DG Nachhaltigkeitsbericht 2013___Umschlag Eng.Indd 1 05.09.2014 17:26:21 Contentsinhalt

Future in Our Hands Future in Our Hands Corporate Social Responsibility Report 2013/2014 Corporate Social Responsibility Report 2013/2014 Report Responsibility Social Corporate

Publisher’s Details

Future in Our Hands— The Dussmann Group Corporate Responsibility Report 2013/2014

Dussmann Stiftung & Co. KGaA Corporate Communications Friedrichstraße 90 | 10117 Berlin, Germany T +49 (0) 30 . 20 25 - 25 26 F +49 (0) 30 .20 25 - 25 40 [email protected] www.dussmanngroup.com

Responsible according to German media legislation Jan Flaskamp

Editorial Responsibility Dussmann Group Editorial Deadline: April 30, 2014

Design and Consulting Nur Baute GmbH, Berlin

Photographs Kay Herschelmann, Berlin

Printing Print Produktion Laube GmbH, Berlin

DG Nachhaltigkeitsbericht 2013___Umschlag_eng.indd 1 05.09.2014 17:26:21 ContentsInhalt

TheDussmann Dussmann Group Group im Proﬁl in Proﬁle 4 ResponsibilityVerantwortung for für the die EnvironmentUmwelt 64

ServicesDienstleistungen for People, rund by um People den Menschen ClimateKlimafreundliche Friendly Logistics Logistik schützt die Umwelt

The50 Jahre Dussmann Dussmann Group: – 50 Years On MoreHöhere Energy Energieefﬁzienz efﬁciency in in Buildings Gebäuden

50 YearsJahre ofIdeen Innovative für Menschen Ideas EnAuf Route dem Weg to Green zur „Green IT IT“

FMFM-Kooperation Cooperation Increasesstärkt internationale Competitive Wettbewerbs- Edge RecyclingUnser Recyclingkonzept Concept Reduces schont Environmental die Umwelt Impact fähigkeit Increase of Technical Skills and Knowledge Withoutohne Qualitätsverlust Compromising Quality Kompetenzzuwachs in der Gebäudetechnik

DussmannDie Strategie Group zur gesellschaftlichen Corporate Social SocialEngagement Commitment für die Gesellschaft 74 ResponsibilityVerantwortung Strategy der Dussmann Group 16 Auszeichnung für Spitzenmusiker von morgen

MovingAm Puls with der theZeit: Times: Herausforderungen Challenges and und Objectives Ziele Awards for World-Class Musicians of Tomorrow Gemeinsam anpacken: „Social Day“ in Berlin

“Sustainability„Nachhaltigkeit needs braucht know-how Know-how-Transfer“ transfer” Pulling together: “Social Day” in Berlin Schnelle Hilfe nach der Flutkatastrophe

CornerstonesEckpfeiler für eineof Sustainable nachhaltige Corporate Governance Swift Action Following the Floods Spendenaktion für Erdbebenopfer in Italien Unternehmensführung Sustainability Record and New Objectives Donations for Earthquake Victims in Italy Nachhaltigkeitsbilanz und neue Zielstellungen

AnAttraktiver Attractive Arbeitgeber Employer 28 AppendixAnhang 80

Fair,Faire Competitive und wettbewerbsfähige Wages Entlohnung TheDer aktuelleDussmann Bericht Group zur Report gesellschaftlichen on Corporate Verantwortung Social Responsibility der Dussmann complies withGroup the entspricht guidelines den of theLeitlinien Global der Reporting Global Reporting Initiative (GRI) Initiative Version (GRI) 3.1 Version 3.1 VocationalBerufsausbildung Training für for Nachwuchssicherung Young Talent applicationmit der Anwendungsebene level C (conﬁrmation C (Bestätigungvermerk on page 87). S. 87). Er umfasst Ereignisse und Maßnahmen des Zeitraums Mai 2012–April 2014 und bezieht EmployeeRealistisches Survey: Bild durcha Realistic Mitarbeiterbefragung Insight Itsich reports bei den on Leistungsindikatorenand refers to events and auf measuresdie Landesgesellschaften which took place between

MayDeutschland, 2012 and Italien, April 2014. Luxemburg Performance und Österreich indicators als refer größte to activities Unternehmens in - HighArbeits- Standards und Gesundheitsschutz of Health and Safety Germany,standorte. Italy, Luxembourg and Austria where the largest subsidiaries of auf höchstem Niveau the Group are located. Zur besseren Lesbarkeit verzichten wir weitgehend auf die Angabe der weiblichen und männlichen Form. Es sind selbstverständlich Personen beiderlei Geschlechts gemeint. SustainableNachhaltige ServicesDienstleistungen 46

ModernModerne Cleaning Reinigungstechnik Equipment schont Saves ResourcesRessourcen

DrivingModernisierung the Modernization der Gebäudetechnik of Technical Services

vorantreiben Responsibility for Safe, Sustainable Nutrition

Verantwortung für sichere und nachhaltige Innovations in Security and Environmental Protection Ernährung

Growth and Quality Assurance in Nursing and Care Innovationen für Sicherheit und Umweltschutz

Wachstum und Qualität in der Pﬂege sichern

2 87

DG Nachhaltigkeitsbericht 2013___Umschlag_eng.indd 2 05.09.2014 17:26:28 Foreword

Dear Readers,

You hold in your hands our second report on corporate responsibility. This time it coincides with a milestone in the company’s history–the Dussmann Group’s 50 th anniversary. These past 50 years have seen many innovative ideas which were generated while providing clients sustainable, responsible services. This is the legacy of my husband, Peter Dussmann, and it is what he will be remembered for. Today, we continue to take his entrepreneurial approach with all of our services, both in Germany and across the world.

The spirit that drives our company is the creativity and dedication of our personnel and we want it to stay that way. In order to continue to attract skilled, motivated personnel, we have developed modern employer branding which communicates our strengths: fair wages, punctual payment and equal opportunity for career and personal development. Well-trained, motivated personnel help us to fulﬁll the requirements of our clients.

Our range of sustainable services set trends and they enable us to guarantee high quality standards; new cleaning methodology reduces consumption of resources, modern technical services save energy and meals are produced using sustainably produced, safe ingredients. Each is a component of the whole–the Dussmann EcoSystem.

We practice what we provide. We have invested in reducing toxic emissions in logistics and in the energy efﬁciency of our buildings. We have reduced our ecological footprint through extensive utilization of recycled materials.

Transparency and credibility are our first priority. For the first time, we have fulfilled the standards of the Global Reporting Initiative (GRI) with our report. This signifies that our dedication has been recognized in accordance with international standards and this makes us very proud. It motivates us to extend and build on our existing sustainability program now and in the future. We accept this responsibility with full conviction because sustainability is a corporate principle at Dussmann and embedded in our strategy.

Or let me put it this way: Live it, be it.

Yours truly,

Catherine von Fürstenberg-Dussmann Chair of the Board of Trustees, Dussmann Group

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 3 05.09.2014 13:57:23 THE DUSSMANN GROUP IN P ROFILE Value-Oriented

Dussmann has been providing services for people, by people for 50 years. The family enterprise has business activities across the world and recognizes its global responsibility for sustainable development.

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 4 05.09.2014 13:57:35 5

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 5 05.09.2014 13:57:47 Services for People, by People

The Dussmann Group has grown both Dussmann Service provides integrated in terms of sales and employees for facility management which interlinks all of the individual facility services. The service the tenth year running. In the year of its spectrum extends from infrastructural 50th anniversary, it has continued to services to technical and commercial facility management and space manage- follow its course to success. Investment in ment. Know-how in the technical services international competitive capability and division has been expanded through the new subsidiary, DKA, a refrigeration and modernization of structures ensure that the air-conditioning specialist which develops company will remain on course in the future. solutions for many different sectors. Kursana is the second largest company division and operates Domizil, Residenz and Villa facilities for the elderly as well as for the disabled. In the 116 facilities in Germany, Austria, Switzerland, Estonia and Italy, 6,500 employees care for 13,600 seniors. In Germany, Kursana operates 95 facilities and is a leading private provider of nursing and care for the elderly.

Dussmann Office is a specialist in profe ssional business solutions. Its services include virtual offices, letting of fully-furnished offices, reservation of 61,221 conference rooms and flexible day office solutions. people in 20 countries are Dussmann das KulturKaufhaus offers a employed by the Dussmann Group unique range of products over a sales area of 7,000 square meters on five floors: Books, DVDs, pop and jazz CDs as well as the most comprehensive selection of classical and opera music in the world. Audio books, software, stationery and sheet music are The Dussmann Group provides services also included in the product range. for people, by people with over 61,000 employees in 20 countries. In 2013, the Dussmann KulturKindergarten gemein- company achieved total sales of 1.84 billion nützige GmbH operates corporate in-house Euros and is one of the largest private child-care across Germany, characterized multi-service providers worldwide. by an emphasis on arts and literature, a bilingual approach and long opening hours. Dussmann Service is the largest of the Group’s company divisions. Its services include technical services, catering, security and reception services, cleaning, commercial facility management and energy management, all from a single source. In addition,

6 The Dussmann Group in Proﬁle

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 6 05.09.2014 13:57:49 The board of the Dussmann Group from l. to r.: Dirk Brouwers (CEO), Jörg Braesecke, Pietro Auletta, Dr. Hans-Jürgen Meyer

Sales Worldwide Employees Worldwide

1,843 1,729 1,658 61,221 1,567 1,500 mill. € 60,000 60,213 56,377 57,852 53,749

1,140 1,000 mill. € 40,000

500 mill. € 20,000

2009 2010 2011 2012 2013 2009 2010 2011 2012 2013

The Dussmann Group in Proﬁle 7

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 7 05.09.2014 13:58:07 The Dussmann Group: 50 Years On 50 Years of Innovative Ideas

In May 1963, Peter Dussmann took out a Company History: A Journey into loan of 2,000 Marks and set up his own the Dussmann Group’s Past company with a good business idea. A few weeks before, the 24-year-old from Swabia On the occasion of its 50th anniversary, had read about a company in Rhineland the Dussmann Group published a company which took care of bachelors’ apartments. history which takes readers on a fascinating Why shouldn’t it work in his city of residence, and entertaining journey through the Munich? His small company started off company’s past. Every company employee cleaning apartments, watering flowers and received a compact version as a mark of washing laundry. appreciation for their ideas, their hard work and their dedication. The anniversary logo, a mosaic of thousands of employee portraits, Innovation for Society is also a recognition of their contribution. For the first time in the company’s 50-year 50 years on, his business idea has grown history, a corporate film was produced into one of the world’s leading facility which portrays all of the service divisions management companies. Peter Dussmann in many different locations. The anniversary always focused on extending his service also marked the further development The company history, portfolio to adapt to his clients’ changing of Dussmann Group corporate design. published on the occasion needs. Today, Catherine von Fürstenberg- The Dussmann Group is now the “Dussmann of the 50th anniversary, is a fascinating and Dussmann heads the family enterprise Group” in all languages. The new, modern entertaining journey and, together with the executive board, corporate design includes a new logo through time and the manages the business according to the and reflects the international nature of Dussmann world. same principles as her husband. But with the Dussmann Group. ISBN 978-3-00-041908-9 her own ideas: the Dussmann KulturKinder- garten, for example. The corporate child- care facilities have long, flexible opening times, have an artistic and cultural emphasis and provide bilingual care. The evergreen vertical garden in Dussmann House as well as the adjacent café-restaurant “Ursprung— eat ∙ drink ∙ dream” also bear her hallmark and symbolizes the corporate social responsibility of the Dussmann Group.

The corporate ﬁlm on the occasion of the 50 th anniversary The beginnings of international entrepreneurship: In 1976, Peter Dussmann travelled to Saudi Arabia

8 The Dussmann Group in Proﬁle

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 8 05.09.2014 13:58:13 The Dussmann Group 50th anniversary logo (a mosaic of employee portraits)

Anniversary Gala: Guests from the Worlds of A Tribute to the Company Founder, Politics, Society and Business Peter Dussmann

The central event of the anniversary celebrations was the The keynote speech was given by Wolfgang Clement, anniversary gala on May 23, 2013 with employees and member of the board of trustees of the Dussmann Group. guests from the worlds of politics, society and business. Clement paid tribute to the “born entrepreneur, Peter The emotional climax was the participation of the Dussmann, with his indomitable self-conﬁ dence and his company founder, Peter Dussmann, who had not insatiable hunger for entrepreneurial independence”. appeared in public since a massive stroke ﬁ ve years He applauded the achievements of Catherine von previously. His wife and current chair of the board of Furstenberg-Dussmann who took on the leadership of trustees, Catherine von Furstenberg-Dussmann, and CEO the Dussmann Group when her husband became ill. Dirk Brouwers invited many of his past associates, Dussmann Group managers and representatives from the The governing mayor of Berlin, Klaus Wowereit, also worlds of business and politics. Berlin’s governing mayor, conveyed congratulations: “Peter Dussmann recognized Klaus Wowereit, and the mayor of Dresden, Helma Orosz, the opportunities that the fall of the wall presented were present as were many embassy representatives. and based his company in our city. Success has These included the US ambassador, Philip D. Murphy, vindicated his decision. The Dussmann Group, with with his wife, Tammy and the Vietnamese ambassador, headquarters in the internationally renowned city of Dr. jur. Nguyen ThiHoang Anh. Berlin, has become an international company. My congratulations go to the entrepreneurs, Mr. and Mrs. Dussmann, and to their entire workforce and I wish them all the very best for the future.”

The Dussmann Group in Proﬁ le 9

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 9 05.09.2014 13:59:11 Increase of Technical Skills and Knowledge

In 2013, Dussmann Service Deutschland GmbH acquired Dresdner Kühlanlagenbau GmbH (DKA). The refrigeration Three Questions to … and air-conditioning specialist builds cooling and air-conditioning equipment and provides after-sales services — Dr. Jürgen Meyer from individual systems to customized user-speciﬁc CFO of the Dussmann Group system solutions.

Has the Dussmann Group grown more in Refrigeration and Air-Conditioning Technology for Germany or at an international level? Key Sectors

In the recent past, I am happy to say that we have The acquisition of DKA is a further component in strength- grown in both Germany and abroad. A key factor ening the company’s sector orientation. For companies in of success in both cases is our concentration on the food, pharmaceutical, semiconductor and IT indus- health care. Both our Italian and Austrian tries, refrigeration and air-conditioning systems play a subsidiaries are pioneers in this sector. We offer central role. This is also true of clients in the health care the complete range of services in all countries, sector. which enables us to support our clients in as many different locations as possible. DKA applies speciﬁc technical skills across Germany which perfectly complement Dussmann’s specialist Why is the Dussmann Group increasing its technical know-how. The acquisition extends Dussmann’s sector orientation in facility management? ability to provide the whole range of facility services from a single source. The merger offers DKA further business We are increasingly a preferred partner of market opportunities through contact with clients who have leaders. This provides major opportunities for complex service requirements. long-term strategic partnerships. With our specialized know-how, we can support the core processes of clients, for example in the food Extensive Experience and a Broad Product Portfolio industry, in the pharmaceutical industry or in health care. Dresdner Kühlanlagenbau GmbH was founded in 1953 and is a specialist in refrigeration and air-conditioning Is the acquisition of DKA a departure from the systems. Over 600 employees advise, plan, deliver, install, course of organic growth? maintain and repair refrigeration and air-conditioning equipment, independent of manufacturers. Its product No. We continue to generate organic growth portfolio is as broad as its client portfolio: From standard from existing operations but there are exceptions. industrial refrigerators to the whole range of equipment for The acquisition of DKA has increased the skills large supermarkets and storage. In 2012, sales of 73 and knowledge of our technical services division. million Euros were generated. DKA is certiﬁed according to This enables us to intensify our support of clients EN ISO 9001:2008 as well as the SCC**:2006 standard. whose operations demand cooling systems and technology.

12 The Dussmann Group in Proﬁle

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 12 05.09.2014 13:59:25 Shared Success through Dialog and Partnership

The Dussmann Group needs to identify the expectations of interest groups in order to meet the challenges involved in embracing corporate social responsibility. The company is in constant communication with the media and works together with business, social, political and scientiﬁc organizations in order to achieve its objective of ﬁnding responsible and constructive solutions in the common interest.

Suppliers Clients social and environmental standards, operative excellence, service creating sustainable value quality, economic solutions

Banks Employees ﬁnancial security, risk employee satisfaction, personnel management, forward planning development, employee loyalty

Science Applicants, Skilled research, development, Personnel partnership attractive employer branding, enhanced recognition, reputation

Associations Employee active participation, shaping Representation opinion, setting agendas dialog, trust, inclusion

Shareholders Media stability, family enterprise, information, communication, independence transparency

Politics and Administration society, challenges, background

The Dussmann Group in Proﬁle 13

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 13 05.09.2014 13:59:25 14 The Dussmann Group in Proﬁle

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 14 05.09.2014 13:59:27 In Memoriam Peter Dussmann

The entrepreneur Peter Dussmann died on Active Social Involvement September 26, 2013 at the age of 74 following a long illness. He is mourned by his From 1966 to 2002, he headed the wife, Catherine von Fürstenberg-Dussmann, Dussmann Group as chairman of the board. his family and the 61,000 employees of the He was actively involved in Stiftung Dussmann Group. He was a role model for Fami lienunternehmen, formerly the ASU, many as an entrepreneur, as an exceptional an association of independent entrepre- personality and as the founder of a company neurs. Peter Dussmann also made a name with an impressive success story worldwide. as a patron of the arts. Following the opening of the German borders, he invested a great deal of energy in An Outstanding Entrepreneur preserving historical monuments in Eastern Germany and for many years “It started in May 1963 as a good idea, was chairman of the association of friends cleaning private apartments in Munich. and sponsors of the Staats Oper Over the following 50 years, Peter Dussmann Unter den Linden Berlin, the famous built the company into one of the largest opera house. For his dedication, private multi-service providers in the world. Peter Dussmann was awarded the German His focus was always on the needs of his order of merit, the Bundesverdienstkreuz. clients and employees and of society in general. The board of trustees will remember him as an outstanding personality with Continuity as a Family Enterprise exceptional creative drive,” said board of trustees member, Wolfgang Clement. In September 2007, Peter Dussmann withdrew from day-to-day operations. Peter Dussmann was born on October 5, In December 2010, a foundation assumed 1938 in Rottweil am Neckar. After receiving management of the Dussmann Group and the school certiﬁcate and completing an the chairmanship of the board of trustees apprenticeship in retailing, he worked in was taken on by Catherine von Fürstenberg- sales at a number of different companies. In Dussmann. Since then, she has managed May 1963, he founded a small cleaning the Dussmann Group in the spirit of her company, Peter Dussmann Heimpﬂegedi- husband, together with the executive board. enst. The company quickly developed and The management foundation has established has grown into one of the world’s largest sound structures that secure the long-term private multi-service providers. future of the Dussmann Group.

The Dussmann Group in Proﬁle 15

DG Nachhaltigkeitsbericht 2013___01_Profil_V5___Eng___.indd 15 05.09.2014 13:59:27 DUSSMANN GR O UP C O RPO RATE SOCI A L R ESPO NSIBILITY S TRATEGY On Course

The engine of the company’s success is the creativity and ideas of its employees. Operative excellence is its strategic basis. Sustainable processes create new opportunities and ensure that the company remains on its course to success.

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 16 05.09.2014 14:14:25 17

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 17 05.09.2014 14:14:36 Moving with the Times: Challenges and Objectives

In a fast-changing world, what counts is the ment providers have a special responsibility ability to take on new challenges and to to apply service solutions to facilitate higher energy efﬁciency and lower CO2 emissions, react to changing needs with new service to reduce water consumption and waste solutions. The Dussmann Group is well generation and to optimize procedures. This leads to a reduction in operational costs while prepared for these challenges with efﬁcient simultaneously improving user satisfaction. structures, unequivocal client-orientation and a demanding sustainability program. Sustainability Standards are Widespread

The application of sustainability standards as criteria for assessment and certiﬁcation of buildings is on the increase. Such standards are often applied to existing properties and are ﬁnding growing acceptance on international real estate markets as a key valuation indicator and a measure of desirability and resale value.

Established standards include those of the German Sustainable Building Council (DGNB), the BREEAM (Building Research Establishment Environmental Assessment Methodology) classiﬁcation system and LEED 90 % (Leadership in Energy and Environmental Design). The facility management industry of facility management companies has reacted accordingly: 90 percent of service companies are currently working on are working on extending a portfolio establishing and extending a sustainable of sustainable products product portfolio (Lünendonk study: Facility Service Unternehmen 2013).

Buildings Need Higher Resource Efﬁciency

There is huge potential for more sustainable use of resources in business and residential properties. Buildings account for 40 percent of all energy consumption in Germany and

for a large part of CO2 emissions. In addition to consistent refurbishment, one of the key factors in environmentally compatible use of buildings is a concept for resource efﬁciency of operational processes. Facility manage-

18 Dussmann Group Corporate Social Responsibility Strategy

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 18 05.09.2014 14:14:44 Quality Management at DKA

Dussmann Group Corporate Social Responsibility Strategy 19

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 19 05.09.2014 14:14:48 Hygiene and Quality of Foods The demand for healthy, responsibly Info under Scrutiny produced food products has also expanded Consumers Care the proportion of consumers who have According to the It is increasingly important to consumers chosen to follow a vegan diet—nutrition environmental barometer 2013 from the that foods are recognizable as healthy and based exclusively on plant foods. In federal ministry of safe. Contaminated fruit in school meals, Germany, there are already 800,000 people economics, 22 percent fraudulent organic labeling of eggs, who belong to this group and the number is of German consumers buy organic foods contaminated feed and horse meat in frozen growing. They expect to purchase vegan often or exclusively. convenience products have further driven foods not only in from retailers but also in 52 percent do so demand for more sustainability in catering catering operations where meal plans offer occasionally. Regional origin was named as the operations. Service providers are expected variety. most important reason to apply very high quality standards to for purchase of organic products and to meticulously monitor products, followed by animal welfare and compliance with strict hygiene regulations, Strategies to Avoid Food Waste minimization of harmful using well-trained staff. The traceability of substances. food needs to be guaranteed through careful Public awareness of food waste has grown. selection of suppliers in order to be able to In Germany, around seven million tons of react swiftly in risk events. food is thrown away every year. Figures like this are alarming, especially in the context of rising raw material prices. Campaigns to inform the public have been launched and catering companies can make an effective contribution. For example, needs planning can be improved by carrying out customer surveys; staff can be trained in preparation methods that minimize food waste; unavoid- able food waste can be recycled to produce energy.

Strict checks on incoming goods Promotion of the vegan meal range

20 Dussmann Group Corporate Social Responsibility Strategy

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 20 05.09.2014 14:14:50 Dedicated, motivated nursing professionals at Kursana

Increasingly Demanding Quality Requirements The Shortage of Skilled Personnel will Intensify in Nursing and Care Quality in nursing and care operations is directly The consequences of demographic change are now dependent on the work of motivated, qualified profes- among the greatest social challenges in the developed sionals. In Germany, there are already 900,000 people industrial countries. In the face of rising life expectancy, working in nursing and care but this is not enough the number of those in need of nursing care in Germany to meet the growing demand. Studies have identified will rise from 2.3 million today to 3.5 million in 2030. a shortage of 30,000 nursing staff that will grow to Just as demographic change has become a topic of 200,000 by 2030. The situation demands action, not public discussion, so has the situation in the nursing and only at a political level. Training and further qualification care sector. Quality deficiencies in in-house care are must be promoted and better conditions must be sporadically identified and interpreted by the media and provided to increase the appeal of geriatric care as a interest groups as an indication of a growing crisis in the profession. Equally, the nursing and care sector is called system as a whole, and the efficacy of existing quality upon to develop strategies to recruit personnel, to controls has been questioned. This puts pressure on increase employee loyalty and for personnel develop- nursing and care providers to invest more in quality ment. There is emphasis on increasing the number of assurance and, together with politicians and associations, apprenticeships, stepping up further training, and to develop monitoring instruments which fulfill the criteria integrating qualified staff from other countries. of transparency and credibility without losing sight of the administrative effort and costs involved.

Dussmann Group Corporate Social Responsibility Strategy 21

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 21 05.09.2014 14:14:52 expect transnational solutions. And I believe being an international company also involves successful integration of qualiﬁed personnel from other countries. In nursing operations at Kursana, where the need for skilled personnel is especially great, this works very Dirk Brouwers, CEO of the Dussmann Group well. In service operations too, internationalization in the personnel sector will grow. It is all about intelligent know-how transfer in both directions.

“Sustainability Needs The cooperation with Grupo EULEN and Interserve will increase the process of Know-How Transfer” internationalization. Is this a sustainable approach?

Yes, definitely. Many of our clients Mr. Brouwers—the 50th company Entrepreneurial vision and innovative are seeing ongoing growth on anniversary provided a good ideas still form the basis of our international markets. We plan to opportunity to take stock but success but it is our workforce follow and support this process as also to look ahead. What has which brings it to life. We involve a service provider. We do this much made Dussmann so strong in them in the entrepreneurial process better and faster if we can offer the the past and what is the future at all levels. whole range of services over a wide recipe for success? geographical area. This is what is The Dussmann Group is already achieved through the new coopera- The unique combination of Peter active in 20 countries. Over half tion, which enables us to participate Dussmann’s creative energy, his of the workforce works at an on all continents and with more than talent for recognizing a good international subsidiary in 190,000 employees. We are happy business model and his intuition of Europe or Asia. Is Dussmann to have found two such potent people’s needs. To ensure contin- becoming an international partners. Our abilities complement ued healthy growth, we will expand brand? each other, as do our geographical our international geographic footprints. We can learn a great deal footprint and develop our services This has been the case for some from each other. portfolio—with operational excel- time. The first international subsidi- lence, with even more sector aries in Italy and Austria were Is Dussmann still a family expertise and through integration of founded in the 60s. We are an enterprise? services; this involves moving from international company and we intend provision of individual services to to consolidate and expand. We are We are a family enterprise and we multi-service provision. We see huge developing existing international will remain so in future. This is potential for innovation in carefully subsidiaries and in places where we especially apparent in the chair of coordinating personnel and do not have sufficient infrastructure, the board of trustees, Catherine von information technology. we work with partners. Our clients Furstenberg-Dussmann, who

22 Dussmann Group Corporate Social Responsibility Strategy

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 22 05.09.2014 14:15:01 represents the family enterprise cultivate our strengths and commu- In 2012, the Dussmann Group both internally and externally. Our nicate them more visibly. Our published its first sustainability corporate culture is just as important advantage is the huge range of jobs report. How would you summa- in underlining this characteristic— and the career opportunities that the rize the past two years and what the way we work together, our company offers new applicants. Our are the sustainability objectives mutual trust and respect. These efforts to establish that the company has are all values which are expressed sector-specific, set for the future? in the code of conduct and at the generally binding, “We want our presentation of the Peter Dussmann regionally adjusted employees to Our first report described awards. Value-orientation needs to minimum wages are who we are, what we do be part of our day-to-day dealings also important; they be partners in and the philosophy that and management must set an prevent competition the business we apply when we do it. example. being at the expense This clarity has been well of employees. These at all levels.” received by many partners Dussmann Group employees are all elements of and internally has are, as always, the central focus attractive employer branding—a encouraged our employees in their of the company’s commitment central project for the future in which efforts. We have since made to sustainability. Why was the all divisions are actively involved. progress. The work of our sustain- employee survey important and ability board, which drives active what insights did it provide? The company helps clients to benchmarking in all service improve their sustainability divisions, plays a decisive role. It is The welfare of our more than 61,000 record through provision of there that we generate ideas, learn employees is very important to us: sustainable EcoSystem ser- from each other and ensure that They are the company’s most vices. Has demand grown? standards are always on the rise, valuable asset. This is why we whether it involves environmental wanted to know what they appreci- The trend is unbroken but the protection, employee orientation or ate about Dussmann and where separation between sustainable cost efficiency. This is how we they see room for improvement. The and non-sustainable services is achieve our sustainability objectives results make me optimistic. Over 60 becoming a thing of the past. and implement standards according percent are satisfied with Dussmann We now offer our clients only to international criteria. as an employer. We can build on this concepts which adhere to the and the criticism is useful. We have principles of sustainability. In the drawn useful conclusions from the cleaning division, nearly 100 survey and are currently following a percent of services provided under personnel strategy of improving new contracts conform to management culture, intensifying Dussmann EcoSystem standards. initial and further training opportuni- In the catering division and ties and optimizing communication. technical services, we are well on the way to the same situation. This Does the development of is in line with our corporate modern employer branding philosophy and its objective of benefit from this process? consistent sustainability. Ultimately, it is the client who decides. If more What is clear is that we require regional products are required to qualified personnel to achieve our reduce environmental impact, we targets for the future. We must are happy to comply.

Dussmann Group Corporate Social Responsibility Strategy 23

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 23 05.09.2014 14:15:02 Cornerstones of Sustainable Corporate Governance

Info Added Value through Sustainable Compass for Ethical Corporate Service Provision Principles The sustainability strategy of the The Dussmann Ecosystem not only The code of conduct is a central element of Dussmann Group has three components, describes the three dimensions of sustain- corporate culture and an ethical compass for which are all clearly ability on which corporate governance is employees. All members of staff are required value-oriented and based: to give a legal undertaking to comply with its quality-oriented regulations and management staff must set social responsibility for employees and an example. One of the objectives of the society code of conduct is to counteract corruption environmental protection in all company before it begins and to ensure a level playing divisions ﬁeld. The code promotes mutual respect in sound business development our dealings with one another and seeks to preclude harassment and discrimination. In It also puts these principles into practice cases of breach of the code of conduct, through sustainable service provision disciplinary action is taken and, where which exceeds conventional standards. appropriate, criminal sanctions are applied. All Dussmann Group service divisions Every member of staff is duty bound to have developed service concepts which report any infringements of which they have offer the client added value in terms of knowledge to their supervisor or to the sustainability. There are many assessment compliance ofﬁcer without fear of retribution. criteria applied in EcoSystem concepts. These range from optimization of operational costs to responsible staff management to procedures and technologies which ensure careful use of resources.

Dussmann EcoSystem Code of Conduct

Social Responsibility establishing and practicing common values employees are our most valuable asset. binding, unambiguous rules of conduct for all employees

Environmental Responsibility management as a role model for ethical conduct environmental protection in food preparation, use of compliance ofﬁcer as a central point of contact chemicals and energy savings

Economic Responsibility healthy business development as a basis for long-term planning

24 Dussmann Group Corporate Social Responsibility Strategy

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 24 05.09.2014 14:15:03 Strategic Instrument Sustainability Board

Guaranteed Compliance with Certified The Dussmann Group sustainability board is responsible for Standards the initiation of sustainability projects and determination of new objectives. The committee, which is made up of all The integrated management system is a tool members of the executive board and representatives of the to implement quality assurance, environmen- services divisions and subsidiaries, meets two to three times a tal protection, and health and safety in a year and has executive authority. structured, systematic way. As part of the continuous improvement process, new requirements and innovative processes are introduced into the integrated management systems and thus embedded into company infrastructure. The compliance with standards is confirmed through group certification by Executive Board Corporate Communication TÜV. The management system of the nursing and care provider, Kursana, is also certified, as is the alarm receiving center at Gardel- Personnel Integrated Management egen. In addition, certification has been awarded for food and safety, and security services. The international Dussmann Central subsidiaries are certified according to the Quality Purchasing most important international standards.

Sustainability board

DKA Kursana

KulturKindergarten KulturKaufhaus

Cleaning, Catering, Security, Technical Services Integrated Management System

quality management (ISO 9001) Tasks environmental management (ISO 14001)

health and safety management analysis of market and social challenges (OHSAS 18001) resolution of new products and structures management system certiﬁed by TÜV selection of stakeholder and their involvement DIN 50518 AES Gardelegen in sustainability strategy monitoring of operative implementation of sustainability strategy

Dussmann Group Corporate Social Responsibility Strategy 25

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 25 05.09.2014 14:15:04 Sustainability Degree of Division Project Fulﬁllment Record and Company deployment of energy company-wide 100 % 100 % saving tips New Objectives as a Whole reduction of fuel consumption – 10 % 100 % – 10 %

In its first sustainability report for 2011/2012, the Dussmann Group set binding sustainabil- Technical energy saving lighting in offices not included in objectives Energy savings 80 % ity objectives and quantified them with verifiable figures. The company and its Services employees are proud to report that the majority of these objectives have been met. regenerative energy in Dussmann not included in objectives 100 % In order to prolong this success and to buildings continuously improve its sustainability record, the Dussmann Group has defined ambitious targets for the following two years. Catering proportion of MSC fish 30 % 115 % 50 % number of organic operations 15 100 % 20

barn system eggs exclusive use 100 % 100 %

energy recovery, fat 3,400 l on 14 sites 100 % on 30 % of sites

energy recovery, wet waste 160 sites/11,885 units of 120–240l 100 % on 80 % of sites

Cleaning use of hygiene paper with reduced 5,800 packaging units 100 % 6,250 packaging units volume

waste bags made of recycled material exclusive use 100 % 100 %

highly concentrated cleaning products use in 50 major contracts 100 % use in 150 further contracts

new laundry and cleaning products changeover at all facilities 100 % 1) change to highly concentrated products at Kursana 2) reduction of cleaning product through 5 % dilution

EcoSystem vacuums 2,050 vacuums 100 % 6,500 vacuums

EcoSystem 275 machines 100 % 545 machines cleaning machines

Nordic Swan label 23,000 cloths 100 % 100,000 cloths cleaning cloths

dosage equipment use in 50 major contracts 100 % use in 150 further contracts Security electronic logbook on 30 % of sites 60 contracts when contracts are extended Services rechargeable batteries exclusive use 100 % 100 %

26 Dussmann Group Corporate Social Responsibility Strategy

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 26 05.09.2014 14:15:06 Degree of Division Project 2013 Fulﬁllment 2016

Company deployment of energy company-wide 100 % 100 % saving tips as a Whole reduction of fuel consumption – 10 % 100 % – 10 %

Technical energy saving lighting in ofﬁces not included in objectives Energy savings 80 % Services regenerative energy in Dussmann not included in objectives 100 % buildings

Catering proportion of MSC ﬁsh 30 % 115 % 50 % number of organic operations 15 100 % 20 barn system eggs exclusive use 100 % 100 % energy recovery, fat 3,400 l on 14 sites 100 % on 30 % of sites energy recovery, wet waste 160 sites/11,885 units of 120–240l 100 % on 80 % of sites

Cleaning use of hygiene paper with reduced 5,800 packaging units 100 % 6,250 packaging units volume waste bags made of recycled material exclusive use 100 % 100 % highly concentrated cleaning products use in 50 major contracts 100 % use in 150 further contracts new laundry and cleaning products changeover at all facilities 100 % 1) change to highly concentrated products at Kursana 2) reduction of cleaning product through 5 % dilution

EcoSystem vacuums 2,050 vacuums 100 % 6,500 vacuums

EcoSystem 275 machines 100 % 545 machines cleaning machines

Nordic Swan label 23,000 cloths 100 % 100,000 cloths cleaning cloths dosage equipment use in 50 major contracts 100 % use in 150 further contracts Security electronic logbook on 30 % of sites 60 contracts when contracts are extended Services rechargeable batteries exclusive use 100 % 100 %

Dussmann Group Corporate Social Responsibility Strategy 27

DG Nachhaltigkeitsbericht 2013___02_Strategie_V5___Eng____.indd 27 05.09.2014 14:15:06 28

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 28 05.09.2014 16:38:20 AN ATTR A CTIVE EMPLOYER Many Opportunities

The Dussmann Group shows responsibility towards its employees: Fair and punctual wages, mutual respect, and good working conditions are a matter of principle, as is the opportunity for promotion and exemplary management.

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 29 05.09.2014 16:38:32 Fair, Competitive Wages

“ Our employees are the foundation of the Preventing Unfairly Low Wages Dussmann Group–our company is built For the Dussmann Group, equitable, reliable on their work–and that is why it is so payment of employees is central to corporate important to be an attractive employer. We social responsibility. The company ensures punctual payment and complies with all provide support, opportunity for promotion fiscal and social insurance regulations. It is and training to our staff from the start.” committed to generally applicable, sector- specific, regionally adjusted minimum wages. The Dussmann Group acts as a driving force Catherine v. Fürstenberg-Dussmann and partner in implementing the numerous minimum wage regulations. Minimum wages ensure a level playing field for all market competitors. In the context of freedom of movement within a united Europe, minimum wage agreements play a central role in preventing unfairly low wages.

Prepared for Minimum Wages

The Dussmann Group welcomes the introduction of a universal minimum wage in Germany, planned for 2017. The company does not expect any negative inﬂuence on company growth; a minimum wage is already prescribed out of 28 in 21 of the 28 EU states—in many of which 21 Dussmann has a subsidiary. This has not led EU states have minimum to social or economic setbacks such as loss of jobs. The company has not experienced any wage regulations negative impact from minimum wage regulations; both sales and employee numbers have seen stable growth since the introduction of sector-speciﬁc regulations.

Commitment to Minimum Wages in Catering

Dussmann Service actively supports introduction of minimum wages in the catering sector. In order to encourage discussion of the issue, the company initiated the formation of a catering committee within DEHOGA, the German hotel and catering association). Until a minimum wage is introduced for this sector, an internal basic wage applies that is oriented on the minimum wage in other sectors.

30 An Attractive Employer

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 30 05.09.2014 16:38:32 Minimum wages do not hinder growth in the service sector

Change in minimum wage 2012/2013 in security services, nursing and cleaning

7.00 € 7.75 € 7.50 € 8.00 € 8.75 € 8.75 € 8.90 €¹ 9.00 €

Security Services Nursing

Minimum wages are standard practice in many services and have been so for some time. Nevertheless, the Dussmann Group has not experienced negative impact on sales or the number of employees and does not 7.33 € expect to do so in the future. 7.56 € 8.82 € 9.00 €

61,221 60,213 60,000

40,000

20,000 Cleaning

2012 2013

Amount in € hourly rate 2012 Amount in € hourly rate 2013 Employees Worldwide

An Attractive Employer 31

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 31 05.09.2014 16:38:32 Vocational Training for Young Talent

Objective To maintain its growth in the face of demo- Dussmann Service graphic change, the Dussmann Group cleaning technician (m/f) More Apprentices at must make the recruitment, development cook (m/f) Dussmann Service and loyalty of qualified, motivated profession- certified security operative (m/f) Dussmann Service accommodates between als a priority. In addition to the recruitment certified security specialist (m/f) 120 and 150 apprentices of experienced skilled personnel, the certified administrator every year. The objective intensification of its own training activities office management (m/f) is to intensify vocational training activities and to is strategically vital. Young people working certified administrator increase the number of for Dussmann, a global player on the human resources (m/f) apprentices from 150 to services market, benefit from the huge media designer (m/f) 200 in the coming years. range of vocational training—from administra- systems mechanic (m/f) tive work to practical and social occupations—which is provided by the company. Dussmann das KulturKaufhaus bookseller (m/f) music store sales person (m/f)

Kursana geriatric nurse (m/f)

KulturKindergarten nursery educator (m/f)

DKA mechatronic engineer for refrigeration (m/f) IHK Berlin campaign “Wir bilden aus”: certiﬁed ofﬁce administrator (m/f) http://www.dussmanngroup.com/de/ dussmann-group/jobs-karriere/ berufsausbildung/

Passing on skills

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 32 05.09.2014 16:38:34 Participants at the central apprentice day, Dussmann Service Germany

Integrated Studies The courses are run in cooperation with two colleges: Hochschule fur Wirtschaft Ambitious young people who want to und Recht in Berlin and Berufsakademie combine their studies with practical training Sachsen. Students alternate between can choose from the following Bachelor theory and practice every three months. courses at the Dussmann Group: During the practice phase, they work in several sections of the company and are Courses fully involved in day-to-day operations and Business Studies project work. with focus on services management Business Studies with focus on facility management Business Studies with focus on industry

An Attractive Employer 33

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 33 05.09.2014 16:38:50 Apprenticeship Campaign in the Service Division

The wide spectrum of apprenticeships at Dussmann ranges from manual orientation to administrative work and social occupations.

The Dussmann Group plans to concentrate support training expertise. Trainers are efforts on using vocational training to prepared even more intensively and the generate the professional skills that will be content and schedule of vocational training needed in the company in the future. To this processes is closely coordinated with branch end, Dussmann Service launched an offices and services divisions. apprenticeship campaign in 2013. Information for specific target groups has Its objectives are to raise the quality of been systematically prepared and made training and to increase the number of available to applicants on the internet and to apprentices as well as the proportion of apprentices on the company’s own intranet. apprentices who stay on after training. In June 2013, the first central apprentice day was organized by Dussmann Service Deutschland. The emphasis was on exchang- Practice-Oriented Concepts ing experience and group work on the topic at Dussmann Service of “Dealing with people at Dussmann”. In conclusion, apprentices were given the Dussmann Service is focusing on providing opportunity to gain practical insights into the information and establishing networks to various services carried out by the company.

34 An Attractive Employer

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 34 05.09.2014 16:38:52 489 High Standards at Kursana 450 415 400 In the face of a growing shortage of skilled

personnel in the nursing sector, Kursana has 300 substantially extended its training program. In 2013 alone, 250 young people, a third of 251 200 them men, started vocational training at 192 Kursana. The company is currently training around 450 people in geriatric nursing and 100 care and guarantees that those who have performed well will be offered an unlimited contract of employment at the end of 2009 2010 2011 2012 2013 training. In 2013, the proportion of trainees who were taken on was 80 percent. The number of apprentices at Kursana

Apprenticeship Workshops Provide Preparation for Examinations Info Orientation Kursana not only supports its apprentices Partners in Education Kursana has initiated a number of measures at the beginning of their training but also National and state government, the federal to ensure that high quality standards are provides help to prepare for nursing employment agency and maintained in training. This includes regular exa mi nations by organizing central work- nursing associations have trainings for trainers in the facilities and an shops in the final training year. These launched a campaign for training and qualification in introductory workshop for new apprentices. include advice on dealing with examination geriatric nursing with the This took place for the fourth time in 2013 anxiety, effective methods of revision and objective of combating the and is considered exemplary in the nursing relaxation exercises in addition to courses shortage of skilled personnel in this sector. and care sector. Presentations on nursing on the complex medical subjects involved in www.altenpflegeaus- topics are given and exercises which demon- nursing, such as dementia, Parkinson’s bildung.net strate how to work with people with disease and diabetes. dementia or physical handicaps are led by experienced mentors. The objective is to raise participants’ awareness of the demands of the work and to motivate them to utilize the career opportunities that nursing and care offers.

Preparation for nursing through hands-on training

An Attractive Employer 35

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 35 05.09.2014 16:38:53 High Standards Qualiﬁed Staff for of Further Training Long-Term Success

On the Dussmann Campus and at the Kursana Akademie, Initial and further training of employees across many employees take advantage of the training courses which the world is a priority at the Dussmann Group. prepare them for the requirements of the clients and enable Market dynamics, new technologies and them to acquire further qualiﬁcations. procedures and changing business processes are constantly presenting new challenges. These challenges demand continuous training of all employees on products, business topics and methods. Much of this training is carried out at the central training facilities, the Dussmann Campus Kursana Akademie Dussmann Campus and the Kursana Akademie.

1,500 Dussmann Service employees receive further 1,500 training at the Dussmann Campus in Zeuthen. 1,318 1,289 1,310 In 2013, over 1,200 employees took part in 1,254* 1,172 1,000 approximately 200 seminars which focused on the following subjects: 500 cleaning technical services 250 security services catering, nutrition and hygiene personnel management 2011 2012 2013 2011 2012 2013 management and communication participants participants sales quality management

In 2013, a record number of participants took part in courses at the Kursana Akademie at seven locations in Germany, where 1,500 In 2013, a total of nursing and care staff received further training. In addition to individual seminars on nursing topics and management, employees can acquire additional qualiﬁcations by attending in-service training courses. Also included in the training program are courses which aim to 2,789 maintain the health of employees, for example by preventing back problems, dermatitis and participants stress-related disorders.

* fall in the number of courses due to renovation on the Dussmann Campus in Zeuthen

http://www.dussmanngroup.com/en/ corporate-responsibility/training/

36 An Attractive Employer

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 36 05.09.2014 16:38:53 International Recruitment

As a further strategic measure to combat the shortage of skilled personnel, Kursana has made it an objective to recruit employees in other countries and to systematically profe ssionalize the recruitment process. The 10 0 support of personnel recruitment agencies Romanian apprentices and international cooperation partners has are in training for employment already led to successes in finding qualified nursing staff for Kursana in Poland, Romania in Germany and Spain. Kursana is also investing in training personnel in their home countries. At the end of their training, it is planned to deploy them in German facilities. Kursana is currently Responsibility for Integration providing vocational training for around 100 apprentices in Romania to enable them to Kursana is aware of its responsibility for achieve a qualification. In addition to nursing successfully integrating the new employees skills, they also receive German language into the company and its operational instruction. Regular practical training in processes. In order to prepare them Germany is an important component of the thoroughly for the daily nursing routine, they course. receive special training in intercultural communication. In the Kursana Akademie for example, role plays are used to practice interaction with residents, doctors, families, and colleagues. Participants practice communication strategies and methods for use in their daily work, build up their medical vocabulary and work on personal linguistic issues.

The project also presents managers with new challenges. Differing cultural values result in differing expectations concerning the role of supervisors. Kursana managers are trained to recognize intercultural misunderstandings and to avoid conﬂict. They learn to establish a transcultural team spirit.

Increasingly, Kursana recruits skilled personnel from other countries

An Attractive Employer 37

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 37 05.09.2014 16:38:54 Employee Survey: A Realistic Insight

Objective

Development of Management Culture On the basis of survey results, a human resources strategy has been developed to improve structures in the Dussmann Group and to better answer the needs of the workforce. The company will strengthen the skills of its management and develop a management culture based on trust and team spirit. Internal communication between management and staff will be improved and opportunities for better interchange created.

Employee satisfaction is a key component of corporate success

The enthusiasm and motivation of the workforce (and therefore the success of the 35 percent of those surveyed company) are largely dependent upon returned questionnaires employees’ job satisfaction and the The majority of participants are employer’s image. In order to achieve a satisﬁed with Dussmann and realistic overview and to identify potential for selected “All in all, I can say: This is improvement, the Dussmann Group carried a good place to work”. out a survey on 3,000 employees and Aspects which found the strongest management staff in 2013. The external approval were clear leadership, pride partner responsible for the conception and in personal achievement and evaluation of the survey was the institute, company achievement, credibility Great Place to Work®. The most important and the initial welcome to the results of the survey: company. Participants identiﬁed improvement potential in further training and development, recognition of achievement, involvement in decision making, encouragement to achieve a work-life balance, and the remuneration system.

38 An Attractive Employer

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 38 05.09.2014 16:38:56 SA 8000: Certiﬁed Social Standards

Interviews with Management Staff Dussmann Service Italy has committed itself to social responsibility and has As a supplement to the employee survey, 60 been awarded certification according to managers were selected for interview on the the SA 8000 international standard. most important aspects of human resources These social standards were developed strategy and to assess company image. In by the US non-governmental organiza- addition to identifying characteristics which tion Social Accountability International represent the strengths of the company such (SAI) on the basis of the international as “successful”, “cost-conscious” and convention on human rights and the “performance-oriented”, participants also recommendations of the International Labor Organization specified weaknesses in personnel develop- (ILO). It is an internationally recognized certification standard ment and recognition of achievement. The which involves a number of very strict criteria, including: most important improvement potential was identified in feedback culture, internal humane working conditions communication, recognition and promotion, freedom of association internal placement and in the recruiting prohibition of child labor, forced labor and discrimination process itself. These topics can be summa- appropriate working hours and adequate wages rized under the heading “respect and minimum standards of health and safety fairness” and play an important role in the workplace culture at the Dussmann Group. This is why the company takes these surveys very seriously.

Human Resources Management

Both surveys provide important information for the further development of human resources strategy at the Dussmann Group and of a deﬁnite action plan. This includes:

improving the process of ﬁlling vacancies through internal placement increasing management training and further training in other ﬁelds developing a management model evaluating and developing management personnel Compliance with social and environmental standards also apply to international introducing SAP human capital manage- Dussmann subsidiaries ment to standardize processes company- wide In accordance with the standard, Dussmann Service Italy regularly publishes an SA 8000 report on the company’s activities in relation to social responsibility.

http://www.dussmann.it

An Attractive Employer 39

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 39 05.09.2014 16:38:59 Premiere for New Dussmann Group Employer Branding

The employer branding campaign focuses on the achievements of employees

It is the objective of the Dussmann Group to Employee Achievement in Focus ensure that a qualified operative is always in the right place at the right time. Increasing “Everyday heroes”. This is the title of the new the number of applicants from specific target Dussmann Group employer branding cam- groups and strengthening the loyalty of paign. On posters and on the internet, existing staff are both high on the agenda. employees are presented as “everyday heroes” and “nursing heroes”. The campaign recog- The Dussmann Group is concentrating its nizes the achievements of existing employees efforts on raising the level of recognition: and introduces potential employees to the The company has invested in efficient huge variety of occupations in the Dussmann communication tools, such as a modern world. The images present the whole spectrum careers portal, new brochures and job of service provision: From catering for millions advertisements. of diners to security for administrative and manufacturing locations; from efficient interior cleaning to friendly reception services and technical services, including the new refrigeration and air-conditioning services; from child-care at Dussmann KulturKindergarten to geriatric care at Kursana.

40 An Attractive Employer

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 40 05.09.2014 16:39:00 The careers portal offers a wide range of information on individual occupations

The Dussmann Group actively involved its workforce in the design of the new employer The Careers Website Helps branding. A postcard campaign was targeted Make Career Choices at around 30,000 employees, encouraging them to contribute slogans. In the new careers portal, karriere. dussmanngroup.com, users can ﬁnd The best suggestions were selected from the out about the more than 280 occupa- hundreds of answers and, in combination tions at the company. with photos, used on posters displayed in inner cities across Germany and on the internet.

http://karriere.dussmanngroup.com

An Attractive Employer 41

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 41 05.09.2014 16:39:00 High Standards of Health and Safety

Info The Dussmann Group does all it can to OHSAS Establishes a Sound Framework ensure the physical safety and health of its OHSAS 18001 employees. The company not only complies The standard regulates procedures for The OHSAS 18001 with applicable legislation and regulations in planning, execution and monitoring. standard (Occupational Health and Safety each country but has also made health and Risk assessments are systematically Assessment Series) is safety an intrinsic part of its integrated carried out at each work place and an international standard management system (IMS). resources, tasks and responsibilities for for assessing and certifying health and carrying out the action plan are determined. safety management Structures and processes at the Dussmann In the Dussmann Group IMS manual, the systems. Group are subject to the internationally functions of the health and safety specialist, recognized management standard OHSAS the company physician, the health and safety 18001 (Occupational Health and Safety officer and first-aiders are clearly defined. Assessment Series) and compliance is Extensive training enables employees to regularly certified. recognize risk and teaches them safe conduct at work. The most important statistics such as accident frequency are documented and preventive measures are taken. In Germany, the Dussmann Group cooperates with the Berufsgenossenschaft Bau accident insurance organization for training and medical examinations. This is the only accident insurance body which operates its own medical service.

Expansion of Health and Safety Management

Health and vitality are important inﬂuences on an employee’s ability to perform and on job satisfaction. Programs which promote health make a substantial contribution to the appeal of an employer. The Dussmann Group has recognized the importance of this responsibility and expanded its health and safety program. This includes the further training that is carried out on the Dussmann Campus and at the Kursana Akademie. Central and regional health promotion programs also play an important role.

Regular training on health and safety minimizes risk in the workplace

42 An Attractive Employer

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 42 05.09.2014 16:39:04 “Dussmann bewegt”—the ﬁrst staff health event at Berlin headquarters were a great success

Health Days at Headquarters Regional Emphasis

In 2013, the company organized its first two-day staff The Dussmann Group considers the promotion of health health event titled Dussmann bewegt (Dussmann moves) the responsibility of the entire company and has rolled out at headquarters in Berlin. 200 employees accepted the a series of activities at regional level. Two projects are invitation and participated in courses typical of this approach. on nutrition and daily health care as well as physical exercise. Topics ranged from improved work organization In cooperation with the works council and the health to “brain food” to improve concentration, from back and insurer AOK, the Dussmann Service branch office in neck massage to preventive medical check-ups for Leipzig launched the “health promotion for cleaning computer workplaces. Participants checked their operatives” project. At the first event, experts from the personal fitness at the DAK, where blood pressure was cleaning materials manufacturers, Dr. Butze and PPS tested after climbing steps. The response to the two-day Pfennig, demonstrated ergonomic cleaning techniques in event was very positive: practice and the correct use of materials and equipment.

97 percent would recommend the event to other The Dussmann Service branch ofﬁce in Southern Bavaria employees worked together with the accident insurance organization 95 percent would like the event to take place regularly Berufsgenossenschaft Bau to offer employees a free around 90 percent rated the event organization as health check-up. A bus containing a mobile medical good to very good practice was stationed in front of the ofﬁces of a large Dussmann client in Munich for a week. Employees were given the opportunity to have their blood pressure measured and their skin examined and to discuss health issues in connection with their daily work.

An Attractive Employer 43

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 43 05.09.2014 16:39:09 An International Health Promotion Program

Back workouts strengthen back muscles and exercise the spine

Dussmann Service Austria: using them. Short, individually timed units of exercise Fitness in the Workplace using these training devices can strengthen the entire body. About six months after the start of the exercise Dussmann Service Austria has been program, employees are surveyed anonymously on the promoting the health of the workforce results of training. for many years. In 2009, the unique “healthy, safe cleaning” pilot project was carried out in the lower Dussmann Service Austria has established a close Austrian hospitals of Hollabrunn and Hainburg. Health cooperation with occupational health practitioners, who and safety was improved and simultaneously, levels of job carry out site inspections to identify potential health risks satisfaction among cleaning operatives rose. Following due to faulty posture. They are subsequently available by the success of this project, subsequent measures were telephone to answer questions from staff on occupational initiated in autumn 2012. health.

Back Workouts Company Physicians at Dussmann Service Italy

The main objective of the back ﬁtness program is to Health and safety management stretch and strengthen weak muscles and to exercise the at Dussmann Italy is carried out spine. Participants were given the opportunity to test their by a team consisting of 20 ﬁtness level and were provided individually customized regional company physicians training exercise programs. The aim was to encourage and one coordinating physician. them to enjoy exercise, to increase physical wellbeing and to identify and avoid movements that cause strain. Participants who were unable to take part in group exercises were given two therabands and instructions for

44 An Attractive Employer

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 44 05.09.2014 16:39:13 The Works Council—Success Factor for Sustainability and Corporate Responsibility

In the various sections of the Dussmann Group in Germany, employee representatives are organized in works councils:

Consolidated Works Council Consolidated Works Council Kursana Social Care Dussmann Service Deutschland

Consolidated Works Council Kursana Care

Works Council Group Works Council Dussmann das KulturKaufhaus Works Council Kursana Villa Wiesbaden

Consolidated Works Council Works Council Kursana Landsberger Tor Dresdner Kuhlanlagenbau

They are concerned with the traditional issues of The following projects are examples of the work carried employee participation. This is demonstrated in a wide out by the committees: range of works council agreements, with varying scopes of application and detail. The works council ﬁnancial participation in working groups on the implementation committee is involved in short, medium and long-term of human resources software corporate processes which concern the interests of participation in the introduction of new sector-speciﬁc employees. Works councils also contribute to developing software at Kursana a culture of participation and involvement, and establish- development of a wages structure at Dussmann das ing a climate of responsibility. They are an indispensable KulturKaufhaus partner in the implementation of corporate social monitoring the integration of Dresdner Kuhlanlagenbau responsibility at the Dussmann Group. (DKA) into the Dussmann Group

There are ten employee representatives on the supervi- sory board who each make a contribution through their votes, thereby representing the workforce and supporting sustainable processes within the company.

An Attractive Employer 45

DG Nachhaltigkeitsbericht 2013___03_Mitarbeiter_V5___Eng___.indd 45 05.09.2014 16:39:13 46

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 46 05.09.2014 14:26:15 SUS TAINABLE S E RVICES EcoSystem

The Dussmann Group bases its sustainable service portfolio on the needs and wishes of its clients. EcoSystem services combine cost-effectiveness, environmental protection and social responsibility to create a customized program.

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 47 05.09.2014 14:26:25 Modern Cleaning Equipment Saves Resources

Dussmann deploys cleaning products that are biodegradable and highly concentrated, compressed hygiene paper bearing the FSC seal, and efﬁcient cleaning machines which make economical use of water, cleaning products and energy. Care is taken that wholesale suppliers are regional. The result is innovative cleaning services which make a signiﬁcant contribution to maintaining the value of buildings.

operates in a single direction. Resources are saved at the end of the vacuum’s life, too: 95 of the machine parts are recyclable.

The vacuum was produced speciﬁcally for the needs of Dussmann Service. When new equipment is purchased, this model is included and by the end of 2013, there were already 2,050 vacuums in active deployment. It is planned to increase this to 6,500 by 2016 and to convert the ﬂeet almost exclusively to 40 % eco-vacuums by 2018. less electricity consumption Careful use of resources is a priority at Dussmann Service and this also applies to through the use of eco-vacuums cleaning machines for large areas. Modern EcoSystem scrubber-dryers have extremely low levels of water, power and cleaning product consumption, making them very environmentally friendly. By the end of 2013, it is planned to deploy 275 EcoSystem machines on German sites. By 2016, this A Modern Vacuum Fleet number will double.

Dussmann Service constantly invests Altogether, the technical changes in the in ultra-modern cleaning equipment. vacuum and cleaning machine fleet will cause One of the lighthouse projects is the use a substantial reduction in environmental of the environ mentally friendly vacuum, impact. Each year, electricity consumption Kärcher T 12/1 ecoefficiency. The model falls by 437,631 kWh, water consumption by 3 uses 40 percent less energy than conven- 8,433 m and CO2 emissions by 342.5 t. tional vacuums but delivers the same performance and generates 70 percent At international Dussmann Service subsidiar- less noise. Cleaning personnel benefit too, ies, eco-vacuums will make up 50 percent of as the new vacuum weighs only 6.6 kg all vacuum fleets by 2016 and at the same and makes work lighter, especially as there time, it is planned to fully convert cleaning is no need to move it back and forth: it machine fleets to EcoSystem models.

48 Sustainable Services

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 48 05.09.2014 14:26:25 Investment in Environmental Protection

number of EcoSystem vacuums savings through cleaning machines

4,000 120.9

2,050 93.5 2,021

500 60 500

53.8 51.8 45

40.1 250 30 250 250 23.1 15

9.4 4.0

2012 2013 2014 2015 water electricity CO2 cleaning products (1,000 m ³ ) (1,000 kWh) (t) (1,000 l)

actual plan 2012 2013

In 2013, a total of 2,050 EcoSystem Vacuums 275 EcoSystem Cleaning Machines

Sustainable Services 49

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 49 05.09.2014 14:26:25 Changing to cleaning cloths with the Nordic Swan label

Cleaning Cloths with Environmental benefit is that 99.9 percent of microorgan- Labeling isms are removed without use of disinfectant. In 2013, 23,000 cleaning cloths with a Nordic Resource efficiency is a priority at Dussmann Swan label were in use. By 2016, the annual Service when it comes to cleaning cloths, volume will have risen to 100,000. Interna- too. All new cleaning cloths carry the Nordic tional Dussmann Service subsidiaries will be Swan label. These modern textiles increase deploying Nordic Swan cleaning cloths cleaning efficiency by 26 percent in exclusively by 2016. comparison to regular textiles. An additional Dussmann Service Germany is progressively changing mopping methods in its cleaning Reduction of consumption with a modern mopping system operations to single-step mopping. Using pre-conditioned cleaning textiles, this method generates substantial savings in terms of water and energy consumption, as 192.5 3,200 53.9 well as a reduction of CO2 emissions. This is demonstrated by the following example from Kursana: Dussmann Service provides – 110,000 kWh – 2,000 m³ – 30.8 t services at all 116 Kursana facilities. The electricity p.a. water p.a. CO p.a. 2 partnership facilitates measurement of consumption and savings and as a result, 82.5 1,500 23.1 optimization. The conclusions drawn can be put into practice in the operations of other clients.

electricity (1,000 kWh) water (m³) CO2-emissions (t)

before after

50 Sustainable Services

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 50 05.09.2014 14:26:31 99.9 % of microorganisms are removed using Nordic Swan cleaning cloths without use of disinfectant

Modern Infrastructure in accordance with applicable wage agreements. The economic component of sustainability Dussmann Service is driving the deployment involves careful use of resources. of dosage equipment and use of highly All materials are checked for environmental concentrated cleaning products, as automatic compatibility, confirmed by one of the established dosage avoids waste and guarantees optimal environmental labels. For cleaning products, this cleaning results. The use of concentrates in is the A.I.S.E. label or the EU flower; for cleaning dosage equipment reduces transport volume textiles it is Nordic Swan and for hygiene paper, as the total volume of deliveries falls. the FSC label. If all criteria are met, the client is Dussmann Service has already completed this awarded the “Dussmann EcoSystem certified site” project in the operations of its 50 largest certificate. Recertification is carried out every two clients in Germany. By 2016, this will apply years. In 2013, the Wüstenrot & Württemberg- to a further 150 clients. International ische-Gruppe became the first client to receive the Dussmann Service subsidiaries are also certificate from Dussmann Service. working towards installing dosage equipment with concentrates for all new major contracts by 2016. Dussmann Service exploits every opportunity for optimization and one example is the changes being made to cleaning trolleys. The standard steel construction is being replaced with longer-life stainless steel. This will halve the costs of maintenance and replacement and simultaneously reduce weight, making both transport and the work of cleaning operatives easier.

Achieving Dussmann EcoSystem Certiﬁ- cation

Dussmann Service creates individual EcoSys- tem service packages for its clients, taking both social and labor legislation into consid- eration. Dussmann Service guarantees that staff receive initial and follow-up instruction as

well as the training necessary for the provision Guarantee of Sustainability: of services, and ensures that wages are paid The Dussmann EcoSystem certiﬁcate

Sustainable Services 51

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 51 05.09.2014 14:26:41 Driving the Modernization of Technical Services

At Dussmann Service, the functional Technical Modernization is Key capability of technical systems and efficient energy and resource management have To reduce operational costs and thus equal importance. The service provider is environmental impact, a detailed analysis of well prepared for both of these tasks and has all energy consumption is a prerequisite. On applied the principles of sustainability to its the basis of these measurements Dussmann technical services as part of its EcoSystem Service can suggest measures for technical service portfolio. Emphasis is placed on improvement and the modernization of regular, documented training of all personnel energy efficiency. There is generally potential with respect to energy savings in client for swift optimization in three areas: contracts. Following environmental briefing, all members of staff are able to recognize weak spots and to avoid energy waste from the outset. The company provides informa- Examination of lighting in buildings tion, not only to staff but also to clients and often results in identification of building users. Through stickers and informa- potential for improvement. The tive flyers, they are encouraged to use change from conventional forms to resources such as energy and water LED and the demand-regulation of carefully, to separate waste properly and to room lighting can often lead to air rooms regularly to provide fresh air energy consumption being reduced without unnecessary heat loss. to a fraction of the original.

There is similar potential in the optimization of pump technology which is deployed in warm water and heating systems. Replacing an old pump with a new, demand-regulated pump pays off quickly as savings of 75 percent can be made on operating power.

Replacement of air-conditioning system components can result in huge efficiency gains. The use of filters with A-classification energy efficiency reduces the operating power of the ventilator to a fifth of the original consumption at the same dust levels.

Minor weaknesses in energy efﬁciency can have a major effect on a company’s environmental impact

52 Sustainable Services

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 52 05.09.2014 14:26:41 DKA Reduces Cooling Agent Consumption and

CO2 Emissions

As a refrigeration and air-conditioning specialist, DKA makes a major contribution to sustainability in technical services. In 2013, the company succeeded in reducing Three Questions to … the consumption of cooling agent by 10 percent through the use of better control mechanisms, the provision of Pietro Auletta intensive training to service technicians and the preven- Member of the Dussmann Group

tion of leaks. This is the equivalent of 13,680 tons of CO 2 Executive Board emissions.

The DKA has already prepared itself for new regulations Why do clients contract sustainable services on the use of cooling agent: By 2020 the proportion of from Dussmann Service? greenhouse gases must be reduced to zero. As an alternative, propane/butane-based cooling agents are They can improve their own sustainability record deployed. DKA has already built up a supplier network and save operational expenses through efﬁcient and acquired the necessary know-how. By the end of use of resources. They also beneﬁt from social 2014, all service technicians will have received training on sustainability as our personnel are highly the use of the new products. motivated.

What does the Dussmann EcoSystem Energy Efﬁciency Award certiﬁcate mean?

DKA’s contribution has It assures our clients that high standards of found wide recognition quality apply to the services provided. It also from clients. The emphasizes their social and environmental company was awarded responsibility, both internally and externally. the 2014 REWE energy And finally, certification strengthens mutual efficiency prize for trust between client and service provider. refrigeration technology. The prize was presented What is the market reaction? at the REWE refrigeration forum in the presence of We receive a lot of positive feedback for our REWE executive efforts to improve sustainability, not only from our management and all their clients but also from individual sectors. The refrigeration suppliers. award presented to café-restaurant Ursprung and The most significant the title “Caterer of the Year” are two examples of factors for the award were this recognition. energy efficiency, outage frequency, and provision. The REWE Group is considered a pioneer of sustainability among retailers and has often won awards for its programs, for example the German sustainability award and the German CSR award.

Sustainable Services 53

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 53 05.09.2014 14:26:55 Responsibility for Safe, Sustainable Nutrition

Another equally important issue at Dussmann Service is the range of fair-trade products and the associated objective of supporting better work conditions for producers in developing and threshold countries. The company has expanded its network of suppliers, which enables it to react immediately to a client’s request for 100 percent MSC ﬁsh and fair-trade coffee, tea and cocoa products.

Dussmann Service has already achieved the 35 % 100 percent target for using eggs from of ﬁsh used comes from barn-system sources.

MSC-certified sources Dussmann Service is currently intensifying its cooperation with regional suppliers and developing close business relationships in order to shorten delivery routes. The current proportion of 30 percent will therefore grow. The growing awareness of nutritional issues For clients who place special emphasis on is an important impetus for Dussmann this aspect, the proportion can be increased Service, one of the largest catering services to up to 90 percent. providers. The company is constantly expanding its range of sustainably produced foods and a central component is the use of Sustainability “live” in Café-Restaurant certified organic products.15 catering Ursprung operations have already been organically certified according to the EU directive and In 2012, Dussmann created a good example these offer a growing range of sustainable of sustainable catering when it opened meals. By 2016, this number will increase to café-restaurant “Ursprung—eat ∙ drink ∙ 20 and an increase is also planned in dream” at Dussmann House on Friedrich- international operations. straße in Berlin. Located at the foot of the vertical garden, Ursprung is a symbol of the company’s social responsibility. The Systematic Expansion of the Service ingredients of the dishes served are sourced Range exclusively from suppliers in Berlin and Brandenburg. Most of the ingredients are Increasingly, the company purchases fish organically certified and free of artificial from sources where sustainable fishing coloring. The theme of sustainability extends methods are used in accordance with MSC to interior design in Ursprung. The tables are standards (Marine Stewardship Council). made of beech wood, using the wood of a Already, 35 percent of the fish processed by tree in Berlin which needed to be felled due Dussmann Service is from MSC-certified to disease. sources. This exceeds the objectives set for 2013 by five percent. The objective for 2016 The catering concept attracted attention and is to increase the proportion of MSC-certified recognition in the catering industry. fish to 50 percent. Dussmann Service was named “Caterer of

54 Sustainable Services

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 54 05.09.2014 14:26:55 Café-Restaurant Ursprung at the foot of the vertical garden at headquarters in Berlin

the Year 2013” by the trade magazine “Cater- promotions in numerous staff restaurants ing inside” in the category “food concepts to enable diners to explore this form of Info and interior design”. In its statement, the nutrition. magazine praised the consistent inclusion of Meat-Free sustainability in all aspects of operations, The associated workshops for kitchen According to a study by the university of from the menu to the interior design. chefs were led by Jerome Eckmeier, one Göttingen and Seasonal, environmentally-oriented dishes of the best-known vegan training cooks Hohenheim, 12 percent are prepared according to in-house recipes and an author of vegan cook books. of Germans consider themselves “ﬂexitarians” and served in a natural atmosphere created Dussmann Service is currently offering and consciously eat less by using elements from the surroundings. vegan foods several times a week in some meat. A further 10 staff restaurants and this range will be percent plan to reduce their meat consumption, expanded to a complete vegan menu which makes their diet Leading Trends: The Vegan Range range in 2014. The German vegetarian healthier while making a association and the “GV-nachhaltig” contribution to animal welfare and the Dussmann Service catering serves its diners campaign support the concept and the environment. attractive products for sustainable nutrition, introduction of these products. with an emphasis on meat-free dishes. A range of vegetarian dishes based on seasonal and regional products is already a standard component of meal plans but Dussmann Service is now concentrating on a vegan range. Animal products, which include meat, ﬁsh, milk, eggs and honey, are replaced by plant alternatives. In 2013, Dussmann Service organized vegan

Sustainable Services 55

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 55 05.09.2014 14:27:03 Workshop to introduce the vegan meal range

A Leading Caterer

Dussmann Service was named “Best Catering Company 2013” (staff restaurants). This was the result of a survey of 228 decision-makers which was carried out by the German Institute of Service Quality (DISQ) on behalf of the publication “Markt und Mittelstand”. “Dussmann took ﬁrst place [...]. The provider came in ahead of the competition, especially in the categories staff, organization and client orientation”, according to the institute. The mission of DISQ is to improve service quality in Germany. The survey researched the satisfaction of companies with the eight biggest German staff restaurant caterers.

56 Sustainable Services

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 56 05.09.2014 14:27:10 Resource Efﬁciency in Processes

Dussmann Service not only offers a range of sustainable products and dishes but also invests in the optimization of internal processes to improve resource efficiency. delivery of new oil Activities are focused on the cleaning products used for dishwashers and on ensuring that catering facilities are kept in a clean and hygienic condition. Cleaning products are nearly always used in connection with efficient dosage equipment. By 2013, dosage equipment had been installed production of new oil in 320 of the 400 catering operations, which will reduce cleaning product consumption by 10 percent or 24,000 liters. ® Improvements can also be made in the use FATBACK Catering of paper napkins. Dussmann Service aims to use serviettes made from recyclable materials with the Nordic Swan label to meet processing e.g. to biodiesel the annual requirements of around 27 million at Kursana. And a pilot project at a site in Hamburg tested a napkin dispenser system which can halve napkin consumption. In 2014, it is planned to introduce the resource- efficient system in all operations.

collection of catering waste Making Energy from Food Waste

Dussmann Service has increased its efforts to reduce wet waste and to recycle leftovers. In 2013, 3,400 liters of used fat from 14 sites was collected and recycled. This is part of the innovative FATBACK® waste manage- The innovative waste and recycling concept by Gerlicher GmbH ment concept developed by Gerlicher GmbH, a Dussmann Service partner. In addition, wet waste and waste from kitchens, dining rooms and grease traps can be processed and used to produce energy in a biogas plant. There are 160 Dussmann Service operations involved in this recycling project in cooperation with its partner, ReFood. The environmental assessment for 2013 vindicated the decision: The energy produced through combustion or fermenta- tion totaled 242 Megawatt hours, which is

equal to CO2 savings of 190 tons in comparison to energy production based on fossil fuels. Savings of primary raw materials totaled 170 tons. In 2016, Dussmann Service plans to recycle fats and oils on 30 percent of its sites and to recycle wet waste on 80 percent of sites. International subsidiaries have the same objectives for 2016.

Sustainable Services 57

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 57 05.09.2014 14:27:11 No Compromise on Food Safety system apply. This ensures compliance with all applicable legislation and the application Dussmann Service takes its responsibility of the HACCP concept, which guarantees for the delivery of safe, high-quality food consistent food safety at all phases of the very seriously and controls risk. In order to process. Intensive staff training in microbiol- maintain consistently high standards of foods, ogy, hygiene, health and safety, and careful the delivery chain must be monitored. The use of resources, as well as cleaning and company works exclusively with audited, disinfection are integral components of certified suppliers who are usually located in quality management. the same region as the kitchen. During annual audits, suppliers are checked for compliance with all hygiene and quality standards. In the Dussmann EcoSystem in Catering event of serious violations, the contract is unconditionally terminated. The catering service range provided by Dussmann Service includes many sustainable services, in accordance with the Transparency of Origin and Quality Dussmann EcoSystem standard. These guarantee not only compliance with all Dussmann Service regularly reviews its social requirements but also environmen- purchasing guidelines with the objective of tally friendly, resource-efficient operational increasing food safety and achieving procedures and a high proportion of maximum transparency concerning the origin sustainably produced foods. Info of ingredients. Since 2013, sensitive food groups such as meat, fruit, and vegetables Proof of Origin have been identified, together with the In 2013, Dussmann supplier, as requiring proof of origin. As from Service introduced a requirement for proof of the end of 2014, information is required for origin for certain foods fresh meat and sausage concerning the place such as meat, fruit, and of birth, rearing and the slaughterhouse. vegetables in the interest of food safety If there is any suspicion of a false declaration in connection with foods, Dussmann Service has made provision to be able to remove all the products concerned from the goods ordering system without delay and to exclude further processing. Strict goods receipt controls ensure that deficiencies are immediately recognized. Spoiled foods and those with an expired best-before date are rejected and marked and stored separately before being properly disposed of.

Compliance with Strict Hygiene Regulations

During processing and service of food at Dussmann Service, the mechanisms of the highly advanced quality management

58 Sustainable Services

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 58 05.09.2014 14:27:11 Innovation in Security and Environmental Protection

Sustainable services based on modern technology Scrupulous security surveillance of client premises

The security service division at Dussmann contractual services in a form that cannot Service supports clients in their sustainabil- be manipulated. This technology is already ity efforts. In this very personnel-intensive being used for 65 contracts in Germany, business segment, the quality of services saving around 140,000 sheets of A4 paper is largely dependent on staff skills and each year—equal to 770 kilograms of knowledge, and on modern equipment. recycled paper. It is planned to deploy The Dussmann EcoSystem standard the electronic logbook in all new contracts focuses on criteria such as site-speciﬁc and contract extensions by 2016. instruction, health and safety, appropriate This objective applies to both Dussmann work clothing and equipment, and the Service Germany and to the international participation of personnel in training. subsidiaries.

An additional measure to improve environ- Paper-Free Documentation with mental compatibility is the replacement the Electronic Logbook of conventional batteries in security equipment such as torches with recharge- Careful use of resources is important. This able batteries, which signiﬁcantly reduces includes the reduction of paper consump- waste disposal. This project was fully tion through use of an electronic logbook implemented at Dussmann Service which facilitates ﬂexible communication of Germany in 2013 and will be completed at information and documentation concerning international subsidiaries by 2016.

Sustainable Services 59

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 59 05.09.2014 14:27:17 Growth and Quality Assurance in Nursing and Care

The key to maintaining standards of quality in nursing and care is a motivated, well-qualiﬁed workforce. This is why Kursana provides its personnel with good working conditions such as family-friendly models of part-time work, unlimited contracts of employment, and a healthy Three Questions to … working environment with modern equipment. The company is actively combating unfair wages in the nursing Jörg Braesecke sector and promotes vocational and further training at the Member of the Dussmann Group Executive Kursana Akademie. The increasing number of apprentices Board and Chief Managing Director Kursana at Kursana sends a signal that there will be sufﬁcient skilled personnel to provide professional nursing and care in the future.

The need for geriatric nursing and care is growing. How is Kursana harnessing its growth potential? The number of beds at Kursana facilities

We continue to grow as we have done over 13,600 13,500 recent years, opening new facilities with a total of 300 to 600 beds each year. This is an optimum rate of growth, both economically and organiza- 12,600 12,500 tionally. Over the coming years, we plan to expand our outpatient nursing and care services 11,500 as well as sheltered accommodation. 11,200

10,500 How will the company deal with the growing 10,500 need for skilled personnel? 9,500 By intensifying our training activities, by providing our personnel with the opportunity for personal 8,500 development and by paying fair wages. We want to be attractive as an employer—not only for skilled German personnel but also for those in 2006 2007 2008/09 2010 –14 other countries whom we welcome.

Is it possible to reconcile growth and quality assurance?

We have a quality management team and an expansion team at headquarters and this gives us Kursana is growing by opening new nursing and care a head start. Internal monitoring and external facilities. In 2014 and 2015, new facilities are planned in audits by MDK and TÜV demonstrate that this the following regions: works well. Kursana Domizil Büdingen (Hesse) Kursana Domizil Kürten (North-Rhine-Westphalia) Kursana Domizil Oberhausen (North-Rhine-Westphalia) Kursana Domizil Straelen (North-Rhine-Westphalia) Kursana Domizil Mücke (Hesse)

60 Sustainable Services

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 60 05.09.2014 14:27:24 Respect in the relationship with seniors is a prerequisite for high quality standards

Set to Grow External Monitoring by the MDK and TÜV

Kursana has set itself the objectives of The high standards of quality at Kursana are continuous growth and consolidation subject to independent external audits. of its market position as a leading private Both facilities and outpatient services were provider of geriatric nursing and care. One of audited by the general health insurance the most important principles for sustainable medical service (MDK) in 2013 and achieved growth is to guarantee the best possible a good average rating of 1.2. A further standards of quality in nursing and care. assessment of quality criteria at Kursana is certification by TÜV Rheinland of quality management according to the ISO 9001:2008 Quality Management with Intensive standard. This was awarded for the first time Monitoring in 2009 and regular monitoring is carried out during annual audits of Kursana facilities. Kursana has established quality management mechanisms and monitors their efficacy continuously. The central quality management department defines meticulous standards and monitors compliance through internal audits by regional quality assurance officers and local quality managers. The satisfaction of residents and their families with all aspects of nursing and care is assessed through scientifically developed survey methods. Conclusions are drawn from the results of surveys and internal quality assurance audits, and measures to optimize nursing and care procedures are derived from these.

Sustainable Services 61

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 61 05.09.2014 14:27:36 Flexible Solutions for Companies, Parents and Children

the event of any suspicious activity. As from 2014, there is a member of staff who takes on the role of child welfare ofﬁ cer in each facility.

Youth Guest House for a Training Environment

Dussmann also provides services for young adults. The company has taken on the task Fun and games at Dussmann KulturKindergarten of pedagogical guidance at a youth guest house which accommodates 78 apprentices from partner companies of the Berufsbil- dungswerk (vocational training organization) The improvement of child-care is an in Burghausen, Bavaria. This is the home of a important issue, not only for working parents number of chemical companies, the most but also for companies who want to provide important of which is Wacker AG. Providing their skilled personnel with a good working apprentices with a sound education and Info environment and support for the work-life training is one of the priorities of participating balance. The Dussmann KulturKindergarten companies but it is also important to them Little Explorers concept, which has already been put into that a suitable living environment is provided At the Dussmann action at three facilities, is highly ﬂ exible and during training. In this community project, KulturKindergarten child-care facilities, oriented on individual client requirements. Dussmann Service is responsible for sustainability and The child-care facilities are close to the catering, housekeeping and the concerns of nature conservation workplaces and their opening times depend the apprentices. are learned in play, for example by on the wishes and needs of the partner growing vegetables. organization—if necessary, 24 hours a day The concept includes regular satisfaction for the entire year. The bilingual approach surveys of residents. One carried out in 2013 and the cultural emphasis make child-care showed a high level of satisfaction (over 80 even more attractive. percent of maximum points) with catering, pedagogical care, and observance of regulations. There was room for improve- In Children’s Best Interests ment (under 80 percent) for interior design and the state of cleaning. The conclusions of In addition to total orientation on the wishes the survey led to immediate improvements, and requirements of the client, Dussmann including the renovation of the premises, KulturKindergarten adheres to the principles changes in the facilities to better meet the of sustainability in pedagogical content and needs of the young residents, and better operational processes. For example, coordination of cleaning procedures. partnerships with cultural organizations such as musical theaters and music schools are built up. The sensitive social issue of child protection is given careful attention. In addition to frequent staff meetings, intensive training, and conscientious personnel recruitment, close contact is maintained with the relevant child welfare department with whom facilities cooperate in initiating procedures in

62 Sustainable Services

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 62 05.09.2014 14:27:50 Supplier Management Ensures Sustainability in the Value Chain

The Dussmann Group follows a strategy of making sustainability criteria an integral part its services value chain. A signiﬁcant element of this approach is the selection of suppliers on the basis of the integrated management system and the purchasing guidelines. Suppliers with a master contract are the most important and these are audited using a check list which includes not only the usual criteria such as value for money, quality management and logistic processes but also the supplier’s sustainability record. The supplier assessment includes:

regulations to ensure compliance with social standards and personnel development programs to reduce environmental impact action plans to reduce waste volume

In 2013, Dr. Schnell was presented with the German Sustainability Award as one of the top three most sustainable brands in Germany

The Code of Conduct Applies Partnerships to Suppliers Pay Off

Before a contract between the Dussmann One demonstration of how beneficial a Group and a supplier is signed, there must be sustainability-oriented partnership can be is confirmed acceptance of the Dussmann the relationship with Dr. Schnell. The family Group code of conduct. The supplier makes enterprise is one of the most prominent an explicit undertaking to contribute to the providers of sustainable cleaning products company’s sustainability. The Dussmann which show the best results in terms of Group does not base its assessment on the health and safety, environmental compatibil- supplier’s answers and certification alone; the ity, and value for money. At the center of the service division responsible makes regular partnership with the Dussmann Group is supplier audits which monitor compliance on the development and application of modern the supplier’s premises. Any serious infringe- product lines and cleaning technology. ment, for example a breach of hygiene The cleaning products used are 98—99.9 regulations, leads to immediate removal from percent biodegradable. The use of highly the supplier listing. As from 2014, the concentrated products significantly reduces Dussmann Group has undertaken to audit transport needs and the consistent use of each and every new food supplier before dosage equipment in cleaning operations adding them to the listing. This applies to both makes a substantial contribution to reducing regional and national suppliers. consumption of cleaning products.

Sustainable Services 63

DG Nachhaltigkeitsbericht 2013___04_Dienstleistungen_V4___Eng___.indd 63 05.09.2014 14:27:51 64

DG Nachhaltigkeitsbericht 2013___05_Umwelt_V4___Eng___.indd 64 05.09.2014 14:28:38 RESPONSIBILITY FO R THE E NVIR ONMENT Climate Friendly

The Dussmann Group not only improves the carbon footprint of its clients. Care with natural resources is also a priority in internal processes. The most important contributions are made through low-emission transport logistics, energy-efﬁcient buildings and a high level of recycling.

DG Nachhaltigkeitsbericht 2013___05_Umwelt_V4___Eng___.indd 65 05.09.2014 14:28:49 Climate Friendly Logistics Protect the Environment

Dussmann Service constantly adapts its driven cars and one with a hybrid motor. logistics concepts for the transport of goods, These changes to the ﬂeet resulted in a 20 percent reduction of CO2 emissions. At equipment and work materials to operational Dussmann Service Austria, two electrically- sites in order to become even closer to the driven cars are in use and the company applies strict environmental criteria in the client. Reliability and safety are priorities, as is purchase of new vehicles. Through these measures, average CO emissions have been careful use of resources, which reduces CO 2 2 reduced from 169.9 grams per kilometer to emissions and is good for the environment. 164 grams per kilometer.

In addition to the deployment of a modern vehicle ﬂeet, environmental impact is reduced by including intelligent transport solutions in the delivery chain. For example, the hygiene paper used by Dussmann Service Germany is compressed, signiﬁcantly reducing the transport volume. In comparison to regular hygiene paper, almost eleven tons of paper was saved in 2013. 20 % Use of compressed hygiene paper less CO2 emissions per year at Dussmann Service Italy saves transport

12,0

10.9 10,0

Step-by-Step Modernization 8,0 of Vehicle Fleet 6,0 The modernization of the vehicle ﬂeet plays 5.8 an important role. Regular vehicles are being 4,0 replaced by vehicles with low fuel consumption and alternative drive. In Germany, the 2,0 company already deploys eleven electrically- 2.0 1.1 powered vehicles, reducing CO2 emissions in 2013 by around 2,800 tons. International Reduction of transport Compressed paper in subsidiaries have also set examples: In mass in tons 1,000 packaging units 2013, Dussmann Service Italy deployed 57 gas-powered vehicles, three electrically 2012 2013

66 Responsibility for the Environment

DG Nachhaltigkeitsbericht 2013___05_Umwelt_V4___Eng___.indd 66 05.09.2014 14:28:49 Modern vehicle technology in use at DKA

Optimized Routing Saves Fuel tickets at a reduced tariff. These and the other logistical measures serve to achieve an ambitious Dussmann Service is consistent in harnessing the target: DKA aims to reduce its fuel consumption savings potential in route planning. The company has by 10 percent. contracted deliveries for cleaning operations to a single provider with a decentralized organization. Previously, Dussmann Service Germany also motivates its sites received deliveries from up to three different personnel to reduce fuel consumption. In 2013, the suppliers for different types of goods. The new system company launched a competition between the branch saves around half of the delivery distance, calculated at ofﬁces. The branch ofﬁce with the greatest savings 1.5 million kilometers per year, which corresponds to was presented with a sustainability award by Catherine

250 tons less CO2 emitted into the atmosphere. von Fürstenberg-Dussmann. An additional motivation was the undertaking to reinvest 10 to 20 percent of the In the catering division at Dussmann Service Austria, savings in sustainability projects. delivery is planned so that goods are delivered only on certain weekdays. The freshness of goods remains uncompromised but concentration on fewer vehicles reduces the number of deliveries and environmental impact.

DKA vans cover 5.5 million kilometers each year using the FLS distribution system. This saves the company Certiﬁed Standards in Environmental 5 percent of fuel consumption—around 27,500 liters— Protection each year. The load optimization of the DKA vans also reduces environmental impact. In 2013 alone, reduction The Dussmann subsidiaries in Germany, Italy, of loads from 3.2 tons to 3 tons in 46 vehicles led to Luxembourg and Austria are certiﬁed according to

reduction of CO2 emissions by 11.5 tons. DKA also uses the ISO 14001 environmental standard. This technology to reduce maximum speed to 130 kilometers conﬁrms the quality of their environmental manage- per hour. In 2013, 45 vans were equipped with this ment systems and ensures that there is a continu-

technology with convincing results: A reduction of CO2 ous improvement process for the conservation of emissions by 7.7 tons and an increase in the safety of natural resources. Dussmann Service Italy and personnel. Dussmann Service Austria are also certiﬁed according to the EU EMAS environmental standard, which applies even stricter requirements than those Motivation for Environmentally Aware Conduct established by the ISO 14001 standard. This underlines the pioneer role that both companies The environmental awareness of its staff is important to have taken on in the service markets of the DKA. Staff are encouraged to use bicycles to come to respective countries. work and motivated to use public transport with job

Responsibility for the Environment 67

DG Nachhaltigkeitsbericht 2013___05_Umwelt_V4___Eng___.indd 67 05.09.2014 14:28:51 More Energy Efﬁciency in Buildings

The skills that have made the Dussmann Group a Energy Efficiency at Dussmann House market-leading FM services provider enable it to operate its own buildings in an extremely resource-efficient and Environmental compatibility and energy efficiency are a environmentally compatible way, focusing on careful use top priority during the modernization of headquarters and of resources and the deployment of renewable sources Dussmann das KulturKaufhaus starting in 2014. In the of energy. The basis for improvement is laid by the building, constructed in 1996, lighting, ventilation and continuous monitoring of energy consumption on air-conditioning will be brought up to date. Following the Dussmann premises. Where there is deviation from renovation, ventilation and air-conditioning of the office average consumption, checks are made to identify ways areas and the sales areas will operate separately, making of making long-term improvements. These range from as-needed control simpler and saving energy. Architec- advice on saving resources for personnel to negotiations tural measures will facilitate natural ventilation, replacing with energy suppliers and the installation of improved air-conditioning and machine ventilation when weather technical systems. conditions allow. It is calculated that the new concept will make electricity savings of 10 to 20 percent.

Modern Lighting reduces Electricity Consumption 100 percent Green Electricity Energy savings are achieved by the Dussmann Group primarily through installation of modern lighting technol- The company has signed a new contract for energy ogy. At headquarters, around 200 ceiling lights were supplies at headquarters in Berlin and the replaced by modern standing lamps with daylight and Dussmann Campus in Zeuthen as from 2015. This process controls. This has reduced electricity consump- will result not only in cost savings but also ensure

tion for lighting by two thirds and CO2 emissions by that all power is supplied from renewable sources.

35 tons. The company will reduce its annual CO2 emissions by over 2,000 tons. The Dussmann Group aims to Energy monitoring and a transition to energy-saving supply all company premises with 100 percent lighting are two future projects at international subsidiar- renewable energy by 2016. The Dussmann ies. They have undertaken to invest in both of these, subsidiary in Luxembourg has already achieved this which will halve current energy consumption. goal: All company premises are supplied exclusively with electricity from renewable sources. Dussmann Service Italy is already able to report initial successes: In 2013, the company reduced energy consumption in its own buildings by 14 percent compared to the previous year. A signiﬁcant contribution was made by training in the use of devices, information on avoiding waste of resources, and energy-efﬁcient equipment in catering and cleaning operations.

68 Responsibility for the Environment

DG Nachhaltigkeitsbericht 2013___05_Umwelt_V4___Eng___.indd 68 05.09.2014 14:28:51 Energy savings potential is harnessed during modernization of Dussmann House

Responsibility for the Environment 69

DG Nachhaltigkeitsbericht 2013___05_Umwelt_V4___Eng___.indd 69 05.09.2014 14:28:55 Partnership in Energy Management

The company division with the largest five kilos at a time compared to the 20 to 30 property holdings and therefore a special kilograms they used to move. The changes responsibility for energy management is in laundry procedures have improved a Kursana. In addition to its own controls, the number of environmental parameters. care provider has an energy partnership with Vattenfall Europe, whose specialists keep Dussmann Service Luxembourg, too, has watch over the condition of technical invested in an environmentally friendly systems at Kursana and over electricity industrial laundry which launders 20 tons of consumption at its facilities. Using this data, textiles from catering operations, nursing the energy experts develop measures for and care facilities and hospitals every day. improvement, for example for lighting and Efficient natural gas heating technology ventilation. has substantially reduced resource consumption. In comparison to the previous system, the annual consumption of water Make Way for Renewable Energy sank by 123,000 cubic meters and electricity by 6.2 million kilowatt hours. Energy efficiency is an important criterion in the decisions affecting the supply of facilities with electricity and heat. Kursana agrees with real estate owners and investors on environmental sustainability. Two facilities are equipped with extremely efficient block heating stations, consisting of a motor which drives an electric generator. The heat which is produced can be used for heating.

At other facilities, Kursana uses renewable energy and at two facilities, wooden pellets Sustainability at Kursana: are used to generate heat. One Kursana Reduction through a Change of Laundry Domizil facility draws district heating from a Process biomass heating plant that is powered by wooden chips, and a further facility uses a 88.8 solar-thermal system for hot water and heating. 40 37.6 Environmentally Friendly Laundry 30 One of the most environmentally friendly processes at Kursana is laundry, and a 20 great deal is generated at nursing and care facilities. Washing machines are equipped 12.7 with modern dosage equipment which is 10 meticulously programmed to requirements. This procedure dispenses with the need 4.6 4.2 for further processing. The use of highly 2.6

concentrated detergents reduces transport CO² Packaging Cleaning Products needs and simpliﬁes the use of detergent containers for staff. They carry only four to Before the transition (t) After the transition (t)

70 Responsibility for the Environment

DG Nachhaltigkeitsbericht 2013___05_Umwelt_V4___Eng___.indd 70 05.09.2014 14:28:56 En Route to Reduction of Green IT Environmental Impact Introduction of SAP

The Dussmann Group has invested in high-performance IT structures which nevertheless use minimal resources. In CO2-emissions 2013, the introduction of the SAP enterprise software at Dussmann Service Germany, at Kursana and at headquarters was completed. It is now possible to archive documentation in electronic form, eliminating –15.9 t the need for 2.3 million printouts and copies every year.

The reduction in environmental impact due to this step is correspondingly positive. Annually, it reduces:

CO2 emissions by 15.9 tons water consumption by 600 water consumption cubic meters energy consumption by 130,722 Kilowatt hours wood consumption by 34 tons 3 –600 m Dussmann Service Austria has also made changes to make its IT landscape more resource-efﬁcient. In 2013 and 2014, all desktop computers were replaced by so-called thin clients. These are computer terminals which operate on a network with an adapted operating system. These models require only a ﬁfth of the energy of regular energy consumption desktop PCs. –130,722 kWh

wood consumption

Increasing energy efﬁciency with Green IT –34 t

Responsibility for the Environment 71

DG Nachhaltigkeitsbericht 2013___05_Umwelt_V4___Eng___.indd 71 05.09.2014 14:28:58 Dr. Schnell cleaning products are delivered in bottles made of fully recyclable materials

72 Responsibility for the Environment

DG Nachhaltigkeitsbericht 2013___05_Umwelt_V4___Eng___.indd 72 05.09.2014 14:29:13 Recycling Concept: Reducing Environmental Impact without Compromising Quality

At the center of the environmental commit- systems and packaging that can be reused. ment of the Dussmann Group is the use Waste is separated into organic waste, glass, of recyclable materials wherever possible. plastics, paper and cardboard. At the In cleaning operations, all bottles and headquarters of the Dussmann Group in canisters are made of 100 percent recyclable Berlin, a waste concept is applied that aims polyethylene. At the same time, packaging for to reduce household waste. Facilities for cleaning products as well as paper and waste collecting paper and recyclable materials bags are made almost exclusively of recycled have been provided in the coffee kitchens. materials. Dussmann Service Italy has undertaken to use only waste sacks which have been made of reclaimed materials by Mobile Telephones are Recycled 2016. Dussmann das KulturKaufhaus favors environmentally friendly materials: For Dussmann has around 2,100 mobile example the 1.2 million shopping bags which telephones and smartphones in operation are handed to customers are 100 percent and these are replaced every two to four recyclable. Replacement with bags made of years with a more efficient model. Mobile the renewable raw material sugar cane is phones contain many valuable recyclable planned by 2016 and Dussmann das materials and when it comes to disposal, KulturKaufhaus has already started to replace the company leaves nothing to chance. plastic vouchers with a paper version. A certified disposal specialist in Berlin which is licensed by the authority responsible for data protection has been contracted. Waste Management Saves Valuable The mobile phones are disassembled at Resources a workshop for the disabled. Materials are subsequently made available for reuse in A prerequisite for the return of materials for production. Most of the German branch recycling is functional waste management. offices already participate in this program, Dussmann works on the principle of waste which is without charge and which will grow avoidance, and as much as possible deploys to become routine company-wide.

Sustainable production of carrier bags from sugar cane

Responsibility for the Environment 73

DG Nachhaltigkeitsbericht 2013___05_Umwelt_V4___Eng___.indd 73 05.09.2014 14:29:19 74

DG Nachhaltigkeitsbericht 2013___06_Engagement_V5___Eng___.indd 74 05.09.2014 14:31:36 SOCIAL COMMITMENT Together

Taking on responsibility for the community is a tradition at the Dussmann Group which began with the founder, Peter Dussmann. Central concerns are the cultural education of children and young adults and help for people who have less than ourselves.

DG Nachhaltigkeitsbericht 2013___06_Engagement_V5___Eng___.indd 75 05.09.2014 14:31:40 Awards for World-Class Musicians of Tomorrow

The proud winners of the Dussmann Music Competition 2013

Promoting young musical talent and making Live Performance at Dussmann das a contribution to the cultural reputation of the KulturKaufhaus city of Berlin are central concerns at the The prize consisted of a professionally Dussmann Group. With this objective in produced CD and vouchers. The winners and runners-up were given the unique opportunity mind, the company sponsors the annual of repeating their winning performances on music awards at the Carl Philipp Emanuel the KulturBühne at Dussmann das KulturKauf- haus. At this winners’ concert, there were per- Bach music high school in Berlin. formances on the piano, the guitar, the cello, the violin, the saxophone and the marimbap- hone. Numerous stars from the world of classical music have already appeared on the KulturBühne stage, including the internationally renowned cellist and Echo prizewinner, Jan Vogler, a famous former student of the A Top-Ranking Jury Evaluates high school. Young Musicians The Carl Philipp Emanuel Bach music high In 2013, the winners of this show of classical school in Berlin-Mitte has been providing talent were selected for the third time. especially talented young musicians with 36 children and young adults competed a unique artistic education for over 60 years. against each other with solo and group Its students are always at the forefront performances. The task of evaluating the of music competitions such as “Jugend performances for musical expression was musi ziert”. 90 percent of those who go to the taken on by a jury of ﬁve under the leader- high school subsequently study music and go ship of the solo clarinetist of the Staatska- on to take on leading roles in internationally pelle Berlin orchestra, Matthias Glander. renowned orchestras.

76 Social Commitment

DG Nachhaltigkeitsbericht 2013___06_Engagement_V5___Eng___.indd 76 05.09.2014 14:31:46 Pulling Together: Social Day in Berlin

Social cohesion is strengthened through the An Alliance for the Kids’ Club promotion of cultural education. At the end of summer 2013, around 35 Dussmann It was Catherine von Fürstenberg-Dussmann employees gathered for the fi rst Social Day, who initiated the Social Day and she partici- equipped with brushes, rakes and gloves. pated herself in the renovation of the kids’ Together they renovated the kids’ club, Kiosk club. Also present was Christina Rau, patron Reuterplatz in Berlin-Neukölln. The surround- of the Campus Rütli project in Berlin-Neukölln, ing Reuter district is one of the most densely Dr. Volker Hassemer, board member of the populated areas of Berlin and is considered foundation Stiftung Zukunft Berlin, Christine one of the city’s social fl ashpoints. The Skowronska-Koch, the manager of the kids’ team cleaned and painted the club rooms, club, Dr. Franziska Giffey, borough councilor removed graffi ti from the building and for education in Berlin-Neukölln and Falko cleared and replanted the surrounding fl ower Lieke, borough councilor for youth and health. beds and gardens. The Dussmann Group also sponsored a German-Turkish-Arabic children’s library and a new kitchen.

Corporate volunteering with a real win-win character: the Social Day generates social added value and is simultaneously a team building activity

Social Commitment 77

DG Nachhaltigkeitsbericht 2013___06_Engagement_V5___Eng___.indd 77 05.09.2014 14:31:52 Swift Action Following the Floods

Dussmann Group donated an additional Euro. In total, around 24,000 Euros were collected. The employees concerned were also given support in cleaning their homes. Dresdner Kühlanlagen GmbH (DKA) showed exceptional dedication and helped colleagues with contributions and equipment. In Dussmann operations too, a lot of damage was caused by the floods. This didn’t stop the company helping its flood-damaged clients. The experience of working together on overcoming the difficulties presented at this 24,000 time strengthened many partnerships. Euros in donations from Dussmann Group employees Tireless Work for Home Residents The extent of the dedication and sense of responsibility shown by employees during this challenging period is best illustrated by the Memories of the floods in 2013 which example at Kursana Domizil Bitterfeld. The affected large areas of Europe are still fresh facility, with 49 residents, was in the center of for many. Towns and villages were flooded, the floods; the ground floor was completely the population was evacuated and thou- flooded and technical systems closed down. sands of helpers were tireless in their efforts Under extreme conditions, Kursana employ- to limit the damage. Many Dussmann ees succeeded in evacuating the elderly employees were victims of the flood too, residents to the Kursana Domizil facility in mostly in Saxony and Saxony-Anhalt. The Wolfen. This avoided the necessity of housing material damage to property was substantial residents in emergency accommodation, but the loss of personal belongings was even which would have meant even more discom- more dramatic for many. fort. All those involved and their families were regularly updated on the situation and plans. The company reacted quickly to this Subsequently, employees worked to pump emergency and launched the Dussmann hält water from the facility and to repair technical zusammen (Dussmann sticks together) systems. Nine weeks after the disaster, campaign, which encouraged staff to make residents and employees were able to return donations. For every Euro donated, the to Kursana Domizil Bitterfeld.

78 Social Commitment

DG Nachhaltigkeitsbericht 2013___06_Engagement_V5___Eng___.indd 78 05.09.2014 14:31:52 Fund-Raising Campaign for Earthquake Victims in Italy

As a sign of their concern and sympathy, Dussmann Service Italy launched a fundrais- ing campaign for the employees and others who were affected by the severe earthquake in the region of Emilia-Romagna. The natural catastrophe occurred in May 2012, killing 24 people and making thousands homeless.

One part of the funds collected was passed directly to employees in the region and a further part went to the community of Mirandola to rebuild the elementary school. The company also donated 200 meals for people who were forced to camp in temporary accommodation near the city of Crevalcore and took on the task of cleaning hospitals affected by the earthquake, thus enabling them to assume hygienic operations.

The severe earthquake in the region of Emilia-Romagna made thousands homeless

Blood Donation in Milan

Dussmann Service Italy demonstrated it Social commitment in a further charitable context: as in other European states, health care in Italy has too few blood donors—and the demand for blood is growing. This results in shortages. In an effort to counter these, the company launched the “Campagna Donazione Rosso Dussmann” blood donation campaign at the end of 2012 in cooperation with the AVIS health association. All employees and citizens aged 18 to 60 were called on to take part. The donations were received in a number of different hospitals in the North Italian metropolis and while there, participants were invited to do something for their own health and have a full medical check.

Social Commitment 79

DG Nachhaltigkeitsbericht 2013___06_Engagement_V5___Eng___.indd 79 05.09.2014 14:32:04 Sustainability Targets 2016 for the International Dussmann subsidiaries in Italy, Luxembourg and Austria

Service Division Project Target Target Target Dussmann Dussmann Italy Dussmann Austria Luxembourg

Company-Wide deployment of energy subsidiary-wide subsidiary-wide subsidiary-wide saving tips

reduction of fuel – 5 % – 5 % consumption

Technical Services energy saving lighting in – 55 % ofﬁces

Catering proportion of MSC ﬁsh 40 % 50 % 50 %

number of organic 2 3 4 operations

energy recovery, fat on 30 % of sites on 30 % of sites on all sites

Cleaning highly concentrated in all major new in all major new in all major new cleaning products contracts contracts contracts

waste bags made of 100 % recycled material

EcoSystem vacuums 25 % of the exclusively energy vacuum ﬂeet saving vacuums for new purchases

EcoSystem cleaning 15 % 100 % exclusively energy machines saving machines for new purchases

dosage equipment in all major new in all major new contracts contracts

Security Services electronic logbook 100 % on 10 % of sites

rechargeable batteries 100 % 100 %

DG Nachhaltigkeitsbericht 2013___07_Anhang_V2___Eng___.indd 80 05.09.2014 14:34:47 Abbreviations Notes

A.I.S.E. International Association for Soaps, Detergents 1 in the security service division, regional, federal and Maintenance Products state-speciﬁc minimum wages apply (status 2013) AG Aktiengesellschaft ASU Arbeitsgemeinschaft Selbständiger Unternehmer BREEAM Building Research Establishment Environmental Assessment Methodology

CO2 Kohlenstoffdioxid CSR Corporate Social Responsibility DEHOGA Deutscher Hotel- und Gaststättenverband e. V. DGNB Deutsche Gesellschaft für Nachhaltiges Bauen DIN EN Deutsches Institut für Normung e. V.– Europäische Normen DISQ Deutsches Institut für Service-Qualität DKA Dresdner Kühlanlagenbau GmbH DSD Dussmann Service Deutschland e. V. eingetragener Verein EG Europäische Gemeinschaft EMAS Eco-Management and Audit Scheme EU Europäische Union FM Facility Management FSC Forest Stewardship Council GRI Global Reporting Initiative HCM Human Capital Management HR Human Resources IAO Internationale Arbeitsorganisation ILO International Labour Organization IMS Integriertes Managementsystem ISO International Organization for Standardization IT Informationstechnik kg Kilogramm KGaA Kommanditgesellschaft auf Aktien kWh Kilowattstunde l Liter LED Leuchtdiode Contact for further information LEED Leadership in Energy and Environmental Design concerning sustainability: MDK Medizinischer Dienst der Krankenversicherung MSC Marine Stewardship Council Jan Flaskamp MWh Megawattstunde Head of Communication OHSAS Occupational Health and Safety Assessment Series qm Quadratmeter Dussmann Stiftung & Co. KGaA SA Social Accountability Corporate Comnunications SAI Social Accountability International Friedrichstraße 90 | 10117 Berlin, Germany SCC Sicherheits Certiﬁkat Contraktoren Std. Stunde(n) T +49 (0) 30 . 20 25 - 25 26 t Tonne(n) F +49 (0) 30 . 20 25 - 25 40 TÜV Technischer Überwachungs-Verein [email protected]

DG Nachhaltigkeitsbericht 2013___07_Anhang_V2___Eng___.indd 81 05.09.2014 14:34:47 GRI Content Index

This sustainability report is oriented on the guidelines of the Global Reporting Initiative (GRI) Version 3.1, Application Level C. The Global Reporting Initiative was founded in 1997 to establish guidelines for sustainability reporting with worldwide validity to allow comparison between companies from various sectors with respect to economic, environmental and social aspects.

completely reported partly reported

GRI-Indicator Page Status Remarks

1. Strategy and Analysis

1.1 Statement from the most senior decision-maker 18, 20–27, of the organization. 32–33, 38–41

2. Organizational Proﬁle

2.1 Name of the organization 6 2.2 Primary brands, products, and/or services 6, 12

2.3 Operational structure 6, 10–12, The Dussmann Group is managed by Dussmann Stiftung & Co. 22–23 KGaA. The Dussmann family is the sole shareholder. The chair of the board of trustees is Catherine von Fürstenberg-Dussmann. Further members are Wolfgang Clement, Dr. Tessen von Heydebreck, Prof. Dr. Rainer Lorz, Dr. jur. Horst Schiessl and Maurice Thompson. The task of the board of trustees is primarily to advise and supervise the executive board, which carries out the business of the Dussmann Group. Members are Dirk Brouwers (chairman), Jörg Braesecke, Dr. Hans-Jürgen Meyer and Pietro Auletta. The executive board reports to the board of trustees on strategic issues and important and urgent decisions. The board of trustees has the power of resolution in these matters.

2.4 Location of headquarters Dussmann Group headquarters is in Berlin. 2.5 Number of countries where the organization 2, 10–11, operates 22–23

2.6 Nature of ownership and legal form 8, 15 See remarks 2.3 2.7 Markets served 10 –11, 22–23

2.8 Scale of the reporting organization 6, 22–23, JB 2013

2.9 Signiﬁcant changes during the reporting period 12, 15, regarding size, structure, or ownership 22–23

2.10 Awards received in the reporting period 53–56

DG Nachhaltigkeitsbericht 2013___07_Anhang_V2___Eng___.indd 82 05.09.2014 14:34:47 GRI-Indicator Page Status Remarks

3. Reporting Parameters

3.1 Reporting period 2, 23 3.2 Date of most recent previous report 23 First report 2012 3.3 Reporting cycle 23 Every 2 years 3.4 Contact point for questions Contact Jan Flaskamp Head of Communication Dussmann Stiftung & Co. KGaA Friedrichstraße 90 10117 Berlin. Germany Fon: +49 (0) 30/20 25 25 26 Fax: +49 (0) 30/20 25 25 40 [email protected]

3.5 Process for deﬁning report content. 13, 22–27 3.6 Boundary of the report 2 3.7 Any speciﬁc limitations on the scope or 2 boundary of the report

3.8 Joint ventures, subsidiaries, outsourced 2 operations.

3.10 Explanation of the effect of any restatements / First report according to GRI of information provided in earlier reports.

3.11 Signiﬁcant changes from previous reporting 2, 10–12 GRI criteria have been applied for the ﬁrst time. The scope of the periods in the scope, boundary, or measure- report has been extended to include Dussmann subsidiaries in Italy, ment methods applied. Luxembourg and Austria in addition to Germany.

3.12 Table identifying the location of the Standard 82–86 Disclosures.

4. Governance, Commitments, and Engagement

4.1 Governance structure. 15, 22–23, See remarks 2.3 25

4.2 Whether the Chair of the highest governance 22–23 body is also an executive ofﬁcer.

4.3 The number of members of the highest See remarks 2.3 governance body that are independent and/or non-executive members.

4.4 Mechanisms for shareholders and employees 25, 38–39, There is an email address for direct communication with the board of to participate. 45 trustees and the executive board, which employees can use to address information and suggestions. See also remarks 2.3

4.14 List of stakeholder groups 13 4.15 Identiﬁcation and selection of stakeholders. 13, 25

DG Nachhaltigkeitsbericht 2013___07_Anhang_V2___Eng___.indd 83 05.09.2014 14:34:48 GRI Content Index

GRI-Indicator Page Status Remarks

Performance Indicators

EC 2 EC2 Financial implications and other risks and 18, 20, 22, 23, opportunities for the organization’s activities 48, 49, 63 due to climate change

EC 7 EC 7 Procedures for local hiring 40, 41 The activities of the Dussmann Group are primarily local: Clients require local services provided by staff from the region. These employees are supervised by local managers who speak their language and are familiar with regional culture. Decentralized business organization is a driver of the company’s success. Clients appreciate having a local contact partner with the authority to make the necessary decisions. Clients with international activities who request services from the Dussmann Group in a number of different countries expect a local contact person who is able to run business activities on their own responsibility.

Germany At Dussmann Service Germany, recruiting is carried out locally by branch ofﬁce managers with a preference for local candidates. From area manager level, a local solution is sought. Recruitment of management at Kursana (directors and nursing heads) is carried out nationally. Skilled personnel at residential manager level are sought locally. The proportion of management who are local is 90 percent.

Austria 92 percent of management recruitment is carried out locally. Posts are advertised in local daily papers and in cooperation with the employment agency.

Italy Dussmann Service Italy is obliged by law to recruit personnel who have already worked in the same service occupations. In addition, there are difficulties in recruiting supra-regional staff, given the costs of transport. Exceptions are made for employees with higher qualifications from the level of site manager. There is a preference for local regional managers and branch office managers. It is important that they live in the area where their business responsibilities lie. The proportion of local management is 96 percent.

Luxembourg See general statements concerning recruitment policy. The proportion of local management is 96 percent.

EN 1 Materials used Germany/cleaning (2013): Weight of all bottles and canisters: approx. 37.5 tons plastic, volume approx. 750,000 l.

Italy (2013): 35,000 tons food; 5,000 tons other materials

Austria (2012): Sanitary facility cleaner: 69,633 l.; universal cleaner: 96,951l.; ﬂoor polish: 39,319 l.; mop covers and accessories: 6,609 articles; waste separation systems, waste bags: 115,496 articles; clothes and sponges: 136,806 articles; gloves: 371,800 pairs

DG Nachhaltigkeitsbericht 2013___07_Anhang_V2___Eng___.indd 84 05.09.2014 14:34:48 GRI-Indicator Page Status Remarks

Performance Indicators

EN 2 Percentage of materials used that are recycled 73 Germany/cleaning: All bottles and canisters are made of 100 input materials. recyclable polyethylene. 100 percent of packaging, paper and waste bags are made of recycled materials.

Italy: 23 percent of paper used is from recycled sources.

Luxembourg: Approx. 15 percent of materials are from recycled sources.

Austria: 232 kg toner (printer and copier accessories) passed on for recycling.

EN 5 Energy savings. 50, 52, 59

EN 6 Initiatives for energy-efﬁciency. 48–49, 70–71

EN 7 Initiatives to reduce indirect energy consump- 52, 59, tion and reductions achieved. 68–71

EN 18 Initiatives to reduce greenhouse gas emissions. 48–50, A competition at Dussmann Service Germany (p. 67) resulted in 66–68, reduction of fuel consumption at 14 of the 19 branch ofﬁces. Average 70–71, 80 reduction was three percent.

EN 26 Initiatives to mitigate environmental impacts of 49–50, 57, products and services. 71, 73, 80

LA 1 Workforce structure. 6, 35 Germany: Total number of employees: 27,968; management: 6,772; operational: 20,560; apprentices: 636

Italy: Total number of employees: 10,893; management: 479; operational: 10,409, apprentices: 5

Luxembourg: Total number of employees: 2.967; management: 59; operational: 2,908

Austria: Total number of employees: 2,367, management: 106; operational: 2,261

LA 8 Training and risk-control programs regarding 39, 42–44 serious diseases

LA 10 Initial and further training per employee 36 Average for international subsidiaries Germany, Italy, Luxembourg, Austria (total): number of training hours per employee: 1.91 number of training hours per operational employee: 1.61 number of training hours per management employee: 7.97

DG Nachhaltigkeitsbericht 2013___07_Anhang_V2___Eng___.indd 85 05.09.2014 14:34:48 GRI Content Index

GRI-Indicator Page Status Remarks

Performance Indicators

HR 2 Supplier screening on human rights. 39, 63 The audit of all Dussmann Group master contract suppliers for compliance with social standards includes observation of human rights. So far, no contraventions of human rights have been identiﬁed nor have any contracts been terminated on these grounds.

SO 5 Public policy positions and lobbying 30, 31 PR 1 Health and safety impacts of products in life 48, 58, 61, cycle stages. 63

PR 3 Legally required information on products and 50–51, 54, Certiﬁcation of the company units reported according to OHSAS services 63 18001 and ISO 14001. As a multi-service provider, the Dussmann Group depends on products and materials from suppliers. There are company-wide guidelines (100 %) for sustainable purchasing of these materials as well as training and procedural guidelines for proper use and disposal of, for example, cleaning products.

PR 5 Practices related to customer satisfaction. 25, 62 The four subsidiaries included in this report apply a ISO 9001-certiﬁed quality management system. The evaluation of quality assurance meetings, client requests, market analyses and complaint documentation is regulated by the integrated management system, with corresponding procedural guidelines, and is part of the continuous improvement process.

Principle instruments for measuring client satisfaction: – in cleaning, the evaluation of client complaints – in catering, diner surveys and feedback questionnaires – in nursing and care, written surveys of residents and their families, which are regularly carried out with the support of a neutral market research institute and the university of Osnabrück. – DKA: measurement of client satisfaction – a transnational survey of client satisfaction with Dussmann services is planned

Where quality deficiencies are identified, they are corrected immediately in coordination with the client. In 2014, the client-orientation of the Dussmann Group was strengthened by the appointment of central client satisfaction officer.

DG Nachhaltigkeitsbericht 2013___07_Anhang_V2___Eng___.indd 86 05.09.2014 14:34:48 ContentsInhalt