eKourier July 2014

FEATURES

Our Values, do we know them?

Quality, consistency and commit- ment gets rewarded by longevity from our customers. In 2009 National Accounts had 14 customers, 12 of those customers are still waiving the Kennards flag today. With end of Financial Year upon us it’s review time and the last 12 months have been an exciting ride. Again this year I am pleased to announce we have ended the year with an exciting 21% growth for the programme. Continuing to build on the roots of our long standing customers we crossed the line with 13,600 rented square meters. This year PMP joined Kennards closing their Warehouses and moving into 22 units across NSW. We watched Silcar open new space around Australia and our friends at Club Assist became our second largest customer. We welcomed Aspen, Techtronics, PMP, Zoetis, The Heat Group and Pernod Ricard making new relationships and strengthening existing ones. Feedback from our customers has been exceptional. We kept our finger on the pulse when customers’ needs started to change, asking for feedback and keeping an open mind. Through our exceptional service offer we were able to accommodate the diverse needs of our customers. When they needed to down size we were there. It’s how we handle these types of situations that give us credibility in our offer. Some of our goals for the next 12 months include the development of a new Master Agreement which will see the individual Agreements phased out along with a simpli- fied discount structure that will create better transparency for our Customers and Teams. Fiona Harding Business Development Manager It’s all in the Offering

164 Respondents indicated to a great extent (89%), 19 Respondents indicated to a moderate extent (10%), 2 Respondents indicated to a slight extent (1%). Question 2 Does the Organisation live the values? 137 Respondent indicated to a great extent (74%), 30 Respondents indicated to a moderate extent (16%), 18 Respondents indicated to a slight extent (10%). Although we have nothing yet to compare the results to, they were very encouraging. Living the values is always going to be our challenge and we will remain committed to fostering strong values in KSS. “ Values are vital in guiding how we behave day-to-day in our business. ” This result gives us a starting point from which to benchmark ourselves and challenge ourselves to improve and grow. Living and breathing our values has a positive impact on our work environment and has a flow-on effect to our customers. Living our values will increase work satisfac- tion and enjoyment, which in turn will enhance the customer‘s experience. Our Freedom Values were born out of Momentun12 along with our Four Pillared strategy. Our Champions responsible for implementing each strategy will cover the progress in future additions of the Kourier.

B ack in 2012 we established our FREEDOM values. Values are vital in guiding how we behave day-to-day in our business. The right values importantly provide a competi- tive advantage over our competitors. An opportunity presented itself to measure how successful we have been in spreading “FREEDOM” throughout KSS. So for the first time this year two supple- mentary questions were added to the OCI Cultural Survey to address this area.

The questions were asked to:

(1) Understand the level of awareness and knowledge of our values amongst Team Members and;

(2) Understand how well we were living these values.

The results are as follows:

Question 1 Do you know and understand the values of the Organisation?

Darren Marshall General Manager

9 Kennards Kourier July 2014