Fast and innovative

Document Sample
Fast and innovative Powered By Docstoc
					                                                                                                                                                                                                                                    | The Journal of the Baloise Group | 1 | 2010

                                                                                                                                                                                                                                      People. “Safety Crack” Dietmar

                                                                                                                                    Photo: Advico Young & Rubicam,
                                                                                                                                                                                                                                      Ammann heads the general
                                                                                                                                                                                                                                      agency Bad Arolsen and he

                                                                                                                                                                                                            Pfuschi Cartoon, Bern
                                                                                                                                                                                                                                      visits clients every day. > page 7

                                                                                                                                                                                                                                                                                                                                        Photo: Ammann & Partner, Bad Arolsen
                                                                    Photo: COS

Baloise 2012. Goal achieved:                                                     Safety World. More than just                                                        Mercator. That was the answer
Project ORION::: looking for                                                     an advertising ploy: The Safety                                                     we were looking for in our rea-                                  “The feeling is:
cost-reduction opportunities.                                                    Lab exists – in the CCS.                                                            ders’ competition. The                                           They do a lot for
> page 4                                                                         > page 5                                                                            winners. > page 8                                                their customers.”

  Merger                                                                         Strategy

  Basler                                                                         Fast and innovative                                                                                                                                                                                              was celebrated through-out the

                                                                                                                                                                                                                                                                                                  Group. The first Baloise 2012 initia-
                                                                                                                                                                                                                                                                                                  tives have been concluded. Group-

  Zagreb                                                                         Group. these are the
                                                                                                                                                                                                                                                                                                  wide projects in IT, in Purchasing and
                                                                                                                                                                                                                                                                                                  in Human Resources have been
                                                                                 distinguishing char­                                                                                                                                                                                             launched.
                                                                                 acteristics of success­                                                                                                                                                                                          Group CEO Martin Strobel took up
                                  Photo: Basler osiguranje Zagreb

                                                                                                                                                                                                                                                                                                  his post at the start of 2009 with
                                                                                 ful companies of the                                                                                                                                                                                             the aim of turning Baloise into one
                                                                                 future. group Ceo                                                                                                                                                                                                of Europe’s leading insurers in
                                                                                 Martin Strobel counts                                                                                                                                                                                            terms of revenue and growth. How
                                                                                 Baloise among them.                                                                                                                                                                                              close has he come to achieving that
                                                                                                                                                                                                                                                                                                  goal? Is he happy with the results?
  advertising campaign accom­                                                    2009 was dominated by the finan-                                                                                                                                                                                 Where does he see the company’s
  panying the name change.                                                       cial crisis. It also had some effects                                                                                                                                                                            strengths – and its weaknesses?
                                                                                 on Baloise. But there were other to-                                                                                                                                                                             And what makes him laugh? Or
  Croatia. This is the new name                                                  pics of greater importance for the                                                                                                                                                                               makes him mad? His answers on
                                                                                                                                                                                                                                                                    Photo: Peter Schnetz, Basel
  of Baloise in Croatia. In mid-                                                 company: the positioning of Safety                                                                                                                                                                               > Page 2
  February the commercial court                                                  World and Baloise 2012. Safety
  in Zagreb approved the merger                                                  World has been introduced in all
                                                                                                                                                                                                                                                                                                  Martin Strobel aims to invest large
  of all Baloise companies in                                                    Group companies. For the first time                                                                                                                                                                              sums – in the Safety World among
  Croatia. “The merger is the fi-                                                the Safety Day – Friday the 13th –                                                                                                                                                                               other areas.
  nal stage in a restructuring pro-
  cess within our organisation,
  which should make our com-
  pany more straightforward, ef-
  ficient and successful,” said                                                  gueSt CoLuMn                                                                        FISCaL year 2009
  Martin Kampik, CEO of Basler

                                                                                                                                                                     Baloise is growing
  osiguranje Zagreb. “We can now
  offer our customers first-class,                                               Innovative
  professional and fast insur-
  ance solutions that are tailored                                                                                                                                   Group. In March, Baloise group
  to their individual needs in                                                                                                                                       presented the annual results for 2009.
  every case.”
  Baloise has been active in                                                                                                                                         The business volume grew by 27 percent, the profit
  Croatia with a property and                                                                                                                                        exceeded the previous year‘s results by 8.9 percent.
  life company since 2000. With                                                                                                                                      All Group companies ensured growth. But the biggest
                                                                                                                   Photo: istockphoto

  the acquisition of Osiguranje                                                                                                                                      share of growth came from investment-type life insur-
  Zagreb in July 2007, it became                                                                                                                                     ances. This shows that Baloise has a healthy core busi-
  number 5 in the Croatian market.                                                                                                                                   ness with high-performing business sectors. Safety
  In September 2008 the compa-                                                                                                                                       World and Baloise 2012 delivered the first measurable
  nies moved into shared offices.                                                Dictionaries define innovative as                                                   outcomes. A comment on the annual statement
  At the end of October 2009, Osi-                                               “Creating renewal by the application                                                > page 4
                                                                                                                                                                                                                                                                                                                                                                    Photo: Peter Schnetz, Basel

  guranje Zagreb was renamed                                                     of new processes and techniques”.
  Basler osiguranje Zagreb.                                                      What does the word innovative
                                                                                 mean to our guest author Robert
                                                                                 Wildi, a freelance journalist from                                                  the media conference was held this year in the directors’
                                                                                 Zurich? His answer on > page 7                                                      restaurant at group head office.
2     Focus | we.baloise |                              The Journal of the Baloise Group                                                                                                                             Issue 1 | March 2010

    edItorIaL                                                         Strategy

    Qué será, será                                                    “The future belongs to fast and
    Monika Schweizer, Basel                                           innovative companies”
    Dear Reader,                                                      Group. Martin Strobel has led the Baloise group since the beginning of 2009. In this
    “When I was just a little girl, I asked my mother
                                                                      interview he talks about how he has fared in this time and where he wants to take
    what will I be. Will I be pretty, will I be rich?                 the company.
    Here’s what she said to me: Qué será, será.
    Whatever will be, will be. The future’s not                                                                                                                                                       nagement is called on to take up this task
    ours to see. Qué será, será.” Doris Day sang                                                                                                                                                      with all their might.
    these lines in Alfred Hitchcock’s 1956 film,
    “The Man Who Knew Too Much”. She sang                                                                                                                                                             All employees should live true to Safety
    the song with tears in her eyes in front of the                                                                                                                                                   World in their area of work. How do you
    invited guests and her husband, in the em-                                                                                                                                                        practise the tenets of Safety World as
    bassy where she suspected her kidnapped                                                                                                                                                           Group CEO?
    son to be held. Her son whistled along with                                                                                                                                                       I raise Safety World for discussion in the
    the melody. This is how the father was able to                                                                                                                                                    line management. It is important for me
    find him. The song took the Oscar for Best                                                                                                                                                        to know how far along every international
    Original Song and became a million-selling                                                                                                                                                        subsidiary is in its implementation, and I
    hit with countless cover versions. It is about a                                                                                                                                                  support them as much as I can.
    girl who asks her mother about the future.                                                                                                                                                        I also get involved in external safety
                                                                                                                                                                                                      events, meetings with customers and our

                                                                                                                                                                        Photo: Peter Schnetz, Basel
                                                                                                                                                                                                      Safety Days. I would like to actively com-
                                                                                                                                                                                                      municate our positioning to the outside. I
                                                                                                                                                                                                      am absolutely committed to making Safe-
                                                                                                                                                                                                      ty World a permanent feature, because
                                                                                                                                                                                                      this is the only way it can develop.
                                                                      the key Baloise values are Swissness, innovation, partnership. “It is management’s duty to put
                                                                      these values into daily practise and establish them,» stresses Martin Strobel.                                                  Our values are “Swissness”, “innovati-
                                                                                                                                                                                                      on” and “partnership”. How can they be
                                                                      rahel Mohler, Basel                                                                                                             embedded into our daily routine?
                                                                                                                                                                                                      It is management’s duty to put these
                                                                      You have been CEO of the Baloise Group            Baloise is repositioning itself with                                          values into daily practice and establish
                                                                      for a year. How have things gone for              Safety World, which was rolled out in all                                     them. The Swissness is expressed in reli-
                                                                      you?                                              countries by November. Where does it                                          ability and stability. We were able to de-
                                                                      After Switzerland, I was very much looking        go from here?                                                                 monstrate these values particularly dur-
                                                                      forward to learning about the diversity and       The task at hand is to establish it in Sales.                                 ing the crisis. All employees are called
                                                                      huge range that makes up our company              The number of our customers who come into                                     upon to define, maintain and develop
                                                         Photo: COS

                                                                      now in the international business. I expe-
                                                                      rienced dynamic and highly motivated              “I am absolutely committed to making Safety World a
    the remaking of alfred Hitchcock’s 1934 original.                 teams in every country.                           permanent feature.”
    St. Moritz was the setting, not Morocco.
                                                                      Up to March 2009, the financial crisis held
                                                                      sway. It has now stabilised and thanks to         contact with Safety World must increase.                                      these values for themselves and their
    Later, the young woman poses these ques-                          our strong balance sheet, conservative in-        This is the only way that we can apply the                                    area of work.
    tions to her beloved. Again later, she is con-                    vestment policy and strong operational            growth factors of greater customer loyalty                                    Innovation is important for tapping into
    fronted with the questions by her own child-                      earning power, we can face the future with        and higher sales per customer. Sales ma-                                      the future. We are very innovative, it’s
    ren. Each time the answer is the same: Qué                        optimism.
    será, será – whatever will be, will be. In real
    life those of us with a western mindset have                      Are you satisfied with the business
    difficulty in simply trusting in “whatever will                   results?
    be, will be”. We prefer to set ourselves goals                    The growth is very encouraging. We see
    – at work and in our private lives. And we                        strong acceleration of the life business
    make plans to achieve them. We measure                            in Liechtenstein and in group life Swit-
    ourselves against others because we want to                       zerland. We have posted clear gains in
    be better. That applies not only to people but                    market share in Belgium and Luxem-
    to companies as well. The goals and plans of                      bourg, and the situation in Germany is
    Baloise – read more about them in Focus.                          stable. Compared to the rest of the mar-
    Happy reading!                                                    ket, we have held our own which we can
                                                                      be proud of.
                                                                                                                                                                                                                                                   Photo: Advico Young & Rubicam, Zurich

                                                                      Our operational income is high quality.
                                                                      Low interest rates, the euro exchange rate
                                                                      and the effects of the recession have
                                                                      weighed on our result, however. This is
                                                                      where the importance of target customer
                                                                      management and Opex* become clear.
                                                                      We want to do more to drive it forward
                                                                      and in this way further strengthen the Ba-
                                                                      loise Group’s operational earning power.          the Safety World has arrived. a visual from the communication campaign.
Issue 1 | March 2010                                                                                                       The Journal of the Baloise Group             | we.baloise | Focus                        3

                                                                                                                     Brand and Strategy

just that we are not entirely aware of it. Every
area must be checked to see how worthwhile
                                                    Baloise is a successful company. Why
                                                    should we change?                                                Being among the leading
innovations can be integrated into our rou-         If you don’t move ahead, you’ll fall behind!
tines. Everyone can contribute to this process.     We will only achieve future success by facing
Partnership is important for our customer re-       the challenges brought about by changing
lations as well as within Baloise itself. We        customer requirements and markets. We
should take a good look of ourselves and de-        must open up new areas of growth and lower                       Group. Martin Strobel’s goal is to put Baloise among the
cide where action is needed.                        our costs as the sole way to stay competitive.                   leading insurers in terms of income and growth. this is to
Part of our strategy is to optimise existing        What is Baloise doing to retain employees?
                                                                                                                     be accomplished with the Baloise 2012 project.
set-ups and exploit synergies. Parts of IT          We have many talented employees on board,
and Purchasing are being centralised as a           something I am extremely pleased about. For
result. Will there be further centralizations?      me, they are the company’s future: commit-
Both initiatives – “Group IT” and “Group            ted employees who achieve remarkable
Purchasing” – are on course, which I warmly         things through their knowledge and abilities.
welcome. Beyond that, we are exploiting sy-         Under the leadership of Group HR, we have
nergies in the areas of Safety World and Hu-        established processes to identify, bond with
man Resources, and continue to successively         and develop talented individuals. Through
roll out the various strategies.                    our talent pool, we were able to fill more than
                                                    70% of vacant management positions with
“We have many talented                              internal candidates in 2009.
employees on board!”
                                                    How is Baloise fulfilling its pledge of
I currently see no other areas where consoli-       “Making you safer” to its employees?

                                                                                                                                                                                                                     Grafics: Baloise Group
dation could be considered. What must be            First of all, the many offers tied up with                       the strategy crystal
done now is to put the measures we already          Safety World are open to our employees as                        explains the positioning
                                                                                                                     of Safety World and its
have into practice and hold back on new             well. since they are also Baloise customers                      connection with our
ones.                                               of course. A clear and well-communicated                         strategic approaches.
                                                    strategy should also make all employees feel
Will there be job cuts?                             secure about the future course of Baloise.
Unfortunately, yes. Compared to our compe-          Last but not least, our values and achieve-
titors, we produce our products at high costs.      ments should convey safety: “partnership”                        rahel Mohler, Basel
We must take urgent action here if we want to       and “professionalism” are important pillars
keep up with the market. And, unfortunately,        of Baloise as an employer.                                       Some visible successes arising from the pro-        to grow organically
this makes a reduction in staff inevitable. It is                                                                    ject became evident at the close of 2009. In        The focus of Baloise 2012 is on speeding up
important to me that this is done in a socially     How does the future look for Baloise?                            Europe our innovative products now mean             organic growth. Examples of this are mea-
acceptable and respectful manner. Now more          Promising! During the crisis we held our own                     we number among its fastest-growing insur-          sures to raise the number of products per
than at any other time, we must practise our        as a reliable and strong company. We are                         ers. The CEO and his “crystal strategy ball”        target customer and to improve customer
core set of values.                                 now using this strength to continue on our                       (chart) explain how the current year will run       loyalty.
                                                    path of growth and raise our competitive-                        its course.
A great deal is being done to lower costs.          ness through targeted innovations such as                                                                            to develop new growth areas
Where are investments being made?                   Safety World and new life products. The cri-                     Safety World                                        Baloise Life in particular was very successful
We are investing large sums in developing           sis has clearly shown that the future does                       The new Safety World positioning had been           last year with asset-linked life insurances.
growth potential. For example in Eastern            not belong to the large players, but to fast                     implemented in all international subsidiar-         We were at the right place and at the right
Europe, a growing market, as well as in             and innovative companies. And it is precise-                     ies by November 2009. No other insurer              time with the right team and products. Our
Liechtenstein and Germany. At the same              ly this group to which we belong.                                in Europe offers such a wide-ranging pro-           good products and reputation as a Swiss
time, we are investing in Safety World and                                                                           gramme covering every aspect of safety. The         quality insurer are helping us to tap into the-
in improved business processes. Project                                                                              task now at hand is to firmly establish Safety      se new growth segments. Baloise Luxem-
GEPARD, for instance in the Swiss business,                                                                          World and to bring it into the lives of our em-     bourg has also grown strongly on the back of
oversaw the establishment of a completely                                                                            ployees and customers.                              these innovative life products. With Liech-
                                                    * opex intends to improve its operational earning power by
new business process landscape with con-            means of numerous initiatives and orientation to target client
                                                                                                                                                                         tenstein and Luxembourg we are penetrating
siderable investments in IT.                        management.                                                      to optimise                                         new markets, among them France, Italy and
                                                                                                                     Despite the successful growth, costs must           Northern Europe.
                                                                                                                     be reduced further. We produce our products         Other new growth areas are the Safety World
                                                                                                                     at high cost compared to those of our com-          positioning and our expansion into Central
                                                                                                                     petitors. We were able to make the first cost       and South-Eastern Europe. In Eastern Europe
    Martin Strobel in person                                                                                         reductions in 2009. We expect a clear impact        we are already active in five countries. We
                                                                                                                     from Baloise 2012 starting in 2010 and be-          aim to expand business in these countries in
    What makes you laugh?                           What couldn’t you live without?                                  yond.                                               the coming years.
    My two children – two and four years old        My wife and family.
    – are a source of joy and strength. Many
    of their “creative ideas” may not thrill us     What is your dream?
    at first (thinking of the cleaning up that      Professionally: to have every reason to                          New name for the Group
    has to be done afterwards), but are cer-        the claim of being “one of the leading in-
    tainly very refreshing every day!               surers in Europe in income and growth”                           Since January the Group has appeared under          not affected by this change. Bâloise Holding
                                                    through Baloise 2012.                                            its new Baloise Group logo. We have modified        retains its accent from prior usage. Use of
    What makes you angry?                           Privately: to have a lot of relaxation time                      the name in texts and signatures as well. If the    this name is restricted to a small group of
    Dishonesty and insincerity make me very         with my family and friends for once. Un-                         Group is the subject at hand, we speak of the       users. In addition, this name may only be
    angry. Luckily I very rarely encounter this     fortunately the first dream sometimes                            Baloise Group or Baloise. No circumflex (“Chi-      used after consultation with Legal Affairs
    at Baloise.                                     gets in the way of the second …                                  nese hat”) appears in Baloise in any language.      and Taxes. These changes reflect new legis-
                                                                                                                     The styles used by the local companies are          lation affecting the names of companies.
4      Baloise | we.baloise |                             The Journal of the Baloise Group                                                                                                                         Issue 1 | April 2010

Fiscal year 2009

Baloise stands the test with strong growth
Group. Baloise performed remarkably well in 2009; earnings rose by 8,9% over the previous year.
Growth was exceptional, above all in investment-type life insurances.

                                                                                                                                        Positive effects                                    But how did these stories come to appear in
                                                                                                                                        Our brand positioning, Safety World, has in         the Annual Report? Employees were called on
                                                                                                                                        the meantime been successfully launched             through the Group Intranet to submit their
                                                                                                                                        in all countries and is showing positive ef­        personal safety story in September. Around
                                                                                                                                        fects. The number of insurance policies per         70 submissions were received. An jury of five
                                                                                                                                        customer is on the increase in the target           from Communications, Competence Centre
                                                                                                                                        segments, as are sales productivity and             Safety, HR and an external communications
                                                                                                                                        customer loyalty. More and more customers           agency chose five stories. The criteria for ap­
                                                                                                                                        are recommending us to others.                      praisal were authenticity and that the winning
                                                                                                                                        The efficiency­raising and growth pro­              texts covered the most important aspects of
                                                                                                                                        gramme “Baloise 2012” launched in 2009              safety (prevention, trust, good preparation
                                                                                                                                        is proceeding well; the almost 100 sets of          and good material). And the winners are:

                                                                                                          Photo: Peter Schnetz, Basel
                                                                                                                                        measures contributed CHF 33,6 million to            Björn Denis, Yves­Laurent Grize, Rolf Geiger,
                                                                                                                                        the consolidated result last year.                  Ann Van Mol and Samuel Scharowski.
                                                                                                                                                                                            The Annual Report is published together with
                                                                                                                                        safety Diary                                        the Financial Report at the end of April and is
                                                                                                                                        The 2009 Annual Report makes experiencing           sent by request only. Shareholders are auto­
                                                                                                                                        safety its focus. In it, five employees relate in   matically sent a summary.
The corporate executive committee with Olav Noack, Martin Wenk, Martin strobel, German egloff,
Jan De Meulder and Thomas sieber answered journalists’ questions. The questions centred on growth,                                      diary entries one key event in their lives in       For further submissions to the competition
in particular at Baloise life, on life insurances, as well on the business in Germany and acquisitions.                                 which safety played a major role.                   see the Group Intranet from the end of Mai.

Thomas Kähr, Basel

Baloise has come through the recessive en­            strong growth                                                                      Key figures 2009
vironment with flying colours. Our robust             Baloise is growing. It is the result of our cus­                                                                                                     2008            2009
growth shows that we successfully put the             tomers’ trust in our stability, reliability and                                    Total business volume                                            7858.3         9765.4
opportunities offered by the market to use            services. Growth in investment­type life in­                                       • Nonlife                                                        3214.8         3136.4
and were able to build on our market posi­            surances was very strong; Baloise Life in                                          • Life                                                           3739.1         3723.4
tion. We have a healthy core business with            Liechtenstein contributed by far the largest                                       •Asset­linked life insurances                                     904.4         2905.6
powerful business divisions. Our balance              share. Other units also posted growth                                              Net profit                                                        386.7           421.0
sheet is one of the strongest in Europe. Our          above the market average: Luxembourg,                                              Combined ratio nonlife net                                         90.9            94.4
innovative Safety World, which combines               Belgium, Austria, Switzerland in group life                                        Solvency                                                          196%           230%
insurance and prevention, is producing                (professional pensions), Germany in nonlife                                        Equity                                                           3895.6         4510.0
measurable effects. These successes take              insurances. The purchase of Fortis Luxem­                                          Return on equity                                                  9.0%           10.3%
us a good step closer to our goal of becom­           bourg IARD S.A. cements our market posi­
ing one of the best­earning and strongest­            tion in Luxembourg. In Croatia we now ope­
growing insurers in Europe by 2012.                   rate as Basler osiguranje Zagreb.                                                 Group Intranet > Communication > Notifications > Group CEO online

BalOise 2012
                                                                                                                                        pressed its views on the proposed measures
                                                                                                                                        and supported their implementation.

Deep Impact                                                                                                                             aha moments and further ideas
                                                                                                                                        Some cost reductions are easier to bring off
Switzerland. launched in February 2008, Project OriON::: set out to                                                                     if everyone plays along – for example, by re­
make recurring savings of cHF 19.5 million. The ambitious target was                                                                    ducing paper consumption by printing on
reached in December 2009.                                                                                                               both sides. This prompted us to launch a
                                                                                                                                        campaign – “ORION::: the aha experience”
stephan Waser, Basel                                                                                                                    – to sensitise employees to the issues in­
                                                                                                                                        volved. Through posters and a quiz on the
ORION::: is the first Baloise 2012 project in         We assigned the measures we developed                                             Swiss Intranet, we are making it fun to learn
Switzerland to achieve its impressive goal.           into three sets: short­term savings (e.g. em­                                     about the use of resources and individual
We have already handed over the results to            ployees attending external courses), medi­                                        ways to save. The feedback shows us that
the Baloise 2012 impact team to ensure that           um­term measures (fewer office­based em­                                          the topic has met with across­the­board un­
these savings are realised over the long              ployees, pay adjustments in the insurance                                         derstanding.
                                                                                                                                                                                                                                              Photo: COS

term.                                                 sales force) and long­term enhancements                                           But even now that the project has ended,
                                                      (e.g. in advertising and sponsoring). Many                                        everyone can lend a hand. After all, the ex­
Many measures                                         employees contributed their ideas to its                                          pense ratio affects us all. Thanks to all em­
                                                                                                                                                                                            Orion was a huntsman in Greek mythology.
From the start, we sought ways to save                success. The Employee Commission (MAKO)                                           ployees for their support and we look for­          artemis is said to have elevated him to the
throughout corporate division Switzerland.            was also represented in the workgroup, ex­                                        ward to each new idea.                              heavens in remorse for killing him.
Issue 1 | April 2010                                                                                    The Journal of the Baloise Group                                        | we.baloise | safety World                                       5

ccs                                                                                                                                          leaDer iNiTiaTive

Did you know that Baloise                                                                                                                    Getting customers enthusiastic
has a Safety Lab?
                                                                                                                                             Switzerland. it’s all about change at Baloise as the leader initiative
Group. Baloise talks about its virtual safety lab in its advertising.                                                                        passes the six-month stage.
But it also has a real one: the ccs, or competence centre safety.
                                                                                                                                             amos Winteler, Basel

                                                                                                                                             The new vision puts the customer in the spot­        leaders, they should “have the courage to do
                                                                                                                                             light: “Customers really like our Safety World       the right thing.”
                                                                                                                                             and our innovative dialogue focused on value         Concrete implementation of Leader is going
                                                                                                                                             added.” To accomplish this goal, the Baloise         ahead in more than 30 “key initiatives”
                                                                                                                                             Switzerland management has reorganised               among others. They are the link between all
                                                                                                                                             itself. One of the core elements is the end­to­      operating segments. The Touchpoints initia­
                                                                                                                                             end focus on sales that places customers at          tive, for example, examines all customer

                                                                                                               Photo: Peter Schnetz, Basel
                                                                                                                                             both the beginning and the end of every pro­         contacts across all areas (customer advisors,
                                                                                                                                             cess. “It is easy to do business with us” is one     contract conclusions, claims handling etc.).
                                                                                                                                             of the key principles. From start to finish, the     The goal is systematic Touchpoint quality
                                                                                                                                             reorganised product management bears full            management with a qualified team for every
                                                                                                                                             responsibility for the business processes            customer contact point. Other key initiatives
“Making you safer.” The specialists from the real-life safety lab will tell you how it works; left to right:                                 (end­to­end philosophy).                             deal with simplification of the products, an
Dominik simmen, sabine Westmoreland-Herran, Bruno Hauser, Dominik Treutlein, carsten Pöhlmann                                                Basically, the Leader Initiative encourages          innovative advisory approach (Baloise Invest­
and Dominic Währy. Berta rachmanov is missing from the picture.
                                                                                                                                             entrepreneurship at all levels and gives every       ment Advice) and new Internet platforms
                                                                                                                                             employee the chance to succeed. As credible          (My Account).
Dominik Treutlein, Basel                                 they take out a policy, but whenever they
                                                         come into contact with Baloise. Whenever
This is where specialists develop innovative             they are studying our products, processing a
ideas covering every aspect of safety. They              claim or calling the Service Centre, customers
work closely with the Group companies to                 must experience safety in every way. But how
get as close to the Baloise markets as pos­              can this approach be put into practice?
sible, and support the colleagues on the                 So far, mainly Sales and Marketing dealt with

                                                                                                                                                                                                                                                         Photo: Photostudio Steiner, Schwyz
ground with help and advice.                             Safety World. But now other departments are
In the areas of house and home, accident,                considering how they can bring the feeling of
sport and leisure, safety on the move and                safety into their areas too. Since the many
mortgages, private customers are being                   good ideas this process is generating should
made safer already today through sophisti­               be made available to the whole Group, the
cated safety programmes. Now, safety pros                CCS is organising and promoting the ex­
at the CCS and in the countries are currently            change of best practices between the com­
working on a safety programme for small and              panies. It also serves as an interface bet­                                         The leader initiative kicked off last september with a two-day workshop for managers in Morschach.
mid­sized enterprises (SMEs). A pilot project            ween Baloise and research institutes,
is in fact already underway in Switzerland.              universities and state and private security
The specialists will also be looking for an­             facilities to ensure everyone is aware of the
swers to how the Safety World can best func­             latest advances in technology. Coordinating                                         cusTOMer saTisFacTiON
tion in the broker market.                               safety equipment manufacturers and retail­

                                                                                                                                             Clearly above the market average
                                                         ers is also within the remit of the CCS.
always and everywhere                                    To sum up, the Safety Lab produces mea­
What is important is that customers feel the             sures to focus and drive Safety World for­
promise of “Making you safer” not only when              ward in cementing its positioning.                                                  Germany. Baloise carried out a telephone survey on claims and
                                                                                                                                             related topics last year. in it, customers with household goods and
                                                                                                                                             comprehensive car insurance claims were contacted for their views.

NeW year recePTiON                                                                                                                           annette ruhl, Bad Homburg

In the sign of Safety World
                                                                                                                                             These customers were questioned on vari­             tribution towards this achievement,” says
                                                                                                                                             ous issues such as friendliness of the claims        Dieter Hack, Head of the Main Claims Depart­
                                                                                                                                             staff and the speed at which settlements             ment, of the results.
Belgium. Following tradition, Mercator invited its partner brokers to                                                                        were reached. They were then asked to rate
a reception at the end of January to toast the New year together.                                                                            on a scale of one to five their satisfaction
                                                                                                                                             with the service on offer.
charlotte van Tiggelen, antwerp                          fixed values, but also to three innovative ele­                                     The result was very good, with more than
                                                         ments: its positioning as part of the Baloise                                       85% of surveyed customers saying that they
CEO Gert De Winter took the opportunity to               Group, the focus on the end customers and,                                          were “very satisfied” overall with claims pro­
follow up his welcome to em­ployees into                 of course, Safety World. That is because pre­                                       cessing at Baloise. This not only puts our sa­
                                                                                                                                                                                                                                                      Photo: Jörg Schellin, Bremen

Safety World by extending the same to sales              vention and well­being in communication                                             tisfaction levels clearly above the market
partners. At the reception, the Baloise song             with the brokers is taking on an important                                          average, but also sets standards for our com­
was intoned over the loudspeakers and the                role. Gert De Winter naturally reflected on the                                     petitors. “I am very pleased that we have
film about the Tree Guards shown. Gert De                results of 2009 and ventured a forecast                                             been given such good marks. After all, our
Winter spelled out Mercator’s new position­              for the coming year. Before raising his glass                                       customers’ satisfaction is one of our most
ing within the Baloise strategy in his speech.           for the toast, he ended by announcing                                               important goals. The employees of the                The staff of the New claims service in Bremen
He drew attention not only to permanent                  Mercator’s imminent move.                                                           claims departments have made a huge con­             received a lot of praise.
6   People | we.baloise |                                     The Journal of the Baloise Group                                                                                                                Issue 1 | March 2010

BLOG-NOTES                                                  10 QuESTiONS TO DOMiNik TREuTLEiN

Privacy                                                                                                                                                                                    involved in rooting it in all areas of the
                                                                                                                                                                                           Group so that we can offer our customers
                                                                                                                                                                                           an end-to-end brand experience.
Rahel Mohler, Basel
                                                                                                                                                                                           What is the biggest challenge involved?
His name is Gustav. I have never met                                                                                                                                                       To further enhance the Safety World con-
Gustav personally, and yet I know quite                                                                                                                                                    cept, taking into account current conditions,
a few things about him. Almost more                                                                                                                                                        and to set the right focuses for the future.
than I really want to know. Gustav re-
cently “came out”. He separated from                                                                                                                                                       What book do you recommend to your
his very attractive wife and their two                                                                                                                                                     friends?
children to move in with his new, also                                                                                                                                                     A book about a courageous man: “No Angel”
very attractive, boyfriend Karl. In two                                                                                                                                                    by Jay Dobyns & Nils Johnson-Shelton.
weeks the couple will move into their
new flat. I know where the new flat is                                                                                                                                                     What is your favourite dish?

                                                                                                                                                             Photo: Peter Schnetz, Basel
and precisely when work will begin                                                                                                                                                         From Swiss “schoggi” to pancakes all the
with shifting the boxes. Gustav’s two                                                                                                                                                      way to Leonidas pralines – all kinds of
sons and his wife will help moving. I
could also tell you a few things about
the wife and the sons, but that would
                                                              Fun at work                                                                                                                  sweet food.

                                                                                                                                                                                           How do you keep fit?
be taking things too far…                                                                                                                                                                  My wife, our two dogs and I make extensive
Gustav, by the way, is the managing di-                     Monika Schweizer, Basel                         Why did you move from Germany to the                                           tours around the beautiful countryside in
rector of a company with 45 employees                                                                       Group head office?                                                             the three countries that meet at Basel.
and 17 trainees. He enjoys his work. He                     What did you want to be as a child?             Expanding my focus from a single interna-
drives a silver Audi and is thinking of                     Discoverer of new countries, continents or      tional subsidiary to cover the entire Group                                    Where will you spend your next holiday?
buying a Harley Davidson. Sometimes                         planets.                                        was in and of itself very interesting. The                                     In Locarno, not least because of the fantas-
he is also out and about on a bicycle.                                                                      possibility of then moving to Switzerland                                      tic tiramisu on the Piazza Grande.
Gustav and Karl like to spend their                         Why did you come to Baloise?                    with the whole family made the decision
weekends outdoors. They usually tra-                        I was looking for a company that I could        easy.                                                                          Dominik Treutlein (47) heads the Compe-
vel to the sea for their holidays. They                     help shape. At Baloise I have found the right                                                                                  tence Centre Safety at the Group head office.
like taking photos, too – mostly of                         mix of tradition and a willingness to travel    How would you describe your work in one                                        He has a degree in business management
themselves. Did I already mention that                      new paths. I also appreciate the corporate      sentence?                                                                      and is the father of two children. He joined
Gustav has a tattoo?                                        culture. The committed work, the respectful     Making you safer!                                                              Baloise Germany in January 2003. Three and
If I should ever meet the pair of them                      and very collegial way people deal with each                                                                                   a half years ago he switched to the Group,
on the street, I would immediately re-                      other and the wish to bring their company       What are your goals for this year?                                             taking over as head of the Safety World
cognise them. But they wouldn’t know                        forward – these are all something special       I want to build on the success of Safety                                       Group project and for which he also set up
me, as they probably don’t even know I                      and make the job fun.                           World by getting even more colleagues                                          the Competence Centre Safety.
How is that possible? It’s because I
have a Facebook account. And on Face-
book the people caper about without
the slightest feeling for their own pri-                    MAkO
vacy. They share the most intimate
of details with the world without a
thought, and do not begin to imagine
the sort of people that can watch their                     Who’s that?
holiday videos and the photos of their
children.                                                   Switzerland. The Employee
So take care what sort of information                       Commission – MAkO for short –
you reveal on Facebook, otherwise you                       is composed of 13 members
may well end up appearing in a future                       elected for a term of four years.
column of mine…
                                                            Stefan Heizmann, Basel

                                                            Its members are elected from the office-
                                                            based employees of all Group companies
                                                            operating in Switzerland.
                                                                                                                                                                                                                                             Photo: Peter Schnetz, Basel

                                                            The MAKO’s main task is to represent the
                                                            employees’ concerns and interests to the
                                                            management. In many areas it has a right of
                                                            codetermination. It was able to score impor-
                                                            tant successes in the 2009 wage round, for
                                                            example, and the renewal of the collective      The staff committee under President Stefan Heizmann (3rd from the right) intend to make sure the con-
                                                            agreement. It also scored a victory regarding   cerns of their colleagues get a hearing.

                                                            the set of measures for Project GEPARD, pre-
                                                            vailing on the issue, among others, of a        Since the beginning of June 2009 the MAKO                                      pion is a market-driven loyalty bonus that
                                                            longer notice period. What is less well known   has been led by Stefan Heizmann. For 2010,                                     will naturally be included in this year’s wage
                                                            is that besides HR, employees can also          he and his team have taken on the task of                                      round. The MAKO is delighted when employ-
                                           Foto: Keystone

                                                            approach the MAKO’s members with their          further strengthening their positioning and                                    ees come to it with their questions or con-
                                                            personal issues. And they can be involved as    raising the level of awareness about the work                                  cerns. It will continue to put its efforts into
                                                            mediators in problematic discussions.           they do. Another issue it has set out to cham-                                 mediating for the best possible solutions.
Issue 1 | March 2010                                                                                                                                            The Journal of the Baloise Group                                           | we.baloise | People                             7

OuR SAfETy CRACk*: DiETMAR AMMANN                                                                                                                                                                                  GuEST COLuMN

A really good thing                                                                                                                                                                                                Innovation – time to
                                                                                                                                                                                                                   grow up?
Germany. Dietmar Ammann is on the road daily as a general agent. With his
infectious enthusiasm for Safety World he convinces customers and succeeds
in a hotly contested market.

                                                                                                  processes analyses and claims, and heads the agency.
                                                                                                  He willingly makes time for his customers too, as he
                                                                                                  enjoys finding mutual solutions to their concerns and
                                                                                                  in this way gives them a feeling of security.

                                                                                                  Doing something for customers

                                                                                                                                                                                                                                                                                                 Photo: Medianovis
                                                                                                  Dietmar Ammann is enthusiastic about Safety World.
                                                                                                  He finds its core philosophy of preventing damage be-
                                                                                                  fore it happens particularly convincing since, “there is
                                                                                                  damage that cannot be made good again. Especially                                                                “if you want success, you must be innovative.”
                                                           Photo: Ammann & Partner, Bad Arolsen

                                                                                                  when people are involved.”
                                                                                                  But while this line of argument easily convinces, the
                                                                                                  battle for customers has become tougher in the last                                                              Robert Wildi, Zurich
                                                                                                  few years and much costlier to woo them. But Dietmar
                                                                                                  Ammann is convinced that Safety World makes Baloise                                                              It is clear, logical and really a law of nature: if you want success, you
                                                                                                  fit to compete: “We now have the decisive advantage                                                              must be innovative, or at least flexible. This applies to all areas of life
                                                                                                  over the competition of offering something new and                                                               and begins right from when we are babies. For example, when the
                                                                                                  different. Word quickly gets around about that sort                                                              bottle of milk falls on the kitchen floor because that pudgy little hand
“The Safety Box has become my constant companion when                                             of thing. The general feeling is that Baloise is doing                                                           could not grab it and the milk squirts all over. Small children quickly
talking to a client.”                                                                             something for its customers.” In other words, its good                                                           learn how to get food to where it’s needed and will use both hands
                                                                                                  reputation puts the company at the forefront – not least                                                         next time. It means more effort and use of resource, but for all that
Sarah Pally, Basel                                                                                thanks to committed people like Dietmar Ammann.                                                                  it’s a safer bet. It is the first successful risk management system, an
                                                                                                                                                                                                                   innovative act that does justice to external conditions. This is how
When Dietmar Ammann visits his customers, they can’t                                              > Group Intranet > Communication > Notifications >                                                               we go through life, perpetually coming up against barriers and cir-
wait to see what’s in the box that he has brought along:                                          Take a break> Our Cracks                                                                                         cumventing them by modified, flexible or, and this is the important
the Safety Box. He enjoys explaining in detail how to                                             *Without people who put all their energy, creative ideas and outstanding abili-
                                                                                                                                                                                                                   thing, innovative means. Failing to do this brings us into difficulties
use the lightning surge absorber, smoke alarm and fire                                            ties into the development of Safety World and who continue to work towards its                                   and, ultimately, to a grinding halt.
                                                                                                  success, this excellent outcome would not have been possible. With this in mind,
blanket, and in this way he generates enthusiasm                                                  we present employees here who are making an outstanding personal contribu-                                       The same causality reigns in the business world and must be con-
                                                                                                  tion to Safety World.
among his customers for Safety World and Baloise pro-                                                                                                                                                              tinually factored in by countless small and medium-sized enter-
ducts. “Safety World has been warmly received by cus-                                                                                                                                                              prises if they wish to survive. If a certain product is no longer in
tomers. They immediately see the value added and                                                  Dietmar Ammann (48) is Head of Bad Arolsen General                                                               demand in the market, a new one must be developed. If a service is
customer loyalty has noticeably improved. It is a really                                          Agency in Hesse, Germany. The qualified banking and                                                              no longer hip, it has to be made hipper, marketed in a more original
good thing,” says the general agent.                                                              insurance specialist has been with Baloise Germany                                                               way, improved, enhanced or at least offered cheaper. Every entrepre-
As Head of Bad Arolsen General Agency, Dietmar                                                    since 1990. Always in good spirits and backed up by                                                              neur is aware of these rules.
Ammann’s days are fairly full. He visits businesses and                                           Safety World, he visits customers every day with the                                                             But does this logic really apply to all of them? The last few years of
advises them on insurance and pension solutions, he                                               goal of finding the right solution to every problem.                                                             crisis prove the contrary. When a group first becomes big enough
                                                                                                                                                                                                                   and is thus inherent to the state’s functioning, the urge to innovate
                                                                                                                                                                                                                   as a strategy for survival rapidly loses momentum. Even losses in the
                                                                                                                                                                                                                   thousand millions will not lead to its business models and strategies
                                                                                                                                                                                                                   being called into question. At the end of the day, the state can rush
BANkiNG AND iNSuRANCE                                                                                                                                                                                              to the rescue and stop the holes with tax money, as indeed recently
                                                                                                                                                                                                                   happened in the global financial world once again. Many high-rank-

Huge potential
                                                                                                                                                                                                                   ing executives at the banks involved show their spirit of innovation
                                                                                                                                                                                                                   in repeatedly subsidising their thousand-million-dollar bonuses
                                                                                                                                                                                                                   with state rescue money without batting an eye. This development
                                                                                                                                                                                                                   leaves little room for hope that they have drawn lasting lessons from
Switzerland. Jürg Ritz becomes head of Baloise Bank SoBa at the beginning of April.                                                                                                                                their mismanagement of recent years and disturbing parallels to
                                                                                                                                                                                                                   those toddlers with long-term problems handling a milk bottle spring
Sonja kunz, Solothurn                                                                                                                                                                                              to mind. And it’s no surprise if mother (state) simply clears up the
                                                                                                                                                                                                                   mess on the floor after every blunder and immediately brings a new
He will succeed Alois Müller, who is   Jürg Ritz knows all about trans-                                                                                                                                            bottle of milk with even more chocolate powder that they will hardly
retiring. Before Jürg Ritz (45) came   forming regional operating activi-                                                                                                                                          come up with any (innovative) effort to avoid future spillages.
to Baloise, he was chairman of the     ties into national ones: from 1994
board of mortgage lender Lenz-         to 2007 he was at Postfinance, ul-
burg. What prompted the keen           timately as head of finance and
equestrian to switch? “The busi-       risk management, and was on its
                                                                                                                                                                                     Photo: Peter Schnetz, Basel

ness model behind the interlinking     management board for 12 years.
of what was more of a regionally fo-   He was largely responsible for                                                                                                                                              Robert Wildi (39) lives and works in the Zurich Oberland. He
cused bank with a nationally active    Postfinance’s success. He won his                                                                                                                                           predominantly writes on topics involving economics, tourism, travel,
insurance group is unique and has      financial spurs studying business                                                                                                                                           sports and transportation for various daily and weekly newspapers
huge potential. I also feel that the   management at HF Bern, receiving                                                                                                                                            and trade magazines. Since 2002 he has been running his own
employees are doing all they can       an MBA from the University of                                                          Jürg Ritz (45) lives in Solothurn with                                               press office, rowi press.
for the customers’ well-being.”        Zurich.                                                                                his wife and 10-year-old son.
8       Balorama | we.baloise |                                The Journal of the Baloise Group                                                                                                                       Issue 1 | March 2010

Expansion complete                                                                                                                                              Mercator
Maja Boroša, Zagreb                                              do not require a stay in hospital can now also be per-                                         Monika Schweizer, Basel
                                                                 formed in its two theatres.
Croatia. The Poliklinika Medico, part of Baloise                 The centre cost 100 million kuna (approx. 13.7 million                                         Group. Our contest in the last is-
Group, opened its doors in the centre of Rijeka at the           euros) to build. It provides the best possible protection                                      sue was looking for the the name of
end of January. The medical centre is one of the region’s        against radiation from its medical equipment, setting                                          our Belgian subsidiary “Mercator”.
most modern and provides a broad range of services               new standards in this area in Croatia. The protective                                          Of the 438 entries we received from
over 2,200 square metres. These include routine                  system was developed in cooperation with the Ruðer                                             all international subsidiaries, 429
checkups, X-rays and laser treatment. Operations that            Boškovic Institute, the country’s largest research facility.                                   were valid.

                                                                                                                                                                                                                                                 Photo: Monika Schweizer, Basel
                                                                                                                                                                The following people have won a
                                                                                                                                                                main prize, a trip to a Baloise city:
                                                                                                                                                                Katja Djuric, Jürgen Faller and Sand-
                                                                                                                                                                rine Penichot, all from Basel. Conso-
                                                                                                                                                                lation prizes go to: Markus Andrey,
                                                                                                                                                                Thomas Angst, Jana Bäumli, Tanja
                                                                                                                                                                Belau, Henry Berger, Kerstin           Christina Meyer from Group HQ recep-
                                                                                                                                                                Boscher, Mireille Bruggmann-           tion drew the winners. Christian Bieri
                                                                                                                                                                                                       of Group Internal Audit Department
                                                                                                                                                                Heimann, Patrik Brüngger, Denis        supervised the draw.

                                                                                                                              Photo: Lovro Šolman, Zagreb
                                                                                                                                                                A. Bucher, Hans Bucher, Marcel
                                                                                                                                                                Cattin, Marco Chetelat, Kathleen De
                                                                                                                                                                Cuypere, Sabrina Egger, Svenia Flury, Hans Werner Grossmann, Rudolf
                                                                                                                                                                Herren, Philipp Heutschi, Markus Jägle, Christoph Keiser, Heinz Kobel,
                                                                                                                                                                Nastia Kohlmann, Andreas Koller, Wolfgang Lehmann, François Majerus,
                                                                                                                                                                John H. A. Mamboury, André Marmy, Nicole Marx, Ann Mees, Nicole Meier,
The clinic’s 78 employees now use the very latest technology to ensure that patients are treated quickly and expertly.                                          Patrizia Moser, Stéphan Moser, Pierre-Joël Muggler, Benoit Royer, Melanie
                                                                                                                                                                Rüde, Hedi Rühlin, Christoph Schacht, Alfred Stauffer, Evelyne Steiner, Marin
                                                                                                                                                                Stoop, Thomas Thieme, Steven Tirrito, Gieri Venzin, Marco Vidovic, Bernhard
                                                                                                                                                                von Allmen, Christian von Ganski, Niklaus Weissen, Ruth Wernli, Daniel
Employees as customers                                                                                                                                          Widmer and Elisabeth Wolf-Ryser.

Sarah Pally, Basel                                                                                                                                              > Group Intranet > Communication > Notification > Group News

Switzerland. Since the end of 2009, the employees
of the Baloise Advice Centre (BZB) have been receiving
advice on all aspects of insurance and, according to
the new 360° philosophy, on pensions and wealth
                                                                                                                                                                First certification
                                                                                                                                  Photo: Peter Schnetz, Basel

management too.                                                                                                                                                 Kirstin Zeidler, Hamburg
“The new concept is aimed at defining the needs of em-
ployees better and actively reaching out to them,”                                                                                                              Deutscher Ring. Under the MONEYMAXX brand, Deutscher Ring Lebens-
stresses its head Christian Blaser. Under the scheme,                                                                                                           versicherung offers pension products exclusively to independent agents.
every new employee receives a checklist that helps                                                                                                              MONEYMAXX was the first German insurer to receive certification at the end
them form an overview of their insurance cover and               “We are happy to advise you.” The Baloise Advice Centre -                                      of 2009 for its basic pension product Discover level 1. Since then, brokers
what Baloise has to offer. But people who have been with         with Lukas Keller, Rudolf Schaub, Dominique Jundt, Conrad                                      have had peace of mind, knowing that they are released from liability when
                                                                 Wyss, Doris Frei, Thomas Schraner and Christian Blaser.
the company for some time already can also turn to the                                                                                                          selling this product, and customers are assured of the deductibility of their
BZB for advice whenever they want (                                                                                                             pension contributions when it comes to taxes.
That’s because Christian Blaser knows that employees             In the medium term, the advice centre is also looking to                                       The new mandatory certification has come about through the tightened
who get good advice are happier – and they show it:              provide its brand of in-house consulting to other large                                        rules governing state subsidisation. They stipulate among other things that
“We want the employees to enjoy their work and pass              companies. But until then the employees of Baloise in                                          a basic pension contract will only be subsidised if used as a personal life
this enthusiasm on to our customers.”                            Switzerland will be the focus.                                                                 annuity. As a result, the most important criteria include the identity of the
                                                                                                                                                                insurance holder, the premium payer and benefit recipient. From April, tax
                                                                                                                                                                breaks will apply only to new basic pension contracts with certification.
                                                                                                                                                                Deutscher Ring has already submitted further products for certification.
Hitting the slopes!
Monika Schweizer, Basel
Switzerland. The 560 employees and their compan-                                                                                                                   Editor: Baloise Group, Corporate Communications, Basel.
ions enjoyed marvellous weather for the traditional                                                                                                                Responsible for the publisher: Rahel Mohler.
Basel Snow Weekend in January. The event is held in a                                                                                                              Editorial staff: Monika Schweizer, lead; Sarah Pally.
                                                                                                                                                                   Editorial committee: Urs Erismann, Silvia Kalbermatten, Dietmar Kreisle,
different region every year. This time it was the Lower
                                                                                                                                                                   Karl Signer, Max Voegelin, Antje Zuelch, Peter Zutter.
Valais General Agency’s turn to welcome skiers to
                                                                                                                                  Photo: Melanie Rüde, Basel

                                                                                                                                                                   Address: Baloise Group, Corporate Communications,
Crans-Montana. The village is perched on a plateau on                                                                                                              Aeschengraben 21, P. O. Box, CH-4002 Basel
the sunny side of the Rhone Valley and has something                                                                                                               Telephone: +41 61 285 84 79,
for all winter sports enthusiasts: 140 kilometres of ski                                                                                                           E-mail:, Internet:
                                                                                                                                                                   Issues: Published four times annually in German, French, Dutch and English.
pistes, 60km of hiking trails, 30km of cross-country
                                                                                                                                                                   Next issue: June 2010.
trails, snow shoe courses, sledge trails and much more.                                                                                                            Design and production: Medianovis AG, Kilchberg/Zurich.
The Snow Weekend began with an “apéro riche” on                  Only for Baloise employees: Eating raclette on the ski slopes.                                    Translation: 24translate, Speicherschwendi.
Friday evening. The Saturday was devoted entirely to                                                                                                               Printed by: Birkhäuser+GBC AG, Reinach.
skiing and snowboard racing, while those who pre-
ferred to take things easier went hiking in snowshoes. At        and general agent Philipp Lamon greeted the guests.                                               The articles represent their authors’ opinions and do not
                                                                                                                                                                   necessarily reflect the opinion of the editorial staff.
noon everyone met for the raclette, which was served on          The party that followed went on until the early hours of
the piste itself. Before supper, Swiss head Olav Noack           Sunday morning.

Shared By: