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Social responsibility
Action programs
Develop employees’ skills
2.3.1.2
Action plan
Commitment
Targets
Key indicator
2015
2014
(1)
progress
Act as a
Develop employees’ skills
Average number
13.6
14.9
responsible employer
of hours of training
per Group employee
(1) Excluding Erteco France.
Legend:
Action plan in progress
Carrefour believes that there are no satisfied customers without
T
he “Customer centricity” programme developed by the Group and
●
engaged, motivated employees. An employee’s motivation depends
deployed in Belgium, in Italy and in Poland:
store employees define
particularly on their development their career path or training – and on
attitudes by business line (social skills) through workshops
the balance between what they contribute and what they receive in
organised by department (consumer goods, checkouts, customer
return.
service desk, etc.). In Belgium, 75
employees took part in the
programme in 2015;
Encouraging the spread of best practices
T
he launch of “100% customer-focused” training in French
●
hypermarkets:
Carrefour has declared its ambition to become the
The Eight Human Resources Fundamentals give store Directors and
benchmark for customer relations in mass retailing. To achieve this,
their managers the tools to improve in their day-to-day management
the hypermarkets are introducing a “100% customer-focused”
functions: recruitment, integration, objective-setting, remuneration
orientation and are providing training in these concepts for all their
and employee benefits, employee recognition, communications,
employees. Market supermarkets are also continuing to raise
training and career management.
awareness among their employees of “the Market Mindset”
Comparing practices and results – within stores, between stores,
(launched at the end of 2013);
between regions and with competitors – stimulates new ideas and
T
he Customer buying experience, path & concepts in Taiwan:
by
●
helps employees to use their initiative, whatever their position in the
introducing an action plan specifically targeting children and seniors
Group. An analysis of the results of surveys undertaken at the end of
and developing new services, Taiwan recorded an 8% drop in
2014 among managers and ambassadors has helped to identify areas
customer complaints between 2014 and 2015.
where genuine improvements have been made by management and
Increasing professionalism in the fresh produce
other points that still require effort. In order to supplement this
overview, interviews were carried out with 20 employees per country.
segment
HR Fundamentals “ambassadors” from various countries (HR and
Being recognised as professional in the fresh produce segment is a
operational) met together in France in early 2015 for two days of
priority for the Group. With this in mind, a number of countries
sharing and discussion on the topic of best practices in their stores,
undertook specific initiatives in 2015:
regions and countries. This also provided an opportunity for the
emergence of new ideas to meet operational and business
in 2014, Carrefour France launched vocational qualification
●
requirements (for instance the development of an international
certificates (
certificats de qualification professionnelle
– CQP) in
graduate programme and the implementation of a collaborative
butchery, providing employees receiving these certificates with
website).
genuine professional recognition. 67
CQPs in butchery were
awarded following a training programme of over 250 hours
Training employees to meet customer
(hypermarket and supermarket). 361
fresh produce (butchery and
bakery) apprentices were recruited in 2015 and were trained in
expectations
Apprentice training centres (
centre de formation des apprentis
–
Appropriate training is offered for each of the 120 business lines
CFA) in the hypermarkets;
represented at Carrefour in order to ensure excellence in the basics.
Carrefour Poland opened a training centre for food-related business
●
Each country and entity implements a training plan to meet its
lines; this enabled employees to receive certification in butchery and
particular needs, especially training in business lines. Every country
baking and helped butchery and bakery department Heads to
provides training to foster a customer-oriented culture. The approach
enhance their business line skills. Thirteen bakers/pastry chefs and
involves developing a detailed understanding of what customers
six butchers completed the vocational training course and received a
expect in stores. Some countries developed exemplary action plans in
certificate/diploma confirming their vocational qualifications;
2015:
Carrefour Brazil’s training programme on the technical standards
●
and concepts relating to perishable foodstuffs was upgraded in
2015;
2015 REGISTRATION DOCUMENT
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