Ilm Level 5 Managing Customer Relations

ILM LEVEL 5 CERTIFICATE IN LEADERSHIP AND MANAGEMENT |

Managing Customer Relations |

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(unit 6) Code 8607 509 |

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Words 1501

Ac 1.1

Conduct an environmental scan of the business environment in which the organisation operates.

Smurfit Kappa is one of the leading providers of paper-based packaging solutions in the world with over 42,000 employees across 33 countries and with revenue of €8.1 billion in 2014.

SKG’s vision is to be recognised as the most successful paper based packaging company in its chosen market sectors. To achieve this we will:

Act for the general good of the countries and communities in which we are privileged to operate,

Provide the safest possible natural environment, a sense of identity and a rewarding career opportunity for our employees,

Generate the highest level of satisfaction to customers,

Optimise returns to shareholders

To be a customer-oriented, market-led company where the satisfaction of customers, the personal development of employees and respect for local communities and the environment are seen as being inseparable from the aim of creating value for the shareholders

Smurfit Kappa’s business principles are:-

Entrepreneurship We cherish entrepreneurial spirit and a decentralized management style with staff functions challenging and supporting the operations, with speed, innovation and contrarian thinking.

People Our goal is to recruit, develop, motivate, keep safe and retain our employees.

Environment Our objective is to protect the environment and progressively improve our performance on emissions to air, and discharges to water and soil.

Customers We are a market led, service business. We provide innovative packaging solutions to help our customers differentiate in their own markets, and ultimately sell more.

Shareholder returns our aim is to maximise shareholder returns at every point in the cycle.

Meet stakeholder we are determined to meet our commitments...