Customer benefits
Tapiola’s customers are also owners, thus customer benefits is the most important value in Tapiola. All customers are equal in their role as owners. They are customers in Tapiola to gain economic security, not to pursue profit. In a mutual company the policyholders exercise the owner’s power. The right to vote is based on premiums or savings, and hereby the ownership and customer benefits forms an aggregate.
The value customer benefits include among other things:
Security and affordability
Responsibility
Service in accordance with the customers’ needs.
Tapiola gathers feedback from customers in order to develop the business in accordance with the customers’ needs and to receive information on customer satisfaction. Tapiola also co-operates with different interest groups and is actively looking for methods to serve the customers in the best possible manner.
Shared success
Shared success is the value of co-operation, including co-operation between the companies of the group, the personnel and customers in order to reach mutual aims. Shared success also includes partnership and care as well as appreciation of individual achievements. Everybody must be given the opportunity to utilise his or her know-how when trying to reach mutual aims.
Shared success can be viewed from many different perspectives:
Shared success for the companies and units by joining forces and avoiding internal competition.
Shared success for teams by co-operation in a good atmosphere.
Shared success with co-operation partners (subcontractors, sponsoring objects, subsidiaries etc.) in accordance with the customers’ interests.
Shared success with the customers. Both parties are successful if the business is run in a proper manner.
Entrepreneurship
The value of entrepreneurship is the value of innovatory development. The value includes the initiative-taking and inventiveness needed to cope in a business environment of constant change.
A strong commitment, preparedness to react fast on changes in the business environment and capacity to act in different environments are characteristic for this value. Entrepreneurship also includes the ability to investigate matters and interpret their effect on business.
In a company with entrepreneurship as a basic value, the feeling of joint responsibility is strong and the personnel care for the customers.
Ethical activity
Ethics is the knowledge of the difference between what we are entitled to do and what is the right thing to do. Ethical values are manifestations of the human civilization, culture and the will to commit oneself as a member of the society as well as ability to care for others. The ethical thought is well represented in the following sentence: “Treat the customers and your colleagues as you want yourself to be treated”, or in one word: service-mindedness.
Everyday ethics:
reliability
justness
sincerity
trueness
honesty
reasonableness.
An ethical company know its responsibilities and has a spotless reputation. An ethical company also complies with laws, rules, regulations and contracts as well as keeps promises and lives up to its commitments.