Serco Management System
At first sight Serco is bewilderingly diverse, with contracts ranging from leisure centres to scientific research. In fact, it is fundamentally straightforward. To every project we bring the same things: our expertise in managing change and our proven management processes for delivering continuing performance improvement. These processes are our product. We research and update them, document them and train our staff to use them. They are designed to change mindsets; to instil customer focus; and to provide unobtrusive but effective controls that leave contract managers free to run their business entrepreneurially.
Our management system has been developed and refined over many years to provide the framework from within which this is achieved and all parts of Serco must operate. This enables us to assure good governance, behave consistently across our global business portfolio and deliver the five foundation stones of our business strategy: our governing principles; our business model; our business offering; our organisational model; and our operating principles.
The system defines the minimum standards expected. Our commitment is to:
- deliver a business strategy that contributes to our vision and achieves business objectives
- continually develop a sustainable business
- achieve customer satisfaction by delivering services and products of high quality, reliability and consistency that meet or exceed our customers' requirements
- maintain sound systems of financial control to safeguard shareholders' investments and our assets
- create, develop and lead highly motivated teams who have up to date competencies and skills and live Serco's values
- use technology to support internal processes and deliver enhanced capability to our customers
- maintain a safe, healthy and sustainable working environment for our staff, those we work for and with and the general public
- support and make a positive impact on the communities in which we work
- manage the risks associated with our activities and minimise the impact of undesired and unexpected events
- ensure governance of the business and safeguard the reputation, value and assets of the company.
All activities across the entire Serco organisation are to operate within the framework defined by the management system by establishing, implementing and continually improving the effectiveness of appropriate systems, processes and procedures to apply Group policy and to ensure compliance in its application.