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  • SUSTAINABILITY REPORT 2014 - Environmental aspects of production
    the Detox campaign in 2011 to draw attention to the use of hazardous chemicals in textile production The aim of the pledge is to keep such chemicals out of the entire textile production process by 2020 This includes pre production processes such as the dyeing or printing of clothing Although we have been working for years to exclude undesirable chemicals from our textile production the imple men tation of the very ambitious targets and timetable of the Green peace Detox commit ments pose a signif icant challenge Our suppliers and their suppliers must first build the necessary know how The entire textile industry is facing this challenge Approx i mately 8 000 chemicals are used in textile production today Green peace has given priority to eleven groups of hazardous substances for substi tution with safer substances Due to the many steps in the manufac turing of textiles from the extraction of raw materials through spinning weaving bleaching dyeing printing and finishing the substances used in production can often not be identified especially since they are not neces sarily found in the final product A pillar of the Detox commitment is therefore trans parency of the complex supply chain On the basis of the increasing concen tration of our supplier network and the close collab o ration with WE factories we are working towards achieving transparancy over subsup pliers Concrete steps are the expansion of the monitoring and inspection system for hazardous chemicals throughout the supply chain providing support to our local business partners in the substi tution of undesirable substances and devel oping proce dures to screen suppliers In some areas which are relevant for the imple men tation of the require ments we have already achieved success We use the eco friendly textile finishing ecorepel as a water and dirt repellent instead polyflu o ri nated chemicals PFCs In addition to the substances from the eleven priority groups we want to identify other poten tially hazardous chemicals and to exclude these from our textile manufac turing as well In addition we are working to create a closed life cycle for recycling materials from our textiles for the production of new textiles Binding require ments for our suppliers Mandatory environ mental require ments apply to the production of our entire consumer goods assortment not only textiles These are defined in the Tchibo Social and Environ mental Code of Conduct SCoC Examples include the proper disposal of waste and compliance with national environ mental laws We require that our suppliers release no harmful chemicals into air and water and we make sure that they have the necessary filters or water treatment plants Since 2014 we vet all potential new suppliers for compliance with environ mental standards before order placement In a pilot project in China we examined how to integrate these criteria into the risk management of our supply chains The pilot phase showed that 70 of manufac turers already met our current minimum require ments However we expect this level

    Original URL path: http://www.tchibo-nachhaltigkeit.de/csrweb/servlet/content/1111218/-/en/home/consumer-goods-value-chain/sustainable-supply-chains/environmental-aspects-of-production.html (2016-04-24)
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  • SUSTAINABILITY REPORT 2014 - Educational projects in the source countries
    founded to improve the lives of cotton farmers and their families in Sub Saharan Africa In trainings cotton farmers learn how to improve the quality and yield of their cotton and are trained on about environ men tally friendly culti vation methods The higher yields also lead to an increase in income for the farmer Already around 650 000 small farmers have been trained In the long term these measures will help to make the small scale agriculture environ men tally friendly and socially respon sible We support the initiative as a buyer of cotton for our products As part of our social commitment we focus on educa tional support measures for children in the CmiA growing regions of Benin and Zambia through two projects Education is an important key to sustainable devel opment and thus for better living condi tions of cotton farmers School project in Benin The West African Republic of Benin is one of the world s poorest countries Approx i mately every third child drops out of primary school because the parents cannot afford to pay the tuition In many places there are no schools In October 2010 together with the Aid by Trade Foundation the German devel opment organ i sation GIZ the German Investment and Devel opment Cooper ation DEG the cotton company I C A and a local foundation of CmiA we launched the Co Education Cotton for sustainable education school project The aim of the project was to enable more children to attend school and improve the quality of education By the end of 2014 we had partic i pated in the construction and equipping of schools in six commu nities of Benin More than 750 children are now attending five newly built schools that are equipped with solar energy wells and

    Original URL path: http://www.tchibo-nachhaltigkeit.de/csrweb/servlet/content/1111214/-/en/home/consumer-goods-value-chain/educational-projects-in-the-source-countries.html (2016-04-24)
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  • SUSTAINABILITY REPORT 2014 - Strategy & management
    in future we listen to our customers carefully take their requests and sugges tions seriously and learn from criticism Today s social networks enable our customers to give us much faster and more direct feedback about our products and to evaluate our conduct giving us valuable pointers about where we are already doing well and where we can still improve At the same time the Internet opens up innovative ways for us to involve customers in the devel opment of our products and services This is why we launched the inter active Tchibo ideas platform in 2008 so that customers can give us product ideas and actively help shape our offer Our Tchibo Experts survey tool provides us with important infor mation about changing customer needs The ongoing process of digiti sation has not only affected commu ni ca tions with our customers but also changed their consumption habits As a result we system at i cally align our online offer to their wishes In 2014 we set up the permanent Tchibo Lieblingsstücke Tchibo Favourite Items range as well as new payment and delivery options in our online shop We strive to promote sustainable consumption Dialogue with our customers is of key impor tance here Only if we succeed in expanding our range of innovative and high quality products that have been produced taking into account environ mental and social condi tions will they increas ingly opt for the consumption of sustainable products So sustain ability needs to be visible as an elemental part of product quality To achieve this we further developed the labelling of sustainable products in 2014 through credible trans parent commu ni ca tions Our strategic approach Find it only at Tchibo in accor dance with our motto we don t just want to satisfy our customers we want to inspire them anew each day That is why we set the highest quality standards for all of our products offer them at fair prices and strive to promote sustainable consumption To achieve this we have set three prior ities Customer focus in our actions we always take our cue from the needs and wishes of our customers Quality and safety we ensure these by setting high standards that exceed existing minimum require ments Promote sustainable consumption we are contin u ously expanding our range of sustainable products and build our customers awareness concerning their benefits Customer focus We are convinced that across the board customer focus is essential to our customers trust in the Tchibo brand That is why we have codified this aspiration in our identity the Tchibo DNA which describes our brand s success factors Our customer management centres on providing excellent service profes sionally managed customer relation ships and effective complaints management because even with all due care we cannot completely rule out defects or short comings So we contin ually strive to improve all customer related processes In 2013 for instance we carried out a compre hensive inventory of our direct commu

    Original URL path: http://www.tchibo-nachhaltigkeit.de/csrweb/servlet/content/1106062/-/en/home/customers-products/strategy-management.html (2016-04-24)
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  • SUSTAINABILITY REPORT 2014 - Customer Focus
    inspire them anew each day To do this we offer them customer oriented service management contin u ously develop our offers and services and commu nicate openly and honestly Our customers concerns questions and wishes are our top priority Find it only at Tchibo is the principle they should see confirmed anew each day To do this every thing at Tchibo is inter linked we see customer focus as an integrative process from product management purchasing and logistics to expert advice compre hensive customer support and compre hensive warranty and repair services Tchibo customers should always be able to count on getting the best quality at a fair price along with excellent service The Tchibo service and quality promise Our Tchibo service and quality promise has guaranteed our customers high quality and top of the line service for many years It consists of six criteria that determine the actions of all employees Uniqueness all Tchibo products are designed especially for our customers according to strict quality standards we determine ourselves Safety every Tchibo product is tested and examined for safety and or harmful substances by at least one independent testing institute Respon si bility we demand and promote environ men tally and socially respon sible production condi tions in the manufacture of Tchibo products all over the world A sustainable approach across the entire supply and value chain is an important element in securing Tchibo s future Durability we provide a three year guarantee on all technical products and every single zipper If a guaranteed product has a defect it will be repaired or replaced within 14 days If this is not possible the customer is refunded the purchase price Fast service our customers concerns and wishes are our priority Tchibo Customer Service is available 24 7 by telephone email

    Original URL path: http://www.tchibo-nachhaltigkeit.de/csrweb/servlet/content/1106064/-/en/home/customers-products/customer-focus.html (2016-04-24)
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  • SUSTAINABILITY REPORT 2014 - Customer Service
    criteria such as safety speed and respon si bility Customers can contact our Customer Service and Technical Service Centre by phone email or letter 24 7 Unusual customer concerns are handled on specialist expert hotlines manned by specially trained profes sionals Fast responses expert advice and fair solutions Three external technical service centres super vised by Tchibo handle all product complaints To safeguard compliance with our high service standards all processes in the technical service centres are regularly reviewed by internal and external audits and improved if necessary Our aspiration in dealing with customer complaints is to provide fast processing and fair solutions We have developed a detailed guideline that sets out rules for a friendly treatment and competent consul tation of customers as well as for resolving situa tions on a goodwill basis All infor mation is forwarded to a constantly updated database which we evaluate monthly The management regularly checks on our complaints management s measures and results so that these can be taken into account when devel oping new concepts One important factor in customer satis faction is friendly inter action with our staff All customer requests are welcomed and handled with a consistent under standing of service regardless of which team member handles their inquiry or on what channel they contact us In 2013 we did a compre hensive inventory of our direct customer commu ni ca tions and then initiated various measures to improve them further Among other things we revised the commu ni cation guide lines for our Customer Service and carried out specific training of service centre agents and the employees of our service providers More conve nient online shopping thanks to new service concepts We are constantly devel oping our services for customers and respond to changes in their purchasing behaviour early

    Original URL path: http://www.tchibo-nachhaltigkeit.de/csrweb/servlet/content/1106066/-/en/home/customers-products/customer-focus/customer-service.html (2016-04-24)
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  • SUSTAINABILITY REPORT 2014 - Customer Dialogue
    tions follow uniform principles for which we have formu lated clear require ments in our Tchibo DNA and Brand Manual They ensure that our commu ni ca tions are easily recog nised and always meet our high require ments It goes without saying that we adhere to the principles of compe tition law in our adver tising and marketing commu ni ca tions and avoid misleading infor mation We base our product related environ mental commu ni ca tions on the nine principles of the ISO 14020 standard which provides the framework for the commu ni cation labelling and decla ration of environ mental aspects Sustain ability Commu ni ca tions Coffee price increases open commu ni cation about a sensitive topic We feel it is important to inform our customers honestly about sensitive consumer topics such as increases in the price of our coffees Green coffee is traded in dollars In early 2015 the strong dollar led to increases in our retail prices for coffee We explained the reason for the price increase to our customers in our Tchibo shops and Depots as well as online As promised we had reduced our coffee prices again in early 2012 and at the end of 2013 thanks to lower green coffee prices this too we commu ni cated to our customers Social networks direct inter action and valuable feedback Our customers can also find us on the social networks Facebook Twitter Instagram and YouTube This gives us an oppor tunity to enter into direct dialogue and obtain positive as well as critical feedback about our services and activ ities This feedback is very valuable to us and serves as inspi ration for new product offers or weekly ranges or as a sensor to reveal potential for improvement Our own Tchibo corporate blog plays a very important role in this respect Besides exciting and up to the minute topics we also use it to address critical aspects that are being talked about on social networks Tchibo employees from many different depart ments and areas of expertise are regularly cited in the blog often in dialogue with NGO repre sen ta tives and other stake holders One blog post in early 2015 discussed the extent to which the colour schemes and adver tising of children s products promote gender stereo types This was triggered by numerous critical comments about Tchibo offering blue astronaut bedding and pink princess underwear for children In an interview the respon sible Tchibo product managers took a stand and explained our position on this issue in detail The discussion continued with many contro versial posts in the comments section of the blog post Meanwhile in February 2015 we received a lot of positive feedback regarding our announcement that we would no longer buy Angora products In a blog interview an expert from PETA and a Tchibo repre sen tative explained the rationale behind our decision We have won several awards for our social media activ ities the Tchibo blog

    Original URL path: http://www.tchibo-nachhaltigkeit.de/csrweb/servlet/content/1106068/-/en/home/customers-products/customer-focus/customer-dialogue.html (2016-04-24)
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  • SUSTAINABILITY REPORT 2014 - Quality & Safety
    we also use Robusta coffee to achieve the typical Espresso flavour In addition to our high quality standards we also promote environ men tally and socially respon sible culti vation methods in the countries of origin To that end we are system at i cally increasing the share of our processed green coffee that has been validated and certified by inter na tionally recog nised standards organ i sa tions In our sourcing we rely on good long standing supplier relation ships with exporters and traders as well as direct relation ships with coffee farmers Our coffee experts regularly visit the producing countries to check on the culti vation methods and quality of the green coffee Transport because green coffee beans age rapidly and absorb external odours and flavours we ensure rapid careful transport immedi ately after harvest Roasting the beans first undergo quality control Small amounts are roasted and brewed so that coffee tasters can identify the fullness acidity and aroma of the coffee and defini tively determine the recipe of the final product At the roasting plant green coffee is turned into roasted coffee a crucial process that brings out the various flavours of the coffee beans Our roasters are Inter na tional Food Standards IFS 5 compliant which ensures strict hygiene standards and a complete documen tation of the entire roasting process Packaging the aroma of coffee is extremely sensitive to oxygen humidity light and heat High quality packaging is required to protect it Tchibo coffee is vacuum packed in plastic film We guarantee the harmlessness of the materials used in this process and guarantee that the packaging does not affect the flavour Unfor tu nately aluminium is still required for the lamination and vapor i sation of the plastic films but we are looking into more eco friendly solutions Our require ments regarding the quality of Tchibo coffee are summarised in the binding Tchibo Coffee Quality Standards Our central Coffee Quality Management team verifies compliance with these regularly checks the quality of our coffee and takes appro priate action if there are devia tions Consumer goods quality from product devel opment to point of sale Quality is built in at Tchibo from the very first idea A team of product managers designers buyers quality devel opers and testers all of them experts in their respective fields e g electrical items or clothing is respon sible for the product idea and its planning and imple men tation Together they work towards ensuring the customer s satis faction with a product s quality design and price Tchibo s quality management process covers the four steps of product devel opment quality devel opment quality assurance and ensuring compliance with customer infor mation require ments Product devel opment first our quality management experts determine the materials and design require ments for a product Important criteria include longevity practi cality and maximum product safety Only suppliers that agree to comply with the Tchibo SCoC are commis sioned to manufacture products Link

    Original URL path: http://www.tchibo-nachhaltigkeit.de/csrweb/servlet/content/1106070/-/en/home/customers-products/quality-safety.html (2016-04-24)
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  • SUSTAINABILITY REPORT 2014 - Promoting sustainable consumption
    product quality at all times In our under standing product quality isn t limited to product traits such as safety and longevity but also includes the social and environ mental condi tions of production That is why we are constantly working to offer our customers more and more sustainable products Progress on expanding our sustainable ranges In the medium term we want to exclu sively offer coffees that come from sustainable sources In 2014 we were able to increase the share of green coffee that is certified or validated to around 35 In consumer goods we have gradually increased the proportion of sustainable raw materials used in our products In 2014 we were the world s third largest supplier of organic cotton At the same time we are working with our producers on compliance with social and environ mental standards in the manufacture of our products as well as on improving these standards By expanding our sustainable range we are fulfilling a wish shared by many customers This is shown among other things by the customer survey we carried out in 2014 using our Tchibo Experts survey tool It found that more and more Tchibo customers want sustainable products 65 of respon dents said that sustainable production was important for them Overall the number of respon dents who buy sustainable products in at least some categories has increased The proportion of those who regard sustain ability as a quality criterion has also grown Sustainable products resources Under standable infor mation facil i tates informed purchasing decisions Our customers purchasing decisions influence the pace at which we can put sustain ability measures into practice because when demand for sustainable products increases the culti vation of sustainable raw materials will also increase and their avail ability will improve Therefore we support our

    Original URL path: http://www.tchibo-nachhaltigkeit.de/csrweb/servlet/content/1106072/-/en/home/customers-products/promoting-sustainable-consumption.html (2016-04-24)
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