Page 71 - flipbook-ubp-IR

Learning and development - Succession planning (Synergy and self-sufficiency)
We formalised a succession plan which aims at identifying talents and preparing them to take leadership positions in the future. This plan will allow us to anticipate our needs to transfer knowledge effectively amongst employees, to develop and enhance their key talents and skills, and to promote their commitment to the company, thereby ensuring business continuity.
“With the current shortage of skilled labour, it is important
to make sure that a formalised succession planning is in place to minimise the risk of running short of skilled workforce”
says Azmi Dilloo, our Talent Development Manager.
Group-wide Service Excellence training (Efficiency with resilience)
According to Ron Kauffman, international consultant and author of ‘Uplifting Service’, great service is about taking action to create value for someone else, with genuine care and concern. Kauffman has developed a world-renowned methodology to enhance service levels. Since 2021, the Group has embarked on a global service improvement journey by implementing the Kauffman methodology. This initiative is allowing us to build a common and consistent service language across the Group. It also provided us with practical tools that allow us to structure our approach to service, from how we i) unpack operational issues ii) identify areas for improvement, iii) enable departments and companies to work in synergy, and iv) to how we instill a strong service culture within the Group.
To date, we have completed the following:
Certification of 5 Workshop Leaders across the Group. Training of 55 Service Champions across the Group. Completion rates of the programme so far:
- UBP: 67% expected to reach 100% in November 2022. - Drymix: 100%.
- Gros Cailloux: 100%.
- Espace Maison : 100%.
Number of sessions carried out to ensure the application of the tools learnt:
- UBP: 4.
- Drymix: 4.
- Gros Cailloux: 3.
- Espace Maison: 10.
Implementation of the tools learnt to address service issues: 15% across the Group.
CORPORATE FINANCIAL GOVERNANCE STATEMENTS
UBP INTEGRATED REPORT 2022 69
OUR PERFORMANCE