us to keep the company successful and independent, with its own distinctive identity in the future as well. Outward Marketing We meet our customers requirements Our customers supply us with orders, and their orders provide us with work. They decide who they place orders with. We meet their requirements and exceed their expectations. We support physicians, hospitals and patients by providing them with tailor-made solutions for their various individual needs. We satisfy our customers We are a reliable and competent partner for our customers. We provide them with high-quality medical services and offer excellent customer service. We also offer professional specialist information and advice via all available media. We satisfy our customers.

5 company guidelines l 5 Customer Retention In the long term, our customers will use our services only if they are satisfied with us. It is our objective to win over our customers in such a way that they recommend us to others. Word-of-mouth recommendation is an important basis for our success. Positive Presentation of the Company As a provider in a professional market, we are active in various ways: In the health-care market, we are a service provider for physicians, hospitals and patients. In the job market, we require highly qualified employees. In all markets, we present our medical service company positively, pointing out its individuality.

6 6 l company guidelines Objectives of our Executives Our personnel in leadership positions motivate! inform our employees so they are able to carry out their tasks consistent with our common aims. have a low-key but effective leadership style, which ideally is so effective that each team is able to manage themselves for the most part. strive in particular for effectiveness and results, which also means they strive for the team to achieve good performance in a recognised, reliable and efficient way. be consistent in presenting their views and objectives but if necessary also be prepared to drop old habits and try out new ways. take their co-workers seriously, which means not only accepting criticism but also actively encouraging it. leave room for private conversation in daily communication, but without becoming unnecessarily familiar. lead by example in dealing with customers or by lending a hand in particularly stressful situations.

7 company guidelines l 7 admit to their own mistakes and be aware of gaps in their own expert knowledge. use mistakes of employees as an opportunity to carry out a constructive analysis of those mistakes. They are to discuss any options for improving processes with the affected persons directly. limit the use of their authority to issue instructions to a minimum, but assert themselves with confidence and ease whenever necessary.

8 09/2007 wagnerstibbe Ärztliche Partnerschaft No unauthorized reprint.