We expect every employee to work to deliver WOW through an “extreme” commitment to exceed the expectations of our customers.
We continually recognize and seize opportunity in every customer interaction to demonstrate our commitment to “extreme” service. We use that moment to differentiate ourselves – that’s how we create the WOW in our Service and in our Solutions.
Whether internally with co-workers or externally with our customers and partners, delivering “extreme” service is the backbone of the eni promise and our business philosophy.
It may mean doing something a little unconventional or innovative for the customer – that’s ok. We want our employees empowered and driven to provide real-time Solutions that positively evolve our connection and relationship with the customer. We strive to pleasantly surprise them with our service delivery every step of the way.
Ultimately, we believe you must do something that’s above and beyond what’s expected, that is responsive and that serves the customer’s needs.
It will drive our continued success – it is what keeps our solutions dynamic and our relationships genuine – that’s eni “WOW”.
We believe that through consistent processes that reflect a shared commitment to understanding how we do our work and how we can do it better – we will succeed.
Our ability to create “extreme” service directly connects with our commitment to process excellence. We believe that a commonly understood and applied approach to operational excellence drives predictability and satisfaction with our services. We recognize the need to continuously innovate, as well as, make incremental improvements to our operations, always striving to make ourselves more efficient, always trying to figure out how to do something better.
To that end, we commit to training and supporting employees on our approach and continually providing opportunities for project work, as well as process review. We expect employees to regularly serve on process improvement teams, get trained as team leads and serve as process owners.
We expect our employees will embrace and implement our continuous quality improvement model driving consistency in our method and quality in our innovations. We believe there is continuous opportunity to improve on our promise to the customer and the operations that support it.
At eni, we believe in the value of FUN – the camaraderie from creating shared experiences connects us as a team and improves the efficiency of our project team culture.
We recognize that shared fun experiences help people work together better and more comfortably – build a closer company and ultimately support our team environment. We believe it is important for all of us to spend time together, unstructured and silly, getting to know one another and sharing in fun.
Promoting employee camaraderie contributes positively to our corporate culture and we see it as critical to a company model that supports positive, enthusiastic and productive professionalism. We expect our employees to work hard together, but we also play together. We go beyond the typical “co-worker” relationships found at most other companies and this positively contributes to our trust and respect for one another and the transparency of our work.
To stay competitive and forward thinking, it is important for employees to grow both personally and professionally and we expect our employees to be self-directing and accountable in this area.
We believe that inside every employee is tremendous potential and our goal is to encourage an environment that unlocks that potential. But it has to be a joint effort: you have to want to challenge and stretch yourself, and then do it again.
From a business stance, we grow because we take on new challenges, and we face even more new challenges because we’re growing. It is a continuous cycle. It can also feel risky, stressful, and confusing at times but the greater the depth and breadth of our knowledge, the better we are able to meet those risks with confidence and success.
Our field is broad and our work diverse; we recognize that to stay competitive we need to be continually investing in our collective “bench strength”. We believe continual learning is critical to our ability to design and deliver credible Solutions that WOW the customer and impact lives.
There are no natural born experts in what we’re doing – just those who commit to continual learning and growing. We are all becoming experts as we do this. And for anyone we bring on board, the best expertise they can bring is expertise at learning and adapting and figuring new things out – helping the company grow, and in the process, they will also be growing themselves.
We all need to embrace and drive change for our business to stay “best in class” – we expect a positive attitude coupled with a can do approach to the challenges we encounter.
As a company of expert benefit designers, we look to our staff to consistently demonstrate a willingness to embrace and engage in the development of new and dynamic solutions. We don’t take “no” or “that’ll never work” for an answer – with every new obstacle we see opportunity to innovate and we expect our staff to do so as well.
Although change can and will come from all directions, it’s important to us to drive change that is centered and responsive to our customers and their feedback to us. We must all learn to not fear change, but to embrace it enthusiastically and, perhaps even more importantly, to encourage and drive it in each other. We do not want people to be afraid to take risks and make mistakes. We believe if people aren’t making mistakes, then they’re not taking enough risks.
Over time, we want an environment that encourages everyone to develop his/her “gut” about business decisions, continuously applying what they’ve learned to the next challenge. We want people to develop and improve their decision-making skills. We encourage people to make mistakes as long as they learn from them.
We will openly celebrate our successes and our failures and take time to understand what we’ve learned.