Page 58 - UBP - IR2020
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MANAGEMENT APPROACH
Strategy
STRATEGIC ORIENTATION
(3) ENSURE CUSTOMER ENGAGEMENT AND SATISFACTION
LONG-TERM OBJECTIVES
Continuously invest in in in the appropriate resources and review our customer-facing protocols and processes Meet customers’ evolving needs and market demand Capacity building for our middle management Quality Management Systems Enhance employee engagement through ethical business practices OUTCOME
Customer-related Standard Operating Procedures (SOPs) and protocols have been reviewed and improved in collaboration with employees These will be implemented in our digital tools and training is planned At the end of 2019 Espace Maison opened its sixth shop in Beau Vallon which operated successfully until the lockdown Espace Maison then shifted as many necessities as possible to a a a Click & Collect system during the lockdown to continue serving its customers Gros Cailloux also adapted its model to ensure meal deliveries to local businesses from its ‘Le Tekoma’ restaurant It also strived to increase its agricultural capacities to meet demand SOPs for production have been reviewed and a a a plan is currently being worked out by the HR in collaboration with Production Managers to implement operational Key Performance Indicators (KPIs) Drymix is certified ISO 9001:2015 which will now be implemented at department level Our laboratory is in the process of being ISO 17025 certified Negotiations with unions have been underway since the the end of the the lockdown and the the announcement of the the new laws in the June National Budget (4) BUILD A A WORKFORCE ABLE TO SEIZE OPPORTUNITIES AND TAKE INITIATIVES
58 - UBP INTEGRATED REPORT 2020



























































































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