Summer 2013

The best route for all the Phillips 66 and Jet news

DoubleGold!Phillips 66 achieve two GoldAwards in RoSPA 2013 Awards

In Touch

Also in this issue:In Touch with 102 Touch FM

Scotland’s mobile cinemaForty for Four ElmsPar for the course

Phillips 66prosper

with RoSPACOVE

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Phillips 66 Ltd has been awardedtwo ‘Gold’ achievement awards fromthe Royal Society for the Preventionof Accidents (RoSPA) in recognitionof their systems and performance inOccupational Health & Safety andalso in the Management ofOccupational Road Risk (MORR).

The Gold Award and the MORR: GoldAward were presented to RussellBest, HSE Advisor, Marketing, byMichael Hampson, RoSPA Vice

Chairman of Trustees, in a ceremonyat the Hilton Birmingham MetropoleHotel, National Exhibition Centre, onTuesday 14th May 2013.

A delighted Russell commented: “TheRoSPA Awards are recognised as thepremier awards in UK safety circlesand this year’s results are animprovement on last year when wewere awarded 'Gold' forManagement of Occupational RoadRisk and 'Silver' for OccupationalHealth and Safety.

“To enter the RoSPA awards, we wererequired to submit detailed answersto a series of questions relating to ourperformance and systems andprovide evidence to back up ourclaims. Some 80 files were providedas evidence.

“This achievement was as a result ofbeing able to demonstrate that we

have maintained excellent employeeand contractor performance whilstactively managing safety at all levelsacross the organisation and isrecognition of an excellent culture.”

Dating back 57 years, the RoSPAAwards scheme is the largest andlongest-running programme of its kindin the UK. It recognises commitmentto accident and ill health prevention

ONE Double Gold

Russell Best, HSE Advisor, Marketing, Phillips 66explains why these glittering awards are truly worth

their weight in gold.

I know that safety

performance has been a

long time focus for the

UK Marketing

organisation and it is

great to see that others

recognise your

commitment and results.

A nice award that the

whole organisation can

be proud of, thanks.

Bob Herman, Senior VicePresident, Phillips 66

and is open to businesses andorganisations of all types and sizesfrom across the UK and overseas.

The scheme not only looks ataccident records, but also entrants’overarching health and safetymanagement systems, includingpractices such as leadership andworkforce involvement.

David Rawlins, RoSPA’s awardsmanager, said: “RoSPA firmly believesthat organisations which demonstratecommitment to continuousimprovement in accident and ill healthprevention deserve recognition.Phillips 66 Ltd has shown that it iscommitted to striving for suchcontinuous improvement and we aredelighted to honour it through thepresentation of these awards.”

Double Gold TWO

“

”

I think this is

phenomenal news...

a true representation of

operational excellence!

Joanne PhillipsDirector, Health, Safety, andEnvironment, Phillips 66

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THREE In Touch with 102 Touch FM

Weekendbreakwinners102 Touch FM’s Breakfast showhost, Ollie Gallant, visited thePhillips 66 Warwick office to drawthe three Merlin 2 for 1 Weekendbreak winners.

Not only did thousands of families benefitfrom 2 for 1 entry to some of the UK’s topattractions earlier this year in our popularMerlin promotion, run nationally atparticipating service stations across theJet network, but three lucky winners, whopopped their prize draw entry in the boxat their local service station, have eachwon a weekend break to either AltonTowers Resort, LEGOLAND WindsorResort or Chessington World ofAdventures Resort.

They each receive one night’s Bed andBreakfast accommodation for a family ofup to four people plus two-day themepark passes for two adults and twochildren.

“The excited winners come from Norfolk,West Midlands and South Yorkshire andare all looking forward to a great familyweekend away. All they have to do nowis choose which of Merlin’s great resortsto visit”, said Janet Messenger, BrandCoordinator, Phillips 66 Ltd, whocontacted the winners to give them thegood news.

Pride ofWarwickAwardsIn the last few weeks, 102 Touch FMlaunched the inaugural Pride of Warwick

District Awards supported by Phillips 66Ltd. The Pride of Warwick DistrictAwards are open to businesses andindividuals within the Warwick District.

In 2011, 102 Touch FM launched the'Pride of Stratford Awards' and wonnational praise for celebrating the bestthat Stratford District had to offer. Whenthey launched the awards, businessesand individuals from Warwick Districtasked "what about us?".

It is 102 Touch FM’s intention tocreate an awards ceremonythat reflects the bestindividuals, communityorganisations andbusinesses that WarwickDistrict has to offer. ThePride of Warwick District

Awards will bring together a'who's who' of our local area for a

truly glittering celebration of everythingthat's fantastic round Warwick. With the

IN TOU

CH WITH 102 TOU

CH FM

In Touch with 102 Touch FM FOUR

support of local businesses, they hopethat the Pride of Warwick District Awardswill become part of Warwick District'sannual calendar of events.

Steve Orchard, Chief Executive of 102Touch FM commented: “I very much lookforward to welcoming over 390 VIPguests to Chesford Grange Hotel onFriday 5th July 2013. There are manyreasons why local people are taking partin the Awards; maybe looking for therecognition that their organisationdeserves, or they just may knowsomeone that deserved to be recognised

and honoured for going 'beyond the callof duty' and making a difference to thecommunity. The inaugural Pride ofWarwick District Awards 2013, supportedby Phillips 66 Ltd, is sure to be an excitingnight to recognise, rejoice andremember.”

Pete George, Managing Director, UK &Ireland Marketing, Phillips 66 Ltdcommented: “The Pride of WarwickDistrict Awards presents an excellentopportunity to celebrate theachievements and success stories of ourlocal people. Supporting these awards

seems like a natural extension of ourcommitment to being a responsible localemployer within the Warwickshirecommunity.

“The awards will celebrate the passion,vision, entrepreneurship, care andcommunity spirit, and countless otherattributes of the individuals andbusinesses in the area. Phillips 66 Ltd isproud to be involved in recognising andrewarding these achievements.”

In Touch looks at an exciting new collaborationbetween Phillips 66 and 102 Touch FM

In the presence of the 'who's who' of Warwick District, we

will award our prestigious awards to individuals, community

organisations and businesses with truly inspirational stories.

Steve Orchard, Chief Executive, 102 Touch FM

“”

In Touch with102 Touch FM

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FIVE Forty for Four Elms

Four Elms Service Stationhas grown with the timessince Gordon Dearnaleypurchased it in 1966. His sonand Managing Director,Robert Dearnaley, tells InTouch how the familybusiness has evolved...

“As the picture below from 1966shows, forecourt retailing, if you couldactually call it that, was a very different‘beast’ from today’s modern, multi-faceted sites. My father purchased asmall petrol station and workshop onFour Elms Hill, Chattenden, Kent.

“A lot has changed since those daysof attended service and four star, not

least of which, our location has‘morphed’ from being in Kent toMedway!

“Four Elms ‘South’ gained a sibling in1981 when, due to the new dualcarriageway being built, anopportunity arose to acquire land onthe opposite side of the new road andon this land we built Four Elms‘North’, a petrol station andmechanical workshop.

“In late 1981, we redeveloped theoriginal South site solely as a petrolforecourt and this was later expandedto include our first Bodyshop whichwas opened in 1988.

“ In 1994, we purchased the land forour third site, Holborough ServiceStation, and this Jet branded petrol

Forty For

Four ElmsiFour Elmsowner, RobertDearnaley, re-signs withJet to take thepartnership toforty years...

Forty for Four Elms SIX

SEVEN Forty for Four Elms

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station opened its doors in 1995. Thissite, as a result of new businessopportunities, was sold in September2008.

“Soon after the opening ofHolborough, my father took semi-retirement, at which point I took overthe day-to-day running of thecompany. Further expansioncontinued when, in 2001, we doubledthe size of the Bodyshop atChattenden. To react to the everchanging market and the need to givegreater coverage to our insurerpartners, we purchased our secondbodyshop, Four Elms (Whitstable), inMarch 2007.

“In early 2008, we invested heavily inthe redevelopment of the SouthForecourt Shop and installed newTokheim pumps, which have recentlybeen replicated, together with adedicated HGV lane and pump at our‘North’ site. As the only road to thebusy Thamesport on the Isle of Grain,this enables us to cater perfectly forthese ‘big-rigs’.

“Company-wide, we have also madesubstantial investment in a wide rangeof new equipment, computer systemsand software to keep us at theforefront of the forecourt andbodyshop businesses.

“Today, Four Elms now owns andoperates two Jet branded servicestations, two accident repair centersand a mechanical workshop, all in allemploying over 60 staff.”

We understandthe value of abrand“Ever since I can remember, Four Elmshas been proudly branded Jet, fromthe very old yellow and black, throughorange and brown, various yellow andblue versions to today’s logo.

“I think a mainstream, immediatelyrecognisable and trusted brand

identity is a strong positive for anybusiness, especially in this day andage. The Jet brand has heritage, it’swell known and you could even sayiconic; it offers our customers a feelingof security and trust, coupled with itsfriendly and local values.

“Carrying that idea through, our shopsare Spar branded, our workshopBosch branded and we have recentlyre-branded our bodyshops ‘Fix-Auto’ -a national group of independentbodyshops. Brand values and all theystand for really matters in our business!

Taking thepartnership toforty years“My father signed up to the Jet brandin 1977, in the midst of the oil crises ofthe era, as he believed it offered aperfect fit for our business back then.Today I still feel the same as my fatherdid almost four decades ago. We’vehad a long relationship with Jet whosemindset is to work with us to ourmutual benefit. Some of the other bigfuel brands come over as beingsomewhat dictatorial. With Jet it feelslike a partnership offering the personaltouch, approachability and a feeling ofbelonging, which I like. So when itcame to the time to consider our nextfive-year fuel supply deal, I had littlehesitation in re-signing to take us tothe ‘big 40’ milestone together.

Jet’sethos is oneof mutualbenefit.

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Forty for Four Elms EIGHT

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We’ve had along relationshipwhich I was onlytoo pleased toextend to take us to forty yearstogether.

Professionalism,loyalty andbusiness culture“We follow the belief that goodbusiness is generated by earning thesupport and loyalty of localcustomers. Professional,knowledgable and friendly staff reallymake a difference but predominantlywe believe in loyalty. At Four Elms webelieve that this value, above allothers, should be kept at the forefrontof all of our business relationships.

“Our business culture has been builton loyalty. We have retained excellentbusiness relationships with oursuppliers and, as such, we in turnbenefit from prompt service, qualityproducts and preferential terms,ensuring that we can pass these onto our customers. We have remaineda loyal Jet customer now forapproaching 40 years and this hasmeant consistency for our customerswhich has in turn benefited us byproviding a strong brand image forour company.

“We place a high value on employeesat all levels and we actively encourageemployee interaction across manylevels; our culture is adaptable, andwe have adjusted to the challengingeconomic conditions that arecurrently at the forefront of everyone’smind to enable us to retain our staff

and continue to be successful as acompany. Above all we try to beconsistent, treating all employeesequally and fairly.

“In maintaining a positive businessculture, we feel that this has ultimatelyled to higher morale and the workenvironment being more enjoyable,with increased teamwork, anopenness to new ideas and sharingof information. This facilitates learningand continuous improvement and italso helps attract and retain goodemployees at all levels.

“Four Elms is committed to trainingand investing in our staff and this isreflected by the number of longstanding employees within thecompany. We strongly believe thatour commitment to training andinternal promotion has contributedgreatly to staff motivation and, as aresult, to the high standards andservice that we expect in all areas ofour business.

“Jet’s service and standards initiativehas greatly assisted our levels ofcustomer service throughout ourforecourts and provides an excellentbenchmark towards even betterperformance goals. This has beenborne out in our winning Jet’s regional‘aim-hi’ award not once, but twice!

“Our Health and Safety, social andenvironmental responsibility is alsotaken very seriously. With theassistance of the Jet brand andthrough its training programmes, wehave been able to add weight to ourexisting policies and as a result raisedthe profile of health and safetythroughout the organisation and thisis evident looking at our improvedyear-on-year Suresite audit results.

“Loyalty is the predominant value inthe Four Elms group and I lookforward to the day when we canboast of running a successful Jetbranded business for half a century”,concluded Robert.

NINE Highland Fuels Sponsorship

HIGH

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George Shand, ManagingDirector of Highland Fuels,based in Inverness with 12depots around Scotland, tells uswhy sponsoring ScreenMachine’s 15th Year means a lotto him and his customers.

George’s ‘screenplay’ is as follows: “We’redelighted to announce that we havesponsored Screen Machine for its 15thanniversary activities.

“Screen Machine brings the latest films toremote and rural areas of Scotland. It is an80-seat, air conditioned modern mobilecinema in a 33 tonne articulated lorry. It is

equipped with state-of-the-art 3D digitalprojection and Dolby Digital surroundsound.

“Our sponsorship means Screen Machinewill be able to cover even more miles andshow a greater number of films to an evenwider range of people in this, its 15thanniversary year.

“Last year, over 27,000 people wereentertained and when we wereapproached to help contribute to an evenmore ambitious plan for this special year, itseemed such a perfect fit to give a littleback to our remote customers across theHighlands and Western Islands. ScreenMachine tours 25-30 communities in some

extremely remote locations and each tourtypically lasts 8-10 weeks. Screen Machinealso appears at selected film festivals.

“Our logo is shown at the beginning ofevery film and we also receive an allocationof free tickets to showings which we in turndistribute to our customers”, Georgeconcluded.

Screen Machine’s 15thanniversary programmeunderwayStarting in summer 2013, the ScreenMachine 15 programme will see thecinema work with Highlands and Islands

Screen Machineand HighlandFuels... bringingmovie night toScotland’s ruralcommunities

Highland Fuels sponsors ScreenMachine ‘15’

Highland Fuels Sponsorship TEN

schools on education initiatives while alsostaging one-off film events and mini pop-up film festivals which will expand theScreen Machine's regular programme.

Making a rare visit to Edinburgh, the state-of-the-art cinema parked for one day onlyoutside the Scottish Parliament. Childrenfrom the city’s Bruntsfield Primary Schoolwere welcomed aboard to enjoy aselection of specially curated short films.

Michael Russell, Cabinet Secretary forEducation and Lifelong Learning, joinedthem to celebrate the arrival of the 80-seatcinema, before helping to launch anextensive programme of events.

These events included: Using Screen Machine as a venue, a pilotprogramme of Moving Image Educationactivity will be delivered to teachers andyoung people attending primary andsecondary schools in communities aroundthe Highlands and Islands.

Three one-day film festivals will also takeplace during Summer 2013 in Fort Williamand on the islands of Mull and Arran. Eachday will be devoted to special screeningsand unique events. A programme ofevents will be announced for the WesternIsles in July.

A number of new venues will be visited,ensuring the tour visits 19 Scottish islands,including the Orkney isles of Sanday,Stronsay, Westray and Hoy, plus the islesof Eigg, Rum, Coll and Tiree.

For our fifteenthyear our aim was towork with arespected companywith a strongpresence in the 34+communities wevisit. Highland Fuelsis a perfect matchfor Screen Machine.

Ron Inglis, Chief Executive of

Regional Screen Scotland

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ELEVEN Par Petroleum Scoop Top Spot

PAR PE

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Par for the course

Jet’s Par Petroleum top the leader boardto scoop the renowned FPS Depot of theYear Award for the fifth time

It’s another ‘major’ win for ParPetroleum who posted an ‘under-Par’ score no-one else could matchto take the coveted FPS Depot of theYear title for an astonishing fifth time.

The feeling of deja-vous is apparentas we stand in front of ParPetroleum’s loaded ‘trophy cabinet’,resplendent with five Depot of theYear glass obelisks. Simon RoyToole, Operations Director and hissister Leanne Hardy, FinanceDirector, take up the story.

Simon joked: “There’s more in herethan in Sunderland Football Club’scabinet”; his allegiance being toNewcastle’s black and white, ratherthan to their red and white local rivals.

Joking apart and sporting analogiesaside, Par’s story is a remarkable one.Simon and Leanne’s parents, Peterand Carol Roy-Toole, developed thefuel distribution business we knowtoday some 23 years ago building onthe family heritage dating back over a century ago when Peter’s grandfather’s sold coal from the back of a horse and cart.

Today, Par Petroleum is a leadingsupplier of fuel, lubricants and solidfuel for homes, businesses andmarine vessels across the North Eastand beyond. As a family runbusiness, they take great pride intheir ability to go that little bit furtherto meet the exact needs of theircustomers, every time.

Whilst their parents still are verymuch involved in the business, day today operations are now run byLeanne and Simon. Picking up thebusiness baton from your parentsmay be quite a challenge, but ‘the kids’ seem to have

inherited their parents drive anddynamism; not to mention the abilityto pick up a trophy or two!

As FPS Depot of the Year winners in2005, ‘06, ‘08, ‘11 and ‘13, youcould forgive them for thinking theyhave the recipe for success spot onand start resting on their laurels, butas Leanne explains, that is far fromthe case.

Par Petroleum Scoop Top Spot TWELVE

“Our mantra is one of continuousimprovement. We are alwaysplanning our next update andupgrade to our infrastructure,vehicles and business processes.Excellent record keeping and backroom support is crucial to makingsure everything runs smoothly.

“Winning the FPS Depot of the Yearaward again is really pleasing andmakes all of the hard workworthwhile. What is particularlyspecial is the fact that each of ourfive successes have been audited bydifferent independent adjudicators.The fact that they individually andcollectively share the same opinionmust mean we are doing somethingright. On each of our five audits ourscore has increased, which againshows our policy of continuousimprovement is manifesting itself intoday in, day out operations.

“Each auditor leaves us with theircomments and recommendations as

to how we can further develop oursafety, environmental andoperational standards. From thereit’s quite simple really as we look toimplement what they’ve said toensure we develop the business aseffectively as possible.”

One new development for ParPetroleum has been their winningthe Phillips 66 Road Marine contract,which means they are currently busymoving Marine fuel up and down theUK from refineries and terminals to amultitude of ports where vessels aredocked.

Simon says: “Winning the Phillips 66Marine business helps even out theseasonal peaks and troughs in thefuel distribution business. We nowoperate 17 vehicles from 44 tonneartics to our domestic mini tankerand have the capability to supplyand transport almost every type of fuel, whenever and wherever it’srequired.

“We are very much aware that thetype of work we do, for the kind of‘big businesses’ we do it for,requires exacting standards. Tocompete against major players in themarketplace, our point of differenceas a smaller family run business hasto be safety and service orientatedwith a can-do attitude.

“Good professionalism and excellentcustomer service costs nothing andcan reap great rewards; as such,winning the Depot of the Year isrecognition of that fact and means alot to us all here at Par Petroleum.”

THIRTEEN A South Westerly ‘breeze’

A SO

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Drivin Our safety

culture isparamount tous achievingour goal ofzero incidents

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HeadingSouth Westerly...

,Paul Carey, Phillips 66 SalesTerritory Manager South, tellsus about re-signing three ofthe South West’s foremostfuel distribution companies

Three of Devon and Cornwall’s mostrespected and long establishedindependent oil companies, beingHeltor, Opie Oils and F.J. Emery Oils,have recently put pen to paper toconfirm their continued relationshipwith the Jet brand for a further threeyears.

Each company, who have been Jetbranded for over two decades,supplies Jet heating oil to their localdomestic, agricultural andcommercial markets, as well as arange of lubricants, oil storage tanks,boiler installation and maintenanceservices.

Paul commented: “All threecompanies offer excellent levels ofcustomer service, are friendly andhelpful and are committed todelivering on their promises; an ethoswe try to emulate at Phillips 66 Ltd.

“I’m delighted to announce thesethree great businesses have re-signed and committed to us at Jet.This reinforces our presence in theSouth West ‘off-grid’ marketplace,offering long-term, sustainablesecurity of supply which is a crucialfactor in the region which has limitedmains gas.”

Concluding, Paul said: “Ourrelationship with all three companieshas always been very good natured,professional and mutually beneficial.It’s one I look forward to continuingwell into the future, working together,fuelling success, as our saying goes!”

Pictured below (L to R) are: Paul Kingdon, Heltor; Simon Barnard, Opie Oils; Paul Carey, Phillips 66 and Dennis Emery of F.J. Emery Oils at acelebratory dinner held at the St.Enerdoc Hotel in Rock, Cornwall.

Suckling Transport is one ofJet’s chosen transportcontractors delivering Jet fuelsacross the South of England.Phillips 66 Contract Manager,Mick Smith, tells In Touchabout their company’s drive forexcellence in all they do andhow one driver on the Phillips66 contract’s excellence sawhim rewarded with theircoveted Driver of the YearAward.

Mick begins: “In our job, which hasmany potential hazards, excellencehas to come as standard; plain andsimple. Our business culture is onewhere safety is of paramountimportance and all that we do isbuilt around that primary objective.

“As such, we place great importanceon a range of initiatives intended tostrengthen and indeed expand thatculture; driving excellence.

“First and foremost, our Driver of theYear Award is a much sought afterprize, open to all of the company’sdrivers on a variety of contracts. Alldrivers start the year with 100 points

Suckling Transport - Driving Excellence FOURTEEN

g ExcellenceDR

IVING E

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and their performance is reviewedwith any ‘blameworthy’ incidentssuch as tachograph infringements,spillages and crossovers (mis-fills),losing them points; consideredalongside their attendance anddisciplinary record.

“Remarkably, 19 Suckling driversrecorded scores of 100%. In fact,the overall average was 96.3%,which bodes remarkably well interms of drivers embracing safetyperformance as a priority. As a tie-break, the number of driver safetyobservation cards submitted cameinto play and for the first time inseven years, the sequence of Shellcontract winners was broken byPhillips 66 Coryton contract driver,Tim Bowden, who won £300.

“There was more good news from aPhillips 66 perspective as PhilStrachan, based at our WestLondon depot, picked up third spottogether with £100 for himself.”

1mKm Challenge“Another initiative constan tly runningis our one million kilometre (1mKm)challenge, which, as the namesuggests, challenges each of our 11operating centres to drive a millionkilometres without incident oraccident. Once the milestone isachieved, the company donates£1,000 to their chosen charity.”Phillips 66 drivers from bothCoryton and West London are ‘wellon the road to further success’.

Safety talks“Safety is not confined to the openroad at Sucklings”, Mick continues.“Our drivers attend quarterly safetytalks covering a wide variety oftopics. This time around, for Phillips 66 drivers, it’s customercare, spillages and safety statistics.

“Our office based staff aren’t left outeither as they take part in focusgroups which make significantimprovements to our KeyPerformance Indicators (KPI’s).Every aspect of our performance ismeasured and analysed with a viewto betterment”, Mick signed off.

Well done and keep drivingexcellence from In Touch.

Pictured (L to R): Suckling’s Tim Bowden, Sue Nicholas and Mick Smith

The world’s last flying Avro Vulcan,XH558, took off for her first flight of theyear fuelled by JET. Following a winter ofintensive fund raising and engineeringactivity, the aircraft is in superb conditionand ready for a packed summer seasonof displays across the country. Based in

an original Cold War hangar at RobinHood Airport Doncaster Sheffield,XH558 is operated by a charity thatrelies on public support to keep herflying. Visit www.vulcantothesky.org tofind out where to see this incredibleaircraft’s new airshow display routine

and to sign-up for the charity’s freenewsletter. There are also fascinatingtours when she is at home in Doncasterand an active Facebook communitypacked with information, pictures andvideos.

We hope you have enjoyed this edition of our customer focused In Touchmagazine. To keep up to date with what’s happening in the world of Phillips 66 andJet, look out for further editions in 2013.To contribute to future editions, please email our editor: judy.green@p66.com

BITS

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FIFTEEN Bits ‘n’ pieces

In Touch

Vulcan Jet Fuelled

In 2012, we completed a number ofsurveys with our customers to look intothe services that Phillips 66 UK &Ireland Marketing provide. The aim ofthis was to gauge the performance ofPhillips 66 and how, going forward, wecan continue to monitor and improvethese areas to provide exceptionalcustomer service.

We found that one of the areas causingconcern was the operation and serviceat some of our terminals (IPC, Bramhalland Kingsbury). The absence of adedicated member of our team to dealwith driver loading card requests, truckentry, indemnity and loading issueswas affecting the operating efficiency ofboth our customers and Phillips 66.

In response to these concerns, and inorder to minimise the issues ourcustomers had previously beenexperiencing, we are pleased to let youknow that we have recently employeda dedicated member of staff to sitonsite at the IPC terminal.

EddyHoulton hasjoined ourteam as aTerminalOperationsCoordinatorwho is ableto deal with

the loading cards, truck entry, driverinduction and offer advice directly to

customers onsite. Eddy is looking afterrequests for all our terminals andthrough his role, which is solelydesigned to respond to these queries,we are already seeing an improvementin the operating efficiency at the racksand a vast reduction in the number offailed loadings.

As an organisation, we are pleased tobe able to respond positively to theconcerns of our customers and toimplement a solution that resolves theimmediate issues customers havebeen experiencing, with scope todevelop further solutions for continuedimprovement in the service we offer.

We hear you...