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Dianne E. Slabisak
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1Organizational Profile Œ Application Summary Clarke American™s history dates back to 1874, with roots in printing checks. Today™s customers have much more sophisticated requirements, and we have expanded our traditional line of check products with innovative, added- value products and services. We are proud of our past, with its growth and prosperity, and are very excited about the future. P.1A ORGANIZATIONAL ENVIRONMENT Figure P-S1 defines Clarke American™s beliefs and aspirations. These form the foundation of our approach to Business Excellence, which we call First in Service (FIS) .FIS is our quality journey and is a mirror image of the Baldrige Model. This FIS commitment drives our people, processes and results toward world-class levels. Figure P-S2 shows the FIS behaviors we expect from every leader and associate. Our receipt of the 2001 Texas Award for Performance Excellence externally validates the success of FIS.We align our goals and actions with the goals of our partners (the financial institutions Œ FIs) and our mutual customers (the checking account holders). Headquartered in San Antonio, Texas, we produce personalized check orders and handle servicing phone calls at industry-leading levels of service, quality and cycle time. Our network includes manufacturing facilities, partner and customer contact centers and a field sales force. This network continues to evolve to deliver on the ever-changing needs of our partners and customers. Figure P-S1 Who We Are Œ Clarke American Vision Statement To become a world-class Customer Management Solutions company providing innovative, quality-driven solutions that delight our partners and customers. Core Purpose To be the company people trust and prefer to provide quick and accurate financial documents, products, and services that make transacting their business easy and secure. Mission Statement We will be recognized as a First in Service company by our customers, partners, suppliers and shareholders as a result of our commitment to superior services and quality performance. We will achieve long-term profitable growth by providing value-added short run printing and related high quality products and services to the Financial Institution market and other selected channels. Values Customer First Integrity and Mutual Respect Knowledge Sharing Measurement Quality Workplace Recognition Responsiveness Teamwork First in Service The way we do business, driven by the Baldrige Model. Quality Policy With each product and service that we deliver, we will strive to exceed our customers™ expectations. Our standard of performance is 100% satisfaction. Values – Defined Customer First Œ We believe this value is the very essence of why we exist at Clarke American. Customer focus that drives value-added products, services and processes which lead to high levels of customer satisfaction, preference and retention. Our target is to lead through customer driven quality. Integrity and Mutual Respect Œ We are proud of our strong commitment to honesty and fairness in all of our business activities. We understand that each associate is responsible and accountable for their actions. This understanding includes admitting mistakes, accepting a better way when it is presented, and confidently giving credit where credit is due. Respect for each associate creates an open atmosphere of trust, sincere concern for self-esteem, and patience as we work together as a team to fulfill our business commitments. Knowledge Sharing Œ The Clarke American culture encourages all to grow and learn. To be the best that you can be requires the ability to transfer and share knowledge. Best practice identification and sharing embed knowledge and transfer of successes. Through knowledge sharing all associates have the opportunity to cross-train and adapt to a rapidly changing, demanding and rewarding work environment. Measurement Œ Customer-focused world class measure- ments are a cornerstone of our business. Effective measurement supports a fair, objective and open environment in which we can make informed decisions based on fact rather than opinion. Above all, we view measurement as a means of expressing and recognizing our goals and achievements as we strive for continuous improvement. Quality Workplace Œ We are committed to maintaining a stimulating and rewarding work environment. This means that we invest in innovative, high-quality equipment and tools, and that we take pride in maintaining our workplace. The extra effort we put into keeping our offices, call centers and manufacturing facilities clean, neat, and efficient reflects the pride we have in Clarke American. The extra effort we put into our personal appearance reflects the pride we have in ourselves and the respect we have for our partners and customers. Recognition Œ We work hard and enjoy celebrating the results of our work. It™s fun to reward and recognize the successful performance of teams and individual associates when they find a way to increase Clarke American™s value to our partners and customers. Meaningful business process improvements achieved by our associates, partners, and suppliers naturally inspire celebration. Responsiveness Œ We respond quickly to our partners™ and customers™ needs. Our sense of urgency motivates us to take quick action on partner/customer requests and to continually improve the cycle time of our key business processes. We are each empowered to make the necessary decisions and take the necessary actions to make it easy for customers to do business with us. Teamwork Œ We achieve extraordinary, exciting results when we work as a team. Teams embody the spirit of Clarke American as we, with our partners, customers and suppliers, explore new ways to meet the challenges of today™s business world. Teamwork allows each of us to participate in Clarke American™s success and shape our Company™s future.
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