Lyreco
 
WORLDWIDE DISTRIBUTOR OF OFFICE PRODUCTS LYRECO SUSTAINABLE DEVELOPMENT PROGRAMME
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Economic Success

A strong supply network, choice of quality products to suit customer budgets and sustainability agendas are essential to remaining profitable which keeps people in jobs.

 
 
 
 
 
 

Delivering Excellence

OUR Economic ACTIONS











Lyreco is built around a core model based on excellence of service

We are committed to delivering an excellent service to
our customers through our sales force, logistics,
distribution and customer service departments.

This means working to exceed all internal targets we
have in place in our business plans on a monthly basis.

We work on many Key Performance Indicators ranging from non-delivered ratio through to the number of credit notes raised.

Some indicators are reviewed daily, whilst others are reviewed monthly through the Senior Management Team meetings.

The Group then reviews an overview document to ensure ‘quality’ performance across the subsidiaries.

Our ISO9001 certified management system ensures that we monitor and measure indicators impacting quality experienced by customers; whilst setting targets to continually improve our performance.

In each subsidiary, a Quality, Security & Environmental Manager is employed at Senior Management Team level to ensure challenge and follow up on any indicator that is not at the targeted level, and to ensure all subsidiaries are certified to ISO9001.  
 
Using feedback methods such as the annual customer satisfaction survey and complaints we are able to implement action plans to rectify any issues arising and spot trends as they start to form.

Excellence is one of the four key values at Lyreco; fanatical attention to detail makes our service best in class.

Working Ethically

OUR ECONOMIC ACTIONS


Our employees and suppliers are required never to accept illegal or unethical practices in our organisation. 


In early 2010 Lyreco launched a new policy for employees and suppliers, named ‘Code of Ethics’.

The aim of the Chief Executive was to ensure that all employees within Lyreco group understood their part in operating ethically in all their relationships within our business.

The Code of Ethics for suppliers outlines the same practices, ensuring that they commit to our values within their supply chains and when working with Lyreco, to ensure that employees are not placed in compromising situations.

The policy was communicated directly to the senior management team of each subsidiary. The communication outlined the importance of the principles included in the Code of Ethics and required a follow up plan for every employee to be made aware of the content. A key feature for employees to be aware of was "raise your concern". This is an anonymous email function that allows employees to raise concerns to a Lyreco committee. 

In order to ensure the application at each step of our business process, a suite of procedures and forms were created to back up the policy.

Those who deal with purchasing follow the procedures when tendering for catalogue product suppliers and for in-house products and services. Working this way we are able to audit application of the Code of Ethics for each and every tender. The audit is carried out by local Quality, Security & Environment auditors, who are trained auditors. 

Application of the Code of Ethics for suppliers is particularly important. Lyreco group commits to the application of International Labour Organisation principles through the signature of the UN Global Compact. These principles are reflected in the Code of Ethics for Suppliers and help to provide a basis for working with suppliers who are as committed as Lyreco to Human Rights; Environment and Legal Compliance in every country in which we or our suppliers operate. 

Electronic Trading

our economic actions

 




Electronic procurement is also key to sustainability.



Our new online solution, has now been developed from a order placing tool to a complex system providing authorisation levels, management information and most recently, documents on demand.

Over the next five years we aim to move as much paper based information as possible, to electronic forms, stream lining in house use of paper in our day to day operations.

We offer a range of solutions from fully integrated systems through to dedicated electronic and static catalogues, managed by a team of specialists.

Our aim, with all of these projects is to reduce the amount of paper and energy used.

Providing Solutions

our community actions
 
 

Assisting customers to meet their internal sustainability or environmental goals is key to Lyreco’s proposition.To this end we provide a range of solutions from toner collection, battery collection, Confidential Shredding (see document), recycling and carbon footprint calculation (depending on the country).

We pride ourselves on offering a range of products with improved sustainability credentials such as Fair Trade, FSC, recycled, recyclable and so on. Management Information based on your spend on these types of product can be provided in order to evidence supply chain or procurement compliance to internal policies.

Lyreco Sales People are trained to find solutions on all aspects of customer’s needs, from the correct type of invoicing solution through to scheduled orders and in some countries, desk-top delivery. 

In providing a wide range of services and products for
business, we are able to reduce carbon footprints and
optimise spend on sustainable product.

Supplier Relationships

our economic actions




 Our employees and suppliers are required never to accept
 illegal or unethical practices in our organisation. 



Management:
At Lyreco we recognise that the way we handle our business relationships has a direct influence on our business performance.

At Group Level, our common product range is negotiated, managed and contracted by our Marketing Executives, accounting for around 70% of the products in our catalogues. At local level our Product Managers select, negotiate and contract the remaining 30%.

They also manage the relationships with the suppliers locally to ensure that the needs of our markets are specifically taken into account. Our teams regularly review our ranges to ensure our catalogue products meet our customer needs, whilst also providing customers the facility to source bespoke items.

Becoming a supplier to Lyreco is not easy. We make commitments to our customers on consistent
product quality, competitive prices and stock availability, therefore our supply base has to be able to guarantee the same commitments to Lyreco. 


Code of Ethics:
In early 2010, to assist in ensuring an ethical relationship with our suppliers, Lyreco introduced the Code of Ethics.

The code defines appropriate and inappropriate behaviours between Lyreco and our supply base; it has to be signed off before any supplier can enter into a tender with us and must also be referenced in any contract signed.




Through this process, Lyreco expresses its commitment to working with a supply base who are also committed to:
  • working within the law in the countries in which they operate;
  • upholding human rights including:
    • banning all forms of forced or bonded compulsory labour;
    • no use of child labour;
    • fighting  discrimination in respect of employment and occupation;
  • Safe and legal employment practices.

Assessment:
We have a common assessment tool across the Group, in the form of the Supplier Performance Improvement Programme (SPIP). It is exercised annually and takes into account whether or not the supplier has ISO14001 and a variety of performance indicators ranging from logistics to regularity of invoicing. Suppliers who fall into the bottom category face being removed from our supply base if they fail to improve their performance the following year.   

Social Auditing

our economic actions



Financial Integrity

our economic actions








As a private group, Lyreco takes pride in providing the highest standard of transparency and reliability for our stakeholders.


This is achieved through the use of a common accounting platform, allowing the group access to all the accounting entries from Head Office.

We are subject to regular audits from Group Head Office to ensure compliance to financial procedures and an external body who is excluded from any consulting function within the Group.  

Common Platform

our economic actions

The Lyreco Group approach ensures our customers benefit from:

  • Expert product sourcing
  • Global buying power
  • Financial security and stability
  • Group expertise and knowledge
  • Single IT platform worldwide
  • Unified Management systems certified to ISO14001 & ISO9001, integrated with Health & Safety to the level of OHSAS 18001
  • Local knowledge, support and service
  • CEO commitment to UN Global Compact

Expert product sourcing and professional account management are underpinned by a group logistics model of both warehousing and distribution.

This enables us to provide a first class service which is the envy of our industry. We operate through a model of National Distribution Centres; distributing to Regional Distribution Centres in some countries.


We pride ourselves on using real people not technology to answer calls and Lyreco employed local labour to staff our centres.

Lyreco's sales force is one of the largest in the industry; worldwide, some 5000 individuals dedicated to provide the highest standards of account management.

Our account base is specialised into specific sectors to ensure our customers are offered the very best account management resource and solutions aligned to customer needs.

Customer Satisfaction Survey (CSS)

OUR ECONOMIC ACTIONS



“Delight our Customers & be Proud of what we do” is part of our
mission statement and is closely aligned to our long-term
commitment to providing a quality customer service through
adherence to the ISO9001 Quality Standard.




The customer satisfaction survey, performed in all subsidiaries, is one of a number of measures used to gage our performance from our customers perspective. We also log, resolve and report on complaints daily and use feedback from customers and employees alike to resolve issues and better our standards.  


The Survey :
On an annual basis, each subsidiary organises a survey through an independent third party. The group provides a random list of customers who have spent with Lyreco within the previous four weeks; along with a questionnaire. The survey is always carried out by telephone and respondents answers logged into a survey database. The results are then analysed to provide detailed, weighted breakdown of
satisfaction with Lyreco various services. In order to make the survey more useful, any negative scores are recorded with commentary to provide context and enable actions once the results are finalised.

Survey Contents cover all sections of our offering from product quality to how often our representatives visit; the usefulness of our website to the way in which incidents are resolved and the behaviour of our delivery drivers as well as the content of our catalogue. 

At the end of the survey, any identified area for improvement requires us to create an action plan with key departments to ensure an improved service and hopefully an improved score in the following year.

Group Business Brochure (GBB)

OUR ECONOMIC ACTIONS






Key Performance Indicators and budgets are the mainstay of a structured and profitable business.


Lyreco’s Group Business Brochure summarises the performance of every subsidiary at every level from sales performance through to the speed at which telephone calls are answered in our Customer Service operation. These GBB reporting has been described by our external ISO9001 auditor as: “the best they have ever seen”. 

At local level all subsidiaries produce a GBB monthly to be reviewed at the Senior Management Team meeting. Each Departmental head is responsible for the quality and achievement of their KPIs; whilst the Quality, Security & Environmental Manager challenges them and organises cross-functional projects to ensure that KPIs in any area of under-performance are hit. 

Through reporting at this level Lyreco is able to boast excellent service levels from deliveries, accuracy of picking, speed at which enquiries are dealt with and so on. These performance indicators measure our success on the customer facing side, ensuring that we remain the reference in our industry.
www.lyreco.com WORLDWIDE DISTRIBUTOR OF OFFICE PRODUCTS - LYRECO - Deer Park Court, Donnington Wood, Telford, Shropshire TF2 7NB
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