2005-11-17
The Tapiola Group has been subject to an open evaluation of its business. The evaluation which is unique in the insurance and financial business was carried out by a committee comprising of seven members representing the customers. The committee has given a statement on the evaluation and recently presented it to the board of directors and supervisory boards.
– At present the principles of customer benefits and mutuality are implemented at Tapiola. However, I consider the establishment of this committee and the statement the most concrete realization of mutuality in the history of Tapiola and proof of that Tapiola appreciates the customers’ opinions, says committee Chairwomen Ulla-Maija Moisio who represents South-West Finland.
In Tapiola, mutuality is not only the corporate model but also the form of business. Since Tapiola is customer owned, the aim is solely to produce benefits for the customers. The committee was established because Tapiola wanted to know how well mutuality is implemented. The committee has been elected by the advisory committees representing the entire clientele.
The evaluation generated several development proposals
Besides the customers’ interaction possibilities the committee valuated e.g. the business perseverance and if customers benefit from Tapiola’s success. The committee recommends that Tapiola develops its bonus and rebates system in order to make it more concrete.
The evaluation shows that even though customers are entitled to participate in the annual general meetings few of them do so. The committee proposes that Tapiola should improve the communication about the meetings and enable participation through technical devices.
According to Group Director Juhani Heiskanen, the committee’s work is unique.
– I do not know any other company in the world that has allowed customers to perform such an examination of business, Heiskanen says.
– It was agreed already at the establishment of the committee that the statement is published on Tapiola's website exactly as written down by the committee. Already this fact expresses the management’s genuine desire to develop the company by accommodating new ideas and believe that the central values of mutuality are implemented, Moisio states.
The committee commenced its work in February and evaluates the mutuality at two-year intervals. The period in between it will discuss an important and current specified issue. The evaluation focuses on the fundamentals of mutuality and the method is based on the model for the European Award (EFQM). According to the chairwoman, the committee works independently and freely.
– The committee is provided with all necessary information and may freely interview management and specialists, Moisio states.
The mutuality examination committee comprises of Masters of Law Ulla-Maija Moisio (Chairwoman), Managing Director Marja Malmstedt, Docent Risto Palokangas, Docent Sampsa Saralehto, Municipal Manager Jorma Turunen, Sales Director Matti Träskelin and Managing Director Reivo Järvenpää.
Additional information:
Committee Chairwomen, Masters of Law Ulla-Maija Moisio, tel. +358 2 273 1418
Group Director Juhani Heiskanen, tel. +358 9 453 2845