WoolWorths holdings limited 2013 good BUsiness JoUrneY report

SETTInG out
The following spread illustrates our stakeholder engagement programme in more detail:
STAKEHOLDER
WHY WE
ENGAGE
HOW WE
ENGAGE
WHAT WE
ENGAGE ON
HOW WE HAVE
RESPONDED/
ADAPTED
Our customers
To become a more
customer-centric
business, aligning our
products, services and
formats to meet our
customers’ needs.
To enhance the
Woolworths brand; and
thereby grow revenue.
Enhance our customer
segmentation models.
Drive new opportunities.
Increase our customers’
awareness and
understanding of
sustainability issues
and our Good Business
Journey.
Advertising.
In-store communication
and campaigns.
Woolworths website.
Social media (288 868
likes on Facebook and
80 717 followers
on Twitter).
Customer service
centre.
Focus groups and
surveys.
WRewards loyalty
programme
(3 million card holders).
67% of spend tracked
through our rewards
programme.
MySchool MyVillage
MyPlanet fundraising
programme (808 000
active supporters).
Product value
and choice.
Service.
Rewards.
Supply chain
transparency.
Key sustainability
issues.
Our Good Business
Journey, specifically
our commitment
to ethical and
environmentally
responsible sourcing,
such as our Farming
for the Future 1 and
Fishing for the
Future 2 programmes,
animal welfare 3 ; and
opportunities for active
engagement,
such as recycling .
Ongoing product
development and
innovation.
Business focus on
key issues: product
availability, choice
(e.g. bigger sizes),
value, packaging, store
location and service.
Adopting methods
of communication
to meet customer
preferences
(e.g. increased
social media).
Investment in upgrading
the online experience.
Increased focus on the
life cycle management
of our products,
including end use
of products.
Increased offering of
products with ethical
and environmental
attributes, without
an increase in price.
Implementation of
in-store and Engen
recycling facilities.
Our employees
To share relevant
information and get
input and feedback.
To develop a highperformance
organisation.
To enable access
to recognition,
development
opportunities, good
working conditions
and competitive
remuneration.
Increase employee
awareness and level
of understanding
of sustainability
issues and our Good
Business Journey.
EXCO talks and blog.
Intranet and e-mail.
Shoptalk magazine.
Store communications.
GBJ Champ workshop
and newsletters
(see page 29).
Let’s Talk team
meetings.
Let’s Ask employee
opinion survey.
Focus groups.
Diversity committees
across the business.
Business strategy,
developments and
performance.
Reward and recognition.
Training and
development.
Employee wellness.
BBBEE and
transformation.
Key sustainability
issues.
Our Good
Business Journey.
Focus on employee
wellness – employee
development,
remuneration and
benefits updated.
Focus on increasing
understanding of
sustainability and our
Good Business Journey.
1 Farming for the Future
can be found on page 65
2 Fishing for the Future
can be found on page 69
3 Animal welfare information
can be found on page 72
2013 GOOD BUSINESS JOURNEY / WHL 21