SPS Corporate Image

Corporate Responsibility

Strategy

SPS is strongly committed to sustainable development of long-term value creation for all stakeholders: shareholders, journalists, employees, clients, suppliers as well as the community and the environment, not just in the countries in which it operates, and beyond the established legal framework.


Principles

The principles on which this strategy is built are:

  1. Sound policy of corporate responsibility with transparent communication
    The company communicates its corporate responsibility strategy to shareholders, investors, journalists, employees, clients, suppliers and institutions through printed and electronic media (website, e-mail) or verbal presentations and also acts on suggestions of ways to improve the content or transmission of this information.


  2. Corporate Governance practices
    Service Point strongly believes in the principles that form the basis of Corporate Governance best practices and our actions are governed by transparency, business ethics and professionalism.

    Service Point has adopted a series of internal policies that define the common principles by which its subsidiary companies should act as well as the structure and composition of their management committees, regulating the relationships between them and ensuring coordinated action and the necessary influence of the inherent powers of the majority shareholder, Service Point Solutions S.A., as parent company.

    Service Point is at the forefront in applying these standards and it is adopting the measures presented by Law 44/2002, of 22 December, Law 26/2003, of 17 July and Ministerial Order 3722/2003 of 26 November, within the legally established period.

    Of particular note, the following measures have been adopted during 2006:
    • Preparation of the Annual Corporate Governance Report for 2006 in line with the format established by Circular 1/2004 of the Comision Nacional del Mercado de Valores (Spanish Securities Commission).
    • New design of the corporate website (www.servicepoint.net) with a greater information and easier way of navigation. The financial information and Corporate Governance information on the Company website in the section "Information for shareholders and investors" meets the content and structural requirements established by Circular 1/2004 of the Comision Nacional del Mercado de Valores since 2004. The visibility and accessibility to this information has been improved in 2006.
    • Increase in subscribers to the electronic bulletin (shareholders, investors, journalists) and number of visitors to the website, with a total xxxxx visitors in 2006.
    • More pro active in carrying out investor relations activities with presentations made in the Madrid and Barcelona Stock Exchanges, meetings with investors and analysts as well as with the media in Barcelona, Madrid and London.


  3. Policy on privacy and security of information
    The SPS policy on privacy and security of information sets out the procedures and internal controls with the purpose of protecting any information of a personal nature from inappropriate use. This policy is applied in all areas of the company in which information containing information of any type about clients, employees, suppliers, shareholders, etc. is processed.

    The nature of the information entrusted to us by our clients is such that the systems must adapt constantly to ensure privacy. The information provided is held in a secure location with the required segregation of activities and processes to provide the maximum protection when the information is used, shared or stored.

    Depending on the use or process that the information is subject to at a given moment, it can be stored in computers, transmitted across networks, printed on paper or even transmitted verbally. As far as security is concerned, our function is to provide systems with the appropriate protection regardless of the medium involved and the format that they contain.

    The internal rules stipulate that:
    • The company adheres to the regulations regarding the management of privacy and/or confidentiality of information established in the countries in which it operates.
    • All the service points must comply with the legal regulations regarding documents under copyright, including all type of material that can be copied.
    • All the service points must take adequate precautionary measures to protect the information deposited against possible loss, destruction, falsification or misappropriation.
    • Compliance with these security rules is monitored by an internal control system and is complemented with technical training and security training programs for all employees.


  4. Client satisfaction.
    Our efforts are focused on the following areas:
    • Quality assurance supported by ISO 9001 certification and the use of the Service Level Agreements (SLA) which allow service quality and the contract performance to be measured objectively.
    • Achievement of continuous improvement in client satisfaction levels.
    The tools used to measure the level of satisfaction include:
    • Client suggestion box at the head office of Service Point in each country
    • Communication Committee and informative sessions that enable employees to resolve difficulties and in turn improve services
    • Quarterly client reviews and planning meetings, in which performance over recent months is evaluated, as well as the strategy to strengthen the partnership with the client in the future
    • Monthly evaluation of the client using a cost and expense savings report, compliance with deadlines and service quality, amongst others.
    • Client Satisfaction Survey (CSS) with a quantitative evaluation that provides indicators of the service satisfaction levels.


  5. Attract and motivate the best human resources
    The success of Service Point depends on harnessing the best results from its employees. Our efforts are focused on encouraging communication between employees and management, which is achieved through the following activities:
    • Development and training programs.
    • Progress towards achieving the company's objectives is recognised through a component of variable remuneration and stock option plans. In addition, commercial activity is rewarded through monthly, quarterly and annual prizes.


  6. Protection of the environment
    Environmental Management Standard
    In 2006 Service Point UK spearheaded the roll-out of ISO accreditation across the SPS group feeding a task force of experts internationally to deliver full registration. Having achieved ISO 14001 (at UK Head Office and key account level) we are encouraged that owning the accreditation fully supports the demands of our customer base.

    This international environmental management standard controlling and improving a company's performance is central to our ongoing ambition to retain our minimum impact on the environment. Service Point continues to drive consistent and acknowledged ways to merge environmental considerations into our day to day activities and strategic planning processes.

    • The 'Taskforce' focus:
      • Gap Analysis - identifying our current status in relation to the EMS (environmental management system)
      • Team Workshops - Driving commitment and ownership of EMS
      • Awareness - providing education and gaining commitment from the team


  7. Economic and social development in the environment:
    Through the course of 2006, Service Point has undertaken a large number of activities aimed at the economic and social improvement of its community as well as in countries outside its operating area. Some examples of these activities are:
    • Donations of cash or technical and graphic material for charitable works
    • Sponsorship of activities related to the sectors in which Service Point is involved
    • Supporting research and the treatment of diseases