We continue to evolve our strategy to reward staff for their contributions at the workplace. In addition to the established Work Improvement Team (WIT) programme, the annual Grand Awards for Outstanding Performance and the Staff Suggestion Scheme, new initiatives focus on the broadening of skills as exemplified by the numerous small programmes under the "Year of the Customer" campaign. Our common goal is to encourage staff to express individual achievement, to nurture and reward innovation and self-starters, and to demonstrate continual improvement at the workplace.

Other established mechanisms include target setting in divisional level programmes that reflect operational excellence and benchmark against international measures. These include the ISO standards attached to the Integrated Management System (IMS), 13 Customer Service Pledges, and the annual CoMET benchmarking exercise. These defined mechanisms provide the opportunity for senior management to recognise outstanding performance and to reward achievement.