June 7th, 2013 Dear Members of the Qualfon family, We are living in a very special time in the history and development of our company. Qualfon, as a BPO (Business Process Outsourcing), is responding to a call, and we all have an essential part to play in responding to this call. May we continue to walk forward together on this journey, united in our strides, fulfilling better the mission entrusted to us. I would like to share with all of you now a new image that will serve as a reminder of the company’s mission and values and our history. I believe it will unite our family all the more and encourage us to continue forward with great STRIDES. The dictionary meaning of stride is to walk with long steps, especially in a hasty or vigorous way, passing over any obstruction. This is what we seek to do with the seven values represented in each letter of the word STRIDES: Service, Teamwork, Results, Integrity, Dignity, Encouragement, Spirituality. We can summarize Qualfon’s mission in the following way: to be the best BPO, make people’s lives better. This means improving people’s lives in every dimension: mind, body, and spirit.
Just as sailors in the old days looked to the North Star for orientation so as to arrive to their destination, we as a company have our North Star. This star keeps us on track, helps us to keep our heads up and to seek excellence in all we do. The Qualfon star has seven points reminding us of our seven values. Traditionally, seven is the perfect number, a number that is divine and infinite. In ancient times, the seven pointed star, or heptagram, was often used to depict God. In lots of ancient Christian art, this star is found in the center of an equilateral triangle representing the Trinity. The Qualfon family like any other family has a specific mission and values that differentiates it from all other BPOs. Using the image of the star, which represents our seven values and guiding principles, we have designed a Qualfon STRIDES shield. Dignity Service
Teamwork
En
co
ura
y egrit Int
g e m ent
Spirit
Results
19134 Stone Oak Pwky, Ste 201 / San Antonio, TX 78258 / www.qualfon.com
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The placement of our values around the shield is not arbitrary. Each sector is linked together by an unbreakable relationship. Service
Dignity
Teamwork
En
co
ura
y egrit Int
g e m ent
Spirit
Results
First of all, let’s explain the three corners of our shield. On the left hand corner of our shield is service. Service is a key value that underlies all other values and all that we do. On the other corner of the shield is Teamwork. We work with our clients. Both of these combined together produce Results. These three values are the three corners of our shield. They are what hold us together and distinguish us. However, linking these values are other key values: 1. Service and Teamwork are held together by Dignity – a mutual respect for one another that drives us to offer the best service possible working as a team with our clients and with one another. 2. Service yields Results only when it is done with Integrity. 3. Encouragement is the necessary factor linking Teamwork to Results. Finally, at the core of everything, is Spirituality. If there is no spirit, the body is dead. For this reason, the spirit must be constantly nourished and fed. Interestingly, the six other values feed this spirit and make it strong and this spirit is also what enables us to live out each day better our values. Dignity Service
Teamwork
En
co
ura
y egrit Int
g e m e nt
Spirit
Results
19134 Stone Oak Pwky, Ste 201 / San Antonio, TX 78258 / www.qualfon.com
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This STRIDES Shield serves as a special reminder of the consecration of Qualfon to God recognizing it as a gift from God creating jobs and making people’s lives better. The star is an image that points us to the Creator of the universe, to the divine, to that which transcends the here and now. For those who share the Catholic faith, the star carries yet another meaning: The Blessed Virgin Mary is often referred to as the Morning Star. This title reflects her role as both guide and protector, just like the North Star was to the sailors of old. She points in the direction to find the heart of God, the love of Jesus. This star is then a reminder that she is caring for all as a mother cares for her children. Finally, the shield reminds us of the special protection from an angel: Saint Michael the Archangel, who defeated evil through the good. Qualfon is a family of many diverse cultures, backgrounds, and ethnic groups. Just like in any family, we promote mutual respect and appreciation for each and every member. We value the religiosity or personal beliefs of each one and encourage each to practice coherently the faith or the interior life they profess or practice. We are all equal; therefore we have a right to be respected equally, to have a religious belief of our choice or to have none at all. Our point of unity is precisely in living out our seven universal values: STRIDES. We show this unity in our diversity through the seven different colors, which remind us that we are from every part of the world and yet we share the same mission and values, and this holds us together and orients us. Together, we take STRIDES towards excellence, aware that we are vulnerable and imperfect, and that we will fail, but we also know the power of forgiveness to lift ourselves up and move forward.
In this way, our STRIDES Shield, a multi-colored shield with a seven-pointed star will serve as a constant reminder to us of who we are, what we do, and why we do it. It will be our protection in times of difficulty, an instrument that carries us forward, and an image of the ideal we seek to reach: TO BE THE BEST BPO, MAKE PEOPLE’S LIVES BETTER!
19134 Stone Oak Pwky, Ste 201 / San Antonio, TX 78258 / www.qualfon.com
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With the goal of helping us to align all our decisions with this common mission, we created, at the beginning of the year, a new position: Chief Mission Officer. This position has the responsibility of serving each and every one of us in four ways through many different programs and services. The four specific tracks of the Mission Office are internal communications, education and formation of values, caring initiatives for our employees, and opportunities to give and support our communities (Qualfon Foundation). Each site has a mission office coordinator who works together with ManCom for the local implementation of these initiatives.
I would like to thank our CEO, Mike Marrow, the executive and the management teams, and each and every one of you, regardless of the job you do, your contributions to the company are equally important. We would not be where we are today if it were not for you. May we all find strength behind our new shield to continue forward united in our STRIDES. Sincerely yours,
Alfonso González Arocha CHAIRMAN OF THE BOARD
19134 Stone Oak Pwky, Ste 201 / San Antonio, TX 78258 / www.qualfon.com
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