AusgabeEdition SommerSummer 2015 The Dussmann GroupThe Dussmann magazine Altana—solutions for paint manufacturers with pharmaceuticals and diagnostics feeding the planet, energy for life Roche—a health care company and many other industries The EXPO MilanoThe EXPO 2015— X X Innovation Or Resea r ch Or X global iented iented X X X

Editorial

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Dear Reader,

In today’s changing world, it is easy to forget that there is one thing that hasn’t changed: that our economic system is all about creating value. Put simply, this means transforming existing goods to increase their monetary value. Industry plays a decisive role. This sec- tion of the economy processes and produces material goods, often with highly automated technology.

From our dialogue with industrial clients, we are aware that development and improvement of the produc- 4 12 tion chain requires continuous innovation and this commands their full attention. The transition from an industrial economy to a service-oriented economy is not the only issue, as some would have us believe. Rather, it is service providers such as the Dussmann Group who can support manufacturers in their quest to improve the value chain. Contents In this issue of Serviceplus, we introduce some of our industrial clients. We would be happy to introduce our sector-specific concepts for the food, pharmaceu- tical or semi-conductor industries, personally if you Focus: Industry wish. Experience has shown that cooperation between an industrial client and a service provider can lead to 4 some Like it Simple extremely efficient, innovative value creation concepts. SKW Piesteritz is Germany’s biggest producer We are convinced that there would be little need for of ammonia and urea products and an attrac- highly specialized services without competitive manu- tive employer, among other reasons, because facturers and the added value that they generate. And of its family orientation and the new corpo- yes, the production of banknotes as a stage in the value rate child-care facilities creation process is immediately obvious; the recogni- tion that holes in national budgets cannot be plugged 10 dussmann Sector-Specific Solutions with printed paper may need longer. How are pipelines or production systems cleaned? Dussmann Service can answer these and other questions with the expertise it Yours truly, applies in carrying out around 70 different services and supporting the core processes of its industrial clients

Catherine von Dirk Brouwers Fürstenberg-Dussmann

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profile

12 t itle story: Room with a View 26 concentration on Core Competence The Roche Bau 1 building in Basel will be the Markus Thomzik, Professor at the college, Westfälische Hoch- tallest in Switzerland and will soon accommo- schule in Gelsenkirchen, describes the challenges facing the date the 2,000 employees of the company’s head- facility management sector quarters 29 help from the Cloud 18 t itle story: Of Free-Thinkers and Since March, new rules apply: many companies are obliged to Packaging Artists carry out their first energy audit and there is increased focus Altana in Wesel develops solutions for paint man- on the norm DIN ISO 50001 for energy management systems ufacturers and many other industries. Sometimes this involves an unconventional approach 30 Food is Part of the Quality of Life At Mission Leben where the elderly are cared for, the culture of good food is a priority. In cooperation with Dussmann Service, news & Service the organization aims to achieve maximum customization for each resident 16 dussmann News 24 the Dussmann World in Numbers 36 service in the Alps—with Cream on top 38 subsidiaries Worldwide, Publisher’s Details A visit to the rehabilitation center Kitzbühel and Café Kitzblick

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Some Like it Simple

When work specifications are highly complex, it is important to have a partner who can provide support. Over the past 20 years, the chemical manufacturer, SKW Piesteritz, has learned to rely on the professional services provided by Dussmann. And to present itself as an attractive employer. Sometimes it’s that simple.

BY Bianca Krömer, PHotos Kay Herschelmann

he transparent ball falls with a loud splash Cornelia König and her team see their role as idea into a jug full of water. 4-year-old Maria providers and they offer the 34 children opportuni- T giggles as she watches the ball rises slowly ties which promote their natural curiosity and fan- to the surface and the water spills out. The grow- tasy. This afternoon, the educators are responsible ing pool of water doesn’t bother the boy next to for preventing floods. In the meantime, Maria’s her in the least. He has been pouring water with big sister, Hanna has discovered that she can open keen concentration from one jug to another for the the transparent ball. Could she fill it with water? past half hour. Three girls sit The six-year-old grasps the at the next table with col- jug with determination but ored paper and small petri Employees can beforehand, she puts on a pair dishes full of water making of goggles—you never know. beautiful, colorful patterns. keep their children There’s no doubt about it. close while at When complex things The experiment room at the are simple Dussmann KulturKinder- garten corporate child-care work with the help Whilst Hanna and Maria play facility at SKW Piesteritz with the Archimedean prin- offers endless opportunities of the Dussmann ciple of static buoyancy, their to try out ideas and discover father, Steffen Czubera is only new things. Sometimes it’s child-care team— a few hundred meters away the simple things that catch from the child-care facility the children’s attention from 5 a.m. to where he started work at 6 a.m. like the jugs full of water. At the urea measuring station Kindergarten manager 8 p.m. at SKW Piesteritz, he is

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occupied on his laptop at one of the numerous cab- inets. He glances at a symmetrically ordered web of cables identified by colors and cryptic abbre- viations. In the other cabinets are switches, flaps, pipes, and regulators. Steffen Czubera’s work place is one of those that provoke the uninitiated to ask whether anyone can possibly tell what goes where. “Of course” smiles Steffen Czubera. The cabi- nets are part of the over 10,000 measuring stations for the urea plants at SKW Piesteritz. He explains how the distribution and switching of measure- ment devices is carried out. For those in the know, it’s simple. The 34-year-old engineer for measure- ment and control information has worked here for There are 850 people who work at SKW head- the past 3 years. His highly complex job, simply quarters in Piesteritz. There is a research and devel- expressed, is to monitor and control the technical opment unit here and another in Cunnersdorf near systems of the urea plants. Leipzig with a total of 60 employees. Products manufactured at SKW Piesteritz enjoy an excellent From Saxony-Anhalt reputation and the company is considered one of across the world the most innovative mineral fertilizer producers in the whole of Europe. To consolidate its outstanding SKW Piesteritz is Germany’s largest ammonia and market position, the chemical manufacturer main- urea producer. The company manufactures numer- tains its systems to conform to modern standards ous other industrial chemicals such as saltpeter as and continuously invests in plant and a efficient well as fertilizer with nitro- logistical network. Each year, gen and sulfur. It also pro- over two million tons of qual- duces a number of products ity products are delivered from that we use in many areas of Saxony-Anhalt to clients all our daily life. The manufac- “Dussmann has over the world in highly mod- turing location, just outside ern heavy goods vehicles, over Lutherstadt Wittenberg, been an effective 34 kilometers of railway lines with has a hundred years of tra- more than 700 railway goods dition. In addition to SKW and reliable carriages and via the company Piesteritz, the 220 hectare port on the river Elbe. A further Agro-Chemie Park Piester- service provider three million tons remain at itz accommodates the larg- the plant for further processing. est melamine plant in the for 20 years.” The company, which was federal republic, the world’s acquired by the Czech com- largest combined bio-diesel Eberhard Hinder, pany Agrofert in 2002, gener- plant and a cogeneration Head of HR and Organization ated annual sales of 687 million plant. at SKW Piesteritz Euros in 2013.

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Engineer Steffen Czubera has been with SKW Piesteritz for three years. The company, located in Saxony-Anhalt, is Germany’s biggest manufacturer of ammonia and urea products

A family-friendly employer Park can leave their children with the Dussmann team not far away from their workplace. The facil- To be able to continue its success story, SKW Pies- ity has especially long opening hours from 5 a.m. teritz must answer the same question that many to 8 p.m. with a pedagogical concept that places companies in Germany are facing: how do we find emphasis on the arts and a bilingual approach young, qualified specialists in the context of the (German and English). “Our registration list is current demographic developments? How do we full” says kindergarten manager Cornelia König. keep them once we have found them? The com- “The demand is huge.” pany already has excellent vocational training and Steffen Czubera can explain why. Originally, further training programs in place. In the com- he and his wife did not plan to take advantage ing year, a further campus with more conference of corporate child-care because both daughters rooms, a sports center and a medical center will be already had a place at a child-care facility. opened. SKW Piesteritz has also recognized how important it is to be family-friendly when competing for the best specialists and is a pioneer in the region. Over a third of its workforce works in shifts. “We needed a child-care solution that no municipal facil- ity can offer” explains the human resources manager at SKW Piesteritz, Eberhard Hin- der. Instead, the company resolved to take the matter into its own hands with profes- sional support from Dussmann Kultur­ Kindergarten gGmbH, which operates five corporate child-care facilities across the federal republic. The new facility was opened in September 2014 and personnel On request, Dussmann Service site manager, at SKW Piesteritz and the Agro-Chemie Martina Rauche, delivers directly to the workplace

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Well looked after at Dussmann Kultur­ Kindergarten: There are 900 square meters over two floors which provide ample oppor- tunity to play, learn and explore

“Our older daughter, Hanna, will be going to get on. And indeed, SKW Piesteritz and Dussmann school soon. We didn’t want to make a change dur- Service have been working hand in hand for some ing the final few months and our younger daughter time. It was 1994 when all catering operations at was already well cared for too” remembers Czubera. the chemical manufacturing plant were taken on But things didn’t go as originally planned. Just out by Dussmann Service. Be it break- of curiosity, the family attended the open day at fast, lunch or snacks, SKW Pies- the Dussmann KulturKindergarten facility and teritz employees and other person- Hanna’s mind Hanna’s mind was made up. Every day, she remind­ed nel at other companies located at her parents to register at the KulturKindergarten. the Agro-Chemie Park can rely on was made up. Today, her father is glad of the short distance appetizing meals with variety. Ser- Every day between his work place and the child-care facility. vices include event catering, cater- “The flexible care times are also very practical when ing at the plant’s own guest house, she reminded I have to work a little longer” he adds. Elbebogen, and catering for spe- Lunch time: Steffen Czubera heads towards cial situations such as during the her parents to the canteen, past the imposing silhouettes of the annual overhaul when hundreds towers, silos and burnished plant. Some of his col- of additional diners from subcon- register her at leagues in blue jackets and yellow helmets over- tracted companies need feeding. the Kultur­Kinder­ take him on their bikes. It’s time for a break. Martina Rauche and her team not only take care of the guests seated garten facility. A twenty-year-old partnership in the canteen but also the person- nel in the measurement stations It is peak time in the canteen. For Martina Rauche who cannot leave their screens. They are provided and her Dussmann Service team of 16 in the with a hot meal delivered directly to the work place kitchen and behind the service line, this requires by the Dussmann team. intense concentration. Nevertheless, it is imme- Good cooperation involves making the client’s diately apparent that the atmosphere between the life simpler and SKW Piesteritz is happy with its personnel wearing the red logo and those with service provider. “Dussmann is a capable, reli- the blue logo is cordial. They know each other and able service provider at the Agro-Chemie Park.

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Work and family is well-balanced: Steffen Czubera with his daughters Hanna and Maria

They are always focused on our local needs, be it the a book with search-and-find illustrations. Hanna years of catering service provision at the canteen or is still reading but her little sister begins to do caring for our employees’ children at the Kultur- summersaults across the room. How about play- Kindergarten facility” confirms Eberhard Hinder. ing outside? On the spacious grounds, there are seesaws, swings and climbing frames and even a Fish officer reports for duty small amphitheater. It won’t be long now before Steffen Czubera walks the short distance to the The Dussmann production kitchen at the Agro- KulturKindergarten to pick Hanna and Maria up. Chemie Park delivers meals to a hospital in Witten- When the weekend nears, his daughters are some- berg and a high school. Of course it also caters to times reluctant. He says: “When I pick them up the KulturKindergarten facility. Hanna, Maria and on Friday and they hear that they won’t be coming the other children eat with a healthy appetite. But back tomorrow, they are sometimes disappointed.” at the moment, lunch is far from their minds. Their But today is Thursday—thank goodness! attention has been caught by the huge aquarium, a standard feature at the five Dussmann KulturKin- dergarten facilities. When lunch is over, it is time for the fish officer, Hanna, to carry out her duties. With the confidence of practice, she sticks a feeding tablet to the interior of the aquarium. Immediately a colorful swarm of fish gathers around it. The fish officer has one more job to do and that is to clean the glass pane from the outside. When the work is done, Hanna and Maria decide to spend some contact time in the “Snoezel-Raum”—the snooze room— Dussmann Service Deutschland GmbH where there are already a few children curled up on Branch Office Leipzig large cushions. A light display projects stars onto Jens Hede the wall and a water column splashes and bubbles. +49 (0) 3 41 . 2 18 87 50 Together with Cornelia König, the girls explore [email protected]

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Sector-Specific Concepts: Customized and Cost-Efficient

transport & logistics hotel industry

nursing & care

retailing health care

education

This QR code links to a video about the Dussmann sector-specific concepts (scan with your smart phone).

http://www.dussmann.com/en/services/sector-concepts

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ach sector presents a different chal- on their specific needs. There is a whole cleaning, catering, security and techni- lenge for its service providers such range of cleaning services which can be cal services. Positive synergies are gener- E as in clean-room production of provided in the context of production ated through utilization and interlinking semiconductor products or in compli- equipment—from machines and produc- of interfaces between the various services. ance with legal norms which apply in the tion lines to refrigeration rooms, boilers Manufacturers can concentrate on their food industry. To be able to answer the and air cushions to closed systems, walls, core business. individual requirements that these differ- ceilings, lamps, piping and silos. Services ences cause, Dussmann Service has devel- include clean-room cleaning, one of the oped sector-specific facility management most specialized of cleaning services, and concepts—the Dussmann sector-specific production-oriented services such as inter- Contact solutions. Dussmann sector specialists nal logistics and operation of systems to Alexandra Albrecht create a customized package made up clean industrial containers. Sales Coordinator from a selection from around 70 individ- Dussmann Service can take on all sec- +49 (0) 30 . 20 25 - 27 19 ual services for each manufacturer based ondary processes for its clients providing [email protected]

administration

cultural

food industry

pharmaceutical industry

semiconductor industry

Serviceplus 1/2015 11 Room with a View

The tallest building in Switzerland is currently under construction in Basel and Roche will be moving in this year. Dussmann Service supports the pharmaceutical company with infrastructural facility management. Title story Title

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Room with a View

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by he highest mountain in Switzerland at Up to 45 employees carry out traditional mainte- Paul Schotthöfer 4,600 meters is the Dufourspitze and sit- nance cleaning and are also responsible for cleaning uated in the Pennine Alps. There are services during ongoing construction work. Other photos T Roche 48 mountains in the Swiss Alps which are higher services include material and personnel transport, than 4,000 meters and provide visitors with breath- provision of technical equipment and waste man- taking views. They are a difficult act to follow but agement which sounds simple but involves complex builders in Basel could be suspected of attempt- logistics. More than 2,000 tons of waste material is ing it with the construction of the Roche Bau 1 generated and disposed of in around 2,000 waste building which, at 178 meters, will be the tallest containers. Fork-lift trucks, pallet jacks and mini building in Switzerland. The construction, designed cranes are provided and operated by Dussmann to by architects Herzog & de Meuron is still bare facilitate transport of construction materials and brickwork but when it is completed this year, waste. around 2,000 people will work there. The 41 floors A Dussmann Service emergency team is on of the earthquake-proof building will offer a floor standby 24 hours a day, every day, to ensure fast, area of 74,200 square meters, equivalent to more flexible reaction when it becomes necessary. And than 10 football pitches. there will be a huge additional job at the end of the The objective of the pharmaceutical company’s building phase: post-construction cleaning of the 550 million franc project is not to break records, entire floor area. says Chairman Franz Humer at the laying of the Martin Burkart is the Dussmann Service proj- foundation stone but to bring workplaces that ect manager at Roche Bau 1. It is his job to plan and are currently scattered around the city together, coordinate the more than 100,000 working hours. facilitating exchange and harnessing innovation He also organizes training, instruction and super- potential. The time schedule is ambitious and vision of the ever-growing team ensuring that ser- Roche has selected reliable cooperation partners. vice provision is fail-safe. “We are on standby 24/7 Dussmann Service has been supporting the com- and can carry out ad hoc services at short notice, pany with infrastructural management since 2013. even during daily operations which enables us to

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From l. to r. laying of the foundation stone in the 20 m deep excavation on May 9, 2012, construction of a traditional spiral staircase in June 2013, rendering of the reception area, communal area to promote internal communication with a view over the city

react flexibly to client requests. This is the secret of  success at Dussmann Service which has been vin- About Roche dicated at Roche” explains Burkart. Close cooperation and continuous dialog with Roche, with headquarters in Basel, Switzerland, is a leader in the the client, Roche and construction management research-oriented health-care sector. With the combined strength of provider, omniCon are decisive factors of efficient its pharmaceutical and diagnostic divisions, it develops oncological operation. immunological, ophthalmological and neurological medicines and Dussmann Service AG Switzerland provides the drugs against infectious diseases. Roche is the largest biotechnology whole range of facility services in self-delivery from company in the world and the leading provider of in-vitro diagnos- a single source. The FM portfolio includes cleaning, tics and tissue-based cancer testing as well as a pioneer of diabetes technical services, reception and security, catering management. A central strategic approach by Roche is personalized and sector-specific specialist services such as con- health care which aims to provide medicine and diagnostics to sig- struction logistics and clean-room cleaning. nificantly improve patients’ quality of life and their chances of survival. Over more than a century since the company’s foundation in 1896, Roche has made significant contributions to global health.

On the World Health Organization’s list of indispensable medicines, there are 24 medicines which were developed at Roche including life- saving antibiotics, malaria treatment and chemotherapeutic drugs.

ContaCt In 2013, the Roche Group employed 85,000 people worldwide, Dussmann Service AG invested 8.7 billion Swiss francs in research and development and Grabenackerstrasse 9 generated a turnover of 46.8 billion Swiss Francs. Genentech in 4142 Münchenstein, Switzerland the USA is fully owned by the Roche Group. Roche is the majority +41 (0) 58 . 4 33 34 34 shareholder of Chugai Pharmaceutical, Japan. Further information at [email protected] www.roche.com News & dates News

“What if there was a fire—and you knew what to do!” Recognition for Social Responsibility

Even though children would not be allowed to extinguish fires The National Institute for Sustainable Development and themselves, for reasons of safety, it is nevertheless important to show Corporate Responsibility, Luxembourg presented 23 com- them how a fire extinguisher works as soon as possible. This was panies with the ESR label (Entreprise Socialement Respon- the intention of the team from branch office Cologne, in coopera- sable) for the ninth year running. The label confirms corpo- tion with Bois Brandschutz, when they visited the secondary school rate responsibility based on inspection by external experts. in Eitorf in North Rhine Westphalia. The lesson schedule listed Dussmann Service Cleaning is among the companies who “Principles of fire prevention and initial firefighting”. One impor- were awarded the label for the first time three years ago, tant principle of fire prevention is to limit the spread of fire at its who strive to achieve continuous improvement and who source. Project manager Stephan Schwarzer, area manager security have now been awarded an extension. The Dussmann and IMS officer explained the physical characteristics of a fire to the companies for catering, security and laundry services students and practiced the proper method of extinguishing a smoul- were awarded the label for the first time. Corporate social dering waste paper bin or computer. “It reduces the fear of contact responsibility is considered a central issue by the European with fire at an early age and encourages them to use fire extinguish- Commission. It has become a key management instru- ers and avoid the spread of fire when they are adults” he says. ment and the award is therefore a genuine competitive advantage. It is not unlikely that the label will play an important future role in tenders in Luxembourg.

Cultural Credo

The starting shot was fired in summer 2014 under the heading “it ba-roques”. Homburg Palace reopened its doors after four years of closure. Located about 50 kilometers east of Cologne, the palace with its hunting lodge, a historic mill and its own bakery is an attractive day trip destination. Its popularity was confirmed by the 2,500 visitors who celebrated the reopening. Dussmann Service was there too, to support the cultural organization. 35 employees of the branch office Cologne were in attendance at the celebrations ensuring the safety of art exhibits and of the visitors. The service provider deploys security guards, cashiers and museum atten- dants. In accordance with its credo “culture in dialogue” Homburg palace provides space for exhibitions, concerts, readings and even private celebrations.

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+ + + 30 years ago, Kursana started nursing and care operations for the elderly. The image film celebrates the anniversary + + + a new Kursana care facility in Kürten has been opened 30 kilometers from the gates of Cologne + + + 20 years Dussmann Service in Vietnam, read the report in our next Serviceplus issue + + +

Straight from the Drawing Board to the Table

The new catering portal www.catering.dussmann.com provides Dussmann diners with information about their meals, whether the diners are chil- dren, students, staff, patients or seniors. Thorsten Greth, head of the cater- ing division at Dussmann Service says: “Communication with our diners is immensely important. Our guests want to know where our ingredients come from and how we take responsibility for environmental and social sus- tainability.” The diner can select his or her restaurant under “my restaurant” where an increasing number of Dussmann operations publish the current meal plan, opening times and contact information. Foods are labelled with allergens and additives and guests are provided with an opportunity to give feedback and to make bookings for conference service.

Relax and Enjoy Half an Hour of Relaxation Careful Use of Resources

At the beginning of 2015, Dussmann “If it were operating in the town it In 2014, Dussmann Service joined the Service took on all catering at the third would be one of the largest restaurants association “United Against Waste e.V.”. largest hospital in Austria, Klagenfurt around: the kitchen at ZF caters for the This international campaign of the clinic. Following the Allegretto Espres- employees of two companies on work- food production industry and catering sobar and the first Dussmann Deli, three days”, writes the internal ZF newspaper, sectors aims to increase awareness of further Allegretto espresso bars were Zeppelin. ZF Hungária Kft in Eger is the need opened and—for the first time in Aus- the Hungarian subsidiary of the drive- to process tria—three shops. Dussmann Service line and chassis technology company. food with provides patients, visitors and employees “One of the unerring fundamental prin- more effi- with a place to relax, enjoy and commu- ciples is that dishes are freshly cooked ciency and nicate. The shops sell numerous articles every day. Vegetables, fruits, dairy and to encour- of everyday use and all of the outlets are bakery products are delivered fresh age individual motivation. It is cer- easily accessible on foot from anywhere every day in the early morning hours, tainly time for change: In Germany on the clinic campus. from reliable, proven suppliers”, notes alone, eleven tons of food is thrown Zeppelin. “The members of the away each year. The root of the old Dussmann kitchen team have word for food, “victuals”, is victus, learned to work well together Latin for life or way of life. The famous with a very low rate of fluctua- food market in Munich, the Münchner tion. Every team member is fully Viktualienmarkt has been a tradition aware of the expectations of both since 1807 and is open every day except their diners and the client.” Sundays and public holidays.

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Of Free-Thinkers and Packaging Artists

The producer of specialty chemicals, Altana is one of the most innovative and viable companies in the industry. This is due, not only to its generous research and development budget but also to the very special corporate culture that the company has succeeded in cultivating. Employees take on responsibility and know that unconventional ideas are taken seriously. Dussmann personnel, who provide catering services at the staff restaurants at company headquarters in Wesel am Niederrhein, are aware of the very special atmosphere among the workforce.

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BY addle of lamb with roast vegetables was on cialty chemical products. All over the world, paint Christiane the menu at the Altana AG staff restaurant manufacturers, synthetics processors and clients Herzer S in Wesel am Nieder- in the printing, cosmetic PHotos rhein. Restaurant guests and electrical industries Altana AG have come to expect a rely on products from varied, appetizing selec- the four Altana company tion and so there ought divisions. One example is not to have been anything an additive produced by unusual about it. But there BYK Additives & Instru- were smiles all round when ments: the addition of even the cook of the day intro- a small amount makes duced himself; CFO, Mar- paints scratch-resistant, tin Babilas had exchanged help them to dry faster and his desk for the hot stove enhances the final gloss. and helped serve the meal Success is driven by a corporate Eckart Effect Pigments at the service counter at culture of cooperation. CFO Martin heighten the glamor of lunchtime. Dussmann site Babilas exchanges his suit for a nail varnish, lip sticks and manager, Oliver Nöltge as chef’s coat (box, bottom left) packaging. The lid on the well as kitchen chef Andre pickled gherkin jar is leak- Schröder and his team free thanks to the seal pro- gave their aide a good report: “It is a challenge vided by Actega Coatings & Sealants. And lastly, to cook for 300 guests, even for an experienced insulation materials produced by Elantas Electri- hobby cook.” cal Insulation make electric motors, TV sets, wind Close proximity to the workforce is a matter of turbines and computers progressively smaller and course at Altana even though the company is no more efficient. longer a modest family business; over 6,000 people A key element of these successes is the spe- work at 49 production plants and 50 application cial atmosphere at Altana. The CFO and chef and research laboratories across the world. They who, like the other board members, eats in the develop and produce high-grade, innovative spe- same staff restaurant as the rest of the workforce,

 “The boss cooks”

This was the motto of the day during which Dussmann kitchen manager André Schröder was aided by Altana board member Martin Babilas in preparing and serving saddle of lamb with roast vegetables. Oliver Nöltge and his team of 13 have been serving meals to around 280 at the staff restaurant in Wesel, group headquarters and head office of the company division BYK, since 2009. Packed meals are delivered to break rooms for production staff on late and night shifts. In addition to the staff restaurant, Dussmann Service provides event catering. At peak times, up to 200 participants are catered to in conference and seminar service. Altana also depends on the service provider for events such as gala dinners and concert evenings with up to 250 people. On occa- sion, meals are served to guests, the board and management in the casino restaurant where the Dussmann kitchen crew demonstrate their culinary skills with three-course menus that bear comparison with com- mercial restaurants.

20 Serviceplus 1/2015 offers an explanation: “We are the market leader What are the characteristics of good synthetic for all types of specialty chemicals” explains packaging? For foods, it must be visually attrac- Martin Babilas. “This is because of ongoing inno- tive but also environmentally compatible, odor- vation both in terms of products and processes. less and tasteless. On their way from produc- And innovation is best generated through dia- tion via the wholesaler to the retailer and finally logue between colleagues across hierarchies and the consumer, the packages are put to the test. departments.” They are filled with hot or cold foods, stacked, There is an ambitious budget for research and packed, heated, cooled and rinsed. development; Altana invested 6 percent of annual This applies especially in the case of so-called turnover in R+D, almost twice the average amount in-mold labeling. Whether it carries ice cream, in the industry and it was not reduced during the margarine or paint, the labeling is integrated dur- crisis years 2008/2009. One in six of the chemical ing the casting process. This looks goods, reduces company’s employees works in the R+D depart- production time and costs and is environmen- ment. tally compatible because it is easy to recycle. However, the coating suffers from light scratching. Scratch-free This compromises the appearance and may cause the customer to reach for an alternative, more One of them is Marcel Altenburg. The young attractive product. chemist who is only 24 years old started his This was the challenge presented to the R+D apprenticeship eight years ago in the division team in Lehrte—to produce a hard-wearing coat- Actega in Lehrte, Lower Saxony. Today, he works ing for in-mold labeling with the required effect. together with four colleagues, all of whom are The project was launched: Marcel Altenburg took aged around 30, in the research and development on responsibility for the development of such section Flexible Packaging/Labels on developing a coating in the laboratory together with a team perfect UV and water-based paints for packaging made up of developers, technicians, and product and labels. managers that was assembled specifically for

Serviceplus 1/2015 21 Title story

Altana is a global specialty chemical group with headquarters in Wesel am Niederrhein. The four Altana divisions, BYK Additives & Instruments, Eckart Effect Pigments, Elantas Electrical Insulation und Actega Coatings & Sealants all occupy a leading position in their target markets with respect to quality, product solution expertise, innovation and service. In 2014, Altana achieved turnover of 2 billion Euros, 85 percent of which is generated outside Germany. Altana’s growth rates and earnings worldwide are above average in the chemical industry.

the project. This is how employees become entre- managers at other German manufacturers agree preneurs within the company. “We encourage free- on the importance of innovation. Last year, Altana thinkers and rebels in a positive way. In many com- contracted the Forsa institute to carry out a sur- panies this sort of attitude can cause difficulties” vey of 250 decision makers for the second time. explains Dr. Georg F. L. Wießmeier, Chief Tech- For the “industrial innovation index 2015” deci- nology Officer (CTO) with responsibility for inno- sion makers rated the significance of innovation vation. “Career entrants can often provide impor- on a scale of 1 to 10 resulting in an average of 8.7. tant leads and ideas because they are in a better Over a third of the participants plan a larger bud- position to question established processes.” get for innovation in 2015. Apart from financial This was the background to the development investment, the managers were critical of their of extremely scratch and abrasion-resistant, water- own operations. 32 percent rate the ability to inno- based coatings at Actega in Lehrte. They dry in sec- vate as very important but only six percent classify onds, tolerate extreme temperature differences dur- their own company as very innovative and, accord- ing the production process and, importantly, comply ing to the managers who participated, only every with food legislation. The new tenth industrial enterprise provides sufficient free- product line was already mak- dom and acceptance for unconventional thinking ing money in the same year and action. Even their own role as manager is per- that it was introduced; this is ceived critically; only 16 percent believe that they 32 percent of impressive, even for Altenburg’s contribute significantly to a culture of innovation. employer and the team in Lehrte More about the industrial innovation index German companies was awarded the Altana Innova- 2015 at http://www.altana.de/presse-news/presse-news tion Award in 2013. The award .html?no_cache=1&newsID=3299 rate innovation honors the company’s best inno- As a consequence, aspiring managers at Altana vations, preferably those involv- need to offer more than excellent professional skills as very important ing a number of departments. and knowledge. Personal characteristics such as curiosity, openness and the willingness to question but only six percent The role of the manager traditional structures and processes are as least as important. Managers often participate in training rate their own The new coatings are one of and learn to motivate their teams, to take on respon- numerous product innovations sibility and to find construction solutions together. company as very by Altana. Between 15 and 25 per- Young talent is expressly deployed in projects which cent of turnover in the four involve a number of departments; this encourages innovative. divisions is generated by prod- free-thinking and creates effective contact networks. ucts which are five years old or CTO Wießmeier is convinced that “only if we work Industrial innovation index 2015 younger. The company’s suc- together closely with the client can we anticipate his on behalf of Altana AG cess is dependent on them and wishes and develop successful solutions”.

22 Serviceplus 1/2015 Chemical engineer Martin Fischer simulates the clients’ production process on the system he has planned himself

Understanding what the client wants and his team persuaded executive management and after only six months for development, BYK To understand day-to-day operations at Altana, started operations on its own eight meter long we visit Martin Fischer. The chemical engineer, production plant in 2013. The plant has every- who also has experience of plant construction, thing that its big sister has in miniature form and works in the division BYK Additives & Instru- enables the team to determine the optimum dose ments, in Wesel. As the applications manager for for various flow speeds and coating widths. Clients PVC & leather, Fischer is an important contact for are impressed and enthusiastic about the service. PVC processing companies. When manufactur- PVC manufacturers and processors across the world ing floors, carpets, wallpaper or synthetic leather, now have their individual applications checked by a high speed coating process produces a layer of BYK in preparation for live production. PVC plastisol only millimeters thick. Production plants are often over 500 meters long and up to 30 meters of floor covering or 100 meters of wall- paper are produced each minute. Because the vis- cose plastisol flows unevenly, manufacturers add a “Rheology additive” from BYK. However, it is an intricate task to determine the proportion of addi- tive to plastisol; the measurement procedure used in the laboratory cannot be deployed under pro- duction conditions. contact Anticipating client requests? Martin Fischer can Dussmann Service Deutschland GmbH tell you about it: BYK decided to replicate the cli- Branch Office Essen ent’s production conditions to be able to develop Andreas Gutzmann reliable recommendations using a miniature coat- +49 (0) 2 01 . 4 50 07 - 10 ing plant. The investment plan prepared by Fischer [email protected]

Serviceplus 1/2015 23 EXPO Milano 2015: The World of the German Pavilion in Numbers

Dussmann operatives are responsible for cleanliness and 60 security in all areas Title story Title

nations and organizations demonstrate the importance of 148 healthy, secure and sufficient food

construction workers built the pavilion with around 800 tons of steel, 2,500 square meters of wood and 185 as many square meters of membrane

was the year of the EXPO in Shanghai when Dussmann Service also provided cleaning and 2010 security services at the German Pavilion

24 Serviceplus 1/2015 Title story

visitors are expected in the pavilion 16,000 each day

square meters of exhibition space at 2,680 the German Pavilion

was the year of the first world 1851 exposition in London

federal states present their culinary specialities in the outdoor area of 16 the German Pavilion

BY Michaela Mehls, GraPHiC SCHMIDHUBER / Milla & Partner

ork started a few days ago for the 60 service oper- ity, sustainably produced food. The German Pavilion “Fields of atives who are responsible for cleaning and secu- Ideas” examines how politics, business, research and civil society W rity in all areas of the German Pavilion at EXPO approach the subject. The impressive architecture recalls the Milano 2015. 16,000 visitors are expected each day to the fields and woodlands of the German countryside: the building is 2,680 square meters of exhibition space in the pavilion. The a gently rising landscape with an open and freely accessible upper floors, the glass, the installations and the 109 theme stands must floor. Inside are theme stands. be kept clean and tidy right up to when the last visitor of the The first world exposition took place in London in 1851 where day leaves. The constant flow of people is gently and efficiently all countries presented exhibitions under a single roof. Then, in channeled through the exhibition. The organizer of the der Ger- 1867 in Paris, there were so many countries eager to participate man exhibition is Messe Frankfurt Exhibition GmbH and Erol that they were allocated individual pavilions. Altunay is the director of the German Pavilion. “It is very impor- Dussmann Service was there at the EXPO 2010 in Shanghai tant to us that our visitors are given a warm welcome and that our when it provided cleaning and security for the German Pavil- 170 employees are happy. Dussmann Service helps us make sure ion. It subsequently won the Europe-wide tender for these ser- that they are.” vices at the EXPO 2015. When the 184 EXPO days are over, “Feeding the Planet, Energy for Life”: 148 nations and orga- the Dussmann cleaning and security operatives will have cov- nizations demonstrate the importance of healthy, secure and ered hundreds of kilometers with their cleaning equipment and sufficient food. This is the focus of the EXPO in Italy, a coun- showed visitors from all over the world through the German try that perhaps more than any other, places emphasis on qual- Pavilion.

Serviceplus 1/2015 25 Profile

Concentration on Core Competence

Markus Thomzik, Professor at Westphalian College in Gelsenkirchen, has been focusing his research on facility management for some time. In an interview, he describes the challenges that the sector is facing today and those of tomorrow.

INterview Christiane Herzer, PHoto private

Professor Thomzik, last year, you pre- represents 5.42 percent of gross domes- jobs in the sector is set to grow at above sented the new edition of your study tic product, is a significant contributor average rates. Almost 11 percent of the of the FM sector. What are the three to the German economy. In 2010 it was working population are employed in most important conclusions? 112 billion and 5.03 percent. Secondly, facility management compared to 10 per- the sector is growing at an annual rate of cent in 2010. Markus Thomzik Firstly, our results 4 percent. Its stability and resistance to demonstrate that the FM sector, with a crises makes it a key sector in Germany. What image does the sector convey? gross added of 130 billion Euros which And last but not least: the proportion of Thomzik Facility management is con- sidered an established sector but is often underestimated. The dilemma: the sector has such a wide scope and is made up of so many small components that its eco- nomic significance is often overlooked +4 % by politics, the press and the public. Due Share of GDP Annual growth to the large proportion of 400 Euro jobs, the sector is not perceived as “sexy” and its export record to date is not strong 5.4 % compared to the traditional stars of the German economy. There is development

5.2 % + 18 bill. € potential for shaping the sector’s image and making it more distinctive.

5.0 % The core business of facility manage- 112 130 ment is to relieve the client by taking 4.8 % bill. € bill. € on secondary functions. What tasks do you see the sector facing in the 4.6 % coming years? 2010 2014

26 Serviceplus 1/2015 Profile

Thomzik I could give the usual answers: without the intention or real ability to identified as unproductive often remain sustainability, Building Information drive the originally intended improve- uncorrected. “Creating value without Concentration Modeling (BIM), operator responsibility, ment process. Find solutions for client unnecessary waste”: What could be a bet- globalization etc. As I see it, it is the task issues of tomorrow instead of engaging in ter motto for business operations at the of companies to develop innovative con- misdirected industriousness. Our analy- present time when careless use of scarce cepts for service controlling. Outsourcing ses indicate that there is also huge poten- resources is so often criticized? It is a on Core Competence is neither a remedy for all ills nor a mat- tial in internal processes; potential which strategy to earn (more) money despite the ter of course. FM providers must cus- has long been harnessed in many oper- “Lamenti” about negative price develop- tomize supporting processing to answer ations other than FM: the avoidance of ments. the requirements of the client’s primary waste in (internal) processes. The ques- activities with even more precision. Next, tion of which (components of) facility In the past, technical, infrastructural there must be bilateral cooperation on service processes really create added value and administrative facility services substantiating the strategic relevance should be posed more frequently in day- were often offered and contracted sep- of FM and the real extent of its added to-day operations. And something else: arately. There is now a growing trend value by applying meaningful KPIs. aspects of work which have already been towards integrated services and so- This might enable us at last to called system services. throw off the cost-driven (unap- preciative) approach to FM. The Thomzik To be honest, I have issues involved in personnel no strong opinion about the orga- recruitment are underestimated nizational approach to and the and it is imperative that the tasks title of services. It is all about involved be made more attractive. intelligent integration of second- Who, as a well-trained engineer, ary processes with the object of wants to take on responsibility increasing (internal) client ben- for the largely ignored secondary efit. And I advise all of those processes in the broom cupboard involved who have specialist skills when the alternative is receiving and knowledge: It is not what is accolade for the development of expected but what can be realisti- cars which steal the spotlight as cally developed that will lead to they leave the production line? future success. It is generally considered that the service providers have a sim- You carry out research and con- pler task when it comes to offer- Markus Thomzik sulting in innovation manage- ing opportunities for young spe- ment. What are your recom- cialists and managers but they Prof. Dr. rer. oec. Markus Thomzik mendations to FM providers? need to do their homework. It has been teaching and researching in is important to take advantage machine building and facility manage- Thomzik In our industry, we of new paths such as integrated ment at the Westphalian College in can expect step-by-step improve- studies which enable employers Gelsenkirchen since 2005. He is also ments in the status quo with to approach new target groups for a research professor at the Institut für occasional radical changes. At the FM. angewandte Innovationsforschung e. V. moment, it is trendy to apply the (institute for applied innovation research) term innovation. Consultants as What do facility management at the Ruhr University in Bochum. well as managers, editors, asso- providers need to do to fulfill In 2002 he was awarded the title ciation representatives and orga- requirements? Dr. rer. oec. His thesis was titled “ratio- nizers of specialist congresses and nalization potential of system services meetings evoke innovation as a Thomzik There is a real need as illustrated by a facility management”. guarantee for further progress in to focus on quality improve- In 2010, he led the first reliable study our industry. Innovation—what- ment at the client interface. on the economic significance of FM on ever that means—is mandatory. The much-cited DIN ISO 9000 is behalf of the German facility manage- Even facility service providers often “only” a formal condition of ment association GEFMA. A new edition with a proven track record in a admission to the tender process of the study was published in 2014. traditional field are under

Serviceplus 1/2015 27 Profile

pressure to conform. But when “real” innovation is under discussion, provid- 11 % ers’ commitment to change yields to in facility management anxiety about maintaining their market position; it becomes clear that existing structures and processes need to be ques- tioned, long accustomed privileges will be threatened and that areas which are familiar and comfortably established are The FM sector is underestimated: Working Population likely to change. Almost 11 percent of the working Germany, 2014 population in Germany is currently Sometimes there is just no room in employed in facility management. day-to-day operation for creative thought.

Thomzik That’s true. Under the pres-

sures of downsizing and outsourcing, 2014

in Deutschland, companies run the risk of maneuvering Erwerbstätige themselves into a position of extreme effi- ciency but of total incapacity for innova- tion. The routine weight-loss regime may competitors. Everyone would be well competent, experience must go hand-in- lead to anorexia with respect to innova- advised to seek their own orientation and hand with knowledge. You can’t learn to tion. Those in the FM sector who con- establish development strategies which swim in the classroom, you need water. centrate solely on price competition and are in line with current or potential skills On top of competence or ability, the will- thereby fail to take part in the race for and know-how of the company. ingness to act is also important. Self-moti- innovation will not be successful in the vation is necessary to be successful in the long run. Many companies turn to con- At the Westfälische College, you train FM sector. And finally, in the long-term, sultants, trend studies and benchmarking future facility managers. What are the even the best-qualified manager will not projects in the quest for solutions and the most important things that you teach be able to make a contribution in a FM hope of standard recipes for innovation. your students? company without health. Ensure your As a result, all are using identical data employability. The company plays a role and therefore subject to the same winds Thomzik Take the, hopefully, sound too here but it is your own health habits of fashions. Instead of leading to inno- basis of your training or studies and start and lifestyle that are decisive. vation leadership, competition is intensi- applying it in practice through internships fied; there are no real differences between and student jobs as soon as possible. To be Thank you for your time!

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28 Serviceplus 1/2015 Profile

Dussmann EnergyCloud

Smartbox

TCP/IP

BluAul Server

M-Bus Pulse Modbus

Heating/Cooling Water Gas Electricity

n March 2015, it became clear that Help Monitoring and Control many companies in Germany would of Systems Ineed to carry out their first energy audit. Those who have already estab- from the Dussmann Service can help companies lished an energy management system in to comply with the new regulations by accordance with DIN EN ISO 50001 or means of the Dussmann EnergyCloud. an environmental management system This energy monitoring program is a nec- in accordance with EMAS are exempted. Cloud essary tool for certification. It records This intensifies the focus on the stan- utility consumption in real-time: elec- dards defined in DIN ISO 50001:2011. tricity, water, heat and refrigeration. This norm describes the requirements certification according to DIN EN ISO The Cloud is web-based and makes all of introducing an energy management 50001 or EMAS. Starting in 2015, an technical building data accessible any- system from the description of energy established energy or environmen- where across the world at any time. objectives to the implementation of tal management system is necessary to It is simple to determine when and where action plans and the measurement and level peaks in order to achieve specific energy is being consumed; fluctuation of documentation of energy consumption energy savings targets. Companies who consumption can be diagnosed, energy to determination of the status quo. The are committed to sustainability and loss identified and corrective measures objective is continuous optimization of CSR or who intend to apply for fed- introduced. The Dussmann EnergyCloud the energy consumption of companies eral subsidies should add certification is the basis of long-term energy con- and organizations of all sizes and from according to ISO 50001 to their agenda. sumption monitoring and benchmarking. all sectors, to increase efficiency and to Following approval by the upper par- Depending on the energy intensity reduce costs. Energy costs constitute a liamentary house of the amendment of activities, the savings potential asso- significant proportion of total costs. to the energy service act (EDL-G) in ciated with the implementation of the March 2015, all companies which are not Dussmann EnergyCloud ranges from Some must, many should defined by the EU as small or medium- 5 to 38 percent. sized enterprises are obliged to carry out An energy management system is oblig- an initial energy audit by December 5, atory for only a few companies. Those 2015 and then once every four years. contact who wish to benefit from the exemption The alternative is to introduce an energy Frank Wiedemann regulations in §§ 40 ff. of the renew- management system in accordance with +49 (0) 30 . 20 25 - 10 28 able energy act (EEG) must present DIN EN ISO 50001. [email protected]

Serviceplus 1/2015 29 Profile

30 Serviceplus 1/2015 Profile

Food is Part of the Quality of Life

Serviceplus 1/2015 31 Profile

Food nourishes the body—and the soul. This is the belief of those responsible at the care facilities for the elderly operated in the Rhine-Main-area by Mission Leben. Several years ago, they developed a holistic catering concept in cooperation with Dussmann Service which focuses on individual service for residents. An appraisal.

by n this restaurant, food is served according to side nursing, support and housekeeping. In 2012, Christiane individual preferences: the meat is served in a service company named DSE Dienste für soziale Herzer Ione piece, or cut into pieces, or pureed; milk Einrichtungen GmbH was jointly founded by photos products or gluten may be excluded; a diet that Mission Leben and Dussmann Service. It employs Konrad Merz is high in protein or low in purine can be pro- 80 kitchen staff and 80 cleaning operatives. vided. Does it sound like every cook’s nightmare? The kitchen team focusses on the individual eat- At the home for the elderly operated by Mission ing habits and needs of the elderly residents. After Leben in Rhineland-Palatinate and Hessen, these all, good food makes you feel good. challenges are part of day-to-day routine. In 2007, the charitable organization developed an ambi- Not Just Older Diners tious catering concept for the elderly together with its long standing caterer Dussmann Service. In later years, it is not only sight and hearing that For three years, 14 facilities have been putting the suffer. The sense of taste also dims and so it is easy concept into practice. for the elderly to lose their enthusiasm for food. Before 2007, food was being freshly prepared This frequently results in weight loss and under- but each house had its own system. This was nourishment. Combatting this process is the task changed. The objective was to be able to provide that the kitchen team at Mission Leben has taken each resident with enjoyable food to meet his or on, a task that differs substantially from that of a her individual needs and preferences including staff restaurant. The diners at a staff restaurant eat consistency, meal type and service method, all only lunch or a snack at the outlet. Elderly resi- in an atmosphere which contributes to wellbeing. dents at the facilities eat all of their meals in the The name of the concept, Speisenkultur (food cul- restaurant. It is their dining room and an inte- ture), reflects the fact that it is not primarily con- gral part of their home. The meal plan must pro- cerned with calories and nutritional tables. vide all of the necessary nutritional components Speisenkultur has turned the kitchen into one and this is not simple as residents often have only of the major components of geriatric care along- a small appetite and require fewer calories than

32 Serviceplus 1/2015 Profile

Meals are ordered individually for each resident taking dietary needs and ingredients into consideration. DSE cooks sometimes prepare up to 15 dif- ferent variations of a single meal

younger people. Nutritional requirements, how- Secondly, nutrition is an issue which involves ever, remain unchanged throughout life. An addi- everyone in the facility who has contact with resi- tional complication is the difficulty that many dents; not only the kitchen staff but also nursing seniors experience with chewing and swallowing. and housekeeping personnel. Dussmann Service has proven a competent partner in Mission Leben’s ambitious project. The Each to His Own catering division at headquarters in Berlin offers many years of experience in catering to the needs The objectives of Speisenkultur are to promote of the elderly. These experts have developed a con- enjoyment of food, to support continuing inde- cept for Dussmann Service pendence and to contrib- named Vitalance which ute to the health of resi- emphasizes enjoyment of dents. The DSE kitchen good food and simulta- “It is mutual success. team goes to great neously, focuses on the lengths to meet those fulfillment of nutritional The cooks under- objectives: three forms requirements which help of preparation are avail- the elderly remain healthy stand the processes able to residents who into old age. have difficulty swallow- During the develop- here in the facility ing; two further options ment of the Speisenkultur are offered for those who concept, two decisive fac- and the needs of the have difficulty chewing. tors emerged: Firstly, the Gluten and lactose intol- state of health of individ- residents.” erance is taken into con- ual residents differs vastly sideration as is the need and therefore they require Kerstin Wick-Suttner, for a diet which is high hugely differing meals. Head of Haus Priska in protein or low in

Serviceplus 1/2015 33 Head of Haus purine. These options apply to all meals and to to one of the Mission Leben facilities, an assess- Priska, Kerstin both lunch options which are provided each day. ment of the type of diet needed is made. Nurs- Wick-Suttner (right) “Sometimes, it means 15 different bowls for one ing staff enter not only the medical condition and her house- dish” explains Alexander Noll. As the kitchen and diagnoses into the so-called “communica- keeper Karolin manager at Haus Priska, he is responsible for tion card” but also food preferences and aver- Müller like the open the culinary needs of the residents at the most sions as well as, importantly, how well the resi- service kitchen recently established facility for the elderly oper- dent is able to eat. “Repeatedly, we discover that a which radiates ated by Mission Leben. Haus Priska in Dieburg resident does not have difficulties swallowing, as the warmth of was opened in October 2013 and provides 108 in- assumed by the family, but that the difficulties home. Residents house places for the elderly and others needing are with chewing” explains Kerstin Wick-Suttner. can participate care. There are also 16 sheltered accommodation In such a case, it is sufficient to prepare food so in baking. apartments. that is soft and to divide it into small bite-sized The effort invested has been worthwhile and is pieces instead of making a puree. “This makes rewarded by the growing well-being of residents. a huge difference to the resident. Food tastes bet- Many residents who were previously served only ter, and of course, it looks better too.” A grid pureed food now enjoy recognizable ingredients makes it simple to pass the relevant information on their plates. Older residents who arrived at to the kitchen. their new home significantly underweight put on weight within a short time. Kerstin Wick-Suttner, More Responsibility for Staff who heads Haus Priska, is convinced of the bene­ fits of the concept—and of the efficiency of the Speisenkultur influences not only the residents’ kitchen team. “It is mutual success. The cooks quality of life; the work of personnel in the vari- understand the processes here in the facility and ous departments and the way they interact has the needs of the residents.” changed significantly. The skill of the nursing Reaction speed is one of the huge advantages staff is indispensable when it comes to observing of Speisenkultur. When a new resident moves residents and judging the state of their health.

34 Serviceplus 1/2015 Profile

Care of the elderly is increasingly important Ambulatory care at home, traditional care facilities for the elderly, residences, sheltered accom­ modation and shared accommodation: the range of care for the elderly is varied and requires all types of catering. Dussmann Service provides its personnel with the opportunity of further © istockphoto.com/travellinglight © specialist training in catering for seniors.

A new position was created: the housekeeper. She is the  interface between nursing operations and the kitchen in the Mission Leben seniors’ facilities. Her staff order meals according to the directions of the nursing department and supervise during The diaconic and non-profit-making organi- meal service, ensuring a pleasant atmosphere. They know the zation, Mission Leben, is based in Darmstadt. diners personally: they know who needs a little more time It has a number of subsidiaries which provide to finish their meal and they notice if the method of food six different types of services: accommodation preparation is wrong. “We have discovered that the catering and in-house care of the elderly, ambulatory concept doesn’t work without this support” reports Kerstin care, emergency support for people in social Wick-Suttner. distress, support for the disabled, support for children and young adults and vocational Constant New Challenges training.

It was three years ago that Speisenkultur was introduced In the seniors’ facilities, meals are prepared for in the 14 facilities but the development of a process as com- around 1,300 residents each day. In addition plex as this is never finished. New nursing and housekeep- to breakfast, lunch and dinner, residents meet ing staff are always familiarized with the background and over coffee and cake in comfortable dining processes of the concept and they learn about the options areas. Residents who have increased calorie available in the DSE kitchen; this knowledge is important to needs are served a brunch and a further snack enable them to order suitable meals for residents. Newcom- at night. ers in the kitchen need to learn that “pureed” doesn’t always mean “pureed”. All of the kitchen managers are trained Mission Leben is a subsidiary of Stiftung Innere at the Dussmann Campus in Zeuthen, Brandenburg as Mission Darmstadt. Both are organizations of “Dussmann Service Specialist for Seniors’ Catering”. Regular the Evangelical Church in Hesse and Nassau audits and quality checks guarantee that processes conform and are members of the Diakonischen Werk. to prescribed standards. The Dussmann Service catering division at headquar- ters in Berlin supervises the project and keeps abreast of developments in gerontology and in associated legislation. New EU consumer protection regulations prescribe that the ingredients of all goods which leave the kitchen must be fully specified. This is largely due to the increasing number of allergies. The establishment of the relevant processes is already underway.

contact Dussmann Service Deutschland GmbH Branch Office Frankfurt/Main Michael Rahden +49 (0) 69 . 4 05 89 00 [email protected] Austria

Service in the Alps— with Cream on top

Getting better is a pleasure at Rehazentrum Kitzbühel due to the first-class medical concept, the fantastic location, first class cuisine by Dussmann Service and innovative services. The cream on top is the panoramic view from the comfort oasis, Café Kitzblick. Our author reports on “the peak of enjoyment”.

By y husband has had some good luck with At the Push of a Button Beate Wohlschlager, his bad luck” I think and enjoy the Zowack PR & breathtaking panoramic views across After glancing at my watch, I drink the last drops Communications M the mountains here on the sun terrace of Café Kitz- of heavenly smoothie and go down to the reception PHotos blick at the Rehazentrum Kitzbühel in Tirol. Fol- desk of the rehabilitation center where the friendly Dussmann Service lowing an accident, he had to have a knee opera- receptionist is waiting for me. After the sumptuous tion and was subsequently allocated therapy at a breakfast buffet, I am very curious to hear what is rehabilitation center specialized in orthopedics and for lunch. She explains competently how the new accident injuries. It offers Dussmann Service electronic order terminal works; first class therapy and a meals can be ordered up to three weeks in advance. pleasant atmosphere. At It is the first system of its kind operated by Duss- the rehabilitation center mann Austria. Slightly concerned I ask “And if I Kitzbühel, every patient forget, I go hungry?” The kitchen chef, Andreas has the option of bring- Geisler, who has just joined us smiles “No, it’s ing along a guest who may not the end of the world, that’s the practical thing stay for a day, a week or for about this system; we always have an overview of the entire duration of reha- the status quo and if anyone has forgotten to order, bilitation and enjoy the we let them know.” 4**** comfort of the facil- Together with his team of 15, he caters to the ity. They can even book rehabilitation center’s patients, staff and guests. The individual therapy or other restaurant and Café Kitzblick on the third floor are services. As his guest, I am both operated by Dussmann Service. Ordering is staying here for a week and simple; I enter my selection at the touchscreen ter- while he is in therapy, I minal and go to the restaurant where my husband explore the huge range of is waiting for me. The waiter scans the guests’ chip leisure options that Kitz- cards which also serve as a key and prints a token. The Dussmann Service ordering service is bühel, located in the heart This he takes to the kitchen where the meals are simple to use and is an innovative service for of the alps, has to offer and prepared. It is a practical system and it facilitates guests at the center enjoy the first-class service. a good overview of the various nutritional forms

36 Serviceplus 1/2015 Service in the Alps— with Cream on top

In Café Kitzblick, the “oasis of well-being over the roofs of Kitzbühel”, there is a holiday atmosphere

which are offered promoting individual, balanced, culinary expertize on the part of the Dussmann team healthy eating. and fresh mountain air. Afterwards, my husband and After lunch, my husband must attend the next I go to Café Kitzblick for a glass of wine. The café’s therapy unit on his schedule and I prepare myself slogan “oasis of well-being over the roofs of Kitzbühel” for a short walk. The route takes me through Kitz- is spot on. The setting sun bathes the mountains in a bühel, a town located 800 meters above sea level dramatic light and underlines the holiday atmosphere. which has managed to integrate lifestyle and sport From the café terrace, we look down on the “Streif”, the without losing any of its traditional charm. Inter- legendary slope where every year ski champions of the national designer boutiques alternate with historic world meet to set new records. In summer, visitors can Tirol guest houses. Soon I have left the historical enjoy 500 km of footpaths, an extensive network of bike town center behind me and am surrounded by hay- paths and numerous tennis courts and golf courses. fields and woods. My program for tomorrow is already planned. After a mountain bike tour, I will treat myself to a massage. Fresh Food for Recovery And one thing is sure: when my husband’s knee is prop- erly healed, thanks to excellent medical care, we will Back in the restaurant of the rehabilitation center, return to Kitzbühel on holiday. And then we’ll be just I see Andreas Geisler again. The torrent of prepa- visitors to the rehabilitation center and Café Kitzblick. ration tasks for the evening meal in the kitchen

has ebbed to trickle and the final touches are ContaCt being made to the dishes. “We prepare 270 meals Dussmann Service Austria from fresh ingredients every day and they are Branch Office Tirol served straight from the stove onto the plate. First- Mag. Magnus Embacher class nutrition makes an important contribution to recovery” emphasizes Geisler. “We use exclu- +43 (0) 5 12 - 5 76 98 50 sively ingredients with the AMA seal of quality, we [email protected] source them locally and they are delivered fresh every week. Preparation methods carefully main- WEBSITE tain the nutritional value of foods and control fat Rehazentrum Kitzbühel content.” Dinner is delicious—a combination of www.reha-kitz.at

Serviceplus 1/2015 37 Contact

Dussmann Group Subsidiaries Worldwide

Austria Hungary Switzerland P. Dussmann Gmbh P. Dussmann Kft. Dussmann Service AG Gruberstraße 2—4 Rákóczi út 1—3 Grabenackerstrasse 9 4020 Linz H-1088 Budapest 4142 Münchenstein +43 (0) 7 32 . 7 81 95 10 +3 61 (0) 2 66 . 10 66 +41 (0) 58 . 4 33 34 34 [email protected] [email protected] [email protected]

Bulgaria Italy United Arab Emirates P. Dussmann EOOD Dussmann Service S.r.l. Dussmann Gulf LLC St. Kliment Ochridski 4, Etage 2 via Papa Giovanni XXiii P.O. Box 10692 1504 Sofia 24042 Capriate S. Gervasio (BG) Al Khazna Tower, Nadia St. +3 59 (0) 2 . 9 43 83 98 +39 (0) 02 . 9 15 18 Abu Dhabi [email protected] [email protected] +9 71 (0) 2 . 6 44 41 51 [email protected] China—Hong Kong Latvia Dussmann Service Hong Kong Ltd. Sia P. Dussmann Vietnam 8/F., Edward Wong Tower, Kr. Barona iela 32 P. Dussmann Viet Nam 910 Cheung Sha Wan Road, Riga 1011 384 Kha Can St Kowloon +3 71 (0) 67 . 28 94 15 Hiep Binh Chan Ward +8 52 (0) 25 04 07 77 [email protected] Thu Duc Dist [email protected] HCMC, Viet Nam Lithuania +84 (0) 8 . 38 27 56 00 China—Shanghai uaB “Dussmann Service” [email protected] Dussmann Property Management Ukmerges g. 223 (Shanghai) Co., Ltd. 07156 Vilnius Room 418, No. 3388, +3 70 (0) 5 . 2 12 79 36 Gonghexin Rd., Yongding Building, [email protected] 200436 Shanghai +86 (0) 21 . 52 55 15 35 Luxembourg [email protected] Dussmann Service S.à.r.l. Z.I. Bombicht Czech Republic Postfach B.P. 27 P. Dussmann spol. s.r.o. 6905 Niederanven Zitná 1578/52, 12000 Praha +3 52 . 3 42 05 01 +4 20 (0) 2 . 22 87 44 79 [email protected] [email protected] Poland Estonia Dussmann Polska sp. z o.o. P. Dussmann Eesti OÜ Ul. Kurpinskiego 55 A Mustamäe St. 4 02-733 Warszawa 10621 Tallinn +48 (0) 22 . 8 27 22 90 +3 72 (0) 6 . 51 74 70 [email protected] [email protected] Romania Germany P. Dussmann Serv România S.r.l. Dussmann Stiftung & Co. KGaA Chiscani, 25—27 Friedrichstraße 90 Bucuresti-Sector 1 10117 Berlin Bucuresti, 012242 Romania +49 (0) 30 . 20 25 - 0 +40 (0) 2 . 2 01 79 83 [email protected] [email protected]

Publisher’s Details

Dussmann Serviceplus—The Dussmann Group magazine Publisher: Dussmann Group | Corporate Communications | Friedrichstraße 90 | 10117 Berlin, Germany +49 (0) 30 . 20 25 - 25 25 | [email protected] | Editor in Chief: Michaela Mehls Layout and typesetting: Marketing communication | Printing: K+L DruckenPlus, Berlin Title picture: the German Pavillion at EXPO Milano 2015 (photo: SCHMIDHUBER/Milla & Partner) Editorial deadline: March 26, 2015

38 Serviceplus 1/2015