to our customers >>> We provide the highest levels of service available in our markets, with a very wide range of products to meet customers’ needs: we continually search for new ways to delight our customers and ensure that the best way for them to buy small order industrial products is to use us. to our employees >>> we know that the quality of our people will always be our competitive advantage; we employ policies of regular communication and planned development; we demand performance, not hours, and recognise the real value of balancing work and leisure. to our shareholders >>> we have a well-understood and proven strategy which is on track to deliver excellent long-term growth and we remain focused and determined to achieve it: in the current downturn we are not jeopardising our future prospects by excessive cost-cutting.

	Our upgraded e-Commerce capability means that RS websites in Europe and Japan now have advanced usability and functionality, and greater adaptability. Besides offering customers a low-cost, low-risk entry into internet trading, we deliver real benefits such as significant savings on small order buying. We are constantly exploring and strengthening this important link to customers to enhance our best-in-sector service offer. And the sector has been quick to respond. Our customer base comprises a healthy balance of longstanding customers, new customers from existing client companies, and completely new customers – with numbers in all categories rising rapidly. There are many exciting possibilities in e-Commerce; we aim to maintain our leadership position by continuing to develop this channel with practical usage and value to customers in mind. “Based on the highly successful UK model, our new European Internet Trading Channel (EITC) gives us a common European platform of proven capability.” Sue Milne, e-Commerce manager

	Customers around the world are attracted by our product range, availability, speed, reliability and expertise. So what drives our success? Firstly, world-class logistics. Our Supply Chain process, introduced five years ago, enables us to forecast demand, co-ordinate stock levels and optimise operations across the Group, and make sure that customers have what they need where they need it, when they need it. Secondly, we have a proven business model. It works consistently across countries and technologies. Wherever we’ve gone, in Europe, Asia and North America, local business has responded enthusiastically. Nevertheless, there is huge untapped potential in these markets. We aim to fulfil that potential, and by doing so lead the high service segment in every one of our overseas markets. When it comes to shipping, you really can’t afford to miss the boat. Whether it’s a regular delivery of technical parts for a journey or a last-minute emergency, Electrocomponents delivers. In the UK we can provide 98% availability at any moment for each of our 130,000+ products, together with a range of delivery options to suit the customer. And when this ship reaches its destination, whether it’s Yokohama or Sydney, San Francisco or Singapore, we’ll be ready to supply it again. – Our stock availability increased over the last year, even though Group stock holding has been reduced by nearly 20%. That’s what we mean by world-class logistics!

	It may not be the most glamorous aspect of business, but stock management is critical to commercial success – too much stock, and the business pays heavily in terms of overheads. Too little, and customers are let down and sales and reputation are lost. – RS is the best way for customers to buy their smaller volume industrial products: our customers can rely on us to deliver just the items they need, just when they need them – saving time and money and giving peace of mind. This is the RS Value Proposition. Our services are designed to fit the needs of any business, large or small. They include: providing the most advanced technologies in e-Commerce and e-Purchasing – free of charge purchasing management services, tailored to individual businesses’ needs technical helplines and data that help customers get the most out of the products they buy a range of delivery options, from regular supply to overnight delivery to courier despatch. We have wide experience and expertise in stock management. Sharing that expertise builds success for our customers and ourselves. We run a Managed Stock Replenishment service for The North British Distillery Company Ltd., a subsidiary of Diageo. Having previously relied on internal labour to assess stock levels and manually record orders for long lists of small-quantity items, the company now has an easily managed system that has freed up labour and reduced costs.