Morison International

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Morison International

• Working with clients to build better businesses -
  globally

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Morison International

• Our aim is not to meet clients needs but to
  exceed their expectations and to totally delight
  them with our service quality through the
  vigorous implementation of our Client Care
  Promise.

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Morison International
The challenge of running a global network

BRIEF BACKGROUND OF MORISON INTERNATIONAL

• Aims and objectives of Morison International
• Global network and members statistics
• Management structure

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Morison International
The challenge of running a global network

KEY ISSUES

• Selection and Recruitment of Members
• Quality control - co-ordination of professional
  work
• Quality control - client care - service promise
• Branding and marketing
• Funding and finance
• Providing members with Website and
• Global Extranet

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Morison International - Aims and Objectives

• To service cross-border and global needs of
  clients with ease and confidence, to improve and
  protect member relationships with clients
• To provide members with an additional competitive
  feature and international dimension in gaining
  new clients in members own territories Quality
  control - client care - service promise
• To improve the image and standing of members in
  their regions, and protect members relationships
  with existing clients
• To provide opportunities to increase fee income
  through referrals from members of the network
• To use the MI network to promote and explore
  opportunities and exchange ideas with other
  member firms

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Morison International Global Network

• Europe Austria, Belgium, Cyprus, Czech
  Republic, France, Germany, Ireland, Italy,
  Luxembourg, Malta, Poland, Portugal, Russia,
  Spain, Switzerland, The Netherlands, Turkey,
  United Kingdom
• Asia Pacific Australia, Cambodia, China
  (including Hong Kong and Taiwan), India,
  Indonesia, Japan, Malaysia, Mauritius, Myanmar,
  New Zealand, Pakistan, Philippines, Singapore,
  Thailand, United Arab Emirates, Vietnam
• Latin America Brazil, Colombia, Costa Rica,
  Ecuador, Honduras, Mexico, Panama, Paraguay,
  Peru, Uruguay, Venezuela
• North America major cities throughout USA and
  Canada

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Morison International Member Statistics

• 164 member firms worldwide
• Represented in 49 countries and regions, with 315
  offices
• 989 partners and 5,095 professional staff
• 7,996 staff in total
• 2002 revenue - US 501.6 million
• 8 potential new members for 2003
• 11 growth rate

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Morison International Management

• International secretariat
• European and Middle Eastern region
• Asia-Pacific region
• Latin American region
• North American region

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Morison International
The challenge of running a global network

KEY ISSUES

• Selection and Recruitment of Members
• Quality control - co-ordination of professional
  work
• Quality control - client care - service promise
• Branding and marketing
• Funding and finance
• Providing members with Website and
• Global Extranet

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Morison International
Selection and Recruitment of Members

• Ability to provide QUALITY technical and
  professional services
• Belong to regulated and professional body
• Publish information on range of products,
  services and personnel
• Established quality control procedures
• Ability to communicate effectively in English
  language
• Send at least one delegate to MI annual conference

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Morison International
Quality Control Procedures

• Monitor complements and complaints on
  professional work
• Provide information to secretariat
• Follow-up and report on work referrals from
  fellow member firms to secretariat
• Compliance with MI performance standards for
  conducting business between members
• Compliance with MI client care promise

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MI Performance Standards for Conducting Business
between Members

• Morison international performance standards for
  conducting business between members is part of
  our commitment to service quality.
• The performance standards, based on members
  responses to a quality initiative questionnaire,
  were adopted by members at the 1996 annual
  members conference.

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MI Performance Standards for Conducting Business
between Members
MEMBERS COMMUNICATION

1 Members to respond to each other within 24
hours to a telephone and fax enquiry, and within
3 days on receipt of a postal enquiry, and
speculative work enquiries or general queries
from MI members should be responded to without
charge.
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MI Performance Standards for Conducting Business
between Members
MEMBERSHIP DEVELOPMENT

2 Members, in liaison with a Board Member, to
pursue quality accountancy or law firms for MI
membership in compliance with the standards set
by the Board. 3 MI members to attend and
contribute to the annual conference and to
attend at least one of the bi-annual Common
Interest Group meetings, to represent the
interests of their firm/region/country.
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MI Performance Standards for Conducting Business
between Members
WORK REFERRAL

4 Members who have referred work should be kept
up-to-date on the progress of the project by the
relevant MI member on a mutually agreed
basis. 5 Member firms should provide information
on business referrals and business gains
activities using the standard forms. These
should be sent directly to the MI Administration
in London and copies sent to the member firm who
referred the work when information on the work is
received.
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MI Performance Standards for Conducting Business
between Members
MARKETING OF MI MEMBERS

6 Members to provide information on their firms,
such as corporate brochures or other promotional
literature (where permitted) to the MI
Administration in London. 7 Members to provide
information about their firm for publication in
relevant worldwide, regional or country surveys
as required and within the time
requested. 8 Members should promote MI and the
services of its fellow members to their clients
as part of their annual service review meeting
with their clients.
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MI Performance Standards for Conducting Business
between Members
MARKETING OF MI MEMBERS

9 Member firms to submit at least one article per
year for MI Newsletter/Club News. 10 MI Principal
contacts to keep all their colleagues informed of
MI activities and business opportunities and to
have access to the MI Newsletter/Club
News/directory.
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MI Performance Standards for Conducting Business
between Members
QUALITY ASSURANCES

11 MI members to record and to forward to the MI
Administration in London (for review by the MI
Directors at their quarterly meetings)
exceptional complaints and compliments from
referred clients or their colleagues so that
performance can be monitored.
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MI Client Care Promise
OUR APPROACH

• 1 Our aim is to exceed your expectations and to
  totally delight you with our service quality.
• 2 We will agree a plan and budget for each
  assignment with you in advance.
• 3 We will monitor progress and you will be
  notified of any deviations from the plan at the
  earliest opportunity.

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MI Client Care Promise
ADDING VALUE

• 4 We will review all assignments before
  completion to ensure quality and to identify
  opportunities to add value to you and/or your
  business.
• 5 You will be contacted regularly irrespective of
  formalised need and we will actively seek new
  ideas for you and/or your business.

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MI Client Care Promise
COMMUNICATION

• 6 We will respond to telephone calls within one
  working day to written correspondence within
  three working days. Our communication will be
  free from jargon, concise and action-orientated.
• 7 Your enquiries will be treated courteously and
  confidentially by every member of Morison
  International.
• 8 Each client will have a specified team and will
  have direct access to them at all times.

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MI Client Care Promise
QUALITY ASSURANCE

• 9 Your feedback is critical to us and your
  response to our Client Care Questionnaire will be
  continually monitored
• 10 We will review our performance after each
  assignment and appraise our team to ensure
  continuous improvement

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Morison International

• Its time to talk to us...

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Morison International

• Building better businesses globally