Danone product: What does that mean for consumers? COMPLY WITH ALL REGULATIONS SAFE TO CONSUME COMPLY WITH ALL REGULATIONS SAFE TO CONSUME COMPLY WITH.

Présentation au sujet: "Danone product: What does that mean for consumers? COMPLY WITH ALL REGULATIONS SAFE TO CONSUME COMPLY WITH ALL REGULATIONS SAFE TO CONSUME COMPLY WITH."— Transcription de la présentation:

1 Danone product: What does that mean for consumers? COMPLY WITH ALL REGULATIONS SAFE TO CONSUME COMPLY WITH ALL REGULATIONS SAFE TO CONSUME COMPLY WITH DANONES BUSINESS PRINCIPLES CONSISTENT WITH AGREED HIGH QUALITY STANDARDS TASTY, NUTRITIOUS & VALUE-FOR-MONEY

2 Align and Make consistent Quality System with consumer expectations Satisfy consumer to build loyalty Satisfy consumer to build loyalty USP Offer genuine health Benefits and keep promises USP Offer genuine health Benefits and keep promises Protect consumer safety and control risks Protect consumer safety and control risks Consumer Expectations Feedback / Continual Improvement Quality Management: Targets / Specifications & operating procedures AIB / HACCP / Traceability / Food Risks management AIB / HACCP / Traceability / Food Risks management Quality system support Quality System A tool to make the business growth

3 Direction CRM C ROUSSILLON Directeur CRM B to C S. JUBAULT Assistante S. CHATILLON Call Center ML. DEVILLERS Internet F. JEUFFROY Internet/Call Center M. DUPORTAL Rewards et BDD S. EMERIAU Rewards / BDD S. CLOUARD Magazine DANOE PA. FANTUZZI Etudes P. PIQUERAS Achat A. NETANGE DSI Interface BUInterface BU LU D FR DEF Bledina Externalisation SitelNurun + IBM AcxiomAg Publishing Hachette Wunderman: Conseil / Reward Secodip Nielsen Ipsos

4 Amérique du Nord 39 Sites/59% Amérique Latine 10 Sites/7% Europe 27 Sites/31% Asie Pacifique 4 Sites/3% * Inde * Jamaïque * Panama * Monterrey * Localisations Offshore * Nouvelle Zélande * Canada * Maroc SITEL – lActeur Global SITEL gère 2 millions de contacts par jour pour plus de 300 clients dans 25 langues

5 Italy Positions Milan200 Maroc Positions Casablanca300 Allemagne Positions Krefeld540 Dessau286 Site Client 53 Irlande Positions Dublin328 UK Positions Kingston upon Thames 535 Moor Park500 Newcastle upon Tyne448 Stratford upon Avon290 Pinner 33 On client site150 Espagne Positions Barcelone225 Séville235 Madrid - Retama732 Madrid - S Fernan525 Alcobendas332 Site Client255 France Positions Paris452 La Rochelle600 Site Client 93 Danemark Positions Copenhague 50 Portugal Positions Lisbonne117 Pays-Bas Positions Eindhoven349 Belgique Positions Brussels558 Suisse Positions Orebro229 Site Client 9 Europe 11 pays - 27 centres de contacts – 8 550 positions

6 Satisfaction Globale Objectif de satisfaction du consommateur : 80 % à 85 % des contacts. La moyenne SITEL est de 71% de satisfaction globale sur 2003. Moyenne période mesurable 73.4%

7 System for key performance Indicators VOCu Voice of Customer VOCo Voice of Consumer VOB Voice of Business VOT Voice of Technology KPI

8 Customer/Consumer Relationship Management Voice Of Customer Voice Of Consumer Voice Of Science Voice Of Business Sales admin. Quality CRM Emergency Committee Tele-advisor Sitel Dietician Quality Emergency Committee Food Safety Center Food Safety Quality Regulatory Affairs R&D Quality R&D Level 1 Crisis Level 2

9 Consumer Relationship Management Voice Of Consumer Tele-advisor Dietician Quality Emergency Committee Level 1 Crisis Level 2 Les « opératrices diététiciennes » du Call-Center répondent Les diététiciens du Groupe Danone répondent … dans la journée Le Responsable de la Cellule de crise prend le dossier en main 95% des appels ont une réponse 100% des appels ont une réponse dans la journée Traitement selon le niveau 1 – 2 – 3

10 Concept selection matrix Delivers voice of product quality status into voice of complete product Concept Selection Process Product profile Product Quality Concept Global Key Performance Indicators/ Voice of Customer Precision 8,8 % Receptivity 6,9 % Speed 6,9 % Prev. maint. 6,6 % Training 5,7 % Appl. Support 5,7 % Compl. handl. 4,6 % Quick resp. 4,6 % Rel. Custom. 4,6 % Tech. collab. 4,6 % Vitell 0102030405060 7070 8090100 Vitell 70 7070 KPI system at Danone