Download the file. - Groupe Seb

33
FUNDAMENTALS
After-sales and repair service, a responsible
approach
For Groupe SEB, supporting our products throughout their entire
lifecycle is an integral part of ensuring the satisfaction of our customers
and consumers, as well as a key factor when it comes to the continuous
improvement of quality. Thanks to a dedicated logistics platform for
accessories and spare parts, the Group has adopted an original policy, which
encourages repair rather than exchange. In order to implement this policy
efficiently, it relies on the centralised management of spare parts for a
widespread network of approved repair centres and for direct online sales.
This enables the Group to gain a global overview of requirements, helping
us to improve quality.
At the same time, customer welcome centres monitor complaints very
carefully to improve service and control costs.
Supporting change
The Group is constantly changing, with new projects, new
perimeters, new developments etc. IT systems play an increasingly important
role in supporting these changes, either by modernising the software
used or by helping to harmonise working methods for the entire Group
to encourage internal collaboration, improve efficiency and reduce costs.
At the same time, in this era of the digital revolution, IT teams are playing
an active role in innovation and are getting more involved at the start of the
process for designing new products and solutions.
S u s t a i n a b l e D e v e l o p m e n t
reSponSible purchaSing:
progreSSing from the charter
to action
"Groupe SEB called upon the services of the SGS Group
to enhance the social and environmental audits of its
suppliers all over the world. Initially, we raised awareness
of this approach amongst Group buyers through a
training programme based on the Groupe SEB responsible
Purchasing Charter. These teams in the field, who
will monitor the implementation of action plans established
as a result of our audits, proved to be highly motivated
during these training sessions. In China, some
suppliers also followed the same training programme.
We began our audits at the end of 2012 in China, Hungary,
Tunisia and India. Groupe SEB's approach to responsible
Purchasing is very comprehensive and well
thought out. I hope that the final results will be positive."
Testimony
Camille Querleu,
France Social Responsibility
Solutions Manager, SGS