Download the Corporate Citizenship Review 1999 ... - SABMiller

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Building the Bonds (CONTINUED) Customers BUILDING RELATIONSHIPS SAB provides branded products and services of consistent and uncompromising quality and value, to meet the needs and standards of our consumers and industry customers worldwide. As an international brewer, SAB prizes its relationships with customers, knowing that the Company’s success is based on identifying and meeting their needs more efficiently than its competitors. Customer service is enhanced by infrastructural support in the form of merchandising and credit facilities, and alternative bulk distribution facilities. Across the Group, initiatives are in place for further improvements in levels of customer service. In South Africa, the overall service rating in our beer operations has improved from 71.6 per cent to 74 per cent. Fifty-eight per cent of Beer South Africa’s 12,000 customers rated the division as their best supplier, up sharply from 51 per cent the previous year (the number of customers who rated SAB as their worst supplier rose slightly from 5 per cent to 6 per cent). In Zambia, Mosi Lager retained its status as the country’s preferred beer and the launch of the 340 ml cans has been well received, with demand exceeding expectations. To extend availability, Zambian Breweries created new distribution channels and opened a depot in Livingstone. In February 1999, the company acquired Northern Breweries plc, located in the Copperbelt city of Ndola. Being the only other brewery of significance in Zambia, this acquisition strengthens the company’s ability to effect further distribution synergies and to benefit from the eventual economic upturn. Nile Breweries completed an expansion programme during the year to increase capacity from 180,000 crates per annum to 500,000 crates or 720,000 hectolitres. The programme centred around increasing brewing, storage and fermenting capacity at a cost of over US$14 million (R82 million). In Poland, the Lech and Tyskie breweries were merged to form a national operation, Kompania Piwowarska, AS AN INTERNATIONAL BREWER, SAB PRIZES ITS RELATIONSHIPS WITH ALL OF ITS CUSTOMERS. THE CASTLE BREWERY IN KENYA MAINTAINS CLOSE RELATIONS WITH ITS DISTRIBUTORS. in which SAB International holds an effective 67 per cent. The new entity, with a unified management structure and integrated sales and distribution systems, is well placed to expand its reach more rapidly, provide quality customer service and maximise cost synergies. A sophisticated telecommunications call centre, Infoline, for customers and consumers was recently introduced and has been well utilised. PAGE TWENTY
Small-drop deliveries play an important role in the distribution cycle. A pilot project being undertaken by Beer South Africa is testing Hackney trucks for this purpose. These three-seater Mercedes-Benz diesel trucks can handle eight pallets (1,360 cases). As most small-drop customers only need between 30 to 40 cases, the Hackneys can make several deliveries per trip. The truck’s design makes loading and offloading more efficient and less time consuming. TRAINING Customer liaison In South Africa – where the informal market continues to grow – Beer South Africa sales representatives now have sophisticated hand-held computers, which provide important management information for owners of small outlets. Southern Sun spent over US$170,000 (R1 million) on five different customer service programmes. In addition to ongoing guest satisfaction surveys, Southern Sun has invested in a number of • INNOVATION ▪ SAB AIMS FOR CONTINUOUS research initiatives to establish satisfaction levels, market positioning IMPROVEMENT AT ALL LEVELS IN THE GROUP BY and usage and attitude studies. In an innovative step, Southern Sun ENCOURAGING EMPLOYEES TO BE CREATIVE, INNOVATIVE put its commitment to service in the spotlight by placing cards in AND OPEN TO NEW IDEAS. each of 12,600 rooms advising guests that if they were dissatisfied, they could contact a Southern Sun executive director immediately by telephone (directors rotate the duty). This ensures that guests have instant access to top management, while management is kept informed of any issues that need to be addressed at individual hotels. Southern Sun’s attention to the quality of its hotels and services is reflected in a number of global awards received during the year. The Bass Hotels & Resorts Worldwide Quality Excellence Award, IN ITS COMMITMENT TO SERVICE EXCELLENCE, SOUTHERN SUN PROVIDES THEIR GUESTS WITH TELEPHONE ACCESS TO TOP EXECUTIVE MANAGEMENT. BEER SOUTH AFRICA IMPLEMENTED THE USE OF HAND-HELD COMPUTERS THAT ENABLE DRIVERS TO INVOICE CUSTOMERS ON SITE. which evaluates all aspects of operations, premises and customer service, was given to Holiday Inn Johannesburg International Airport, Holiday Inn Garden Court Wilderness and Holiday Inn Garden Court Sandton City. The airport hotel also received a Modernisation Award following its US$4.3 million (R25 million) upgrade. Southern Sun received an award for outstanding service from the Association of South African Travel Agents for the ninth consecutive year. PAGE TWENTY-ONE CORPORATE CITIZENSHIP REVIEW
Page 1 and 2: SOUTH AFRICAN BREWERIES plc C ORPOR
Page 3 and 4: Corporate Highlights DURING THE PAS
Page 5 and 6: Other Beverages The Other Beverages
Page 7 and 8: • Providing service excellence in
Page 9 and 10: In addition, the SAB Group was the
Page 11 and 12: ACCOUNTABILITY AND AUDIT Internal F
Page 13 and 14: Our Company Values, as listed below
Page 15 and 16: REMUNERATION POLICY SAB evaluates j
Page 17 and 18: Training Institute During the year,
Page 19 and 20: GROUP INITIATIVES In South Africa,
Page 21: Healthcare facilities Occupational
Page 25 and 26: esponse from the market. Beer South
Page 27 and 28: two years, it was being widely expo
Page 29 and 30: was dumped as waste or inefficientl
Page 31 and 32: KICK START The Kick Start programme
Page 33 and 34: Appletiser has run the Sunnyside Da
Page 35 and 36: patrons with problem-gambling tende
Page 37 and 38: All breweries have programmes to mi
Page 39 and 40: the highest South African standards
Page 41 and 42: Dreher has prioritised the establis
Page 43 and 44: The cash value added per employee a
Page 45 and 46: SOUTH AFRICAN BREWERIES plc C ORPOR
Page 47: South African Breweries plc REGISTR

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