ADP 2003 Annual Report Download - page 11

ADP 2003 Annual Report 9
By accelerating the rollout of product offerings such as
TotalChoice Solutions (our Web-native product that targets
in-house HR and payroll prospects), Enterprise (our payroll
platform for large employers that require a comprehensive
Web-based or hosted payroll solution), and the eXpert
ServicesSM suite of Web-driven outsourcing solutions for
mid-market employers, ADP is in a far more favorable
position to accelerate growth rates much earlier than origi-
nally planned.
We know that our long-term success ultimately
depends on how well we succeed in meeting our
clients’ expectations. Satisfied clients not only
provide us with a steady flow of revenues, but are also his-
torically the best source for new business referrals.
Six years ago, we began investing in an important com-
pany-wide initiative — a commitment to provide World
Class Service. We invested in new tools, processes and
training to consistently increase our overall service quality.
Our product lines offer wide choice and access to reliable,
leading technologies. New service models across our
enterprise are meeting established goals and expectations
by utilizing proven, high-tech tools that allow us to respond
to client inquiries more accurately and rapidly.
ADP’s strategic commitment empowers all of our asso-
ciates to constantly improve our performance, to always
strive to exceed client expectations and to work toward
ever-higher levels of proficiency and service excellence.
The yardsticks of our success include increased client sat-
isfaction and improved client retention rates.
Our substantial, long-term investment in World Class
Service is yielding significant results. Employer Services,
Brokerage Services, Dealer Services and Claims Services
all saw their client satisfaction scores reach record
levels. Client retention also held strong or improved within
each of our businesses.
These positive results, achieved in a tough economic
climate, reinforce our belief that World Class Service is the
foundation for our long-term success. We also know that a
commitment to World Class Service is by definition a work-
in-progress, because striving for excellence and leadership
— especially in a competitive service environment —
involves a continuous and rigorous journey, during which
we anticipate market expectations will always grow higher.
attracting and
retaining results-
oriented associates.
In fiscal 2003, ADP reaffirmed its Employer of Choice
commitment with plans to improve competitive compen-
sation, associate training, career development and work
environments. These plans, which we will expand in fiscal
2004, are a key component of our initiatives that will accel-
erate business growth.
Knowledgeable, results-oriented associates have
always been important to ADP’s success. Today, as the
development and delivery of business solutions rely
increasingly on the application of advanced technology,
associates with high-tech skills are a critical core asset.
To keep succeeding, ADP must continue to attract and
retain associates who have the skills we need, are driven by
a passion for excellence and quality and share our vision to
provide superior products and services.
At ADP, proven business principles — precepts that
have served us well in prior economic downturns as
well as periods of prosperity — fundamentally guide
our actions. Notwithstanding a soft economy, ADP accom-
plished much in fiscal 2003. Even more important is all that
we bring across the threshold into fiscal 2004.
ADP is strong, confident and focused on the future.
renewing our
commitment to
world class service.
ADP is a leading provider of automated claims
solutions for the auto insurance, collision repair
and auto recycling industries.