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empower our People, protect and enhance the Environment, and satisfy our <br /> Shareholders. Specifically, the skills acquired will be aimed at improving customer <br /> satisfaction by getting more employee participation and empowering them to <br /> review our processes, look for techniques to reduce time cycles that will better <br /> serve the customer and reduce costs while protecting the environment and <br /> enhancing shareholder value. The system will focus on the following four pillars, <br /> all equally important and dependent upon one another: <br /> Customers <br /> • Listen to Our Customers. <br /> • Continually Improve Our Service. <br /> • Create Customer Loyalty. <br /> People <br /> • Communicate with Our People. <br /> • Develop Our People. <br /> • Empower Our People. <br /> Environment <br /> • Support Environment Ethics. <br /> • Commit to Our 14 Environmental Principles. <br /> • Be Knowledgeable and Support Environmental Compliance. <br /> Shareholders <br /> • Understand Shareholder Concerns. <br /> • Focus on Strategic Objectives. <br /> • Invest in the Family of Companies. <br /> We are confident that our Expanded Management System will challenge us and <br /> provide us with innovative ideas and new approaches in order to achieve our goal <br /> of providing the City of Santa Ana with world leader type service. <br /> 23 <br />