AGS Group

Company Presentation

INDEX
INDEX Chairmans message An Introduction to AGS The AGS Groups Global Presence The AGS Groups Structure A Typical AGS Branch AGS Expertise The Excellence of AGS Staff A Modern, Innovative Company High Quality Packing On-line Tracking System Client Satisfaction: an AGS Priority AGS Quality Procedure Memberships and Affiliations AGS, a Responsible Company Why Choose AGS Four Winds? 2 3 4 5 8 9 10 12 13 14 15 16 17 18 19 21

Chairmans message
Alain Taieb Chairman and Chief Executive Officer The world of removal and relocation services is continually undergoing rapid changes. It is becoming increasingly global in its design and organisation and more and more local at every stage of its implementation. Throughout these changes, AGS has only one goal: the complete satisfaction of our customers and partners. To achieve this lasting objective, our company continues to analyse and understand the needs of our customers, develop our worldwide network and finally, remain committed and faithful to our longstanding values. Our support of the United Nations Global Compact symbolises this commitment and our 1 move = 1 tree planted project in partnership with the NGO, Plante Urgence, is just one of the actions we have taken to demonstrate this commitment. Both family owned and global, AGS is a people-sized company that is able to serve you on five continents. With AGS, you deserve the best.

An Introduction to AGS
AGS was founded in 1974. Over the last 37 years, the Group has established a network of 119 locations covering 73 countries throughout Asia, Africa, the Caribbean and Europe, and has brought innovation and originality to the international moving market. AGS offers door-to-door solutions from departure to arrival. The Groups professionalism and high standards are universally acknowledged by colleagues and clients alike. The Groups clients are corporate executives, diplomats and civil servants of all nationalities. The wholly-owned AGS branches are spread throughout the following areas:

9 branches and 9 offices in Asia 42 branches and 10 offices in Africa 1 branch in the Caribbean 46 branches and 2 offices in Europe

In addition, a global network of 300 partners ensures that we cover the globe fully.

The AGS Groups Global Presence

The Group focuses on two main criteria when determining where to establish new branches: To accompany clients wherever they may move to. arrival.

To offer precisely the same high quality of service throughout a move, from departure to

Asia: We made the strategic choice of investing in Asia in order to cater for some of our large corporate accounts, who expressed the wish to have one unique global provider for all their worldwide relocation services. The AGS Group first established itself in Asia in 2005 when it acquired four AGS Four Winds branches, a well known and experienced removals company on the continent. The following year, the group acquired Trinity Removals, a well-known brand in India with a wealth of experience in international removals, thus firmly establishing itself in Asia. Due to its rapid expansion, AGS is now represented in 18 key locations across Asia including Hong Kong, Singapore, Delhi, Mumbai, Bangkok, Jakarta, Taiwan, Beijing and Shanghai. China has been identified as a key growth area, and expansion will continue to Shenzhen, Tianjin, and Chongqing, whose openings will be followed by offices in the cities of Shenyang and Dalian. Outside of China, AGS will soon be based in Japan, Vietnam and Cambodia. This expansion illustrates our determination to become an important player in the international removals business in Asia.

Africa The first foreign subsidiary of AGS was founded in Ivory Coast in 1992. After a wave of expansion across the entire continent, we established a presence in South Africa by purchasing the Laser Transport Group in 2001. AGS Frasers currently covers the African continent with 42 branches and 10 offices strategically spread across 41 countries. The newest addition to the AGS Frasers network in Africa was opened in Libya in early 2010.

AGS in the Caribbean AGS Haiti, based in the capital city of Port-au-Prince, has recently opened and AGS will be developing a Caribbean network in the near future.

Europe: Since 1974, AGS has built a network of branches in Europe. Our latest addition to the network is located in Switzerland. There are 46 branches and 2 offices across Europe and we can provide our services throughout the continent. This includes 7 branches in the French Overseas Territories.

AGS Network of Worldwide Partners In countries where AGS is not physically present, the Group calls upon partners selected according to strict quality and reliability criteria. In this way, AGS can honour its commitment to delivering service of the highest standard, no matter where in the world its clients are moving.

The AGS Groups Structure

Every branch in the Group is wholly owned by Mobilitas, AGS holding company. This means that each branch or office can, at any moment, call upon the logistical, financial and human resources support of the entire Group.

MOBILITAS

Asia

Africa

Caribbean

Europe

18AGSFour Windsbranches andoffices

52AGSFrasers branchesand offices

1AGSbranch

48AGS branchesand offices

A Typical AGS Branch

All AGS branches are organised and structured similarly. Smaller branches consist of 12 to 20 staff supervised by a branch manager, and larger branches have 20 to 40 employees. Exceptions are the logistical hubs in Paris, London and Johannesburg. Most AGS managers are expatriates, and therefore sensitive to their customers' needs and concerns. Being supportive and helpful in assisting customers with their moves, and making things easier for them when they arrive at their new home, is an integral part of their job. The team is divided into four departments: o Sales Department

Two or three salespeople focus on generating new business and dealing with customers. Sales coordinators manage the follow-up and coordination of moves, and finalise the operation to the clients complete satisfaction. o Technical Department (Packers, truck drivers, carpenters etc.)

Each AGS branch has its own complete fleet of trucks, vans, pickups, cars and handling equipment, as well as its own secure warehouse to accommodate personal belongings for transit or long-term storage. All warehouses have CCTV cameras or guards, cutting edge alarm systems, effective ventilation, regular treatments (humidity, fumigation and pest control) and state-of-the-art, regularly inspected fire protection systems. o Administrative Department

Administrative staff are a vital component of a branch, and deal with ongoing queries to ensure that the operations of a branch are not hindered in any way. The activities include the daily processing of office expenditure and salaries, as well as handling office-related work, such as the installation of phone lines and internet connections, courier services, IT, office safety, and the general up-keep of an office. o Accounting Department

Every branch provides financial reports to the head office and deals with auditors. In order to do so, this department takes care of the accurate processing of all bank and cash accounts and is responsible for the costing and estimates on invoices. This department also reconciles client invoices and payments, ensuring proper management and the efficient processing of all statements.

AGS Expertise
AGS offers the expertise of a personalised service to every client in order to prepare for each move thoroughly and to stay by their side up to the day they move into their new home. Commercial expertise Each client is assigned a single point of contact. Whether you are a Human Resources manager, purchaser or the manager in charge of removals, an AGS Corporate Accounts Executive will be attentive and offer advice to optimise the management of your moves. Regular reporting will be available to determine whether your objectives are being met. If you are being transferred, a coordinator will be available to advise and guide you throughout the move process. Consultants are focused on ensuring that every move runs smoothly from departure to arrival, and customer satisfaction commitments are met. Technical expertiseOwing to its reputation and to the volume of its traffic, the AGS Group permanently employs a large number of packers. Having trained employees at the core of operations is our guarantee of meticulous packing that satisfies our customers expectations. They have a great deal of experience in attending to customers needs and their role extends beyond the careful handling of customers goods, since they are present throughout the packing and unpacking processes. Their courtesy and helpfulness are essential to the AGS move process. Logistical expertise Faultless logistics to synchronise the following steps ensure a successful move: Packing the customers' personal belongings in their home using special materials Loading the belongings in a lift-van or container Customs clearance and administrative formalities, including documentation Transporting the goods by air, sea or road Customs clearance upon arrival Unpacking Reassembly in the clients new home.

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The AGS Group selects the most suitable means of transport according to strict criteria: cost, reliability, and the minimisation of damage to the environment. These services are not only limited to the countries in which the AGS Group is present, but are provided all over the world, owing to the groups network of overseas agents who have been rigorously selected for their professionalism.

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The Excellence of AGS Staff

The success and unity of the AGS Group is due to the mobility and motivation of its employees. As a growing company, AGS invests heavily in staff training. Training Branch managers have had at least two years of training to learn all aspects of the job (sales, accounting, customs clearance, packing, logistics, tax system, etc.). Training takes place at head office and at various sites to help candidates become familiar with different environments and cultures and various logistical issues which relate to particular regions. Advice The Groups sales consultants are well-trained to give advice to help clients prepare for a move. This involves preparing the removal operation itself, including volume and access difficulties for fragile, heavy or large items that will require special techniques or equipment, as well as taking the clients needs and preferences into account when consulting and providing instructions to the various departments involved with the move. AGS consultants are sensitive to the unique nature of every removal operation and to the strong attachment that all people have to their personal belongings. They are able to offer clients professional advice and reassurance of how personal belongings will be protected, and the best way of organising the moving day itself. Technical skills Technical staff undergo constant training and management to ensure quality continues to improve. AGS staff have: Regular updates between managers and technical staff incorporating quality control indicators Incentives and motivational policies to promote quality Training for the implementation of new techniques and tools Training sessions at other offices as new employees.

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A Modern, Innovative Company

The Security Container First developed in Europe, the Asian liftvan has been introduced in some parts of the continent in view of growing intra-Asian traffic, and in line with AGSs policy of continually improving the quality of its service. Over the last five years, AGS has perfected the design of one of its most vital tools, the container. The Groups new design combines flexibility with greater security for the goods transported. In this way, AGS has eliminated previously unavoidable transit interruptions and minimised the handling of goods in the course of a move, radically reducing the risk of damage. These small (10m) containers are perfectly suited to moves within city limits. The compact size makes it possible for these containers to be loaded onto 7.5 ton trucks, which move around town far more easily than 19-tonners. There are many advantages to using the security container: The clients goods are loaded at his/her home where the container is sealed This compact size is particularly adapted to an urban environment Should the client require extra time before delivery, the CE facilitates storage at no extra cost to the client and eliminates unnecessary handling of the clients effects. If any delay occurred (e.g. customs hold-up on shipment, warehousing, works in progress at destination) the CE makes the necessary storage easier since it avoids any further handling of our clients effects. The container is treated as a single customs unit which simplifies international administration; if it needs to be opened, it is done so in the presence of the client.

This innovation offers unparalleled flexibility in removal operations, while guaranteeing the safety of the transported goods. Handling is reduced and storage costs are lowered. For volumes over 20m, we have implemented fully padded mobile containers that allow for personalised packing. These containers are also suitable for multi-modal transportation (by road or train).

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High Quality Packing

In order to maintain and maximise the quality of its packing, AGS has standardised the practice of using special packing materials adapted to the requirements of every type of object (crockery, furniture, clothing, knick-knacks, paintings, etc.). Packing material is procured centrally and the same packing material is used throughout the network to achieve a consistent high quality standard. The manufacture and purchase of packing material for the European and African networks is centralised in France and South Africa and exported to all countries in which the Group operates. As the packing material is re-exported during the course of a move, AGS has negotiated the temporary duty-free importation of this material with the customs authorities in each country so that import duties are not passed on to clients in the form of higher prices. Due to the high volume of purchasing, AGS suppliers are able to customise materials to meet our needs. The suppliers have made improvements in terms of the strength and size of the materials and have produced innovations, like the halogen lamp carton which has allowed AGS to eliminate damage to lamp bases. Due to the importance of tightly packing cartons into a truck or container, AGS also makes use of bicycle cartons. AGS is one of few moving companies that use special cartons for CDs and DVDs to avoid damage to the casing by ensuring that these are properly packed. The Group uses protective structures for pictures. Each branch is equipped with a carpentry workshop and can construct wooden crates for fragile furniture or objects, like plaster-framed mirrors or marble table tops. AGS can also pack works of art, pianos and statues safely by constructing special crates in its carpentry workshops. AGS makes use of screw cartons in order to easily identify the elements needed to reassemble furniture. Operating from the same principle, AGS has created a first necessity carton in which clients are advised to pack the things that they will need as soon as the truck or container arrives. This carton is often used to store babys necessities, medicine kits, coffee machines and so on - all the items that you will want first before all the other cartons are unpacked.

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On-line Tracking System

During every step of a move, AGS keeps clients informed of the progress from the first telephone contact to delivery. The AGS Groups state-of-the-art customised information system makes it possible to track a move online 24 hours a day, 7 days a week. The in-house system has been developed and designed by operational managers in the Group, working with the IT department and IT suppliers. All AGS branches are connected to each other, so that information gathered by one branch may be used by all the other branches. If a move is booked from Paris to Singapore, the Singapore branch will have access to all the information the very next day. All information regarding the move is captured at departure and transmitted to the destination branch. Information is also fed back to the branch at origin, up until the completion of the move. This system allows the AGS Group to manage many kinds of statistics, and to personalise reports according to the needs and preferences of AGS corporate clients, who have to manage a large number of staff transfers. This database also feeds into a Web interface and provides a functional tracking system for clients and the removals managers of large corporate clients. The removals departments of the large corporate clients can keep track of all current moving operations, once they identify themselves by means of a personalised user name and password. By the same token, each one of AGS clients can follow the progress of his or her move online by going to www.agsfourwinds.com and clicking on the My Portal link. All the necessary information becomes available when the client enters a unique client number and password. The client will be kept informed of any delay in the move (container blocked in port, missing documents, dockers strike in the port of arrival, etc.) by email.

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Client Satisfaction: an AGS Priority

Many companies would be delighted to announce a client satisfaction rate of 97%, but AGS wants more. The group aims for the complete satisfaction of its customers. Enhancing its services is an ongoing investment AGS is constantly improving its quality levels, and going the extra mile for its clients. This is why AGS has created an online hotline, featuring Mr GoodMove, dedicated to assisting its clients. Mr GoodMove is available to all AGS clients and partners via email at mrgoodmove@agsmovers.com, to answer any questions and provide information regarding a move, ensuring complete client satisfaction. Mr GoodMove guarantees a fast and professional reply to all your queries. AGS believes that the effective management of client feedback is critical in offering uniquely adapted solutions. As an innovative company, AGS looks to the future. This is why AGS has recently invested in its quality program to optimise the collection and the use of customers feedback, and to further improve customer satisfaction. The Satisfaction Questionnaire is available online through the AGS Client Portal. Clients can go to www.agsfourwinds.com and login to My Portal on the right hand side of the homepage. Once logged in, the client will be able to complete an online questionnaire for their move.

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AGS Quality Procedure

The components of the moving operation take place under strict quality controls that incorporate the industrys most stringent criteria. AGS has been committed to a total quality strategy for the entire Group since 1996. The Groups primary goal is customer satisfaction. Over 100 branches and offices are ISO 9001:2008 certified for international moving and/or storage. The Groups ISO certification has been regularly renewed since 1999 and confirms to our clients that international quality standards are respected throughout the Group. Its practical implications are improved management and follow-up for every client. Every AGS office works to the same procedures and the same criteria, formally indicated in the Groups Quality Manual. Therefore, all are involved in the groups continued improvement by following the quality indicators and by setting up regular management review meetings, at which corrective and preventative measures are decided upon. Through quality indicators, AGS can set up corrective actions as soon as a problem occurs. This assures a consistent quality service for the customer, irrespective of the AGS branch providing the service. To keep track of the proper functioning of AGS quality control systems and the application thereof, all offices are regularly subject to internal and external audits. Internal audits are regularly performed by executives from the Groups operational, financial and quality management departments. The groups quality procedure (quality control system, quality policy and goals) is defined by general management and then relayed by branch managers who are all individually responsible for implementing the quality procedure at their branches. The quality indicators and audit results are the basic data used by general management to implement corrective actions, training sessions or information sessions. The AGS Group was one of the first companies in the removals industry to implement a recognised and certified quality control procedure. Together with its partners, the group is committed to the constant improvement of the services offered to its clients.

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Memberships and Affiliations

The AGS Groups commitment to high-quality service is also manifest in memberships (held by most of the Groups subsidiaries) with the most important international associations in the industry, for example: International Association of Movers IAM is the largest international moving association. Based in the United States, IAM has members from all over the world. Latin America and Caribbean Moving Association This South American association of international movers brings together a large number of professionals from all countries. International Federation of International Movers FIDI is the most prestigious association of international moving specialists. Each member is selected according to strict criteria, thus guaranteeing the quality of services rendered and the financial stability of members. Membership is through FIDIs own Quality Assurance system, FAIM which is considered to be the quality hallmark in the moving profession. Twenty nine (29) branches and offices of the AGS Group have been awarded FAIM accreditation, and are consequently members of FIDI. These are listed below, in accordance with the strict rules pertaining to the use and advertising of this exceptional standard.
AGS Belgrade AGS Bratislava AGS Bucharest AGS Budapest AGS Coussaert AGS Four Winds Delhi AGS Four Winds Hong Kong AGS Four Winds Philippines AGS Four Winds Singapore AGS Four Winds UK AGS Frasers Botswana AGS Frasers Egypt AGS Frasers Ghana AGS Frasers Ivory Coast AGS Frasers Johannesburg AGS Frasers Kenya AGS Frasers Madagascar AGS Frasers Malawi AGS Frasers Morocco AGS Frasers Mozambique AGS Frasers Senegal AGS Frasers Tunisia (Carthago M&S) AGS Frasers Uganda AGS Frasers Zambia AGS Madrid AGS Paris AGS Pelichet AGS Prague AGS Warsaw

The AGS Group has recently received FIDIs Gold Supporter FIDI Academy 2010 award for the investment it makes in driving and promoting industry knowledge amongst its employees. We have more FIDI Academy graduates than any other international removals company.

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AGS, a Responsible Company

Since it was created in 1974, the AGS Group has always been faithful to its fundamental values: Quality, Performance, Respect, Solidarity and Innovation. Global Compact The AGS Group participates in the UNs Global Compact and by doing so must demonstrate a commitment to promoting: Human rights Fair labour standards Environmental Conservation Supporting the fight against corruption in our business practice.

Members of the Global Compact must produce regular reports and updates of progress. The Environment As a removals company, we are working in an industry that by its very nature can negatively affect our planet. The packing materials used and transportation required calls for us to take action to lessen our impact on the environment. As a responsible company, AGS has put in place a number of green policies to ensure we go above and beyond industry environmental standards. Whenever possible, AGS uses sea and waterway transport rather than air and road transport. Every year, AGS reduces its CO emissions favouring ecological ways of transport when possible. AGS implements a preventative and regular maintenance programme for all vehicles (trucks, cars, forklifts) to reduce the effect of greenhouse gases on the environment. Moreover, oils from waste and batteries are returned. Maritime and inter-modal freight transportation is used as often as possible. All our branches recycle their packing materials wherever local infrastructure allows it. We also use special packing techniques to optimise the use of space. This reduces volume and the impact of transport on the environment. Plastics, paper and cardboard are sorted for recycling in all our branches. Moreover, ink cartridges are recycled and we print on recycled paper. In order to maintain our FAIM accreditations, and in accordance with our Quality Control procedures, all AGS branches are subject to regular on-site evaluations. The aim is to assess how well we follow procedures, to guarantee that environmental criteria are respected and that we conform to FIDIs strict standards.

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1 move = 1 tree planted AGS is working in partnership with the NGO Plante Urgence within the scope of the Environment and Development program in order to reduce greenhouse gas emissions, to protect biodiversity and to promote local socio-economic development, via a tree planting project in Indonesia:

Restoration of the mangrove swamp in Indonesia: 2 283 900 trees planted in the North Sumatra region. Reconstruction of the mangrove corridor to fight against global warming and to protect biodiversity.

AGS is committed to planting a tree for every international move operation.

A Tree Certificate will be emailed to every expatriate.

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Why Choose AGS Four Winds?

AGS is the specialist when it comes to international removals. Once you have experienced moving yourself, you know the importance of protecting your personal belongings, some of which are irreplaceable. AGS understands how its clients feel when the doors of a truck or a container close on their belongings for delivery to the other side of the world. As there are a vast number of popular destinations where the Group has its own subsidiaries, AGS invites you to take advantage of its expertise at both ends for your move. AGS can guarantee you a quality removals service, specifically adapted to your needs. AGS has the equipment, skills and experience required in order to provide you with reliable solutions, adapted to any situation. The Group is ISO 9001: 2008 certified and belongs to prestigious professional associations. AGS is one of few companies to offer services of consistent quality standards, regardless of your destination. Owing to instinctive and thorough communication at all levels of the company, AGS has successfully established a presence in challenging countries. Communication has also enabled AGS to establish strong partnerships with large companies and international organisations, in order to effectively manage all their moving requirements. AGS is characterised by its adaptability, innovation, reliability and responsiveness. With everything it does, AGS aims first and foremost to satisfy its customers and it takes great pride in making your move a positive experience.

AGS, you deserve the best.

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