Future in Our Hands - Dussmann Group

Future in Our Hands 

The Dussmann Group 

Corporate Responsibility Report 

2011/2012

Contents 

The Dussmann Group in Profile 9 

Global Business. Local Service. 9 

A Secure Future as a Family Enterprise 13 

Innovative Service 

Solutions for Business 

and Society 14 

Code of Conduct: 

Establishing and Practicing Common Values 18 

Our Approach: 

Partnership and Dialog 19 

Our Sustainability Strategy 21 

Taking on Challenges, 

Driving Change 21 

The Challenge for Service Providers: 

Changing Market and Client Demands 22 

The Dussmann Path of Sustainability: 

Interview with Dirk Brouwers, 

CEO of the Dussmann Group 26 

Responsibility for our Workforce 29 

Commitment to Fair Pay 29 

Personnel Development: Initial and Further 

Training to Ensure Sufficient Skilled Personnel 30 

Dussmann Stands for Equality 33 

More Alternatives with 

Flexible Working Times 36 

Open Communication and 

Information Exchange 36

Clients’ Wishes – Our Compass 

for Sustainable Services 39 

Technical Services: Management of Energy 

and Operating Expenses for a Head Start 40 

Cleaning Services: Top Quality and 

Environmental Compatibility 41 

Catering: Making 

Responsibility Appetizing 44 

Nursing and Care: Transparency and 

Quality at Kursana 47 

Security: Protecting Our Clients’ Assets 49 

Dussmann KulturKindergarten: the Added 

Extra for Attractive Employers 51 

Environmental Protection – 

Lighthouse Projects and Norms 53 

ISO 14001: 

Confirmation of a Functioning 

Environmental Management System 53 

Lighthouse Environmental Projects 55 

Saving Energy at 

Dussmann das KulturKaufhaus 55 

Dussmann Service Italy: 

Excellent Environmental and 

Social Standards 56 

Dussmann Service Austria: 

A Pioneer in Environmental Protection 56 

Dussmann Service Luxembourg: 

Award of Sustainability Label ESR 57 

Our Suppliers: 

Partners in Sustainability 59 

A Management System Which 

Defines Purchasing Requirements 59 

Detailed Questionnaire for Assessment 

of Suppliers 60 

Close Partnerships for Even 

More Client Orientation 60 

Social Commitment 63

Foreword 

Dear Reader, 

You hold the Dussmann Group’s first sustainability report in your hands, a report that makes us 

very proud. Never before have we documented the corporate responsibility which we traditionally 

assume so completely and, simultaneously, stated our objectives so clearly. The result is 

an expedition of discovery through the operations of the Dussmann Group and I warmly invite 

you to join me on the journey. 

This is the title of our first sustainability report. The perception of the future as an opportunity 

has always been a characteristic strength of the Dussmann Group - the opportunities presented 

by exceptional projects, by interesting new markets and by accepting new challenges. 

With a firm confidence in the future, the Dussmann Group will continue to grow and make an 

active contribution to society. This is the commitment that we made when my husband, Peter 

Dussmann, founded this company in 1963 and we have consistently maintained that commitment. 

As a family enterprise, sustainability is important to us – environmentally and economically but 

especially in social terms. Our commercial success comes with a moral duty to protect the 

environment and to strengthen social cohesion in our society. We aim to offer our clients 

solutions through innovation whilst actively taking on social responsibility. 

The way in which we shoulder this great responsibility is documented in “Future in Our Hands”. 

We show where we stand today as a result of daily dedication and how the company can 

operate both sustainably and successfully despite extremely competitive conditions. It is not 

just about making money and boosting sales. With our innovative products and services, we 

are making the world a little better each day. 

I would like to offer my sincere gratitude to our employees for this success. They are the strong 

foundation of the Dussmann Group; our company builds on their daily efforts. This is why it is 

so important to us to be attractive as an employer and we ensure this by promoting, supporting 

and training personnel from ground up. 

When I look at our company today, I can proudly say: we have already achieved and created a 

great deal. But we aren’t perfect and we will continue to work together and do all we can to 

reach our goals in the future. I am confident that there are many more exciting challenges 

awaiting us and I am certain that we will take on those challenges with self-confidence and 

success. 

I hope that you will enjoy reading this report and your journey through the Dussmann universe. 

Yours truly, 

Catherine von Fürstenberg-Dussmann 

Chairperson, Board of Trustees of the Dussmann Group

The Vertical Garden 

at Dussmann 

In 2012, the world-famous French botanist 

and horticultural artist, Patrick Blanc, 

unveiled his unique “Mur Végétal” in 

Dussmann House. Patrick Blanc’s vertical 

gardens are on show in many cities across 

the globe. His herbaceous facades are 

fascinating compositions made up of numerous 

varieties of plants which grow, not on soil 

but on an elaborate construction containing a 

drip irrigation system. This enables the plants 

to grow over both interior and exterior walls 

– and creates a unique, living artwork. 

The vertical garden symbolizes the Dussmann 

Group’s focus on economic, environmental 

and social sustainability. It is a tangible 

representation of the commitment of each of 

our company divisions..

The Dussmann EcoSystem 

Our concept for sustainability 

Sustainable business practices and vision are 

the pillars upon which the future is built. We 

are committed to making social responsibility 

the basis of our business activities; while 

maintaining the high quality standards of our 

services, we place strong emphasis on 

environmental protection. 

We have developed our own sustainability 

concept, the Dussmann EcoSystem. 

The Dussmann EcoSystem embraces the 

following dimensions: 

active environmental management 

raising the awareness of our personnel 

for environmental issues – laid down in 

our code of conduct 

reduction and avoidance of environmentally 

harmful materials 

examination of products and procedures 

for environmental compatibility 

consistent, conscientious quality 

assurance 

an effective health and safety program 

The Dussmann EcoSystem 

7

“There have been many new 

developments during my 

40 years with Dussmann but 

one thing remains unchanged: 

I enjoy working for the 

company every day.” 

Ellen Kunze, 

Division Manager 

Nutrition and Hygiene


in Profile 

Today, we are one of the largest multi-service providers worldwide. The 

partnership with our clients and the social responsibility inherent in a family 

enterprise form the basis of our success. 

Global Business. 

Local Service. 

With around 58,000 employees in 21 countries 

across the globe, the Dussmann Group 

offers the whole range of facility services 

from one source under the brand name of 

Dussmann Service: technical services, 

catering, security and reception services, 

cleaning and in addition, commercial and 

energy management. 

The second largest company division, 

Kursana provides nursing and care for a total 

of 13,600 seniors. The Dussmann KulturKindergarten 

GmbH operates in-house company 

child care facilities across Germany. These 

are characterized by close cooperation with 

the partner company, an emphasis on arts 

and culture, a bilingual approach and long 

opening hours. Dussmann also operates the 

KulturKaufhaus in Berlin. In 2011, the 

Dussmann Group posted aggregate sales* of 

1,658 million Euros and is one of the largest 

private multi-service providers worldwide. 

Employees Worldwide 

57,000 

55,000 

53,000 

51,000 

51,136 

52,706 

53,749 

56,377 

57,852 

2007 2008 2009 2010 2011 

The Dussmann Group operates facility services in 

21 countries 

Sales Worldwide * (in million Euros) 

1,600 

1,500 

1,400 

1,300 

1,331 

1,406 

1,440 

1,567 

1,658 

2007 2008 2009 2010 2011 

*including sales generated by service companies 

and intercompany sales to Kursana 

The Dussmann Group in Profile 

9

10 


The Path to Becoming an 

International Multi-Service 

Provider 

2010 Dussmann Service provides services at 

the EXPO. Kursana acquires eight seniors’ 

facilities from the US operator, Sunrise. Peter 

Dussmann’s ambition to turn the company 

into a management foundation is realized. 

Catherine von Fürstenberg-Dussmann takes 

on the chair of the board of trustees. 

2004 Dussmann is Caterer of the Year. 

Kursana acquires hospitalia from the Fresenius 

Group and becomes the leading private 

service provider for seniors’ care. 

1990 As one of the first service providers to 

do so, Dussmann Service opens 14 branch 

offices in the new federal states of Germany. 

1978 The company becomes a specialist 

for interlinked services from one source. 

The portfolio is extended to include full-day 

catering, housekeeping and security. 

1963 The success story of the Dussmann 

Group begins with a home cleaning service in 

Munich founded by Peter Dussmann. 

1960 – 1970 1970 – 1980 1980–1990 1990–2000 2000–2010 2010– 2020 

2011 die Dussmann Group extends its field 

of operations to child-care with the brand, 

Dussmann KulturKindergarten. All of the 

company divisions see growth. 

2008 Peter Dussmann relinquishes chairmanship 

of the supervisory board for health 

reasons. His wife, Catherine von Fürstenberg- 

Dussmann, is appointed to the supervisory 

board. 

1997 Dussmann das KulturKaufhaus – the 

media department store with the longest 

opening hours in Germany – is opened in 

Berlin. 

1985 The first Kursana Residenz seniors’ 

facilities are opened in Germany. In contrast 

to traditional care homes, seniors live independently 

as if in a hotel. 

1969 The original workforce of ten has 

already grown to 1,000 employees. The 

Dussmann Group expands abroad and signs 

its first cleaning contract with a hospital.

A Tradition of Responsibility – 

the Entrepreneur 

Peter Dussmann 

As the founder and leading figure of the 

company, Peter Dussmann has had a 

decisive influence on corporate culture and 

values. His philosophy of client-orientation, 

innovation and sense of responsibility 

continues to be the fundament of sustainable 

business operations and serves as a consistent 

guide to success. 

A special duty of our company is in taking 

on social responsibility in accordance with 

Peter Dussmann’s maxim: 

“It is the task of every successful enterprise 

to give something back to society. This is why 

the company’s social commitment is so 

important to me”

A Secure Future as a 

Family Enterprise 

On December 30, 2010, the Dussmann Group 

took on a new structure. The foundation, 

already planned by the founder of the company, 

Peter Dussmann, was created as a 

permanent management body. The creation 

of the Peter Dussmann Stiftung preceded the 

renaming of the former Dussmann AG & Co. 

KGaA to Dussmann Stiftung & Co. KGaA. The 

foundation does not hold any group equity; 

sole ownership remains with the entrepreneur, 

Peter Dussmann. The Dussmann Group 

continues as a family enterprise. 

The objective of the management foundation 

is to secure the long-term future of the 

Dussmann Group. Its ability to support 

especially worthy activities and projects to 

promote art, culture, training and education 

remains unchanged. 

Catherine von Fürstenberg-Dussmann chairs 

the board of trustees of the Peter Dussmann- 

Stiftung. Other members are Wolfgang 

Clement, Dr. Tessen von Heydebreck, 

Dr. Guiseppe Vita, Prof. Dr. Rainer Lorz and 

Dr. Horst Schiessl. The primary purpose of 

the board of trustees is to advise and supervise 

the executive board of the foundation. 

The executive board of the foundation 

manages the business of the Dussmann 

Group. Board members are Dirk Brouwers 

(chairman), Jörg Braesecke, Axel Gränitz, 

Dr. Hans-Jürgen Meyer and Reiner Worbs. 

Each board member holds responsibility 

for specific company divisions of the 

Dussmann Group. 

The executive board of the Dussmann Group from l. to r. 

Axel Gränitz, Reiner Worbs, Dirk Brouwers (chairman), 

Jörg Braesecke, Dr. Hans-Jürgen Meyer 

Board of Trustees 


Chairperson of the Board of Trustees 

Wolfgang Clement 

Member of the Board of Trustees 

Dr. Tessen von Heydebreck 


Dr. Giuseppe Vita 


Prof. Dr. Rainer Lorz 


Dr. jur. Horst Schiessl 


The Executive Board 

Dirk Brouwers 

CEO 

Jörg Braesecke 

Member of the Executive Board 

Axel Gränitz 


Dr. Hans-Jürgen Meyer 


Reiner Worbs 



Family Enterprises – 

Motor of the Economy 

13 

Almost 90 percent of all 

German companies 

(around 1.5 million) are 

family enterprises and they 

generate around 65 percent 

of the gross domestic 

product. They employ 

almost 20 million people or 

about 65 percent of all 

employees in Germany. 

Approximately 85 percent 

of all apprentices are 

trained in medium-sized 

and family enterprises. 

90% 

Around 90 percent of all 

German companies are 

family enterprises.1

14 


Innovative Service Solutions 

for Business and Society 

Dussmann 

Service 

Dussmann Service – 

Services Around the Globe 

Kursana 

Dussmann Service, the largest company 

division of the group, provides all types of 

facility services in 21 countries across the 

globe. Integrated Facility Management for 

business, industry and the social and care 

sectors consists of more than 70 individual 

services: from technical management through 

catering, security and cleaning services to 

commercial and energy management. 

Cleaning is one of over 70 services in our facility 

management portfolio 

Maintaining Asset Value with Facility 

Management 

Dussmann Service considers professional 

cleaning services a management issue as it 

makes a substantial contribution to the 

maintenance of real estate value. And 

because every building and every company 

has differing cleaning requirements, 

Dussmann Service develops an individual 


Office 


das 

KulturKaufhaus 

concept for each client. 

A cleaning concept from Dussmann Service 

consists of a combination of services which 

are customized to our clients’ needs – from 

architectural consultation in the planning 

phase of the building to minimize cleaning 

needs to determination of cleaning methods. 

Comprehensive Security Concepts 

Dussmann Service develops security systems 

to answer individual client needs from a wide 

spectrum of security services – from site and 

plant security to public order services, fire 

prevention and fire fighting services as well 

as reception services and health and safety 

management. 

Dussmann Service operates a newly constructed 

alarm receiving center which conforms 

to the norm DIN EN 50518 and monitors 

intrusion and robbery alarm systems, fire 

alarms and video systems. In addition, 

technical alerts and elevator emergency 

alarms are monitored and gate intercoms and 

service telephones are answered. 

Catering: a Wide Service Scope 


KulturKindergarten 

Catering by Dussmann Service includes a 

multifaceted range of services from staff 

restaurants and all the catering services 

required in hospitals and seniors’ facilities to 

catering services for child-care facilities and 

schools. Whether an analysis of the current 

status or professional advice on kitchen 

design and financial viability - Dussmann 

Service always begins catering operations 

with detailed planning.

The objective is the development of a comprehensive 

catering concept which answers 

the individual needs of the client and ensures 

the satisfaction of diners. Some clients wish 

to outsource catering operations completely 

while others need only individual services. 

Either way, a catering concept from 

Dussmann Service always incorporates the 

flexibility to adapt to clients’ business operations 

and needs. 

Energy-Efficient, Reliable Operation 

of Technical Systems 

When outsourcing the operation, running and 

maintenance of technical facilities, clients 

must be able to rely fully on their service 

provider. Whether it is a company, a public 

authority, a school, a museum or a facility for 

the elderly, well-functioning technical systems 

are essential for the comfort of building 

users and one hundred percent availability is 

imperative. Heating, air conditioning, elevators 

and lighting need to function without a 

hitch and be energy efficient too. 

Technical management by Dussmann Service 

takes sector-specific requirements into 

account as well as the conditions in individual 

client operations. The result: absolute 

reliability, increased efficiency, improvement 

in quality and simultaneously, long-term 

maintenance of real estate value. 

Integrated Facility Management: Effective 

Work Processes 

Dussmann Service develops branch specific 

concepts for business and industry as well as 

for the social and care sector and creates an 

individual package of services for each and 

every client: from technical to infrastructural 

services, from commercial management to 

space management. 

By interlinking the various services provided, 

work processes can be made even more 

effective. This enables us to assure quality 

standards whilst optimizing costs. And there 

is another advantage: integrated services 

mean that the client has just one contact 

partner who is responsible for all details. 

Kursana – a Home from Home 

The second, extremely successful company 

division of the Dussmann Group is Kursana 

Germany’s leading provider of care for the 

elderly. In Germany, Austria, Switzerland, 

Estonia and Italy, we care for around 13,600 

seniors in 116 facilities. 

Residents can choose between Domizil, 

Residenz and Villa facilities; all provide a wide 

range of service and care with high standards 

of quality. Kursana offers all forms of care for 

the elderly – from traditional long-term care to 

all of the necessary nursing services. 

The excellent standards at Kursana also apply 

to infrastructure. As a member of the 

Dussmann Group, Kursana benefits from 

cooperation with Dussmann Service and its 

many years of experience in providing facility 

services. 

Kursana personnel have been providing nursing and care 

and maintaining high standards of quality for 27 years. 


15

16 


Dussmann Office – Offices for Immediate 

Occupancy 

Dussmann Office is the office service division 

of the company. The client can rent not only a 

completely furnished office but also a package 

of services and the associated infrastructure 

- from a business address and telephone 

number to reception and secretarial services 

and conference services. Clients may select a 

virtual office, a complete office or simply rent 

an office or conference room with all of the 

equipment necessary for one or more days. 

Innovative office services enable our clients to be flexible 

Dussmann das KulturKaufhaus: 

Open for Cultural Insights 

Dussmann das KulturKaufhaus on the Friedrichstrasse 

in Berlin was established by Peter 

Dussmann in 1997. The range of media and 

the opening times, Monday to Friday from 10 

a.m. to midnight, Saturday 10a.m to 11.30 

p.m. make it unique in Germany. 

A unique range in the center of the capital city: 

Dussmann das KulturKaufhaus 

Covering more than 7,000 square meters, 

clients can browse though books, audio 

books, DVDs, CDs stationery and sheet 

music. As in all of the company divisions, 

service orientation is first priority at KulturKaufhaus: 

customers can listen to CDs at 

listening stations, read books, borrow a pair 

of reading glasses and take advantage of our 

packing and shipping services. 

There are regular events at the KulturKaufhaus 

without entrance charge: concerts and 

readings featuring international celebrities 

such as Donna Leon, Daniel Barenboim and 

names from the worlds of culture, politics and 

business. 

Dussmann KulturKindergarten: 

Holistic Learning 

The most recently established company 

division, Dussmann KulturKindergarten, was 

established in 2011. We plan and operate 

in-house corporate child-care facilities for our 

clients across Germany. These are characterized 

by an emphasis on arts and culture, a 

Our most recently established field of operations: 

child-care 

bilingual approach and long opening hours. 

Our clients need to be more attractive for 

existing and potential employees. We help 

them with this objective and combine business 

with pedagogical know-how.

Integrated Management 

System: Guaranteed Client 

Satisfaction 

Our integrated management system is a 

significant success factor in both national 

and international competition. It ensures the 

satisfaction of our clients, the safety of their 

personnel and ours and we make the protection 

of our environment a central focus. This 

enables us to make a significant contribution 

in terms of synergies, cost savings and 

sustainability. 

Dussmann Service Germany is the only 

facility management provider so far which 

has achieved TÜV certification for quality, 

environmental and health and safety management. 

The international division too is well 

prepared; many of the international subsidiaries 

hold certification for their integrated 

management systems. 

As the first private provider of care and 

nursing services for the elderly to do so, 

Kursana has achieved TÜV certification for its 

operations in all Kursana Domizil and Residenz 

facilities. 

A Holistic System Regulates Processes 

The integrated management system is a holistic 

system which regulates processes and 

procedures for quality, environmental and 

health and safety management. It defines 

clear corporate objectives, structures, 

responsibilities, procedures and processes. 

The integrated management system is complemented 

by additional certification for food 

safety and security services according to 

applicable norms. 

A detailed overview of current certification for 

the international subsidiaries of the 

Dussmann Group may be found on page 67. 

Sustainability as a Key 

Function of Management 

The Dussmann Group is intensifying its efforts 

to integrate sustainability into all aspects of 

the management process. The first step was 

made in 2011 with the creation of a sustainability 

board. This committee includes the 

members of the Dussmann Group’s executive 

board. The members each carry responsibility 

for a company division and appoint a representative 

from the service divisions according 

to the topic under discussion who implement 

resolutions at operative level. The sustainability 

board meets twice a year to discuss 

current developments and to determine the 

sustainability strategy for the Dussmann 

Group and its subsidiaries 

The executive management of Dussmann 

Service Germany, Dussmann Service International 

and service division heads meet 

regularly to advance the development of the 

Dussmann EcoSystem. This committee 

discusses operative implementation of 

strategic resolutions made by the sustainability 

board. New topics are also introduced in 

preparation for presentation to the sustainability 

board. 

The three building blocks of the integrated 

management system 

OHSAS 18001 

health and safety 

management 

ISO 9001 

quality 

management 

ISO 14001 

environmental 

management 


17

18 


The full version of the code 

of conduct is available for 

download at http://www. 

dussmann.com/de/dussmann-gruppe/profil/codeof-conduct/ 

Code of Conduct: 

Establishing and Practicing 

Common Values 

Ethical values are a key component of the 

Dussmann Group’s principles; they have a 

direct relationship to economic standards 

such as fairness and responsibility in the 

business world. 

The code of conduct describes the Dussmann 

principles as a set of unambiguous and 

binding rules which serve as guidelines in our 

decisions and our business dealings. We 

expect all personnel to identify with these 

ethical principals and to act accordingly. Our 

management staff communicate them and 

set an example through their own actions as 

a matter of course. 

The code of conduct contains guidelines for the activities 

of our personnel 

Confidential Data in 

Good Hands 

The Dussmann Group gives data protection 

and date security high priority. All company 

divisions are service providers and as such, 

are often involved in the business processes 

of our clients. There are a number of contracts 

where we are actually a part of the 

client organization and as a result, we inevitably 

come into contact with client data. At the 

company division Kursana, residents trust us 

not only with sensitive personal information 

but also information that is classed by federal 

legislation as requiring special protection. 

This is why we oblige our personnel to 

confidentiality in respect of trade secrets and 

other confidential information and to limit its 

use exclusively for internal purposes. Each 

member of staff must sign such an agreement 

at the beginning of his or her employment 

with the company.

Our Approach: 

Partnership and Dialog 

Our company works with many different groups and institutions. We maintain a close dialog 

of trust with our stakeholders in order to understand their needs and to keep them informed of 

corporate activities. 

Clients 

Absolute client orientation is the key to business 

success and the pursuit of Dussmann sustainability 

strategy. This involves the deployment of all 

instruments of communication and all forms of 

dialogue and cooperation including client representation 

on the company’s supervisory board. 

Employees 

The workforce is the sound foundation of our company. 

Dussmann does its utmost to achieve a high 

level of employee satisfaction through personnel 

development and optimum work conditions. 

Potential Applicants/ Employees 

Dussmann is dependent on skilled, qualified personnel 

in all of its company divisions. The company 

promotes itself as an attractive employer 

offering excellent career prospects with an extensive 

network of contacts and information forums. 

Employee Representation 

Dussmann has regular meetings with several trade 

unions and maintains a close dialog with the works 

council. 

Media 

Dussmann maintains ongoing communication with 

the media and consistently invests effort in building 

on these relationships. The company’s press 

relations have been commended: Dussmann’s 

communications department was ranked third 

among the major companies in Berlin. 2 

Brief Portraits of Dussmann Group Stakeholders 

Politics and Administration 

Dussmann seeks political dialog at federal, state 

and communal levels with the object of finding 

mutual solutions to social challenges and of 

establishing fair conditions for companies. 

Shareholders 

With the establishment of the management foundation, 

a further cornerstone of a secure future for 

Dussmann as a family enterprise has been laid. 

The family remains the sole owner of capital 

shares. 

Associations 

Dussmann concentrates its activities on selected 

industry associations, the BDWS, the employers’ 

association nursing and care, the federal association 

of private social service providers (bpa), the 

welfare service organizations, GEFMA, RealFM, 

VDI, DIN and DEHOGA. We focus on activities 

towards sector-specific minimum wages and strategies 

to counter the shortage of skilled personnel. 

Scientific Institutions 

Dussmann cooperates on research and development 

with numerous scientific institutes and wellknown 

technology partners. The company also 

works closely with colleges in the context of master 

and diploma theses. 

Banks 

Financial institutions are traditionally important 

partners for Dussmann in connection with 

corporate finances. They also function as advisors 

and a source of ideas on the topics of economic 

sustainability, risk management and corporate 

governance. 


19

“You can’t decree quality. 

At Kursana, it is reestablished 

anew each day by our 

personnel – at 116 locations 

in Europe.“ 

Ute Kokel, 

Regional Quality Manager

Our Sustainability 

Strategy 

With the creation of Dussmann EcoSystem we 

have established a corporate sustainability concept 

which clearly defines our objectives and the way 

we achieve them 

Taking on challenges, 

driving change 

Today, modern industrial societies are facing 

huge challenges which must be taken on by 

businesses if they want to continue to 

operate successfully. However, challenges 

and the quest for solutions to the central 

issues of the future also present windows of 

opportunity which must be seized. Enterprises 

need to invest in innovative products 

and services to answer changing needs and 

the greatest potential lies in the competence 

and the dedication of their personnel. 

Climate change demands action 

CO 2 emissions caused by the use of fossil 

fuels are a decisive factor in global warming. 

An increase in temperatures of more than 2°C 

over those during the pre-industrial era would 

result in incalculable global climate change. 

In order to avoid this situation, CO 2 emissions 

in comparison to 1990 must be reduced at 

least by half by 2050. 

Resource shortages necessitate efficiency 

The fossil fuel era will end in the foreseeable 

future. The amount of oil, gas and coal which 

we consume every year is equivalent to the 

quantities formed over one million years. 

Worldwide energy consumption has doubled 

since 1970 and will triple by 2030. Grow ing 

demand has lead inevitably to ex ploding 

energy costs. Between 2000 and 2011, oil 

prices increased by a factor of five. This is 

why the time has come to reduce energy consumption 

through increased efficiency and to 

concentrate on renewable sources of energy. 

Contributing to a responsible market 

economy 

The global financial and economic crisis has 

led to a loss of confidence in the efficacy of 

the market economy. Resentment concerning 

the absence of strategies to deal with the 

crisis and social injustice has expressed itself 

in protests which have found the sympathy of 

many social groups. Legitimation crises like 

theses engender skepticism towards entrepreneurial 

activities in general. In this phase, 

businesses are especially called upon to 

prove their commitment to the general good 

and to carry on an open dialog with society. 

Demographic change demands new answers 

Protest action against the consequences of the financial 

and economic crisis 

Our Sustainability Strategy 

21

22 


The proportion of their lives that people in 

industrial societies spend in buildings3 

Due to the low birth rate, the German population 

will decrease by approximately 15 million 

by 2060, despite immigration. Simultaneously, 

life expectancy is on the increase leading to a 

growing proportion of older citizens; in 2060, 

a third of the population will be over 65. 

Further trends are an increase in single 

households and a growing number of single 

parent families. Demographic change has an 

impact, not only on the finances of social 

systems but also on spheres of activity such 

as education, child and health care, the 

workplace and infrastructure. 

Shortage of skilled personnel is a risk factor 

Demographic change has tangibly increased 

competition for skilled personnel. It has been 

estimated that by 2025, demand in Germany 

will exceed supply by up to 6.5 million. Today 

already, every third German company is 

unable to fill vacancies at short notice and 

considers the shortage of skilled personnel 

one of the greatest risks threatening business 

development. Solutions such as intensive 

investment in initial and further training, 

better integration of women in the workplace 

through improved compatibility of career and 

family, promotion of younger and older 

personnel, for example through training 

schemes while in employment and flexible 

work time models as well as integration of 

qualified immigrants are increasingly important 

The challenge for service 

providers: changing market 

and client demands 

Manufacturing companies are subject to 

global competition and therefore concentrate 

increasingly on their core processes. At the 

same time, the margin of cost flexibility in the 

public sector and in social institutions grows 

ever tighter. Both of these developments 

have led to outsourcing of secondary processes 

and created strong demand for a wide 

range of qualified services from a single 

source. 

In purchasing, clients have a clear perception 

of requirements in the context of quality 

assurance, flexibility, optimized cost-efficacy, 

compliance with legislation and norms and 

increasingly, compliance with sustainability 

criteria. Under the pressure of competition, 

clients want to improve their own standards 

of sustainability and, with this objective, use 

all of the potential available in the delivery 

chain. This is especially true of the service 

markets in which the Dussmann Group 

operates. 

Facility Management: high potential for 

resource savings 

Facility Management is now a key sector of 

the German economy with a volume of 176 

billion Euros, a contribution of five percent to 

the gross domestic product and four million 

jobs. In terms of sustainability, it is particularly 

relevant that almost half of the energy 

consumed is for the maintenance and operation 

of buildings. Existing real estate is one of 

the main producers of CO 2 emissions. 

The issue of costs too has considerable 

dimensions; costs generated during the 

operating phase of a building are several 

times higher than the costs of construction. 

In addition, building use involves an important 

social component: on average, people 

living in industrial societies spend 90 percent 

of their lives inside buildings. It has been

proved that comfortable conditions inside 

buildings lead to increased work productivity 

and reduce absences due to illness. 

These factors constitute a challenge for 

service providers to seek solutions and to put 

quality assurance, cost-efficacy and resource 

concepts into practice by means of energy 

and waste management and the deployment 

of environmentally friendly cleaning procedures. 

Catering: priority for sustainable production 

A growing number of consumers are demanding 

foods from sustainable production. In 

Germany, the catering industry is a central 

field of activity for these new demands as it 

serves 20 million people each day. Current 

trends include balanced, fat-reduced dishes, 

organic ingredients from regional producers 

and fair-trade products. The customers’ 

demands for sustainable products have led 

to a more intense focus on the entire value 

chain i.e. purchasing, production, preparation, 

consumption and disposal of foods which are 

used in catering operations. 

There are huge opportunities for companies 

and social institutions to improve customer 

and guest satisfaction through use of sustainable 

products. Catering service providers are 

obliged to develop need-oriented solutions 

and to make a measurable contribution to 

improving their clients’ sustainability record. 

disposal 

production 

Focus on 

sustainability: value 

chain in catering 

consumption 

purchasing 

preparation 

Catering operations serve increasing numbers of 

diners each day 


23

24 


150,000 

The shortage of 

nursing staff by 20204 

Child-care trends of the future 

Promoting the compatibility of work and 

family is becoming an essential task for 

companies and institutions which must adapt 

to new social values and trends: for 92 

percent of all employees with children, the 

compatibility of work and family is just as 

important as financial compensation. 

Employers who offer their workforce good 

corporate child-care facilities benefit in a 

number of ways. Their employees can return 

to work earlier, professional know-how and 

skills stay in the company and qualified 

personnel remain loyal to the company during 

the family phase and beyond. Family-friendly 

employers are more attractive. Not only are 

the costs of personnel acquisition reduced, 

employers improve their position in the 

All Dussmann KulturKindergarten facilities work according 

to a tailor-made pedagogical concept 

competition for skilled personnel. 

This has generated demand for competent 

child-care providers who can offer both pedagogical 

and business know-how. 

The need for nursing and care is growing fast 

Demographic trends in Germany show that 

medical advances are extending life expectancy 

and this is accompanied by a growing 

need for nursing and care. The number of 

people in Germany needing geriatric care will 

grow from 2.4 million today to up to four 

million in 2050. Studies predict a need for an 

additional 330,000 places by 2020. The 

demand for high quality nursing and care 

services will rise simultaneously. 

These developments are accompanied by a 

growing shortage of nursing and care staff. 

Today, there are already 50,000 fewer qualified 

personnel than needed and by 2020 this 

will grow to over 150,000. The success of 

nursing and care facilities depends directly 

Wanted: dedicated, motivated nursing staff 

on their ability to recruit and keep dedicated, 

motivated, longstanding nursing staff.

26 


“The Dussmann Path 

of Sustainability” 

Dirk Brouwers, 

CEO of the Dussmann Group 

Mr. Brouwers, in our society and on the 

market, sustainable business activities are the 

yardstick of credibility. Companies increasingly 

expect this form of commitment from 

their business partners. Is the Dussmann 

Group prepared for this challenge? 

Yes, we are. Sustainability has tradition at the 

Dussmann Group. Company founder, Peter 

Dussmann, set down and established principles 

from the outset. As a family enterprise, 

we are committed to a corporate culture 

based on sustainability – environmental, 

economic and social. 

What are the preconditions for the maintenance 

of these sustainable principles? 

It’s possible because the Dussmann Group is 

built upon a firm fundament. In our 50 years 

on the market, we have seen consistent 

organic growth. The positive development of 

our company and our high ratios of self-delivery 

enable us to act independently of the 

capital markets. We offer a wide range of 

products to a wide range of clients which 

generates growth, even during times of 

economic crisis. As a result, we are a leading 

provider in two sectors simultaneously – in 

the facility management sector and in geriatric 

nursing and care. This fundament is vital 

because only when a company is financially 

sound is sustainability possible. Since 2011, 

the company has been a foundation. By 

taking on the new legal form, we have underpinned 

a successful and secure future for the 

company. 

Many of our clients want to improve their 

sustainability record. Can Dussmann help 

them? 

We are already helping by ensuring efficient 

operation of our clients’ real estate and 

careful use of resources there. For example, 

we deploy low-emission, consumption-optimized 

cleaning technology and use biodegradable 

cleaning products. By modernizing 

our cleaning procedures, we ensure environmental 

compatibility. In general, the technical 

aspects of service provision are very important. 

In energy management, for example, we 

examine all technical systems for savings 

potential. We use fair-trade and regionally 

produced organic foods in catering operations 

for several clients. When possible, we 

always cooperate with our clients in taking a 

sustainable approach. 

Does Dussmann react to individual market 

requirements or do you approach the client 

pro-actively and offer sustainable services? 

In both cases, it is important to recognize the 

wishes of the client early on. We do this by 

working closely and maintaining a constant 

dialog with our clients. Together, we develop 

individual service packages for their requirements 

and needs. Our portfolio contains a 

wide range of services with a single point of 

contact, in Germany and at many locations 

across the world which makes us very 

flexible. We perceive ourselves as problem 

solvers for our clients. This makes us attractive 

as a company. It is important to observe 

the markets closely and to enter new business 

fields as we did in 2011, for example, 

with corporate child-care.. 

Where do you see future opportunities? 

I see further opportunities in our core markets 

of FM and nursing and care. We have done 

excellent work here for many years and have 

experienced consistent growth in both 

sectors. Industry focuses increasingly on its 

core processes and needs a professional 

service provider at its side. I see opportunities 

in the health care sector, in the food 

industry and with cultural organizations for 

example.

The markets for geriatric care in Germany, 

Europe and across the world are very 

dynamic and present an exciting challenge 

for our company. 

The services that Dussmann provides each 

day are services carried out by people for 

people. This involves around 58,000 members 

of staff worldwide. How important is 

social sustainability to you? 

It is one of the most important issues for the 

Dussmann Group. After all, we employ 

people from 113 different nations of the 

world. Each of them contributes to our 

success with their work and their dedication. 

With success comes responsibility – the 

responsibility of fairness as an employer 

which we assume through fair pay, social 

benefits and excellent opportunities for career 

development. It also includes pressing for 

sector-specific minimum wages which is the 

only way of ensuring a level playing field. We 

offer opportunities to employees with minimal 

qualifications too and to those embarking on 

a second career or returning to work. We will 

expand the range of initial and further training 

and invest even more in health care and in 

motivating our employees. It is gratifying that 

we are always in dialog with our works 

council throughout all of our plan and actions. 

They have very clear expectations and 

contribute to content. That is a great help. 

Is the shortage of skilled staff already noticeable 

and do you have strategies to counter it? 

In general, we have few problems recruiting 

skilled personnel as an attractive employer. 

However, in nursing and care operations it is 

increasingly difficult to find well qualified staff. 

In order to ease the situation, we are intensifying 

efforts to establish our employer brand, 

for example, by consistently building on our 

program of initial and further training. This 

also includes our trainee program and the 

promotion of older employees. Kursana has 

substantially increased the number of trainees 

in the past years with the objective of 

training and keeping the best of skilled 

personnel of the future. We also plan to 

recruit personnel from abroad. 

I am confident that we will be able to counter 

the shortage of skilled staff with this balanced 

action plan. 

We have already discussed specific action 

taken by the Dussmann Group in the context 

of sustainability. Does the company document 

this action? 

We don’t only document it, we define it too. 

We have prepared our own corporate code of 

conduct in which we define our ethical 

principles in the form of guidelines. The code 

of conduct is binding. It engenders trust and 

creates a bond between our employees and 

the company through mutual values. In 

Dussmann EcoSystem, we have reported our 

activities during 2011/2012 and clearly 

defined our sustainability objectives for the 

first time. I am confident that this has established 

a firm basis which will enable us to 

take on future challenges. 


27

“Dussmann takes care of its 

employees’ health. The back 

therapy course is just one of 

many examples.” 

Melanie Gärtner, 

HR administrator

Responsibility 

for Our Workforce 

“Our company objectives can only be achieved if motivated personnel 

can relate to them and are prepared to commit themselves to them. 

I promote a corporate culture based on the personal initiative, flexibility 

and responsibility of every single employee. These are the principles 

of a mutual vision which all employees can relate to, support and 

realize successfully.” 

Peter Dussmann 

Commitment 

to Fair Pay 

We believe that social responsibility means 

paying employees fairly and punctually for 

their dedicated work. We take a clear stand 

against excessively low wages and the 

breach of wage agreements which dramatically 

undermines fair competition between 

companies both inside and outside Germany. 

We are committed to universally applicable, 

sector-specific, regionally adjusted minimum 

wages. We work actively in cooperation with 

a number of employer associations, with 

politicians and with trade unions to establish 

viable minimum wage agreements, setting an 

example for other sectors and ensuring that 

employees have a reliable income. 

Minimum Wage (Euro/Hour) Status 2012 

8,82 

8,75 

8,75 

Western Germany 

7,33 

7,75 

Eastern Germany 

Existing minimum wage regulations in specific 

service sectors 

7,00 

Minimum wage has no 

negative effects 

In 2011, the federal ministry of work and 

social affairs carried out an evaluation 

of existing regulations concerning 

universally applicable minimum wages 

in eight sectors. No negative effects 

caused by minimum wage regulations 

were identified. The concerns 

expressed about introduction of sectorspecific 

minimum wages, for example in 

the nursing sector, are without grounds, 

according to the study. 5 

Commercial Cleaning 

Nursing Care 

Security Services6 Catering 

There is no minimum wage in catering operations so 

far. Dussmann is exerting pressure for extending legal 

regulations to this sector too. 

Responsibility for our Workforce 

29

30 


Personnel Development: initial 

and further training to ensure 

sufficient skilled personnel 

The skill and the dedication of our personnel 

are the key to our company’s success. This is 

why we offer excellent career opportunities 

and promote career development at every 

stage from those beginning their career to 

those embarking on a new one. In addition, 

internships at Dussmann enable school 

leavers and those who have retrained to 

acquire initial work experience in many 

different fields. 

Successful Career Entry for Apprentices 

Apprenticeships secure the future of the 

company by preparing young talent for 

middle management, for specialist positions 

and for executive management. The dual 

training system is carried out in cooperation 

with the chambers of commerce and the 

guilds and combines theoretical knowledge 

with practical skills. 

At Dussmann, young people can choose from 

a wide range of attractive apprenticeships. 

During all of these, apprentices receive 

detailed, practice-oriented insight into the 

work of a quality service provider. At 

Dussmann Service there are currently around 

150 young people in training. This number 

reflects the current requirements of the 

company and is adjusted according to the 

need for each type of specialist. 

Dual Training System for Management 

Personnel - College and Practical Training 

In cooperation with educational institutes 

such as the Fachhochschule für Wirtschaft 

und Recht in Berlin and the International 

Berufsakademie, Dussmann offers dual 

training ending with the qualification, Bachelor 

of Arts. 

Individually designed trainee programs 

enable young management talent to acquire 

skills and gather experience in service 

divisions at various national and international 

corporate locations. Programs have a duration 

of 18 to 24 months and prepare trainees 

for responsible positions. 

Dussmann also offers graduates with university 

diplomas attractive initial positions. 

Following a selection process which is 

carried out in cooperation with a partner 

college, they are placed at headquarters or 

a branch office according to the emphasis of 

their studies. There, they can contribute their 

theoretical knowledge to projects and establish 

professional contacts. 

The Dussmann Group offers apprentice 

ships in the following professions: 

Dussmann Service 

Office Administrator 

Office Communications 

Marketing Communications 

Media Designer 

Cook 

Hospitality Operative 

System Catering Operative 

Restaurant Operative 

Cleaning Technician 

(Operative and Master) 

Certified Security Guard 

Protection and Security Operative 

Dussmann das KulturKaufhaus 

Bookseller 

Music supplies seller 

Kursana 

Certified Geriatric Nurse 

Geriatric Assistant 

Administrator Health Care 

Gerontopsychiatric Assistant 

College Courses: 

Business Studies/ Service Management 

Business Studies /Facility Management 

Business Studies/ Trade, Banks, 

Insurance, Industry 

Health Care Economics 

Nursing and Care Management 

Security Management

Trend-Setting Training 

at Kursana 

Kursana currently trains 415 apprentices. 

Almost 80 percent are taken on at the end of 

the apprenticeship (status 2011). 

Focus on Practice Orientation 

In 2012, Kursana introduced a new apprenticeship 

concept strongly focused on practical 

aspects. In seminars trainees learn not 

only how to apply various learning techniques. 

They also develop the social competence 

necessary to deal with people suffering 

from dementia and to communicate with the 

elderly, with those needing nursing and care 

and with their families. Another new feature is 

the introduction of seminars for practical 

trainers who play an important supporting 

role in initial and further training. There are 

currently 200 employees at Kursana who, in 

addition to their nursing work, have taken on 

the role of practical trainer. 

At the beginning of the apprenticeship, there 

is a two-day event for apprentices in Berlin. 

In addition to workshops, talks and reports 

by long-standing Kursana personnel, apprentices 

can gather initial practical experience 

and get to know each other. In order to be 

able to understand the situation of people 

who are dependent on help, they reverse 

roles and carry out nursing procedures on 

one another. 

Kursana’s central event for apprentices in Berlin 

Apprentice Quota 

In order to meet the growing demand for 

skilled nursing and care staff in the future, 

Kursana has resolved to regulate the minimum 

number of apprentices for each facility. 

Facilities with less than 100 beds must 

recruit at least one apprentice each year. 


The number of apprentices at Kursana7 415 

Those with more than 100 beds must recruit 

two or more apprentices each year. 

Kursana takes part in regional and supraregional 

trade fairs and organizes open days 

at facilities to provide information and to 

recruit apprentices. In addition, the company 

cooperates with schools by providing internship 

placements. 

31

“As someone who has worked 

in other sectors, I appreciate 

the trust that Dussmann 

shows its personnel and the 

way existing know-how is 

tapped.” 

Elisabeth Mirow, 

Director Kursana Domizil Schwedt

Effective Further 

Training Facilities 

Staff at Dussmann Service Germany and 

Dussmann Service International is trained on 

the Dussmann Campus in Zeuthen near 

Berlin and at the Dussmann International 

Academy. The objective of the 200 or so 

different seminars and workshops is to model 

personnel qualifications according to the 

requirements of our clients, to strengthen 

staff loyalty and to boost motivation. On the 

one hand, service-specific qualifications are 

awarded such as certified master of commercial 

cleaning, chamber of commerce certificate 

in protection and security or technician 

for cleaning and hygiene technology. On the 

other, training in service processes and 

support and management processes is 

carried out, for example on the topics of 

health and safety, human resources management, 

law and IT. 

Through conversion of the seminar center on 

the Dussmann Campus, capacity has been 

expanded substantially: as from 2012, four 

seminars can take place simultaneously. 

Trained 

Staff 

The Kursana Academy has seven locations: 

Au in der Hallertau 

Bad Pyrmont 

Berlin 

Hamburg 

Merseburg 

Seligenstadt 

Vaihingen/Enz 

Training 

Days 

Number of 

Seminars 

2011 1,400 231 113 

2012 2,500 321 182 

At these facilities, nursing and care personnel 

are qualified for the tasks in their responsibility: 

from apprentice to director. This is possible 

due to an intense exchange of information 

and experience between the facilities 

and between individual members of staff. In 

addition, external specialists are invited to 

lecture at further training courses at the 

Kursana academy and highly competent 

personnel take on the roles of trainer and 

mentors passing on their knowledge to other 

colleagues. 

of management personnel at 

Dussmann are women 

The Kursana Academy program offers opportunities 

for further qualification in: 

Nursing and care 

Management and administration 

Prevention of illness and promotion of 

health amongst personnel 

Dussmann Stands 

for Equality 

Many Women in Management Positions 

Men and women have equal career opportunities 

at our company. In comparison to 

figures quoted in the course of the current 

public debate on the necessity of a female 

quota in management, Dussmann is ahead of 

its time: 

Catherine von Fürstenberg-Dussmann chairs 

the board of trustees and is at the head of 

the company. 73.5 percent of all employees 

and 46 percent of management staff at 

Dussmann are women. 

In some divisions, the statistics differ significantly 

from general trends; at Kursana, 

women make up 61 percent of management 

personnel and 86 of the nursing and care 

workforce. KulturKindergarten facilities are 

staffed exclusively by women. 


33

34 


In these divisions, measures to promote a 

positive male role model are necessary. 

Kursana has already made a start and in 

2010 organized the event “Boys’ Day”, when 

several Kursana facilities organized projects 

targeted at boys, for example sport events 

with seniors. 

Real Diversity 

In Germany, the Dussmann Group employs 

people from 113 nations. Many of them have 

made progress in management and hold an 

important position such as site manager. 

Another example of the inclusive nature of our 

corporate culture is the recruitment of international 

nursing staff which are deployed at 

Kursana following participation in a specially 

designed integration course. 

An international outlook, diversity, respect for 

different cultures and mutual trust are basic 

Dussmann’s International Outlook is Part of its Success 

prerequisites for successful business activities 

in 21 countries. At Dussmann, everyone 

is welcome independent of age, disability, 

religion, culture or sexual orientation. We 

protect each employee from discrimination in 

the workplace and ensure that legislation is 

strictly observed. 

Deployment of Older Employees: 

a Matter of Course 

For Dussmann, productive efficiency and 

commitment to duty is not a question of age. 

The average age of our workforce is approximately 

45, which is higher than that of the 

majority of companies. There are older 

employees in all of the service divisions, 

some of them over 70. They too benefit from 

a corporate culture of equal opportunity. A 

further example: 160 of the 415 apprentices 

were employed as nursing assistants beforehand. 

Now they will receive training at 

Kursana to qualify as geriatric nurses. Many 

of these apprentices are no longer teenagers; 

indeed 15 percent are already over 30. 

There are works councils at all levels of 

the Dussmann Group. They are active 

on individual operative sites, at local 

branch offices and centrally, as the 

group works council.

“Career Prospects in Nursing? 

Of course – at Kursana my 

career is only just taking off.” 

Martin Krause, 

Specialist Nurse

36 


More Alternatives with 

Flexible Working Times 

Dussmann is subject to the regulations of 

wage agreements in the individual sectors 

and to the requirements of labor legislation. 

At Dussmann Group headquarters, personnel 

have flexible working hours around core 

times. The agreement is regulated by the 

employees themselves who determine and 

document their working times – an example 

of the relationship of mutual trust. 

In service operations of course, there is less 

flexibility in the determination of working 

times as these are dependent upon individual 

client requirements. It is for this reason that 

contracts of employment are often the rule for 

Dussmann service operatives. 60 percent of 

our personnel work part-time, which enables 

them to find a better balance between work 

and family commitments. 

Dussmann Gruppe 

Mitarbeiterzeitung 

Ausgabe Feb. 2012 

KulturKiNdergarteN Wetzlar 

Der Dschungel klickt 

ecosYstem 

Am 17. Januar war es soweit. Die 

Friederisiko 

Friederisiko 

Die Stiftung Preußische Schlös- 

ser und Gärten widmet dem 

„Alten Fritz“ anlässlich seines 

300. Geburtstages eine Sonderausstellung 

im Neuen Palais in 

Potsdam. Gewinnen Sie Eintrittskarten 

zu „Friederisiko“. 

weiter auf Seite 3 

unternehmenSStrategie 

Kinder, Kinder ... 

270 m2 Fläche, 16.200 Liter Wasser und 6.206 Pfl anzen. Das sind die 

Koordinaten des Vertikalen Gartens im Dussmann-Haus. Eine neue Attraktion 

für Berlin. Und ein Symbol für das Dussmann EcoSystem. 

Dussmann Gruppe 


Ausgabe Nov. 2011 

Es gluckst, kichert und brabbelt einmal mehr in der Bundesrepublik. Dussmann hat in 

Wetzlar (Hessen) gemeinsam mit den Lahn-Dill-Kliniken seine zweite Betriebskita eröff net. 

Nach neunmonatiger Bauzeit war 

AktionstAge 

schulverpFlegung 

Küchenspaß 

Mit Führungen durch die Kan- 

Die grüne Ecke 

ausBilduNg 

tine wurden Schüler in Jena 

für ihr Schulessen begeistert. 


Azubi-Day 

Ab in den Wald: Gemeinsam mit 

ihrem Ausbilder Maik Schefzeck 

fuhren 22 Sicherheits-Azubis 

der Niederlassung Frankfurt am 

Main nach Th üringen. Auf dem 

Programm der mehrtägigen 

Reise standen Teamspiele und 

Selbstversorgung. 

mova wurden ausgezeichnet. 


MitarBeiter 

Frauenpower 

bei Dussmann 

Mai Dang-Goy und Olga Kari- 


In eigener Sache 

Kursana 

SüddeutS chland 

Schlagerzeit 

Seit über drei Jahrzehnten zählt 

das Traumpaar der Volksmusik 

zu den Großen in der Unterhaltungsszene. 

Marianne und 

Michael luden exklusiv Kursana 

Bewohner zu einer zünftigen Kursana – und er kommt an! 

Brotzeit ein. 

Warum das so ist, lesen Sie ... 


Kursana 


Ausgabe Nov. 2011 

Pflegekräfte in Vaihingen 

Liebe Leserinnen und Leser, 

Der Pflegetag in Vaihingen war ein voller Erfolg. Die fachlich anspruchsvolle 

Veranstaltung zog viele interessierte Bewerber in das Kursana Domizil. 

Kursana Direktorin Silvia Wöhrle 

Kursana 

Pflege- 

Workshop 

150 Auszubildende nahmen am 

Kursana Pflege-Workshop in 

Berlin teil. Dieser wurde bereits 

zum zweiten Mal veranstaltet. In der neuen Rubrik stellen 

Was die Auszubildenden dort wir Ausstellungen in unseren 

gelernt haben, und ihre Erfah- Häusern vor. Das Domizil 

rungen lesen Sie auf Seite 3 Schneeberg startet auf Seite 4 

Kursana 


Ausgabe Feb. 2012 

Führungskräfte Jahrestagung 2012 – 

inspiriert ins neue Jahr 

Information und Inspiration – diese Ziele standen im Mittelpunkt der Kursana 

Jahrestagung 2012. Insgesamt rund 160 Direktoren, Pflegedienstleiter und 

Führungskräfte aus der Hauptverwaltung kamen vom 14. bis 16. Februar nach 

Radebeul, um Erfolge zu feiern und sich Ziele für das kommende Jahr zu setzen. 

reicht hatten, nahmen in diesem 

Brouwers, Vorsitzender der Jahr die begehrte Auszeichnung 

Dussmann Gruppe, die Teilneh- entgegen. 

mer über die Entwicklung der Alle Gewinner erhielten Urkun- 

Gesamtgruppe und gab wertden sowie Prämien für Mitarvolle 

Einblicke in alle Dussmann beiterfeiern; die Häuser auf den 

Geschäftsbereiche. 

ersten drei Plätzen zusätzlich den 

Jörg Braesecke, Vorsitzender Kursana Qualitäts Award aus 

der Geschäftsführung Kursana, graviertem Glas. 

führte durch die weitere Veran- „Wir möchten unseren Mitarstaltung, 

ließ das abgeschlossene beitern, die täglich vor Ort für 

Jahr Revue passieren und formu- unsere Bewohner alles geben, 

lierte die strategischen und kon- auf diesem Wege Danke sagen. 

kreten Zielsetzungen für 2012. Diese Auszeichnung werden wir 

Im Rahmen des Schwerpunkt- auch in den kommenden Jahren 

themas Qualitätsoffensive wur- vergeben“, so Jörg Braesecke, 

den die Kursana Qualitäts Vorsitzender der Geschäftsfüh- doch auch um fachlichen Aus- 

Awards vergeben. 13 Einrichrung Kursana. 

tausch und Stärkung des Teamtun 

gen, die im internen Audit Neben Fakten und Zahlen geistes. Fachvorträge zu den 

ein Ergebnis von über 90 % er- ging es bei der Jahrestagung je- Themen Mitarbeiterbindung 

und -entwicklung sollten den 

Direktoren und Pflegedienstleitern 

neben einem Katalog von 

weiteren Maßnahmen Anregungen 

geben, einem drohenden 

Fachkräftemangel aktiv 

entgegenzutreten. 

Am zweiten Tag führte eine 

Team Challenge die Teilnehmer 

Fortsetzung auf Seite 2 

Als erstes informierte Dirk 

Verpflegung 

Der neue Rahmen- 

speisenplan 

Seit April 2011 gibt es ihn bei 

auf Seite 4 

In eigener Sache 

lange haben wir daran gearbeitet, 

jetzt halten Sie die 

erste Ausgabe unseres neuen 

Kursana Insiders in Ihren 

Händen. Wir erscheinen zukünftig 

dreimal jährlich in 

gedruckter Form – vier Seiten 

voller Nachrichten, Neu- 

kurz vor Pfingsten angeboten igkeiten und Geschichten 

ist „total begeistert“: „Mit so hat, hat mit seinem breit gefä- aus der Kursana Welt. 

einem Andrang haben wir für cherten und anspruchsvollen Wir hoffen, Ihnen macht das 

unseren Pflegetag nicht gerech- Programm sein Ziel erreicht. Lesen ebenso viel Spaß wie 

net! Die Rückmeldungen sind Und das Unternehmen, das uns das Schreiben und Ge- 

durchweg positiv. 

insgesamt 116 Senioreneinrichstalten. Da wir auch in Zu- 

Etwa 60 Besucher waren da, tungen betreibt, hatte für den kunft immer besser werden 

die sich in der einen oder an- Vaihinger Aktionstag sogar Mit- wollen, helfen Sie uns bitte 

deren Form für den Pflegeberuf arbeiter der Berliner Zen trale dabei. Schreiben Sie uns Ihre 

interessierten. Und das Beste: entsandt. Anja Weichbrodt, Meinung, Ihre Wünsche und 

Wir haben jetzt schon sechs Personalreferentin, informier- Anregungen zum Kursana 

schriftliche Bewerbungen vorte über „Aufstiegschancen bei Insider: 

liegen. Zwei weitere Interessen- Kursana“: bietet der Arbeitgeber anne.honisch@dussmann.de 

ten haben sich gemeldet. in seiner hauseigenen Pflege- Wir freuen uns, von Ihnen 

Und sogar eine akademie doch zahlreiche Fort- zu lesen. 

ehemalige Al- und Weiterbildungsmöglichtenpflegerin,keiten. 

Ein Schüler der Alten- Ihr Redaktionsteam 

die schon in pflegehilfe gab Auskunft über 

Rente ist, seine Ausbildung und begegnete 

möchte uns den möglichen Bewerbern auf 

demnächst Augenhöhe. 

ehrenamt- Gut besucht war auch die Prä- Mitarbeiter aus 113 Natiolichuntersentation„Ernährungsmanagenen 

arbeiten weltweit für die 

stützen.“ment“, bei der die Teilnehmer Dussmann Gruppe. Zum 

Die umfas- die selbst kreierten hochkalo- Vergleich: Auf unserer Erde 

sendenVorrischen Sahneshakes verkosten gibt es 194 anerkannte Staaten. 

bereitun durften. Auch Marco Skeirat, 

gen haben Leiter des Berliner Zentralen 

sich mehr Qualitätsmanagements, konn- 

als gelohnt. te sich nicht über mangelnden 

Der Pflege- Zulauf zu seinem Vortrag zur 

tag, den das 

Kursana Domizil Fortsetzung auf Seite 2 

lange haben wir daran gearbeitet, 

jetzt halten Sie die 

erste Ausgabe unseres neuen 

Dussmann Insiders in Ihren 

Händen. Wir erscheinen zukünftig 

dreimal jährlich in 

gedruckter Form – vier Sei- 

Unsere Erzieher arbeiten dabei diese Besonderheit: „Mütter könten voller Nachrichten, Neu- 

nach dem sogenannten Situatinen vorbeikommen oder Kinder igkeiten und Geschichten 

onsansatz: Jedes Kind wird sei- besuchen ihre Eltern am Ar- aus der Dussmann Welt. 

ner Entwicklung, seiner familiäbeitsplatz. Weil es jetzt die Kita Wir hoff en, Ihnen macht das 

ren Situation, seiner Kultur und gibt, können Mütter und Väter Lesen ebenso viel Spaß wie 

seinem Wissen entsprechend ge- trotz der besonderen Arbeitszei- uns das Schreiben und Gefördert. 

Mehr Aufmerksamkeit ten Familie und Beruf miteinanstalten. Da wir auch in Zu- 

für den Einzelnen geht nicht. der vereinbaren.“ Sie erreichen kunft immer besser werden 

das Dussmann Team im neuen wollen, helfen Sie uns bitte 

es am 22. September soweit: Ge- 

Kultur Kinder garten unter: 

dabei. Schreiben Sie uns Ihre 

meinsam mit den Lahn-Dill-Kli- 

kulturkindergarten-ldk 

Meinung. 

niken eröff nete Dussmann Kul- 

@dussmann.de 

Ihre Wünsche und AnregunturKindergarten 

im hessischen 

gen zum Dussmann Insider: 

Wetzlar seine zweite Betriebskita. 

anne.honisch@dussmann.de 

Ein Gebäude auf dem Klinikge- 

Wir freuen uns, von Ihnen 

lände wurde umgebaut und ein 

zu lesen. 

500m2-Paradies geschaffen, in 

dem nun 50 Kinder spielen und Wie schon beim Unfall- 

Ihr Redaktionsteam 

lernen können. 

klinikum in Berlin, glänzt 

Wie immer beim Dussmann auch die Kita in Wetzlar 

KulturKindergarten liegt auch durch lange Öffnungszei- 

hier der Schwerpunkt auf Kunst, ten: montags bis freitags 

Kultur und auf der Zweisprachig- von 6 bis 20 Uhr und sams- 

Mitarbeiter aus 113 Natiokeit. 

In jeder der vier Gruppen tags sowie sonntags sind je 

nen arbeiten weltweit für die 

arbeitet eine englische Mutter- acht Stunden eingeplant. 

Dussmann Gruppe. Zum Versprachlerin. 

Sie sind immer an den 

gleich: Auf unserer Erde gibt 

Gemeinsam mit lokalen Partnern Arbeitsplänen der Kran- 

es 194 anerkannte Staaten. 

wie Schulen, Museen oder Th eakenhausmitarbeiterausgetern, will die Kita unterschiedrichtet, die Dussmann ihre 

liche Projekte ins Leben rufen. Kinder anvertrauen. 

Passend zu den neuen Räu- Catherine von Fürstenbergmen 

beschäftigen sich die Klei- Dussmann, Stiftungsratsnen 

zu Beginn mit dem Th ema vorsitzende der DG (siehe 

„Bauen und Konstruieren“. Foto), betonte in ihrer Rede 

Dussmann erhält 

das Goldene Ei 

Im Oktober 2011 verlieh 

tet mit Kameras. So fi nden noch Compassion in World Far- 

mehr Besucher ihren Weg ins ming zum fünften Mal den 

KulturKaufhaus. 

Tierschutzpreis „Das Gol- 

Doch der Vertikale Garten ist dene Ei“. Unter den Preisträ- 

nicht nur ein Kunstwerk. Er gern: die Dussmann Service 

steht zugleich für das nachhaltige Deutschland GmbH. 

Handeln der Dussmann Gruppe. Das Goldene Ei ehrt Unter- 

Im sogenannten Dussmann Eco- nehmen, die ausschließlich 

System verpflichtet sich unser käfigfreie Eier oder Eipro- 

Unternehmen, ökologisch, ökodukte beziehen, oder sich 

nomisch und sozial verantwor- verpfl ichten, bis Ende 2012 

tungsvoll zu handeln. Und so umzustellen. Bei Dussmann 

hier befi ndet sich ein Aquarium die Dussmann Gruppe und die Service betriff t diese Regelung 

Dussmann Gruppe hatte zum mit Wasserpfl anzen und Fischen. Gesellschaft, in der wir leben und jährlich ca. 140.000 Liter 

Neujahrsempfang geladen und Seit der Eröff nung klickt es häu- arbeiten, mitzugestalten. 

Flüssigei, 1,8 Mio. gekochte 

enthüllte ihren hauseigenen fi ger im Atrium des KulturKauf- 

und 2,5 Mio. rohe Eier. 

Dschungel im Berliner Dusshauses: Die neue Attraktion Fortsetzung auf Seite 2 

mann-Haus. Versteckt hinter lockt lockt Neugierige, Neugierige, Touristen Touristen und und 

grünen Vorhängen war der Ver- Hobby Hobby gärtner gärtner an, an, stets stets ausgerüs- ausgerüstikale 

Garten in den sechs Monaten 

zuvor entstanden. Nun wur- 

Jährlich zieht es rund 46.400 

de das Geheimnis gelüftet: Eine 

Besucher bei den Tagen der 

18 Meter hohe und 15 Meter 

off enen Tür in die Kursana 

breite Wand, übersäht von tau- 

Häuser. Zum Vergleich: Die 

senden Filztaschen, aus denen 

Volkswagen-Arena in Wolfs- 

6.206 Pflanzen zu einem soburg 

fasst 30.000 Besucher. 

genannten Vertikalen Garten 

zusammenwachsen. Ein spezielles 

Bewässerungssystem sorgt 

dafür, dass alle Pflanzen genug 

Feuchtig keit bekommen. Auch 

zu den Füßen des Gartens, denn 

„Weil es jetzt die 

Kita gibt, können Eltern 

trotz der besonderen 

Arbeitszeiten Familie 

und Beruf miteinander 

vereinbaren“ 

Nachgezählt 

Ausgabe 2 · Dussmann insider 1 

Nachgezählt 

113 

Ausgabe 1 · Dussmann insider 1 

Liebe Leserinnen und Leser, 

Nachgezählt 

113 

194 

Ausgabe 1 · Kursana insider 1 

KU-Insider_RZ-V4.indd 1 31.10.2011 14:28:45 

DS-Insider_RZ.indd 1 31.10.2011 11:02:30 

DS-Insider_deu_1_12.indd 1 28.02.2012 10:56:08 

194 

Kunst und Kultur 

Bilderreigen 

Kursana Qualitäts Awards 

domizil Greifswald 

1 96,69 % 

sonnenblumenweg 

2 domizil Grimmen 96,44 % 

3 domizil stavenhagen 96,07 % 

4 domizil alzey 95,79 % 

5 domizil Künzell 94,91 % 

6 domizil reichenbach 93,18 % 

7 domizil Buchholz 92,94 % 


8 91,46 % 

Haus Hufeland 


9 91,00 % 

Haus rubenow 

10 domizil diedorf 90,39 % 

domizil rastow 

11 90,08 % 

Haus achterfeld 

residenz Hamburg 

12 90,05 % 

(ambulant) 

13 domizil Merseburg 90,02 % 

Nachgezählt 

Jährlich zieht es rund 46.400 

Besucher bei den Tagen der 

offenen Tür in die Kursana 

Häuser. Zum Vergleich: Die 

Volkswagen-Arena in Wolfsburg 

fasst 30.000 Besucher. 

Ausgabe 2 · Kursana insider 1 

KU-Insider_deu_1_12-V2.indd 1 28.02.2012 17:05:59 

Open Communication and 

Information Exchange 

We keep our employees up-to-date using a 

variety of communication media deploying 

not only intranet, flyers and brochures. Our 

employee magazine Insider offers interesting 

and entertaining insights into the operations 

of each of the service divisions. In the staff 

letter, executive management informs about 

current objectives and developments at 

Dussmann. The employees themselves are 

encouraged to take the initiative and to offer 

feedback. There is an email address specifically 

for the purpose of direct communication 

with Mrs. Von Fürstenberg-Dussmann and 

the board. 

Peter Dussmann Award: 

Recognition of Dedication 

Each year, we present awards to individual 

members of staff and groups whose work 

reflects our corporate philosophy in an 

exceptional way. The Peter Dussmann Award 

is our way of honoring those who demonstrate 

strong team spirit and make an outstanding 

contribution to 

society. They set an 

example and encourage 

others to show courage 

and community spirit 

– at work and in their 

private lives.

“It’s our hallmark at 

Dussmann: openness and 

friendliness towards clients 

and colleagues” 

Jana Güßloff, 

Reception Headquarters

38 

“Being where we’re needed 

and showing total commitment 

in fulfilling client expectations: 

that’s what makes the 

difference for our clients.” 

Sebastian Herrmann, 

Sales Manager, 

Branch Office Southern Bavaria

Regular quality assurance meetings at all 

levels, client surveys, regional and supraregional 

client events and a mix of communication 

instruments ensure that business 

relationships with our clients grow into 

strategic partnerships. We can support our 

clients on a wide range of issues and improve 

their sustainability record which increases 

their competitive edge. This is because our 

company has internalized these values itself 

and our operations have a sound sustainable 

fundament. 

Environmental Protection in Service 

Provision 

Improving environmental protection during 

daily service operations means making each 

individual member of staff aware of the 

issues involved – for example through regular 

staff training on careful use of energy and 

other resources and on environmentally 

compatible operations. 

Careful use of energy resources is part of 

internal corporate instruction for all 

Dussmann employees. This includes information 

about specific methods of avoiding 

wasteful resource consumption in the course 

of service provision. 

In 2012, Dussmann Service International 

introduced environmental stickers which 

underline our commitment to environmental 

protection. The stickers encourage both 

employees and clients to contribute to 

environmental protection. 

Save Water 

Save paper 

Aufkleber-Fisch_100x80_RZ.indd 1 15.03.2012 Aufkleber-Baum_100x80_RZ.indd 13:40:47 

1 15.03.2012 13:41:27 

SAVE ENERGY 

Clients’ Wishes – Our Compass for Sustainable Services 

Clients’ Wishes – Our Compass 

for Sustainable Services 

Our clients’ wishes are the most important catalyst in the development 

of tailor-made service services. We’re in tune with our clients’ needs 

through continual dialog. 

The number of tons of CO 2 saved each 

year by modern cleaning techniques 

separate waste 

Aufkleber-Energy_100x80_RZ.indd 1 15.03.2012 Aufkleber-Müll-RZ.indd 13:42:20 

1 15.03.2012 13:40:02 

39

40 


Technical Services: Management 

of Energy and Operating 

Expenses for a Head Start 

Energy and operating expenses management 

by Dussmann Service means minimizing all of 

the factors which generate energy and 

operating costs and making our clients’ 

energy consumption as efficient as possible. 

The objective of energy management is to 

give our clients a head start with flexibility 

and to ensure as much financial control as 

possible. We observe the energy markets 

closely and, when clients request it, use 

benchmarks to examine potential for optimization. 

Consistent update of data ensures 

that we can react swiftly and flexibly. We also 

examine our clients’ technical systems and 

identify any savings potential. All of these 

measures contribute to the decisive competitive 

advantage of our clients. 

optimum energy consumption through 

comprehensive business support 

reliability and viability of energy supplies 

suggestions for modernization and optimization 

of energy-associated technical 

systems 

optimization of operations for energy and 

operating costs 

recommendations on maintaining real 

estate value 

investments with sustainable effect 

energy management during the operational phase 

audit of operating costs 

implementation concept 

status quo analysis 

(benchmarking analysis) 

real estate and 

systems 

energy and operating 

cost control 

A holistic view is necessary in order to 

provide our clients with optimum energy and 

operating cost management from two perspectives: 

energy savings can be achieved 

through both commercial and technical 

means. The starting point is a comprehensive, 

thorough analysis of the status quo. 

collation of invoice and 

contract data 

utility purchasing analysis 

optimization of utility purchasing

Cleaning Services: 

Top Quality and 

Environmental Compatibility 

The objective of Dussmann Service commercial 

cleaning operations is not only a clean 

building. From the perspective of sustainability, 

it is also about maintaining the value of 

real estate, optimizing operating costs, 

careful use of resources and the comfort of 

the people who work in or visit the building. 

In hospital cleaning, a sector where we have 

intensified our activities, hygiene and cleanliness 

is also crucial for the health of patients. 

Our Cleaning Products: Cost-Effective and 

Environmentally Friendly 

Dussmann Service deploys primarily highly 

concentrated cleaning products. In comparison 

to the utilization of regular products, this 

reduces transport needs by 90 percent – or 

2,000 tons each year. To ensure that products 

are dosed correctly, automatic and manual 

dosing systems are deployed. In Germany, 

there are automatic dosing systems in more 

than a fifth of our operations. 

Dussmann Service uses only environmentally certified 

cleaning products 

Many of the cleaning products used are 

highly biodegradable; Dussmann Service 

exceeds minimum legal requirements which 

prescribe biodegradability of at least 80 

percent. The products used by Dussmann 

Service Germany are 98 to 99.9 percent 

biodegradable. 

Only products with environmental certification 

come into question for Dussmann Service 

Germany. The entire range of cleaning 

products display the A.I.S.E. label and 

cleaning textiles are certified with the Nordic 

Swan label. Hygiene paper is FSC-certified or 

carries the Umweltengel seal. 

To reduce the volume of transport, innovative 

calendaring and packaging technology is 

used enabling 38 percent more paper to be 

transported with the same volume. At 

Dussmann Service, the proportion of paper 

with high package density is almost 40 

percent. 

Recycling Material has Priority 


Dussmann Service gives priority to garbage 

bags made of reclaimed plastics and 78 

percent of the hygienic paper used is made 

of recycled paper. All cleaning materials are 

packed in recyclable polyethylene packaging. 

The use of packaging made of PVC or similarly 

environmentally incompatible materials 

is excluded. 

41

42 


Innovative Cleaning Techniques Reduce 

Emissions 

Using pre-prepared cleaning textiles, surfaces 

need only be mopped once. This saves 

not only time but also water, energy and 

cleaning products and reduces the number of 

mop covers requiring subsequent laundering. 

Due to the transition from the two-step to 

one-step cleaning procedure on selected sites, 

emissions of CO 2 have been reduced by 30 

tons a year. This corresponds to the annual 

emission of 10 medium-class vehicles averaging 

30,000 kilometers per year. This calculation 

was confirmed by the imug institute. 

A Systematic Approach Gives a Head Start 

on Sustainability 

Together with its long-term strategic partner, 

Pfennig Reinigungstechnik GmbH, Dussmann 

Service has developed a cleaning system 

which combines economic, environmental 

and social sustainability criteria in an exemplary 

way. It focuses on the use of extremely 

durable, fully modular system cleaning 

trolleys which can include the pre-prepared 

cleaning textiles such as mop covers and 

cloths. 

This procedure reduces not only the consumption 

of water and cleaning chemicals 

but also saves time. Simultaneously, cleaning 

quality is improved and with it, client satisfaction. 

Cleaning staff also benefit from much 

simpler procedures and improvement of 

health and safety aspects. 

Energy-Efficient Cleaning Machines 

Dussmann Service Deutschland deploys an 

increasing number of vacuum cleaners with 

optimized energy consumption and reduced 

noise emissions. These vacuum cleaners 

consume around 42 percent less energy and 

produce 50 percent less noise whilst achieving 

the same cleaning efficiency. Currently, 

about 100 of these vacuums are in use. This 

corresponds to a reduction in CO 2 emissions 

of around 14 tons and energy savings of 

approximately 3,800 Euros for our clients. 

95 percent of cleaning machines at Dussmann 

Service are electrically driven and are therefore 

environmentally friendly in operation. 

Economic 

Lower consumption of water and cleaning products 

Increased cleaning quality 

Time savings due to reduced interim cleaning 

Value for money 

Environmental 

Exact dosing of cleaning products 

Full use of cleaning solution without waste 

No transmission of infection 

Lower cleaning product consumption through 

adjustment of product to textiles and floor surfaces 

Social 

Proper use of products and materials using 

color-coding 

Contact-free change of mop cover 

No need for disposal of waste cleaning solution 

No need to carry heavy buckets 

The system cleaning trolley: factors of sustainability

Using Osmosis: Glass and Façade Cleaning 

Without Chemicals 

In order to reduce the environmental impact 

of glass and facade cleaning, Dussmann 

Service uses the osmosis method where 

possible; osmotically treated water is almost 

salt-free and attracts dirt like a magnet. It is 

used without any cleaning chemicals at all 

and is therefore both an intensive and 

extremely environmentally friendly method of 

cleaning. Due to certain technical requirements 

however, this method is not universally 

applicable. 

Result-Oriented Cleaning: Flexible and 

Economical 

Result-oriented cleaning does not work to a 

rigid specification; instead of carrying out a 

cleaning plan irrespective of the actual 

situation, cleaning staff base their daily 

activities on client wishes and the current 

needs of the areas being cleaned. An office 

that is not in use due to vacation does not 

need cleaning, for example. The client 

prescribes individually which areas require 

cleaning. The effect is lower costs. 

Implementation of result-orient cleaning 

requires a great deal of individual initiative 

from Dussmann cleaning staff. They must 

develop a feeling for the situation and the 

wishes of our clients. In a special training 

program, staff are taught to use “trained 

observation”. And it works – as the results of 

regular checks, quality controls and almost 

always satisfied clients prove. 

RAL Seal: to Fulfill the Highest Demands 

Dussmann Service Deutschland has been 

certified by the German Institute of Quality 

Assurance with the RAL seal since 2006. RAL 

certification (RAL-GZ 902) confirms that 

cleaning companies have been independently 

audited and fulfill a catalog of demanding 

criteria. 

These criteria include operational organization 

that conforms strictly to wage agreements, 

health and safety requirements laid down by 

the accident insurance, appropriate staff 

training and fulfillment of specific ecological 

Dussmann Service: audited cleaning quality with 

RAL certification 


requirements with respect to work materials 

and products. Checks are made of both 

management and the technical processes 

which determine cleaning quality. An independent 

auditor accompanies cleaning 

teams at several different sites and monitors 

service provision with reference to service 

specifications. 

43

44 


Catering: Making 

Responsibility Appetizing 

The subject of nutrition is increasingly important 

for many people – whether in the context 

of specific health issues such as allergies or 

the conscious decision to eat healthily. 

Comprehensive Dussmann Service diner 

surveys in restaurants and online show that 

guests are not only well-informed but that 

they have high expectations. 

As a catering provider for companies, 

schools, child-care facilities, hospitals and 

seniors’ facilities, Dussmann Service has a 

special duty towards its guests and has 

created a range of services for each target 

group. 

At Work: Healthy Eating 

Triwell is a holistic nutritional concept that 

offers delicious healthy food with a preventive 

effect. In addition to improving mental and 

physical fitness, it combats metabolic dysfunction 

and overweight. 

These positive “side effects” are due to three 

main components: 

Balanced nutrition in staff restaurants includes a high 

proportion of vegetables 

Fat-reduced and fat-controlled nutrition: by 

labeling dishes with so-called fat points, 

diners can monitor their consumption easily 

and control how much fat is contained in 

each meal. 

Organically produced premium products: 

selected, first-class, organically produced 

ingredients not only ensure authentic, 

natural taste but also minimize environmental 

impact. 

Mediterranean recipes: Dussmann Service 

offers dishes with a Mediterranean background 

and uses exclusively olive and 

rapeseed oil. The mono-unsaturated fatty 

acids contained make a positive contribution 

to preventing metabolic dysfunction. 

As part of the Triwell concept, regular nutritional 

advice events are organized when 

questions concerning all aspects of healthy 

eating are answered by experts. 

People in Care: Proper Nutrition Contributes 

to Health 

According to recent studies, 83 percent of 

residents in seniors’ facilities have nutritional 

deficiencies. Causes range from chewing and 

swallowing disorders and insufficient thirst, 

smell and taste to depression, dementia and 

acute illness. The consequence is increased 

dependency on care due to physical weakness, 

atrophy of muscle tissue, decreasing 

infection immunity and slow wound healing. 

The demands on personnel and costs are 

high. Many age-related illnesses can be 

influenced positively by proper nutrition and 

costs can be saved on nursing, care and 

medicine. 

The Dussmann Service nutritional concept, 

Vitalance, is targeted at the individual needs 

and problems of the elderly. Its objectives are 

the promotion, maintenance and improvement 

of health and mobility to an advanced 

age through enjoyable, appropriate nutrition 

and measures to prevent deficiencies and 

malnutrition with a high-quality, nutritionally 

optimized diet. 

The Dussmann Service nutritional concept, 

Vitalance, is a useful building block in the 

planning of nursing and care services. It 

takes the special needs and preferences of 

the elderly as well as the requirements for 

nursing, kitchen and service staff into consideration.

Captain Cook and CoolCooking: 

Energy for Learning 

Every fifth child in Germany is overweight. 

The cause is a poor diet and lack of physical 

activity. In addition, eating habits are changing. 

Cooking and eating as a group takes 

place less frequently. 

The holistic catering concept, Captain Cook, 

was developed with the needs of 2 to 6 

year-olds in mind. Only first class ingredients 

with a high nutrient density are used i.e. high 

vitamin and mineral content in comparison to 

energy content and low-fat methods of 

preparation which maintain nutrient content 

are deployed. This promotes mental and 

physical fitness and prevents diet-related 

disease. 

CoolCooking is the Dussmann Service 

catering concept for schools which focuses 

on the needs of the students. CoolCooking is 

based on current scientific knowledge of the 

nutritional needs of children and young 

adults. We include seasonal foods from the 

local region and avoid convenience products 

if possible. 

More Sustainability in the Value Chain 

Our Recipe: Locally Produced Seasonal 

Organic Products 

Dussmann Service answers the increasingly 

popular demand for healthy foods with a 

special organic range. This range is produced 

using only products form organic agriculture, 

a particularly natural and sustainable form of 

farming. The core principle is to maintain as 

far as possible a closed nutrient cycle. 

Dussmann Service already has organic 

certification in 15 catering operations, which 

confirms that we not only have the necessary 

skills and knowledge but also comply with 

the legal requirements of the EU regulations 

on organic production. These regulate the 

purchasing of organic ingredients and the 

separate storage of organic products from 

regular ones as well as preparation of food. 

Fairtrade Products Help Producers 

The commitment of Dussmann Service to 

sustainability goes beyond purchasing and 

serving organic foods; clients can also 

choose to integrate products with the 

Fairtrade seal including coffee, tea and 

chocolate bars. Labeling products with the 

Fairtrade seal gives consumers the confidence 

that the conditions of work of the 

farmers and workers producing the product 

are improved through fair pricing and a 

Fairtrade premium. 

MSC Ecolabel Certifies Sustainable Fishing 

The same applies to the use of fish from 

sustainable fisheries. Through close cooperation 

with trade partners REWE and 

Deutsche See the majority of fish products 

used by Dussmann carry the MSC Ecolable. 

MSC (Marine Stewardship Council) is an 

independent organization with worldwide 

operations which has set up a certification 

program for sustainable fishing making a 

significant contribution to the health of the 

world’s oceans. The blue MSC Ecolabel 

enjoys a global reputation and stands for 

environmental awareness and sustainable 

fishing methods. 

Organic Agriculture 


does not use synthetic chemical plant 

care products 

does not use nitrogen fertilizer 

does not use genetically engineered 

products 

deploys humane animal husbandry 

helps to maintain biodiversity 

promotes reduction of energy consumption 

and careful use of raw 

materials 

promotes transparency in the production 

and manufacture of foods 

regulates through guidelines and 

controls 

45 

In October 2011, Compassion 

in World Farming 

awarded the animal protection 

prize “the golden 

egg” for the fifth time. 

Among the prize winners 

was Dussmann Service 

Deutschland GmbH. 

The golden egg is awarded 

to companies which use 

exclusively battery-free 

eggs and egg-products or 

which commit themselves 

to doing so by the end of 

2012. At Dussmann 

Service this refers to 

approximately 140,000 

liters of fluid egg, 1.8 million 

boiled eggs and 2.5 

million raw eggs each year.

46 


HACCP (Hazard Analysis 

Critical Control Point) is an 

operational internal control 

system to guarantee food 

and hygiene safety in production 

processes. The 

objective is to avoid negative 

influences on food for 

the end consumer. All of 

the risks inherent in the 

food production process 

are identified (risk analysis). 

Critical control points 

(CCP) where health risks 

are highest are determined 

and controls are introduced. 

System efficiency 

is additionally monitored 

through documentation 

and HACCP audits. 

Processing Food Waste to Produce Energy 

Despite conscientious planning of food 

preparation and product range, it is not 

always possible to avoid food waste. In 

cooperation with our partner, ReFood, waste 

food and used oil are processed to produce 

energy. 

Unpacked and packed kitchen and restaurant 

waste, bones, waste meat and production 

leftovers are fermented in gas systems to 

produce energy which can be converted to 

electricity and heat. The residues are used by 

agriculture as fertilizer. Used oil is processed 

to produce organic diesel fuel. 

Quality Assurance: Hygiene is Our First 

Priority 

In catering operations, uncompromising 

quality is a decisive success factor. All 

services are certified according to ISO 9001 

and the Dussmann Service HACCP system 

goes far beyond legal requirements. Our 

subsidiaries in Bulgaria, Germany, Italy, 

Lithuania, Poland, Romania, Czech Republic 

and Hungary are already certified according 

the norm ISO 22000 for food safety. Our 

members receive training in the company’s 

own training center, the Dussmann Campus. 

The Dussmann training concept for food and 

personal hygiene is based on DIN 10514. 

Regular quality controls and quality assurance 

meetings ensure complete safety and 

reliability. Using questionnaires to regularly 

survey diners, we are able to take diners’ 

wishes into consideration. 

Hygiene Guidelines According to DIN 

10514 

According to food hygiene regulations 

(LMHV) some operations are obliged to 

carry out quality assurance and must 

regularly provide training on food 

hygiene to all employees who work with 

food. DIN 10514 regulates the content 

of staff training. This includes: 

Microbiology 

Personal hygiene 

Production hygiene 

Operational hygiene 

Storage 

Cleaning and disinfection

Nursing and Care: 

Transparency and Quality 

at Kursana 

We are committed to giving quality top 

priority in nursing and care as a basis for 

long-term business viability. When cost and 

quality issues conflict, we always choose to 

maintain high standards of nursing and care. 

We have invested in 13 internal quality 

managers who monitor the quality of nursing 

and care and develop new concepts. 

TÜV-Certified 

We are happy to report Kursana’s success as 

the largest private German provider of facilities 

for nursing and care of the elderly: all 

facilities were certified in 2010 by TÜV 

Rhineland. TÜV Rhineland repeats its audits 

regularly and carries out inspections in at 

least seven facilities each year. Inspections 

support internal quality assurance programs 

at Kursana. These measures ensure that the 

high standard of processes in Kursana 

facilities is assured on a longterm 

basis. Existing organizational 

processes are the basis of 

good nursing and care. 

MDK Awards High Rating 

Since 2009, the medical service of the health 

insurances (MDK) has been assessing the 

status of in-house and out-house nursing 

facilities in Germany and publishing the 

results in the form of transparency reports. 

The majority of Kursana facilities have already 

been assessed and rated by the MDK. The 

results confirm the high quality of our nursing 

and care facilities and out-house nursing 

services with average ratings of 1.2 at the 

nearly 90 houses audited. 

MDK 

rating 

nursing and 

medical care 

1.4 

very good 

treatment of 

residents with 

dementia 

1.2 

very good 

social support 

and daily 

organization 

1.1 

very good 

The Average 


MDK Rating at 

Kursana Facilitiesn 8 

The MDK awards marks for nursing and 

medical care, treatment of residents with 

dementia, social support and daily organization 

and finally, accommodation, catering 

housekeeping and hygiene. Kursana publishes 

these results and the results of residents’ 

surveys. 

Kursana argues that the two competing 

assessment bodies, Heimaufsicht and MDK 

should be merged. A standard procedure 

would combine the positive features of the 

two assessments. This would make services 

in nursing and care facilities even more 

transparent and a lead to a general improvement 

in care of the elderly. 

accommodation, 

catering, house - 

keeping and 

hygiene 

1.1 

very good 

overall results 

calculated 

overall results 

1.2 

very good 

Outstanding average ratings following MDK inspection of Kursana facilities (status: February 2012) 

survey of 

residents 

1.1 

very good 

47

48 


Important Survey Feedback from Relatives 

An important component of the quality 

offensive is the surveys of relatives which are 

carried out at Kursana on our own initiative. 

Residents’ relatives play an important role; 

they are frequent visitors and their opinion of 

the Kursana facility and their suggestions are 

essential. In addition, they have a great deal 

of background knowledge about their relative 

and can provide valuable information on their 

biography and their preferences. This feedback 

helps us to optimize nursing, care and 

therapy services for all residents. 

A survey of relatives is carried out regularly, 

every two years in all Kursana Domizil and 

Residenz facilities. The questionnaire is 

several pages long and covers topics associated 

with nursing and care, accommodation, 

catering, laundry and cleaning, the range of 

therapy and cultural events and personnel. 

Kursana Survey of Relatives 

Care 

Laundry 

Nursing 

Cleaning 

Survey Topics 

Scientific Expertise Aids Quality Assurance 

To improve the quality of the survey and to 

ensure professional evaluation, this quality 

control project is carried out in cooperation 

with the department of nursing science at the 

University of Osnabruck headed by Dr. 

Hartmut Remmers. The consultants, Homburg 

& Partner also provide conceptual 

support and comprehensive, professional 

reporting. External implementation and 

evaluation by an independent organization is 

important to ensure that the highest standards 

of scientific quality are maintained. 

Kursana is currently taking part in three 

scientific studies including a prevalence study 

by Dr. Theo Dassen of the institute of medicine/ 

nursing science at the Charité hospital 

in Berlin and an international geronto-linguistic 

study at the Kansai Medical Univer sity in 

Osaka/Japan. Operations at the nursing and 

care facilities benefits from the results of the 

studies and of the surveys. 

Accommodation 

Range of therapy and 

cultural events 

Catering 

Personnel

Security: Protecting our 

Clients’ Assets 

Alarm Receiving Center Complies with New 

EU Norms 

In March 2012, Dussmann Service started up 

operations at the new Alarm Receiving Center 

(ARC) in Gardelegen, Saxony-Anhalt. It 

complies with the new EU norm DIN EN 

50518 which came into force in September 

2011 and reflects the most recent recognized 

standards of technology for alarm coordination 

and connection of security systems to 

alarm centers. Dussmann Service is one of 

the first German service providers to operate 

such an alarm receiving center. 

The center is connected to security systems 

at sites under contract. These are monitored 

and when necessary, intervention is initiated. 

Dussmann Service alarm receiving center: comprehensive 

security monitoring at clients’ sites 

The norm regulates the connection of the 

following security systems: 

emergency call systems/elevator emergency 

intercoms 

intrusion and robbery alarms 

access control systems 

video monitoring systems 

audio and video communication systems 

monitoring systems for personnel 

telecommunications monitoring system 

Dussmann Service also has clients in other 

European Union countries and alarm receiving 

center personnel receive training in 

English. The AES is manned by qualified and 

specially trained staff 24 hours a day. 

Our Clients Benefit from Maximum 

Availability 


When companies connect to the Dussmann 

Service alarm receiving center which conforms 

to EU norms, they enjoy a number of 

benefits. When security systems are connected 

to the ARC, liability for damages is 

excluded as insurance experts and courts 

always orient themselves to minimum standards 

of security. Clients benefit from the 

97.94 percent availability prescribed by the 

EU norm which is continuously measured, 

documented and annually certified. An 

independent emergency power supply 

guarantees consistent operations. 

49

50 


Electronic Guard Tour Control Systems for 

Complete Documentation 

Dussmann Service deploys electronic guard 

tour control systems which document monitoring 

and locking patrols. Contrary to 

traditional devices, these modern systems 

generate real time documentation of patrols 

as well as reports, documentation and 

evaluation of all irregularities and incidents. 

They not only ensure complete, manipulationsafe 

documentation but also make a contribution 

to careful use of resources. The client 

can be given access to the system and the 

information it generates. 

Traditional documentation procedures include 

printout of data; today, data is made available 

to the client in digital form. This substantially 

reduces paper consumption and fuel is also 

saved as data does not need to be transported 

to the sites. The result is a corresponding 

reduction in CO 2 emissions produced 

by security services. 

Digital Logbook Contributes to Resource 

Savings 

Dussmann has developed a digital logbook, 

an internet application that allows personnel 

to generate online reports and information 

and to send it to predetermined recipients. 

On request, our clients are given access to 

the system. 

Comprehensive Security by Dussmann Service 

The digital logbook was created by 

Dussmann Service, independent of software 

developers. It is secured against manipulation 

and can be adjusted to the individual 

needs of each contract. The digital logbook 

makes a contribution to resource savings 

through online processing of information and 

reports and email correspondence which 

save paper and printing ink.

Dussmann KulturKindergarten: 

the Added Extra for Attractive 

Employers 

In 2011, the Dussmann Group extended its 

scope of activities to child-care under the 

brand name Dussmann KulturKindergarten 

and now operates in-house corporate childcare 

facilities in Germany. There are currently 

two facilities: at the accident hospital UKB in 

Berlin and in Wetzlar, Hessen at the Lahn-Dill 

clinics. 

A Bi-Lingual Approach and Long 

Opening Times 

The bilingual approach is innovative and is 

made possible by the high proportion of 

educators who are native speakers of English. 

Facilities also focus on art and culture, with 

local cooperation partners such as music 

schools, theaters, museums and libraries. 

Children are accepted from the age of eight 

weeks to six years and facilities are not only 

open to the children of employees but also to 

local residents. All parents pay for child-care 

at the usual local rates according to the childcare 

voucher system. 

The child-care facilities have exceptional 

opening times – the longest in Germany. They 

are open up to 24 hours a day, 365 days a 

year based on the wishes of the parents who 

mostly work shifts. They have the opportunity 

of visiting their children during breaks and the 

family’s daily planning benefits from the huge 

flexibility that facilities make possible. 

Dussmann Takes Care of All Details 

Dussmann places special emphasis on 

detailed examination of the initial status and 

on a close cooperation with its clients; a 

number of needs analyses and staff surveys 

Opening of the first Dussmann KulturKindergarten at the 

UKB hospital in Berlin 

Opening Times: 


Days a Year and Up To 24 Hours 

are carried out. When the decision to establish 

child-care facilities has been made, 

Dussmann takes care of all of the details: 

from clarification of state requirements and 

contact with the authorities to application for 

subsidies, identification of suitable premises 

and development of a tailor-made pedagogical 

concept to personnel recruitment and 

application for the operating license. 

“Dussmann KulturKindergarten facilities 

are a contribution to equality. To 

achieve equality, it is much more 

important to find a balance between 

work and family to than to impose a 

quota for women.” 


51

52 

“Every market has different 

technological challenges: we 

work on keeping our services 

a step ahead, in international 

markets too.” 

Benjamin Weßendorf, 

Director Cleaning International

ISO 14001: 

Confirmation of a Functioning 

Environmental Management 

System 

Certification according to ISO 14001, which 

is valid for all of the larger Dussmann Group 

subsidiaries provides a sound foundation for 

the company’s comprehensive and effective 

environmental management system. 

The definition of the company’s environmental 

policy in respect of operational activities and 

products by executive management is a 

component of management norms. This 

takes not only applicable environmental 

legislation and regulations into consideration 

but also ensures that services are continuously 

improved in terms of environmental 

impact. Important features are comprehensive 

documentation of environmental targets 

and the inclusion of all members of staff who 

are involved. 

Dussmann has appointed internal environmental 

officers who bear the responsibility for 

implementation of targets and compliance 

with requirements. They function as the 

contact person for all environmental issues 

and prepare a regular evaluation of environmental 

data. 

Based on general corporate 

environmental objectives, the 

company regularly sets new 

targets. 

Environmental Protection – Lighthouse Projects and Norms 

Environmental Protection – 

Lighthouse Projects and Norms 

We take on the responsibility of protecting the natural fundament of life. 

The continuous improvement of our procedures and processes is therefore 

one of the most important tasks at Dussmann. 

Dussmann Service Germany – Environmental Targets by 2014 

Companywide: 

Catering 

Cleaning Services 

Technical Services 

Security Services 

Reduction of fuel consumption by 10 

percent through staff training and deployment 

of vehicles with alternative drive 

10–15 new electrical vehicles in Germany 

30 percent of total fish consumption from 

MSC-certified sources 

Consistent, universal processing of used 

cooking oils and fats by contractors to 

produce energy 

20 percent increase in reuseable packaging 

10 percent reduction of wet waste 

Use of eggs and egg products exclusively 

from barn systems 

Introduction of CO 2 labeling on menus 

(as an alternative to calories) 

30 percent reduction of CO 2 emissions 

through introduction of one-step mopping 

at Kursana facilities 

Reduction of electricity consumption by 

20 percent through the deployment of 

innovative cleaning machines 

Reduction of energy consumption by 10 

percent through training to raise the 

awareness of security staff 

Reduction of paper consumption through 

the introduction of the digital logbook in 

30 percent of security operations. 

Reduction of environmental impact 

through exclusive use of rechargeable 

batteries in equipment 

53

Lighthouse Environmental 

Projects 

Dussmann places importance on concepts 

for careful use of resources at all of its 

locations und emphasizes this with numerous 

pilot and best practice projects across the 

entire company: 

Energy Savings at Dussmann das 

KulturKaufhaus 

Since the end of 2011, fresh fiber paper has 

been replaced with 100 percent recycling 

paper in offices. This reduces the amount of 

water and energy in production by half and 

CO 2 by approximately 400 kilograms each 

year. 

Carrier bag manufacture from recycled PET bottles 

At the same time, our carbon footprint was 

reduced from the life-cycle perspective by 

replacing paper hand towels with hot-air 

hand dryers in the customer toilets. In comparison 

to costs of 2,800 Euros per year for 

paper hand towels, energy costs for the 

operation of hot air hand dryers are only 

92.40 Euros per year. 

Long-life lighting is used which reduces 

operational costs and increases environmental 

compatibility as less hazardous substances 

are involved. One important area of 

deployment is the display windows where 

long-life lighting which is highly florescent 

and recyclable is now deployed. 


Water and Energy Consumption Through 

Utilization of Recycling Paper 

As early as 2010, KulturKaufhaus introduced 

carrier bags made of recycled PET bottles 

which are intended for reuse – either for sale 

or, from a specified sales price onwards, 

without extra charge. 

55

56 


“As one of the largest 

service providers in Italy, 

we are committed to taking 

on social responsibility. 

This involves on the one 

hand environmental protection 

through energy 

savings and reduction of 

emissions and on the 

other the provision of the 

best possible work conditions 

for our employees” 

Pietro Auletta, 

Managing Director 

Dussmann Service Italy 

EMAS certification is not 

only a clear competitive 

advantage for Dussmann 

Service Austria in the tender 

process but is also 

corroboration of our environmental 

commitment. 

The investment in certification 

was certainly worthwhile 

and we will continue 

down this path.” 

Günter Oberhauser, 

Managing Director 


Austria 

Dussmann Service Italy: 

Excellent Environmental and 

Social Standards 

Italy is one of the Dussmann Group’s largest 

markets. We employ around 11,000 staff 

there and are one of the largest service 

providers to the public, business and industry 

sectors. Taking on the responsibility that this 

brings and in line with the purchasing requirements 

of our clients, Dussmann Italy promotes 

a continuous improvement process. 

This limits environmental impact and ensures 

compliance with optimum security and 

quality standards. Certification according to 

EN ISO 14001 in 2004 is confirmation that the 

management system functions well in achieving 

environmental targets. Dussmann Italy 

has committed itself to the following improvements: 

Use of recycling materials 

Higher resource efficiency, especially with 

respect to water and energy 

Staff training in energy saving measures 

and environmental awareness 

Cleaning: the exclusive use of environmentally 

compatible, biodegradable products 

Catering: efficient maintenance of nutrient 

content and food quality from production to 

service 

Compliance with high environmental, safety 

and quality standards by all suppliers 

Major Contract Trenitalia: Combined 

Environmental Protection and Quality 

Dussmann Service has been a service 

provider to the Italian state railway, Trenitalia 

since 2009 and cleans 3,000 regional and 

high-speed trains in the south of the country. 

Professional services and excellent personnel 

scheduling have improved quality, generated 

positive feedback from the client and passengers 

and made a significant contribution to 

success as have intensive investment in 

cleaning technology, work clothing in strong 

colors, electrical vehicles, environmentally 

compatible cleaning products, mobile carriage 

washing systems for exteriors and 

biodegradable graffiti remover. In passenger 

surveys in Apulia, 85 percent of those polled 

were satisfied with cleanliness in trains. 

Dussmann Italy has meanwhile expanded its 

environmental activities: this is documented 

by certification according to SA 8000 (Corporate 

Social Responsibility) which guarantees 

that we maintain important social standards 

for example 

exclusion of child and force labor and of 

discrimination 

health and safety 

freedom of association 

compliance with legislation on working 

times 

fair wages 

extension of standards to all business 

partner 

Dussmann Service Austria: 

A Pioneer in Environmental 

Protection 

Dussmann Service Austria was the second 

company in the sector to be awarded the 

EMAS certificate. EMAS (eco management 

and audit scheme) is a voluntary environmental 

management system within the European 

Union which takes requirements far beyond 

those of the environmental norm ISO 14001. 

During the demanding certification process, 

the company was required to disclose the 

impact that its activities have on the environment, 

the measures introduced to protect the 

environment and its environmental targets. 

Dussmann Service expects EMAS certification 

to reduce consumption of 

cleaning products even further, to 

optimize internal processes and 

ultimately, to give a competitive 

edge in proposals to clients who 

are environmentally aware. 

Dussmann Service Austria has long been 

committed to sustainable, environmentally 

compatible operations. All of the company’s 

services – cleaning, technical, security and 

catering services –have been certified 

according to the environmental management 

system ISO 14001 since 2004.

Minimal Water Consumption With Modern 

Scrubber-Dryers 

Current lighthouse projects include the use of 

innovative cleaning machines on selected 

sites. Our Austrian subsidiary works with 

scrubber dryers which use only a spoonful of 

water per square meter. The detergent is 

dosed by means of a foam block which 

gradually dissolves during the cleaning 

process – the method achieves substantial 

savings in water and cleaning product. A 

machine which is even more environmentally 

friendly operates with no detergent at all, only 

water. It can be used on all smooth floor 

surfaces, even where strict hygienic 

regulations apply such as in the hospital 

Barmherzige Brüder in Graz. 


Luxembourg: Award of 

Sustainability Label ESR 

A further pioneer in sustainability is the 

Dussmann Service subsidiary in Luxembourg. 

With more than 2,800 employees, it is the 

seventh largest employer in Luxembourg and 

makes a significant contribution to the local 

economy. The company’s dedication in 

making sustainability a consistent principle in 

all of its operations has attracted both public 

interest and the recognition of the Luxembourg 

chamber of commerce, which awarded 

Dussmann Service the ESR label (Entreprise 

Socialement Responsible) - an award presented 

to businesses demonstrating exemplary 

commitment. 

Recognition of Personnel 

Dussmann Service was the first service 

provider to be awarded this certification in 

2011. Operations are subject to examination 

according to around 400 economic, environmental 

and social criteria. Responsibility for 

personnel development takes special priority 

and success is measured by personnel 

turnover figures. Around ten percent is 

prescribed in comparison to average turnover 

in the service sector of almost 50 percent. 

New Laundry Saves Energy and Water 

The second test of commitment to sustainability 

is made according to environmental 

criteria. Dussmann Service Luxembourg has 

invested in the construction of a modern 

laundry where textiles from catering, nursing 

and care facilities and hospitals are washed 

– 20 tons each day. With the aid of modern 

heating technology using natural gas, both 

water and energy consumption has been 

substantially reduced in comparison to the 

previous system. 

In comparison to previous drum machines, the present 

laundry tunnel process uses 70 percent less water. 

100 Percent Green Electricity 


Dussmann Service Luxembourg emphasizes 

its environmental commitment by using 100 

percent green electricity at the company’s 

own facilities. The production kitchen has a 

partnership with disposal specialists who 

process organic waste into pellets for energy 

production.. 

Environmentally friendly: Dussmann Service hybrid vehicle 

in Luxembourg 

57 

Sustainability is a central 

theme in all of our 

operations. Protection of 

the environment is just as 

important to us as 

knowing the value of our 

personnel and we are 

happy to receive recognition 

of this through the 

award of the ESR label. 

It’s an important signal for 

our clientele.” 

Jean Paul Neu and 

Angelo Rossi, 

Managing Directors, 


Luxembourg

58 

“I feel comfortable at 

Dussmann because we are a 

modern international company 

with employees from 113 

nations who work together in 

an atmosphere of mutual 

trust.” 

Mai Dang-Goy, 

Managing Director, 

Dussmann Beteiligungs- und 

Managementgesellschaft

Our Suppliers: 

Partners in Sustainability 

We seek cooperation with companies who share our values. 

We share the commitment to consistent improvement. 

In order to achieve our sustainability targets 

we need stable partnerships with suppliers 

who are capable of development. We seek 

companies who share our values, who are 

committed to the improvement of their 

economic, environmental and social records 

and who can document this commitment 

through certification and credible, meaningful 

reporting. 

It is particularly important to us to be able to 

rely on local partners in each region, to 

maintain close contact with clients and to 

keep the number of resources associated 

with long transport routes to a minimum. And 

we go even further. With the help of local 

audits by the individual Dussmann service 

divisions we maintain an overview of our 

partners’ compliance with our supplier 

criteria. 

A Management System 

Which Defines Purchasing 

Requirements 

Supplier selection is regulated by the procedural 

guidelines “environmentally compatible 

purchasing” contained in the Dussmann 

Group Integrated Management System. The 

following principles apply to the purchase of 

materials and consumables: 

assessment of products for environmental 

compatibility and biodegradability 

step-by-step replacement of environmentally 

hazardous substances with more 

environmentally compatible products (for 

example with a lower water hazard classification) 

observance of packaging regulations 

including reusability and recyclability of 

packaging 

Criteria for supplier selection include the 

following: 

environmentally friendly production (foods 

and non-foods) 

short transport routes 

selection procedure using a detailed 

assessment questionnaire 

Our Suppliers: Partners in Sustainability 

59

60 


Detailed Questionnaire for 

Assessment of Suppliers 

The assessment questionnaire was extended 

in 2011 to include all factors of sustainability 

and was applied by the central purchasing 

department in Germany to take stock of all 

suppliers. It includes examination, for example, 

of whether a partner’s management 

system is certified, maintenance of social 

standards, use of environmentally friendly 

raw materials and products which are labeled 

as such and other measures to improve 

carbon footprint. 

The results of the survey showed no significant 

deviation from requirements for any of 

our suppliers which would have resulted in a 

removal from the listing. 

Joint project: Dussmann cleaning products 

developed by DR.SCHNELL 

Close Partnerships for Even 

More Client Orientation 

On the basis of long-term relationships of 

trust, many Dussmann suppliers are also 

partners in development. Together, we create 

innovative product ideas which not only meet 

high standards but also answer the growing 

expectations of our clients. 

DR.SCHNELL 

Cooperation with our supplier, DR.SCHNELL, 

who is certified according to EMAS and 

RAL-GZ for high-quality, professional cleaning 

products, is an excellent example of this 

type of strategic approach. The partnership 

with Dussmann Service Germany has 

resulted in a number of successful projects: 

Dishwashing Detergent: Simpler Transport 

Reduces CO 2 emissions 

Compact DR.SCHNELL dishwashing detergents 

are concentrated products in powder 

form which generate significantly lower 

transport costs. The associated reduction in 

CO 2 emissions is around 46.4 percent. The 

volume of waste is reduced by about 56.6 

percent. 

Dosage Technology Reduces Consumption 

of Cleaning Products 

The deployment of dosage technology to 

prevent overdosage is vital. Minimal consumption 

correlates with minimal environmental 

impact and this can be achieved 

without comprising cleaning standards. A 

total of 747 dosage devices have been 

installed in Dussmann Service operations. On 

the assumption that dosage technology 

lowers overdosage by 20 percent, its deployment 

reduces the consumption of cleaning 

products by 24,602 liters.

Training for 6,000 Dussmann Employees 

In addition to the selection of the appropriate 

cleaning product and dosage technology, 

personnel know-how is an important factor in 

cleaning operations. In 2011, over 6,000 

employees took part in structured training 

programs on procedures and associated 

environmental aspects. Training reduces 

material damage, excessive consumption 

and accidents. 

Increased focus on sustainability in operations, 

a Dussmann Service target, is also a 

common target in the cooperation with DR. 

SCHNELL in 2012: 

Use of Products Which are Easy on the Skin 

and the Respiratory Tract 

In future, only products which are especially 

kind to skin and do not cause respiratory 

problems will be deployed at Kursana facilities. 

Dussmann Service uses the SENSITIVE 

range from DR.SCHNELL. These products 

have been tested by the Germany Allergy and 

Asthma Association (DAAB) and are recommended 

for “sensitive” operations such as 

nursing or child-care facilities. 

Berendsen Group 

The partnership with the Berendsen Group, a 

leading producer of textiles and supplier of 

work clothing to the Dussmann Service 

security division, is an excellent example. 

Work clothing must fulfill special standards as 

it is worn by personnel for entire shifts both 

indoors and outdoors. 

The work clothing delivered by Berendsen is 

made of a high-quality modern cotton-blend 

fabric produced by a European brand manufacturer. 

Only fabric which complies with the 

Oeko-Tex standard 100 is used. This certification 

ensures compliance with scientifically 

determined limits on hazardous substances 

and standards of ecological safety. Exhaustive 

quality testing for durability has also been 

carried out. 

The company is outstanding for its social 

commitment. Berendsen is a member of the 

United Nations Global Compact and undertakes 

to comply with recognized principles of 

human rights, working conditions, environmental 

protection and anti-corruption. 

Dussmann work clothing is subject to stringent standards 


61

62 

“At Dussmann we are happy to 

take on responsibility for 

people and for society. In all of 

the countries where we have 

activities.” 

Olga Karimova 

General Manager 

Peter Dussmann Vostok 

Novosibirsk, Russia 

Manager of the Year 2011 in Residential 

Facility Management

Social 

Commitment 

The Dussmann Group recognizes its social responsibility 

and supports a number of artistic, cultural, scientific and 

educational projects. 

Projects involve close cooperation with a 

number of non-profit organizations. In 2011 

we selected the following projects and 

organizations for specific support. 

Daniel Barenboim, State Opera Berlin 

Promotion of Child Welfare: Innocence in 

Danger 

Innocence in Danger is a worldwide movement 

against sexual abuse of children, 

particularly in the form of child pornography 

in the new media. 

In May 2011, Catherine von Fürstenberg- 

Dussmann presented a donation to association 

president Stephanie zu Guttenberg. In 

addition, Dussmann das KulturKaufhaus 

provided the location for the launch of the 

book “Im Netz”. The book by qualified 

psychologist Julia von Weiler is a wake-up 

call to parents and other caregivers and gives 

practical advice on how to protect your 

children. 

State Opera Unter den Linden: A Topic Close 

to Peter Dussmann’s Heart 

The topic of the urgently needed refurbishment 

of the state opera building on Unter den 

Linden has always been close to Peter 

Dussmann’s heart. As a member of the 

association Freunde und Förderer der Staatsoper 

he joined many other friends of the arts 

in promoting this project. In 2004 he took on 

chairmanship of the association but was 

forced to give up the position due to ill health. 

The Dussmann Group continues to be represented 

in the association’s board by Dr. 

Meyer. 

In 2011, support was given, not only in the 

form of association membership but also 

through payment of rent, office services and 

mail costs. A donation of the sales generated 

at Dussmann das KulturKaufhaus on a 

Sunday open for trading was also made. 

German-American Friendship 

The association, Atlantik-Brücke e. V., 

founded after the Second World War, continues 

to promote good transatlantic relationships. 

The association comprises of around 

500 invited members from business, politics, 

science and the media. As a member, 

Dussmann promotes conferences, study 

groups and lectures. The Dussmann Group 

also supports the American Academy in 

Berlin. 

Social Commitment 

“I hope to see a commitment 

in the capital of 

Berlin which has its roots 

in pride for the city’s 

cultural heritage. Every 

Euro that goes toward 

returning the Linden 

opera to its former glory 

counts. Our principle is 

not simply to consume 

state-subsidized culture 

but to make a contribution 

to maintaining it.” 

Peter Dussmann on the 

State Opera Unter den 

Linden in Berlin 

63

64 Social Commitment 

The Future of the Capital City 

Dussmann is a member of the foundation 

Stiftung Zukunft Berlin which brings together 

personalities from the worlds of business, 

culture, science and politics to discuss future 

issues affecting the capital city of the federal 

republic of Germany. The foundation initiates 

projects, coordinates a number of private 

initiatives and provides them with a public 

platform. The objective is to ensure that 

public issues are not determined by politics 

alone and to strategically improve the quality 

of decisions which affect the city. 

Sponsoring of Young Euro Classic 

Young professionals from all over the world 

perform at the festival in the Konzerthaus in 

Berlin. Not infrequently, one of these youth 

orchestras is where their careers take off. 

Under the leadership of world-class conductors 

and working together with famous 

soloists, they gather international stage 

experience. In 2011, a total of 1,400 musicians 

aged between 13 and 28 years gathered 

from all over the world. Following 2010, 

this was the second time that Dussmann 

sponsored the event. 

Libraries for Child-Care Facilities 

In 2011, the Dussmann Stiftung sponsored 

libraries for children for the second time. 46 

libraries were delivered to child-care facilities 

all over Germany and in other German-speaking 

countries. The libraries-on-wheels are 

packed full with around 100 story, reference 

and drawing books for children of different 

ages. 


initiated the project: “Children and their 

cultural education are important to me and to 

the Dussmann Stiftung. Children gain cultural 

insights though reading and it inspires the 

imagination. At Christmas too, books are 

always welcome”. 

A Main Attraction: the Egyptian Museum 

in Berlin 

Dussmann sponsors the Egyptian Museum in 

Berlin. The impressive collection includes 

masterpieces from many different epochs of 

Dussmann is involved in the preservation of valuable 

cultural objects e.g. at the Egyptian Museum in Berlin 

ancient Egypt: statues, reliefs, small artworks 

and monumental Egyptian architecture 

document the period from 3000 B.C. to the 

times of the Romans. 

“The Egyptian museum and the papyrus 

collection of the state museums of 

Berlin are supported by the Dussmann 

Group in their objective of restoring 

endangered artworks for display in the 

Neues Museum using appropriate 

display technology. For example, two 

significant ancient Egyptian wall paintings 

which had been missing for some 

time were returned for permanent 

display during the Lepsius exhibition in 

2011. The painstaking restoration 

currently being carried out on architectural 

fragments for the coming Nofretete 

100th jubilee exhibition is possible only 

due to the sponsorship of the 

Dussmann Group. Not only are the 

personnel of the Egyptian museum but 

also the visitors to the Neues Museum 

grateful for this generous support”. 

Prof. Dr. Friederike Seyfried, 

Director, Egyptian Museum Berlin

Exhibition in Charlottenburg Palace 

Dussmann is one of the sponsors of the 

permanent exhibition displaying Prussian 

crown insignia and the treasures of the 

Hohenzollern silver chambers. The foundation 

of Prussian Palaces and Gardens opened 

the collection to the public in 2010. It consists 

of over 600 exhibits spread across 300 

square meters in Charlottenburg palace. 

Fairy Tales for Old and Young 

The association Märchenland e. V. promotes 

the tradition and literary genre of fairy tales, 

legends and story-telling and organizes 1,500 

events across Europe for children and adults 

each year. Their objective is to perpetuate 

fairy tales as a part of global cultural heritage 

and celebrities from the worlds of politics, 

business and the media are encouraged to 

get involved in cultural projects for children 

and young adults throughout Germany. The 

prize “The Golden Pea” honors those who, 

like the heroes of fairy tales, promote the 

common good. Dussmann sponsored the 

prize award event and Catherine von Fürstenberg-Dussmann 

presented the award to Gail 

Halvorsen, an American military pilot who 

flew in the Berlin airlift during 1948/49. 

Musical Competition at Carl Philipp Emanuel 

Bach Music High School in Berlin 

A prominent jury presided over a competition 

involving 24 students aged 11 to 18. The 

eight winners received the opportunity of 

recording a CD in a recording studio, now 

available in the classic department of the 

KulturKaufhaus. Dussmann also organized a 

prize-winner concert when each presented 

their award-winning performance on 

the Kultur Bühne stage at Dussmann das 

KulturKaufhaus. 

Support for the Bach Archive in Leipzig 

The Bach archive in Leipzig is a musical 

competence center at the place where 

Johann Sebastian Bach spent most of his 

career. Its purpose is to research the life, 

work and history of the extensive musical 

Bach family and to maintain and communicate 

its heritage. According to the Federal 

Government’s representative on culture and 

media, it is one of the “most important state 

cultural institutions” in the new federal states. 

The donation by Dussmann was used to 

purchase a work by Bach copied by one of 

the master’s students. 

Bach Archive Leipzig ©Jens Volz 

We are happy to hear about new projects. Please direct your request to the department 

responsible at verantwortung@dussmann.de 

Social Commitment 

65

66 Appendix 

Editorial Information 

The information in this report has been 

gathered with utmost care from a number of 

sources. To the best of our knowledge, all 

information, figures and dates contained in 

this report correspond fully with the truth. 

However, no liability is accepted for errors 

and omissions. 

Abbreviations 

A.I.S.E. Association Internationale de 

la Savonnerie, de la Détergence et des 

Produits d’Entretien 

ARC Alarm Receiving Center 

AG Aktiengesellschaft 

BDWS Bundesverband Deutscher Wach- und 

Sicherheitsunternehmen 

ca. circa 

CO 2 

carbon dioxide 

DEHOGA Deutscher Hotel- und Gaststättenverband 

DIN EN German Norm Institute/ European norm 

DSD Dussmann Service Deutschland 

e. V. eingetragener Verein / registered association 

EMAS Eco-Management and Audit Scheme 

ESR Entreprise Socialement Responsable 

FSC Forest Stewardship Council 

GEFMA German Facility Management Association 

HACCP Hazard Analysis and Critical Control Points 

ISO International Organization for Standardization 

kcal. Kilokalorien 

KGaA Kommanditgesellschaft auf Aktien 

MDK Medizinischer Dienst der Krankenversicherung 

/medical service of the health insurances 

MSC Marine Stewardship Council 

OHSAS Occupational Health and Safety Assessment 

Series 

PVC Polyvinyl Chloride 

RAL-GZ Confirmation of excellence by the insitute 

Deutscher Institut für Gütesicherung und 

Kennzeichnung 

TÜV Technischer Überwachungs-Verein 

VDI Verein Deutscher Ingenieure 

References 

1 Source: Die Familienunternehmer – ASU e.V. 

2 Source Döblin study 2010 

3 Federal Ministry of Environment, Conservation and 

Reactor Safety 

4 Source: Statistisches Bundesamt/Bundesinstitut 

für Berufsbildung (2010) 

5 Federal Ministry of Labor and Social Security(2011) 

6 In security services operations, regional, state-specific 

minimum wage agreements apply (status 2012): 

Federal State Euro 

Baden-Württemberg 8.75 

Bayern 8.28 

Bremen 7.33 

Hamburg 7.31 

Niedersachsen 7.38 

Nordrhein-Westfalen 8.09 

Hessen 7.63 

Rhineleand-Pfalz, Saarland, 

Schleswig-Holstein 7.00 

Berlin 7.00 

Brandenburg 7.00 

Mecklenburg-Vorpommern 7.00 

Sachsen 7.00 

Sachsen-Anhalt 7.00 

Thüringen 7.00 

7 status 2011 

8 status 2012 

Contact for further information 

on sustainability: 

Jan Flaskamp 

Head of Communications 

Dussmann Stiftung & Co. KGaA 

Friedrichstraße 90 

10117 Berlin 

Fon +49 (0) 30 / 20 25 25 26 

Fax +49 (0) 30 / 20 25 25 40 

Email: ecosystem@dussmann.de

Certification of Dussmann International Subsidiaries 

Country 

ISO 9001 

Quality 

Management 

ISO 14001 

Environmental 

Management 

OHSAS 18001 

Health & Safety 

Management 

ISO 22000 

Food Safety 

Management 

Austria X X X SCC**, EMAS 

Bulgaria X X X X 

China X 

Czech Republic X X X X 

Estonia (Kursana) X 

Germany X X X 

Hong Kong X X X 

Hungary X X X X 

Italy X X X 

Latvia X 

X 

+ ISO 22005 

retraceability 

Lithuania X X X X 

Luxembourg X X X 

Poland X 

X 

(autumn 2012) 

X 

(autumn 2012) 

Romania X X X X 

Russia 

Slovakia X X X 

Switzerland X 

UAE X X X 

UK X 

Vietnam X 

Group Certification 

X 

Appendix 

Other 

ISO/IEC 27001 

(Information security 

management) 

SA 8000 

social 

responsibility 

Safe Contractor, 

Contractors 

Health & Safety 

Scheme (CHAS) 

67

Publisher’s Details 

Future in Our Hands – 

The Dussmann Group Corporate 

Responsibility Report 2011/2012 

Publisher 


Friedrichstraße 90 

10117 Berlin 

Fon +49 (0) 30 / 20 25 - 0 

E-Mail: hotline@dussmann.de 

Responsible according to German media legislation 

Jan Flaskamp 

Editorial Responsibility 

Dussmann Group 

Editorial Deadline: 27.4.2012 

Design and Consulting 

Nur Baute GmbH Berlin 

Photographs 

Peter Eichler, Leipzig 

Printing 

Print Produktion Laube GmbH Berlin

Future in Our Hands - Dussmann Group

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