Annual Report 2012/13 - Clas Ohlson

High level of service
The level of service is high in stores and for mail order/Internet
sales. Integrated and automated logistics and sales
systems make this possible. The level of service in stores,
which is defi ned as having products available when customers
want them, is more than 97 per cent.
Inventory turnover
Inventories tie up capital, which means that a high inventory
turnover is a key performance indicator. The objective is an
inventory turnover of 6-7 times in the distribution centre.
During the fi nancial year, the inventory turnover in the distribution
centre was 6.9 times, compared with 6.1 times in the
preceding fi nancial year. This means that our entire inventory
is replaced more often than every second month. Improved
inventory management contributed to the higher turnover.
In our stores, inventories mainly comprise products that
are not displayed on store shelves on account of their size,
because they are theft-prone or for some other reason.
Clas Ohlson stores have individual objectives based on
their annual sales.
Satisfied and re-assured customers
Good customer service is central to Clas Ohlson’s business
concept. Our customer service policy is that every
customer interaction will be characterised by respect and
high-quality service. The objective is a satisfi ed customer
following every interaction. During the fi nancial year, we
extended our return/exchange period to 90 days and our
guarantee period to ten years for both store customers and
mail order/Internet customers to provide added re-assurance.
All of our store employees are trained in complaint
handling. We believe that good customer care is a critical
success factor and therefore strive to be even more professional
when we interact with customers.
Motivated, competent and dedicated
employees
During the fi nancial year, we conducted our fourth Groupwide
employee survey. The response rate was 85 per cent
(84), which represents a high level of participation. The survey
was conducted in all of our countries. The Group’s total
result was an ESI (Employee Satisfaction Index) rating of
76 per cent (74), which is highly favourable compared with
other companies. Our employee survey is an effective tool
for improving how we attract, reward and motivate employees
and how we should develop leadership in the company.
Solar charger for mobile devices . Integrated water-resistant
battery, charged via the USB port or solar power. Dual 2x1A USB
charge ports for mobiles or tablets. Compatible with most mobiles
and tablets.
38-5357
Responsibility for sustainable
development
We aim to offer our customers qualitative and affordable
solutions to their practical needs, while also promoting sustainable
development for people and the environment. Clas
Ohlson’s overall environmental objective, together with our
suppliers, is to reduce our CO 2 emissions by 30 per cent per
tonne-kilometre by 2020, compared with 2007. Our customers
should feel reassured that Clas Ohlson’s products are
manufactured under acceptable working and environmental
conditions. The objective is to audit all manufacturers at
least every second year, which has been achieved in recent
years. During the fi nancial year, Clas Ohlson conducted
audits of 409 (617) facilities to verify compliance with our
Code of Conduct.
Number of new products
2,400
2,000 2,200 2,250
2,100 2,100
2,000
Stock turnover rate,
Distribution Centre
10
8
CSR audits
700
600
500
617
1,600
1,200
800
6
4
6.3
6.4
5.4
6.1
6.9
400
300
200
357
444
426
409
400
2
100
0
08/09 09/10 10/11 11/12 12/13
Objective 10-15% new products, corresponding
to 1,500-2,250 new products
0
08/09 09/10 10/11 11/12 12/13
Objective 6-7/year
0
08/09 09/10 10/11 11/12 12/13
Strategic orientation 7