4. fund is to help improve the general health and well-being of employees and, more specifically, to aid European employees who are confronting difficult financial circumstances. In 2023, three GEODIS employees bene ted from this assistance. Other charitable actions around the world Many GEODIS employees took part in local community projects in 2023. These included: ● Morocco: to support a Moroccan association called A Better Tomorrow, which works to improve access to health services for children, the local GEODIS team has stepped in to finance the purchase of equipment for a medical trailer. School children in the village of Ikharkhouden, in a rural area of Azilal, benefited from dental and ophthalmological care thanks to the visit of this medical trailer staffed with health professionals; ● France: GEODIS has been supporting an association called RoseUp for more than ten years by distributing Rose Magazine free of charge, a socially committed, positive magazine specially for women affected by cancer that is available in hospitals, cancer centers and “RoseUp houses” throughout France; ● Argentina: the teams took action to raise funds to donate school supplies to the “M19 14” school for the start of the new school year, and a contribution from GEODIS doubled the amount raised; ● China: GEODIS employees in Hong Kong volunteered to take part in several events to support a charity called Food Angel, which recovers surplus food and prepares it in the form of nutritious meals for underprivileged communities in Hong Kong. GEODIS volunteers prepared around 800 kg of fruit and vegetables, which were used to cook roughly 10,000 meals; ● Singapore: more than 100 employees from the Singapore regional headquarters joined forces with the Waterways Watch Society (WWS) to clean up the waterways of Singapore’s Marina Reservoir, either aboard kayaks or on foot. WWS is an NGO committed to promoting environmental conservation. GEODIS teams also took part in clean-up operations in Bangladesh, Indonesia, Malaysia, South Korea and the United Arab Emirates. 4.10 Service continuity Logistics is an essential link in world trade. Accepting responsibility for maintaining the supply and distribution of goods that meet the essential needs of end-users at all times, even in situations of social, economic or health crisis, is one of GEODIS’s priority challenges, as confirmed by the materiality analysis carried out in 2023 (see section 2.1.1). This responsibility is clearly expressed in the Group’s purpose: “Serving people by delivering their goods all around the world with innovative, sustainable and ethical logistics.” Service continuity in complex logistics chains cannot be envisaged without detailed knowledge of the supply chain, the expectations of each customer, and the needs of the markets they serve. On the basis of this knowledge, combined with the expertise of our teams and our data management resources, GEODIS is able to implement appropriate solutions. Service continuity is based on two essential pillars: quality of service and the management of exceptional circumstances. Quality of service GEODIS’s model of business excellence is one of the cornerstones of the Group’s strategy. Guaranteeing continuous improvement and performance, it is both the Company’s yardstick to record performance and a driving force to constantly improve it. It is based on the Group’s seven Golden Rules and on an understanding of the levers of performance in every part of the organization, with a focus on root cause analysis, on the implementation of best practices, on performance measurement relative to defined objectives, and on a culture of continuous improvement. An extensive survey is carried out each year to measure customer satisfaction on key indicators. In 2023, the Net Promoter Score (rate of recommendation) was +31, an improvement on 2022, which was already at a high level. More specifically, 90% of customers are satisfied with operational service quality. Analysis of the detailed results of the survey will enable us to define action plans to further raise satisfaction levels. Management of exceptional circumstances Whether for internal or external reasons, GEODIS may have to deal with exceptional situations, such as a breakdown in IT systems, the temporary closure of a sea, air or rail route, or a major incident occurring at a site. Looking beyond the best practices put in place by the Group to prevent these risks and manage them in the best possible conditions should they arise, continuity plans have been drawn up with many customers to meet their specific expectations and achieve the level of service reliability they expect. One sector that is particularly sensitive to service continuity, because it distributes essential goods, is healthcare. Business continuity plans (BCPs) are systematically discussed and developed with customers. These plans include a list of priority products defined by the customer, alternative plans to resume physical flows in different identified scenarios, data backups making it possible to switch to manual management if necessary, joint decision-making processes to trigger the different stages of a crisis situation should it arise, and exercises at least once a year to test how ready teams, processes and technical resources are for the scenarios envisaged. All of these measures are discussed periodically with customers, in full transparency. 2023 ACTIVITY AND SUSTAINABILITY REPORT - 77 EDITORIAL > 1. PROFILE AND AMBITION > 2. CSR POLICY > 3. ENVIRONMENT > 4. SOCIAL > 5. ETHICS > 6. TABLE OF INDICATORS
RkJQdWJsaXNoZXIy NzMxNTcx