Carrefour - 2017 Registration Document

CORPORATE SOCIAL RESPONSIBILITY Supporting our partners 2017 REGISTRATION DOCUMENT | CARREFOUR 2. 60 Supporting our partners 2.4 Quality assurance 2.4.1 Quality is a key concern for consumers. Working constantly with stakeholders, the Group guarantees the quality and safety of Carrefour-brand products through a policy built around five pillars: suppliers, specifications, inspection procedures, staff and data. These Carrefour-brand products are manufactured according to Group specifications. Inspection procedures include the use of analyses, audits of manufacturing sites and panels. Quality data are recorded and processed by Carrefour technical experts. Carrefour’s approach to consumer safety is stricter than current regulatory requirements. The Group factors the information provided by stakeholders and the latest industry developments into constantly improving the safety and quality of its products throughout their life cycle and during store operations. CARREFOUR’S QUALITY POLICY 5 pillars Stakeholders’ expectations in terms of product quality Carrefour policy to meet stakeholders’ demands and product quality requirements. Suppliers Producers and manufacturers: Receive assistance to meet production criteria in terms ● of quality, social practices, hygiene and safety to continue to be listed as a supplier. Comprehensive assessment before any supplier is listed to ensure that it complies with health and safety quality standards (IFS, BRC) and with Carrefour’s own requirements, including a specific company audit for high-risk countries. Regular follow-up audits after a supplier is listed. Specifications Producers and manufacturers: Receive support from Carrefour. ● Experts, charities, scientists, NGOs, consumer associations and official services: Inform and consult Carrefour about the latest ● scientific and regulatory advances in the food industry; Work alongside Carrefour and express the expectations ● of civil society. Validation of detailed specifications covering all aspects of quality (source of raw materials, recipes, etc.). Permanent monitoring of substances through risk mapping by category and criticality level based on scientific evidence. Gathering of information regarding stakeholders’ concerns and expectations (informal contacts with independent scientific experts by topic, monitoring of the food industry, interviews with Government departments in high-risk countries, monitoring of laboratory publications, contacts with health authorities). Inspection procedures Consumers: Enjoy products that are audited and that comply with ● traceability, safety and quality standards. Samples and analyses of Carrefour-brand products in stores and warehouses. Checks to verify the freshness, origin, and category of products in stores and warehouses. Withdrawal of non-compliant products. Consumers: Are listened to by Carrefour. ● Feedback and discussion: customer service, round tables, etc. Awareness campaigns and provision of quality and nutritional information on Carrefour product packaging, in responsible consumer and recycling guides and online. Suppliers: Receive support from Carrefour. ● Analysis of Carrefour-brand products and testing of production site compliance. Staff Carrefour teams: Develop high-quality expertise; ● Apply Carrefour’s quality procedures throughout the ● year. Quality approach overseen and managed by Carrefour experts. In-house inspections to check that the quality policy is implemented and understood in each country. Training on Carrefour quality procedures. Data Consumers and authorities: Can trace data. ● Recording, processing and monitoring of data. To meet this demand for quality, all sites manufacturing Carrefour-brand products are either certified under international standards (such as the International Food Standard), (80% in 2017) or audited by Carrefour (20% in 2017). Given the number of Carrefour sites (over 2,500 in 2017), almost 50,000 analyses and over 3,700 external panels were organised in 2017.