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2014 Registration Document
Social responsibility
2
Action plans
Workforce by category
2014
2013
Senior directors
0.1%
0.1%
Directors
0.6%
0.5%
Managers
10.5%
10.6%
Employees
88.8%
88.8%
◗
Employees trained to meet customer expectations
Targeted training is offered for each of the 120 business functions
represented at Carrefour in order to ensure excellence in the basics.
Each country and entity is also responsible for implementing a training
plan to meet its particular needs, especially specific training in business
functions.
◗
Customer focus
All the countries provide training to foster a customer-oriented culture.
The approach involves developing a detailed understanding of what
customers expect in stores.
In 2014, field surveys were conducted to measure the stores’ progress
in terms of their customer path. The results showed a real improvement,
demonstrating the effectiveness of the approach.
In Brazil, a large-scale programme called “Servir” was implemented to
develop the six attitudes considered to be very important when providing
customer service. The role of managers in rolling out the programme
is emphasised to ensure continuity of initiatives launched in the field.
◗
Fresh Produce business functions
Improving professionalism in the Fresh Produce segment is a priority for
the Group. In France, in 2014, 224 Fresh Produce apprentices were
recruited and trained; Meat Professional Qualification Contracts were
launched in April 2014, and 1,216 employees were trained in the fruit
& vegetable and meat sections.
Everywhere else within the Group, specific training is provided for
business functions, particularly the meat, fruit & vegetables, fish, and
bakery & pastry sections. In Italy, for example, with support from the
Università dei Sapori, Carrefour trained 32 employees as trainers in fresh
produce. China, Spain, Taiwan and Poland have also been particularly
active in this area. Carrefour Spain, for example, has created in 2012 a
Fresh Produce School that trains unemployed young people under the
age of 30 and helps them join the fresh produce business functions.
Since the initiative was launched, 721 young people have been hired,
including 118 in 2014.
The vast majority of Carrefour’s staff works in stores, serving customers. 88.8% of the workforce are employees, as seen in the breakdown of
workforce by category.
These overall figures change throughout the year: Carrefour hired 178,975 employees in 2014.
Number of new hires
2014
2013
Permanent contract
99,511
98,436
Fixed-term contract
79,464
77,232
Excluding Erteco France.
Over the same period, 96,673 employees with permanent contracts left the Group. Note that when employees leave the Company due to restructuring,
there is a long process of social dialogue and the employees are supported by a set of measures to help redeploy them or find them a job outside
the Company, as appropriate.
Departures by reason
2014
2013
Redundancy
19,063
19,013
Resignation
54,110
53,637
End of trial period
23,500
24,731
Excluding Erteco France.