The Values and Culture by which we aim to do business within the organisation have grown out of the businesses that came together to form cprm, as well as our experiences and customer feedback since then. Our aspirations are that in our day to day interactions with customers and colleagues we live up to their, and our, expectations. In particular, we seek to attain certain standards that can be split into the following areas:

The remainder of this section sets out in some detail how we seek to apply these Values & Culture aims. It is not something that we can be overly prescriptive about, however, as implementing these aims is something that we expect our teams to apply almost unconsciously. What we do ask both our colleagues and customers to do, however, is to assess periodically whether they are acting, or being treated, in a way that is consistent with these aims, and to feedback on any concerns openly.

We continually seek to re-assess our behaviours and to ensure that we live up to these aims. Where we fail to meet your expectations, we would welcome your comments, as we would when we exceed them. Indeed, we would encourage you to comment on any issues at all arising from this document.

Jonathan Black
Managing Director
April 2006

Explanation and further comment on our values and culture are given below. In particular, we comment on how these values relate to our colleagues and customers.

Attitude

• Our colleagues approach work with a positive attitude, believing that they will perform well, and that cprm is providing valuable services for customers. We constantly check that we are doing the right things for our customers, at the right time and at the right cost.
• Customers benefit from our results-based approach. When they set new challenges, we respond with solutions and not with problems. Our reputation is of an organisation that delivers results that are relevant to our customers

Individual responsibility

• Our colleagues take individual responsibility and are empowered to deliver results. Management structures and roles are well documented so that colleagues know who is responsible for what. Individuals consult others, and work with colleagues in teams, whilst retaining full responsibility. Individuals use their empowerment responsibly and sensibly.
• Customers can rely on us to fulfil our obligations, and know who to talk to about new issues or about business as usual.

Excellence

• Our colleagues strive to produce excellent work, with particular emphasis on practical outputs from a sound technical base. Technical knowledge, combined with common sense and an understanding of our customers’ needs, is used to solve problems pragmatically. It is valued for its role in meeting client needs, not for its own sake.
• Customers can rely on our excellent technical knowledge, processes, procedures and professionalism. We engage constructively with customers to produce and implement practical solutions to new challenges.

Continuous improvement

• Our colleagues regularly examine and improve our processes. We share our insights so that others within our business can benefit. Change is supported and lessons are consistently and quickly shared. We encourage and support our colleagues to take responsibility for their own development. We are pro-active in implementing business process improvement and we do not wait for problems to occur before acting.
• Customers benefit from our commitment to improvement through efficient and effective working practices and higher service standards. Continuous improvement allows cprm to price competitively.

Alignment of interests

• We attempt wherever possible to align the interests of our colleagues to each other, to our customers, our business partners and our shareholders. Our colleagues share a sense of direction that generates enthusiasm and inspires commitment and professionalism. We encourage our colleagues to think commercially, and we expect them to make a full contribution to the business. Remuneration encourages accountable and measurable performance based on quality, efficiency and creativity. Senior leadership share in growth and in profits, with much of their remuneration dependant on business results.
• We look to align the interests of cprm with those of our customers. Solutions that benefit both parties are developed whether this is in terms of fees or in terms of lessons learned or skills developed. Client fees are based on a clear understanding of output, and give encouragement on both sides to deliver agreed quality in a timely and efficient manner.

Openness and integrity

• We are open, up-front and honest with one another. Our colleagues understand, share in and are able to contribute to our strategy. Internal communications seek to give, in unusual detail, group news and current thoughts. Communication is fast and accessible.
• Customers are kept in the know. We share issues, and develop solutions, in a timely and open fashion. Because of this, they trust us.

Fairness and respect

• We treat all individuals fairly. Our colleagues are respected and trusted to act responsibly and professionally. We encourage regular self-assessment through our performance management approach, and recognise and appropriately reward for actual contribution and achievement.
• Customers are never sold unnecessary services. They are charged fairly. Satisfied customers stay with us and buy our services repeatedly. We value greatly these long-term relationships.

REINFORCEMENT OF OUR AIMS

Reinforcement of values and our culture is ongoing and continuous. The following statements summarise the way that we expect the values to be used throughout the company:

• Our senior colleagues including directors, technicians, managers and team leaders set high standards and consistently behave in accordance with the values
• The core values are explored with recruits and recruitment is assisted by application of the core values
• Appraisal and pay review are judged against core values, not just technical competencies
• Exit interviews appraise experience against core values
• There is two way communication on where and how core values are being applied successfully
• Management groups check regularly that they are behaving in accordance with our values at all times
• Publicity materials refer to core values prominently
• Pitches and tenders for new business use them appropriately

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