DERICHEBOURG - Universal registration document 2018-2019

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CSR report (serving as statement of extra-financial performance) Consolidate relationships of trust with our partners

It concludes with the alert procedure made available to employees and third parties that witness acts of corruption or attempted corruption. Alerts are collected confidentially under the whistle blower protection status with the assurance that the alert will be processed. The Secretary General is appointed as the Group’s Compliance Officer, approved to receive these alerts via an email address “ethique@derichebourg.com” specifically created for this purpose, or by letter. A clear, adapted training program has been rolled out for the employees in question, in particular members of the Executive Committee, business directors, and sales, development and purchasing managers. This training program will be regularly renewed over the coming years. The number of individuals receiving training was 568 out of 573 people with some exposure. This is a fulfillment rate of 99.1%.

that apply to employees. A document summarizing this code is in the process of being formalized for wide-scale dissemination. In order to communicate on its values, the Group has also drafted an ethics charter for its employees and stakeholders (customers, suppliers, intermediaries, etc.). It describes the Group’s principles, notably in terms of compliance with legislation and fair competition, it prohibits conflicts of interest and insider trading and reaffirms environmental protection, health and safety at work, the true and fair view of accounting and financial information and the fight against all types of discrimination and harassment. Like the anti-corruption code, this document is mandatory and any violation may be notified to the Compliance Officer. Disciplinary, civil or criminal sanctions may be applied to any offenders. Furthermore, commercial relations that do not comply with these values may be terminated. For this, contractual clauses have been included in the Group’s contracts, purchase orders and general terms and conditions. No alerts have been raised during this fiscal year. Ensure service excellence 1.7.2 Structure the operational excellence initiative 1.7.2.1 A customer service-based organization has been developed. This involves implementing ISO 9001 certified quality management systems that guarantee compliance with standards. implemented for the Derichebourg Propreté subsidiary. Its objective is to assess overall customer satisfaction and to identify their aspirations. Individual interviews were also carried out with the top 50 customers. Our aim is to roll out this qualitative method to all Derichebourg Multiservices subsidiaries. Set up information systems and customer 1.7.2.2 service organization Derichebourg Multiservices builds on the Derichebourg Group’s IT Department skills to implement information systems that meet the needs and specific features of Derichebourg Multiservices’ customers, whilst ensuring compliance with best practices in the fields of safety (physical, logistical, organizational, etc.), integrity, availability, reversibility, control and monitoring. Several information systems for customers have been developed, notably for the Urban Area Solutions, Facility Management, Cleaning and Energy businesses. Percentage of sites/branches 2019 2018 70.5% 69.7%

99.1% rate of completed anti-corruption training courses

In order to be accessible to all, the anti-corruption code is published on the Group’s intranet and Internet sites. A paper version is also displayed within the entities. It is included in the company internal regulations

Group

ISO 9001

Derichebourg Multiservices has introduced a corporate program on “Service Excellence”. This program aims to envisage the customer relationship not only in terms of service provisions but to define the contours and content of a new approach based on service delivery. This approach includes services attitudes, and “soft skills” that comply with the relational interaction requirements with prospects and customers. This corporate program provides a training program that has already been rolled out to more than 900 employees during the year. The final aim of the program is that each employee appropriates the codes of personalized service and thus develops the key skills to exercise his/her service and reception task. The service commitment levels implemented enable the level of service provided to be measured. An annual survey carried out by the QSE Department allows the customer satisfaction rate to be calculated. Our customers rate the service level at 7.8/10 (1) on the basis of more than 4,000 customers surveyed and with a response rate of 88%. As part of the service excellence initiative, the measurement of customer perception is changing. A new assessment system has been

The average satisfaction score from Multiservices customers (/10) replaces the rate of satisfied or highly satisfied customers monitored during the last fiscal year. (1)

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