Stakeholders, critical performance indicators The Liquor Control Board of On¬

tario (LCBO) is a government agency charged with the acquisition, transporta¬ tion, storage, and retailing of beverage alcohol in Ontario, Canada's largest province. The following was taken from the LCBO's strategic plan:

Our Commitment To succeed as a dynamic retailer and progressive organization, the LCBO must continue to foster a climate of trust and co-operation, where corporate values are clearly communicated and responsibilities readily accepted. To our employees, customers, suppliers, government, and communities, we commit the following:

Customers To exceed our customers' expectations by providing them with service excel¬ lence. This will be demonstrated in the selection and quality of our products, the ambiance and convenience of our stores, the professionalism of our em¬ ployees, and our ongoing commitment to introduce new products and services.

To rigorously test all products sold to our customers to ensure that they ex¬ ceed established health and quality standards.

To deliver quality customer services throughout our organization by ensuring that every employee's first priority is to serve the customer or to support some¬ one who does.

Employees To recognize employees capabilities, empower them to make decisions, im¬ part responsibility for results, and reward their achievements.

To challenge and encourage employees to reach their potential, and coach and support them in their professional development.

To treat employees as individuals, and to value and respect their diversity in experience and perspective.

To create and maintain a workplace environment free from harassment and discrimination.

To respect our employees' right to a healthy and safe working environment, where safe working conditions are promoted and achieved.

To establish a proactive dialogue and positive working relationship with our Union, and to work together with all employees to address the challenges which face the LCBO. &

Suppliers To ensure fairness in our relations with suppliers and trade associations, and to support an equitable system where suppliers can market and sell their products according to customer demand.

Government To operate our business in a profitable manner on behalf of the people of On¬ tario, and to support government policies and programs.

Communities To respond with sensitivity in all our business decisions to the concerns and changing societal values regarding the marketing, distribution, and consump¬ tion of beverage alcohol. K To continually consider and address the environmental implications of our business decisions.

To encourage employees to become involved in their communities by sup¬ porting charities and cultural programs, and voluntarily contributing their time and talent to community activities.

As a government agency, the LCBO's sole shareholder is the government. The LCBO is organized into operating groups called divisions. These divisions and their charges are the retail division, operating the LCBO's 815 liquor outlets; merchandising division, acquiring the products that will be stocked in the retail outlets; distribution division, transporting products between suppliers and retail outlets; finance and administrative division, providing financial planning and or¬ ganization control; human resources division, providing services to employees; information technology division, implementing leading-edge technology; and executive offices, reporting directly to the chief executive officer.

REQUIRED

(a) Name the LCBO's stakeholder groups.

(b) Based on the contents of the commitment statement, identify the LCBO's critical performance indicators for customers, employees, suppliers, and communities.

(c) For each of the organization's operating divisions, except the executive of¬ fices division, identify three critical performance indicators.