PDF Future in our Hands

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Future in Our Hands
The Dussmann Group
Corporate Responsibility Report
2011/2012
Contents
The Dussmann Group in Profile
Global Business. Local Service.
9
9
A Secure Future as a Family Enterprise
13
Innovative Service
Solutions for Business
and Society 14
Code of Conduct:
Establishing and Practicing Common Values 18
Our Approach:
Partnership and Dialog
19
Our Sustainability Strategy
21
Taking on Challenges,
Driving Change
21
The Challenge for Service Providers:
Changing Market and Client Demands
22
The Dussmann Path of Sustainability:
Interview with Dirk Brouwers,
CEO of the Dussmann Group
26
Responsibility for our Workforce
29
Commitment to Fair Pay
29
Personnel Development: Initial and Further
Training to Ensure Sufficient Skilled Personnel
30
Dussmann Stands for Equality
33
More Alternatives with
Flexible Working Times
36
Open Communication and
Information Exchange
36
Clients’ Wishes – Our Compass
for Sustainable Services
39
Our Suppliers:
Partners in Sustainability
59
Technical Services: Management of Energy
and Operating Expenses for a Head Start
40
A Management System Which
Defines Purchasing Requirements
59
Cleaning Services: Top Quality and
Environmental Compatibility
41
Detailed Questionnaire for Assessment
of Suppliers
60
Catering: Making
Responsibility Appetizing
44
Close Partnerships for Even
More Client Orientation
60
Nursing and Care: Transparency and
Quality at Kursana
47
Security: Protecting Our Clients’ Assets
49
Dussmann KulturKindergarten: the Added
Extra for Attractive Employers
51
Social Commitment
Environmental Protection –
Lighthouse Projects and Norms
53
ISO 14001:
Confirmation of a Functioning
Environmental Management System
53
Lighthouse Environmental Projects
55
Saving Energy at
Dussmann das KulturKaufhaus
55
Dussmann Service Italy:
Excellent Environmental and
Social Standards
56
Dussmann Service Austria:
A Pioneer in Environmental Protection 56
Dussmann Service Luxembourg:
Award of Sustainability Label ESR
57
63
Foreword
Dear Reader,
You hold the Dussmann Group’s first sustainability report in your hands, a report that makes us
very proud. Never before have we documented the corporate responsibility which we traditionally assume so completely and, simultaneously, stated our objectives so clearly. The result is
an expedition of discovery through the operations of the Dussmann Group and I warmly invite
you to join me on the journey.
This is the title of our first sustainability report. The perception of the future as an opportunity
has always been a characteristic strength of the Dussmann Group - the opportunities presented by exceptional projects, by interesting new markets and by accepting new challenges.
With a firm confidence in the future, the Dussmann Group will continue to grow and make an
active contribution to society. This is the commitment that we made when my husband, Peter
Dussmann, founded this company in 1963 and we have consistently maintained that commitment.
As a family enterprise, sustainability is important to us – environmentally and economically but
especially in social terms. Our commercial success comes with a moral duty to protect the
environment and to strengthen social cohesion in our society. We aim to offer our clients
solutions through innovation whilst actively taking on social responsibility.
The way in which we shoulder this great responsibility is documented in “Future in Our Hands”.
We show where we stand today as a result of daily dedication and how the company can
operate both sustainably and successfully despite extremely competitive conditions. It is not
just about making money and boosting sales. With our innovative products and services, we
are making the world a little better each day.
I would like to offer my sincere gratitude to our employees for this success. They are the strong
foundation of the Dussmann Group; our company builds on their daily efforts. This is why it is
so important to us to be attractive as an employer and we ensure this by promoting, supporting and training personnel from ground up.
When I look at our company today, I can proudly say: we have already achieved and created a
great deal. But we aren’t perfect and we will continue to work together and do all we can to
reach our goals in the future. I am confident that there are many more exciting challenges
awaiting us and I am certain that we will take on those challenges with self-confidence and
success.
I hope that you will enjoy reading this report and your journey through the Dussmann universe.
Yours truly,
Catherine von Fürstenberg-Dussmann
Chairperson, Board of Trustees of the Dussmann Group
The Vertical Garden
at Dussmann
In 2012, the world-famous French botanist
and horticultural artist, Patrick Blanc,
unveiled his unique “Mur Végétal” in
Dussmann House. Patrick Blanc’s vertical
gardens are on show in many cities across
the globe. His herbaceous facades are
fascinating compositions made up of numerous varieties of plants which grow, not on soil
but on an elaborate construction containing a
drip irrigation system. This enables the plants
to grow over both interior and exterior walls
– and creates a unique, living artwork.
The vertical garden symbolizes the Dussmann
Group’s focus on economic, environmental
and social sustainability. It is a tangible
representation of the commitment of each of
our company divisions..
7
The Dussmann EcoSystem
The Dussmann EcoSystem
Our concept for sustainability
Sustainable business practices and vision are
the pillars upon which the future is built. We
are committed to making social responsibility
the basis of our business activities; while
maintaining the high quality standards of our
services, we place strong emphasis on
environmental protection.
We have developed our own sustainability
concept, the Dussmann EcoSystem.
The Dussmann EcoSystem embraces the
following dimensions:

active
environmental management

raising
the awareness of our personnel
for environmental issues – laid down in
our code of conduct

reduction
and avoidance of environmentally harmful materials

examination
of products and procedures
for environmental compatibility

consistent,
conscientious quality
assurance

an
effective health and safety program
“There have been many new
developments during my
40 years with Dussmann but
one thing remains unchanged:
I enjoy working for the
company every day.”
Ellen Kunze,
Division Manager
Nutrition and Hygiene
9
The Dussmann Group
in Profile
Today, we are one of the largest multi-service providers worldwide. The
partnership with our clients and the social responsibility inherent in a family
enterprise form the basis of our success.
Global Business.
Local Service.
With around 58,000 employees in 21 countries across the globe, the Dussmann Group
offers the whole range of facility services
from one source under the brand name of
Dussmann Service: technical services,
catering, security and reception services,
cleaning and in addition, commercial and
energy management.
The second largest company division,
Kursana provides nursing and care for a total
of 13,600 seniors. The Dussmann KulturKindergarten GmbH operates in-house company
child care facilities across Germany. These
are characterized by close cooperation with
the partner company, an emphasis on arts
and culture, a bilingual approach and long
opening hours. Dussmann also operates the
KulturKaufhaus in Berlin. In 2011, the
Dussmann Group posted aggregate sales* of
1,658 million Euros and is one of the largest
private multi-service providers worldwide.
2007
2008
1,300
2009
2010
2011
1,567
1,440
1,406
1,400
1,331
52,706
51,136
51,000
1,600
1,500
53,749
55,000
57,852
56,377
57,000
1,658
Sales Worldwide * (in million Euros)
Employees Worldwide
53,000
The Dussmann Group operates facility services in
21 countries
2007 2008 2009 2010 2011
*including sales generated by service companies
and intercompany sales to Kursana
10
1990 – 2000
2004 Dussmann is Caterer of the Year.
Kursana acquires hospitalia from the Fresenius Group and becomes the leading private
service provider for seniors’ care.
2000 – 2010
2010 Dussmann Service provides services at
the EXPO. Kursana acquires eight seniors’
facilities from the US operator, Sunrise. Peter
Dussmann’s ambition to turn the company
into a management foundation is realized.
Catherine von Fürstenberg-Dussmann takes
on the chair of the board of trustees.
2010 – 2020
The Path to Becoming an
International Multi-Service
Provider
2011 die Dussmann Group extends its field
of operations to child-care with the brand,
Dussmann KulturKindergarten. All of the
company divisions see growth.
2008 Peter Dussmann relinquishes chairmanship of the supervisory board for health
reasons. His wife, Catherine von FürstenbergDussmann, is appointed to the supervisory
board.
1997 Dussmann das KulturKaufhaus – the
media department store with the longest
opening hours in Germany – is opened in
Berlin.
1963 The success story of the Dussmann
Group begins with a home cleaning service in
Munich founded by Peter Dussmann.
1960 –1970
1978 The company becomes a specialist
for interlinked services from one source.
The portfolio is extended to include full-day
catering, housekeeping and security.
1985 The first Kursana Residenz seniors’
facilities are opened in Germany. In contrast
to traditional care homes, seniors live independently as if in a hotel.
1970 –1980
1980 –1990
1990 As one of the first service providers to
do so, Dussmann Service opens 14 branch
offices in the new federal states of Germany.
1969 The original workforce of ten has
already grown to 1,000 employees. The
Dussmann Group expands abroad and signs
its first cleaning contract with a hospital.
A Tradition of Responsibility –
the Entrepreneur
Peter Dussmann
As the founder and leading figure of the
company, Peter Dussmann has had a
decisive influence on corporate culture and
values. His philosophy of client-orientation,
innovation and sense of responsibility
continues to be the fundament of sustainable
business operations and serves as a consistent guide to success.
A special duty of our company is in taking
on social responsibility in accordance with
Peter Dussmann’s maxim:
“It is the task of every successful enterprise
to give something back to society. This is why
the company’s social commitment is so
important to me”
13
A Secure Future as a
Family Enterprise
On December 30, 2010, the Dussmann Group
took on a new structure. The foundation,
already planned by the founder of the company, Peter Dussmann, was created as a
permanent management body. The creation
of the Peter Dussmann Stiftung preceded the
renaming of the former Dussmann AG & Co.
KGaA to Dussmann Stiftung & Co. KGaA. The
foundation does not hold any group equity;
sole ownership remains with the entrepreneur,
Peter Dussmann. The Dussmann Group
continues as a family enterprise.
The objective of the management foundation
is to secure the long-term future of the
Dussmann Group. Its ability to support
especially worthy activities and projects to
promote art, culture, training and education
remains unchanged.
Catherine von Fürstenberg-Dussmann chairs
the board of trustees of the Peter DussmannStiftung. Other members are Wolfgang
Clement, Dr. Tessen von Heydebreck,
Dr. Guiseppe Vita, Prof. Dr. Rainer Lorz and
Dr. Horst Schiessl. The primary purpose of
the board of trustees is to advise and supervise the executive board of the foundation.
Board of Trustees
Chairperson of the Board of Trustees
Wolfgang Clement
Member of the Board of Trustees
Dr. Tessen von Heydebreck
Prof. Dr. Rainer Lorz
Dr. jur. Horst Schiessl
Dirk Brouwers
CEO
Jörg Braesecke
Member of the Executive Board
Axel Gränitz
Dr. Hans-Jürgen Meyer
Reiner Worbs
The executive board of the Dussmann Group from l. to r.
Axel Gränitz, Reiner Worbs, Dirk Brouwers (chairman),
Jörg Braesecke, Dr. Hans-Jürgen Meyer
Almost 90 percent of all
German companies
(around 1.5 million) are
family enterprises and they
generate around 65 percent of the gross domestic
product. They employ
almost 20 million people or
about 65 percent of all
employees in Germany.
Approximately 85 percent
of all apprentices are
trained in medium-sized
and family enterprises.
Dr. Giuseppe Vita
The Executive Board
The executive board of the foundation
manages the business of the Dussmann
Group. Board members are Dirk Brouwers
(chairman), Jörg Braesecke, Axel Gränitz,
Dr. Hans-Jürgen Meyer and Reiner Worbs.
Each board member holds responsibility
for specific company divisions of the
Dussmann Group.
Family Enterprises –
Motor of the Economy
90%
Around 90 percent of all
German companies are
family enterprises.1
14
Innovative Service Solutions
for Business and Society
Dussmann
Service
Kursana
Dussmann
Office
Dussmann Service –
Services Around the Globe
Dussmann Service, the largest company
division of the group, provides all types of
facility services in 21 countries across the
globe. Integrated Facility Management for
business, industry and the social and care
sectors consists of more than 70 individual
services: from technical management through
catering, security and cleaning services to
commercial and energy management.
Cleaning is one of over 70 services in our facility
management portfolio
Maintaining Asset Value with Facility
Management
Dussmann Service considers professional
cleaning services a management issue as it
makes a substantial contribution to the
maintenance of real estate value. And
because every building and every company
has differing cleaning requirements,
Dussmann Service develops an individual
Dussmann
das
KulturKaufhaus
Dussmann
KulturKindergarten
concept for each client.
A cleaning concept from Dussmann Service
consists of a combination of services which
are customized to our clients’ needs – from
architectural consultation in the planning
phase of the building to minimize cleaning
needs to determination of cleaning methods.
Comprehensive Security Concepts
Dussmann Service develops security systems
to answer individual client needs from a wide
spectrum of security services – from site and
plant security to public order services, fire
prevention and fire fighting services as well
as reception services and health and safety
management.
Dussmann Service operates a newly constructed alarm receiving center which conforms to the norm DIN EN 50518 and monitors intrusion and robbery alarm systems, fire
alarms and video systems. In addition,
technical alerts and elevator emergency
alarms are monitored and gate intercoms and
service telephones are answered.
Catering: a Wide Service Scope
Catering by Dussmann Service includes a
multifaceted range of services from staff
restaurants and all the catering services
required in hospitals and seniors’ facilities to
catering services for child-care facilities and
schools. Whether an analysis of the current
status or professional advice on kitchen
design and financial viability - Dussmann
Service always begins catering operations
with detailed planning.
15
The objective is the development of a comprehensive catering concept which answers
the individual needs of the client and ensures
the satisfaction of diners. Some clients wish
to outsource catering operations completely
while others need only individual services.
Either way, a catering concept from
Dussmann Service always incorporates the
flexibility to adapt to clients’ business operations and needs.
Energy-Efficient, Reliable Operation
of Technical Systems
When outsourcing the operation, running and
maintenance of technical facilities, clients
must be able to rely fully on their service
provider. Whether it is a company, a public
authority, a school, a museum or a facility for
the elderly, well-functioning technical systems are essential for the comfort of building
users and one hundred percent availability is
imperative. Heating, air conditioning, elevators and lighting need to function without a
hitch and be energy efficient too.
Technical management by Dussmann Service
takes sector-specific requirements into
account as well as the conditions in individual client operations. The result: absolute
reliability, increased efficiency, improvement
in quality and simultaneously, long-term
maintenance of real estate value.
Integrated Facility Management: Effective
Work Processes
Dussmann Service develops branch specific
concepts for business and industry as well as
for the social and care sector and creates an
individual package of services for each and
every client: from technical to infrastructural
services, from commercial management to
space management.
By interlinking the various services provided,
work processes can be made even more
effective. This enables us to assure quality
standards whilst optimizing costs. And there
is another advantage: integrated services
mean that the client has just one contact
partner who is responsible for all details.
Kursana – a Home from Home
The second, extremely successful company
division of the Dussmann Group is Kursana
Germany’s leading provider of care for the
elderly. In Germany, Austria, Switzerland,
Estonia and Italy, we care for around 13,600
seniors in 116 facilities.
Residents can choose between Domizil,
Residenz and Villa facilities; all provide a wide
range of service and care with high standards
of quality. Kursana offers all forms of care for
the elderly – from traditional long-term care to
all of the necessary nursing services.
The excellent standards at Kursana also apply
to infrastructure. As a member of the
Dussmann Group, Kursana benefits from
cooperation with Dussmann Service and its
many years of experience in providing facility
services.
Kursana personnel have been providing nursing and care
and maintaining high standards of quality for 27 years.
16
Dussmann Office – Offices for Immediate
Occupancy
Dussmann Office is the office service division
of the company. The client can rent not only a
completely furnished office but also a package of services and the associated infrastructure - from a business address and telephone
number to reception and secretarial services
and conference services. Clients may select a
virtual office, a complete office or simply rent
an office or conference room with all of the
equipment necessary for one or more days.
Covering more than 7,000 square meters,
clients can browse though books, audio
books, DVDs, CDs stationery and sheet
music. As in all of the company divisions,
service orientation is first priority at KulturKaufhaus: customers can listen to CDs at
listening stations, read books, borrow a pair
of reading glasses and take advantage of our
packing and shipping services.
There are regular events at the KulturKaufhaus without entrance charge: concerts and
readings featuring international celebrities
such as Donna Leon, Daniel Barenboim and
names from the worlds of culture, politics and
business.
Dussmann KulturKindergarten:
Holistic Learning
The most recently established company
division, Dussmann KulturKindergarten, was
established in 2011. We plan and operate
in-house corporate child-care facilities for our
clients across Germany. These are characterized by an emphasis on arts and culture, a
Innovative office services enable our clients to be flexible
Dussmann das KulturKaufhaus:
Open for Cultural Insights
Dussmann das KulturKaufhaus on the Friedrichstrasse in Berlin was established by Peter
Dussmann in 1997. The range of media and
the opening times, Monday to Friday from 10
a.m. to midnight, Saturday 10a.m to 11.30
p.m. make it unique in Germany.
Our most recently established field of operations:
child-care
bilingual approach and long opening hours.
Our clients need to be more attractive for
existing and potential employees. We help
them with this objective and combine business with pedagogical know-how.
A unique range in the center of the capital city:
17
Integrated Management
System: Guaranteed Client
Satisfaction
Sustainability as a Key
Function of Management
Our integrated management system is a
significant success factor in both national
and international competition. It ensures the
satisfaction of our clients, the safety of their
personnel and ours and we make the protection of our environment a central focus. This
enables us to make a significant contribution
in terms of synergies, cost savings and
sustainability.
The Dussmann Group is intensifying its efforts
to integrate sustainability into all aspects of
the management process. The first step was
made in 2011 with the creation of a sustainability board. This committee includes the
members of the Dussmann Group’s executive
board. The members each carry responsibility
for a company division and appoint a representative from the service divisions according
to the topic under discussion who implement
resolutions at operative level. The sustainability board meets twice a year to discuss
current developments and to determine the
sustainability strategy for the Dussmann
Group and its subsidiaries
Dussmann Service Germany is the only
facility management provider so far which
has achieved TÜV certification for quality,
environmental and health and safety management. The international division too is well
prepared; many of the international subsidiaries hold certification for their integrated
management systems.
As the first private provider of care and
nursing services for the elderly to do so,
Kursana has achieved TÜV certification for its
operations in all Kursana Domizil and Residenz facilities.
A Holistic System Regulates Processes
The integrated management system is a holistic system which regulates processes and
procedures for quality, environmental and
health and safety management. It defines
clear corporate objectives, structures,
responsibilities, procedures and processes.
The integrated management system is complemented by additional certification for food
safety and security services according to
applicable norms.
A detailed overview of current certification for
the international subsidiaries of the
Dussmann Group may be found on page 67.
The executive management of Dussmann
Service Germany, Dussmann Service International and service division heads meet
regularly to advance the development of the
Dussmann EcoSystem. This committee
discusses operative implementation of
strategic resolutions made by the sustainability board. New topics are also introduced in
preparation for presentation to the sustainability board.
The three building blocks of the integrated
management system
ISO 9001
quality
management
OHSAS 18001
health and safety
management
ISO 14001
environmental
management
18
The full version of the code
of conduct is available for
download at http://www.
dussmann.com/de/dussmann-gruppe/profil/codeof-conduct/
Code of Conduct:
Establishing and Practicing
Common Values
Confidential Data in
Good Hands
Ethical values are a key component of the
Dussmann Group’s principles; they have a
direct relationship to economic standards
such as fairness and responsibility in the
business world.
The code of conduct describes the Dussmann
principles as a set of unambiguous and
binding rules which serve as guidelines in our
decisions and our business dealings. We
expect all personnel to identify with these
ethical principals and to act accordingly. Our
management staff communicate them and
set an example through their own actions as
a matter of course.
The Dussmann Group gives data protection
and date security high priority. All company
divisions are service providers and as such,
are often involved in the business processes
of our clients. There are a number of contracts where we are actually a part of the
client organization and as a result, we inevitably come into contact with client data. At the
company division Kursana, residents trust us
not only with sensitive personal information
but also information that is classed by federal
legislation as requiring special protection.
This is why we oblige our personnel to
confidentiality in respect of trade secrets and
other confidential information and to limit its
use exclusively for internal purposes. Each
member of staff must sign such an agreement
at the beginning of his or her employment
with the company.
The code of conduct contains guidelines for the activities
of our personnel
19
Our Approach:
Partnership and Dialog
Our company works with many different groups and institutions. We maintain a close dialog
of trust with our stakeholders in order to understand their needs and to keep them informed of
corporate activities.
Clients
Politics and Administration
Absolute client orientation is the key to business
success and the pursuit of Dussmann sustainability strategy. This involves the deployment of all
instruments of communication and all forms of
dialogue and cooperation including client representation on the company’s supervisory board.
Dussmann seeks political dialog at federal, state
and communal levels with the object of finding
mutual solutions to social challenges and of
establishing fair conditions for companies.
Employees
Shareholders
The workforce is the sound foundation of our company. Dussmann does its utmost to achieve a high
level of employee satisfaction through personnel
development and optimum work conditions.
With the establishment of the management foundation, a further cornerstone of a secure future for
Dussmann as a family enterprise has been laid.
The family remains the sole owner of capital
shares.
Potential Applicants/ Employees
Associations
Dussmann is dependent on skilled, qualified personnel in all of its company divisions. The company promotes itself as an attractive employer
offering excellent career prospects with an extensive network of contacts and information forums.
Dussmann concentrates its activities on selected
industry associations, the BDWS, the employers’
association nursing and care, the federal association of private social service providers (bpa), the
welfare service organizations, GEFMA, RealFM,
VDI, DIN and DEHOGA. We focus on activities
towards sector-specific minimum wages and strategies to counter the shortage of skilled personnel.
Employee Representation
Scientific Institutions
Dussmann has regular meetings with several trade
unions and maintains a close dialog with the works
council.
Dussmann cooperates on research and development with numerous scientific institutes and wellknown technology partners. The company also
works closely with colleges in the context of master and diploma theses.
Media
Banks
Dussmann maintains ongoing communication with
the media and consistently invests effort in building on these relationships. The company’s press
relations have been commended: Dussmann’s
communications department was ranked third
among the major companies in Berlin.2
Financial institutions are traditionally important
partners for Dussmann in connection with
corporate finances. They also function as advisors
and a source of ideas on the topics of economic
sustainability, risk management and corporate
governance.
Brief Portraits of Dussmann Group Stakeholders
“You can’t decree quality.
At Kursana, it is reestablished
anew each day by our
personnel – at 116 locations
in Europe.“
Ute Kokel,
Regional Quality Manager
21
Our Sustainability
Strategy
With the creation of Dussmann EcoSystem we
have established a corporate sustainability concept
which clearly defines our objectives and the way
we achieve them
Taking on challenges,
driving change
Today, modern industrial societies are facing
huge challenges which must be taken on by
businesses if they want to continue to
operate successfully. However, challenges
and the quest for solutions to the central
issues of the future also present windows of
opportunity which must be seized. Enterprises need to invest in innovative products
and services to answer changing needs and
the greatest potential lies in the competence
and the dedication of their personnel.
Climate change demands action
CO2 emissions caused by the use of fossil
fuels are a decisive factor in global warming.
An increase in temperatures of more than 2°C
over those during the pre-industrial era would
result in incalculable global climate change.
In order to avoid this situation, CO2 emissions
in comparison to 1990 must be reduced at
least by half by 2050.
Contributing to a responsible market
economy
The global financial and economic crisis has
led to a loss of confidence in the efficacy of
the market economy. Resentment concerning
the absence of strategies to deal with the
crisis and social injustice has expressed itself
in protests which have found the sympathy of
many social groups. Legitimation crises like
theses engender skepticism towards entrepreneurial activities in general. In this phase,
businesses are especially called upon to
prove their commitment to the general good
and to carry on an open dialog with society.
Demographic change demands new answers
Resource shortages necessitate efficiency
The fossil fuel era will end in the foreseeable
future. The amount of oil, gas and coal which
we consume every year is equivalent to the
quantities formed over one million years.
Worldwide energy consumption has doubled
since 1970 and will triple by 2030. Growing
demand has lead inevitably to exploding
energy costs. Between 2000 and 2011, oil
prices increased by a factor of five. This is
why the time has come to reduce energy consumption through increased efficiency and to
concentrate on renewable sources of energy.
Protest action against the consequences of the financial
and economic crisis
22
The challenge for service
providers: changing market
and client demands
The proportion of their lives that people in
industrial societies spend in buildings3
Due to the low birth rate, the German population will decrease by approximately 15 million
by 2060, despite immigration. Simultaneously,
life expectancy is on the increase leading to a
growing proportion of older citizens; in 2060,
a third of the population will be over 65.
Further trends are an increase in single
households and a growing number of single
parent families. Demographic change has an
impact, not only on the finances of social
systems but also on spheres of activity such
as education, child and health care, the
workplace and infrastructure.
Shortage of skilled personnel is a risk factor
Demographic change has tangibly increased
competition for skilled personnel. It has been
estimated that by 2025, demand in Germany
will exceed supply by up to 6.5 million. Today
already, every third German company is
unable to fill vacancies at short notice and
considers the shortage of skilled personnel
one of the greatest risks threatening business
development. Solutions such as intensive
investment in initial and further training,
better integration of women in the workplace
through improved compatibility of career and
family, promotion of younger and older
personnel, for example through training
schemes while in employment and flexible
work time models as well as integration of
qualified immigrants are increasingly important
Manufacturing companies are subject to
global competition and therefore concentrate
increasingly on their core processes. At the
same time, the margin of cost flexibility in the
public sector and in social institutions grows
ever tighter. Both of these developments
have led to outsourcing of secondary processes and created strong demand for a wide
range of qualified services from a single
source.
In purchasing, clients have a clear perception
of requirements in the context of quality
assurance, flexibility, optimized cost-efficacy,
compliance with legislation and norms and
increasingly, compliance with sustainability
criteria. Under the pressure of competition,
clients want to improve their own standards
of sustainability and, with this objective, use
all of the potential available in the delivery
chain. This is especially true of the service
markets in which the Dussmann Group
operates.
Facility Management: high potential for
resource savings
Facility Management is now a key sector of
the German economy with a volume of 176
billion Euros, a contribution of five percent to
the gross domestic product and four million
jobs. In terms of sustainability, it is particularly relevant that almost half of the energy
consumed is for the maintenance and operation of buildings. Existing real estate is one of
the main producers of CO2 emissions.
The issue of costs too has considerable
dimensions; costs generated during the
operating phase of a building are several
times higher than the costs of construction.
In addition, building use involves an important social component: on average, people
living in industrial societies spend 90 percent
of their lives inside buildings. It has been
23
proved that comfortable conditions inside
buildings lead to increased work productivity
and reduce absences due to illness.
These factors constitute a challenge for
service providers to seek solutions and to put
quality assurance, cost-efficacy and resource
concepts into practice by means of energy
and waste management and the deployment
of environmentally friendly cleaning procedures.
Catering: priority for sustainable production
A growing number of consumers are demanding foods from sustainable production. In
Germany, the catering industry is a central
field of activity for these new demands as it
serves 20 million people each day. Current
trends include balanced, fat-reduced dishes,
organic ingredients from regional producers
and fair-trade products. The customers’
demands for sustainable products have led
to a more intense focus on the entire value
chain i.e. purchasing, production, preparation,
consumption and disposal of foods which are
used in catering operations.
There are huge opportunities for companies
and social institutions to improve customer
and guest satisfaction through use of sustainable products. Catering service providers are
obliged to develop need-oriented solutions
and to make a measurable contribution to
improving their clients’ sustainability record.
production
di spo
para
sal
pre
um
ptio
n
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co
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tion
Focus on
sustainability: value
chain in catering
ch
pur
as
i
Catering operations serve increasing numbers of
diners each day
24
competition for skilled personnel.
This has generated demand for competent
child-care providers who can offer both pedagogical and business know-how.
The need for nursing and care is growing fast
150,000
The shortage of
nursing staff by 20204
Child-care trends of the future
Promoting the compatibility of work and
family is becoming an essential task for
companies and institutions which must adapt
to new social values and trends: for 92
percent of all employees with children, the
compatibility of work and family is just as
important as financial compensation.
Employers who offer their workforce good
corporate child-care facilities benefit in a
number of ways. Their employees can return
to work earlier, professional know-how and
skills stay in the company and qualified
personnel remain loyal to the company during
the family phase and beyond. Family-friendly
employers are more attractive. Not only are
the costs of personnel acquisition reduced,
employers improve their position in the
All Dussmann KulturKindergarten facilities work according
to a tailor-made pedagogical concept
Demographic trends in Germany show that
medical advances are extending life expectancy and this is accompanied by a growing
need for nursing and care. The number of
people in Germany needing geriatric care will
grow from 2.4 million today to up to four
million in 2050. Studies predict a need for an
additional 330,000 places by 2020. The
demand for high quality nursing and care
services will rise simultaneously.
These developments are accompanied by a
growing shortage of nursing and care staff.
Today, there are already 50,000 fewer qualified personnel than needed and by 2020 this
will grow to over 150,000. The success of
nursing and care facilities depends directly
Wanted: dedicated, motivated nursing staff
on their ability to recruit and keep dedicated,
motivated, longstanding nursing staff.
26
“The Dussmann Path
of Sustainability”
Many of our clients want to improve their
sustainability record. Can Dussmann help
them?
Dirk Brouwers,
CEO of the Dussmann Group
Mr. Brouwers, in our society and on the
market, sustainable business activities are the
yardstick of credibility. Companies increasingly expect this form of commitment from
their business partners. Is the Dussmann
Group prepared for this challenge?
Yes, we are. Sustainability has tradition at the
Dussmann Group. Company founder, Peter
Dussmann, set down and established principles from the outset. As a family enterprise,
we are committed to a corporate culture
based on sustainability – environmental,
economic and social.
What are the preconditions for the maintenance of these sustainable principles?
It’s possible because the Dussmann Group is
built upon a firm fundament. In our 50 years
on the market, we have seen consistent
organic growth. The positive development of
our company and our high ratios of self-delivery enable us to act independently of the
capital markets. We offer a wide range of
products to a wide range of clients which
generates growth, even during times of
economic crisis. As a result, we are a leading
provider in two sectors simultaneously – in
the facility management sector and in geriatric nursing and care. This fundament is vital
because only when a company is financially
sound is sustainability possible. Since 2011,
the company has been a foundation. By
taking on the new legal form, we have underpinned a successful and secure future for the
company.
We are already helping by ensuring efficient
operation of our clients’ real estate and
careful use of resources there. For example,
we deploy low-emission, consumption-optimized cleaning technology and use biodegradable cleaning products. By modernizing
our cleaning procedures, we ensure environmental compatibility. In general, the technical
aspects of service provision are very important. In energy management, for example, we
examine all technical systems for savings
potential. We use fair-trade and regionally
produced organic foods in catering operations for several clients. When possible, we
always cooperate with our clients in taking a
sustainable approach.
Does Dussmann react to individual market
requirements or do you approach the client
pro-actively and offer sustainable services?
In both cases, it is important to recognize the
wishes of the client early on. We do this by
working closely and maintaining a constant
dialog with our clients. Together, we develop
individual service packages for their requirements and needs. Our portfolio contains a
wide range of services with a single point of
contact, in Germany and at many locations
across the world which makes us very
flexible. We perceive ourselves as problem
solvers for our clients. This makes us attractive as a company. It is important to observe
the markets closely and to enter new business fields as we did in 2011, for example,
with corporate child-care..
Where do you see future opportunities?
I see further opportunities in our core markets
of FM and nursing and care. We have done
excellent work here for many years and have
experienced consistent growth in both
sectors. Industry focuses increasingly on its
core processes and needs a professional
service provider at its side. I see opportunities in the health care sector, in the food
industry and with cultural organizations for
example.
27
The markets for geriatric care in Germany,
Europe and across the world are very
dynamic and present an exciting challenge
for our company.
The services that Dussmann provides each
day are services carried out by people for
people. This involves around 58,000 members of staff worldwide. How important is
social sustainability to you?
It is one of the most important issues for the
Dussmann Group. After all, we employ
people from 113 different nations of the
world. Each of them contributes to our
success with their work and their dedication.
With success comes responsibility – the
responsibility of fairness as an employer
which we assume through fair pay, social
benefits and excellent opportunities for career
development. It also includes pressing for
sector-specific minimum wages which is the
only way of ensuring a level playing field. We
offer opportunities to employees with minimal
qualifications too and to those embarking on
a second career or returning to work. We will
expand the range of initial and further training
and invest even more in health care and in
motivating our employees. It is gratifying that
we are always in dialog with our works
council throughout all of our plan and actions.
They have very clear expectations and
contribute to content. That is a great help.
Is the shortage of skilled staff already noticeable and do you have strategies to counter it?
In general, we have few problems recruiting
skilled personnel as an attractive employer.
However, in nursing and care operations it is
increasingly difficult to find well qualified staff.
In order to ease the situation, we are intensifying efforts to establish our employer brand,
for example, by consistently building on our
program of initial and further training. This
also includes our trainee program and the
promotion of older employees. Kursana has
substantially increased the number of trainees in the past years with the objective of
training and keeping the best of skilled
personnel of the future. We also plan to
recruit personnel from abroad.
I am confident that we will be able to counter
the shortage of skilled staff with this balanced action plan.
We have already discussed specific action
taken by the Dussmann Group in the context
of sustainability. Does the company document this action?
We don’t only document it, we define it too.
We have prepared our own corporate code of
conduct in which we define our ethical
principles in the form of guidelines. The code
of conduct is binding. It engenders trust and
creates a bond between our employees and
the company through mutual values. In
Dussmann EcoSystem, we have reported our
activities during 2011/2012 and clearly
defined our sustainability objectives for the
first time. I am confident that this has established a firm basis which will enable us to
take on future challenges.
“Dussmann takes care of its
employees’ health. The back
therapy course is just one of
many examples.”
Melanie Gärtner,
HR administrator
29
Responsibility
for Our Workforce
“Our company objectives can only be achieved if motivated personnel
can relate to them and are prepared to commit themselves to them.
I promote a corporate culture based on the personal initiative, flexibility
and responsibility of every single employee. These are the principles
of a mutual vision which all employees can relate to, support and
realize successfully.”
Peter Dussmann
Commitment
to Fair Pay
We believe that social responsibility means
paying employees fairly and punctually for
their dedicated work. We take a clear stand
against excessively low wages and the
breach of wage agreements which dramatically undermines fair competition between
companies both inside and outside Germany.
We are committed to universally applicable,
sector-specific, regionally adjusted minimum
wages. We work actively in cooperation with
a number of employer associations, with
politicians and with trade unions to establish
viable minimum wage agreements, setting an
example for other sectors and ensuring that
employees have a reliable income.
Minimum wage has no
negative effects
In 2011, the federal ministry of work and
social affairs carried out an evaluation
of existing regulations concerning
universally applicable minimum wages
in eight sectors. No negative effects
caused by minimum wage regulations
were identified. The concerns
expressed about introduction of sectorspecific minimum wages, for example in
the nursing sector, are without grounds,
according to the study.5
8,75
Nursing Care
7,00
7,75
Commercial Cleaning
7,33
8,82
8,75
Minimum Wage (Euro/Hour) Status 2012
Security Services6
Catering
There is no minimum wage in catering operations so
far. Dussmann is exerting pressure for extending legal
regulations to this sector too.
Western Germany
Eastern Germany
Existing minimum wage regulations in specific
service sectors
30
Personnel Development: initial
and further training to ensure
sufficient skilled personnel
The skill and the dedication of our personnel
are the key to our company’s success. This is
why we offer excellent career opportunities
and promote career development at every
stage from those beginning their career to
those embarking on a new one. In addition,
internships at Dussmann enable school
leavers and those who have retrained to
acquire initial work experience in many
different fields.
Successful Career Entry for Apprentices
Apprenticeships secure the future of the
company by preparing young talent for
middle management, for specialist positions
and for executive management. The dual
training system is carried out in cooperation
with the chambers of commerce and the
guilds and combines theoretical knowledge
with practical skills.
At Dussmann, young people can choose from
a wide range of attractive apprenticeships.
During all of these, apprentices receive
detailed, practice-oriented insight into the
work of a quality service provider. At
Dussmann Service there are currently around
150 young people in training. This number
reflects the current requirements of the
company and is adjusted according to the
need for each type of specialist.
Dual Training System for Management
Personnel - College and Practical Training
In cooperation with educational institutes
such as the Fachhochschule für Wirtschaft
und Recht in Berlin and the International
Berufsakademie, Dussmann offers dual
training ending with the qualification, Bachelor of Arts.
Individually designed trainee programs
enable young management talent to acquire
skills and gather experience in service
divisions at various national and international
corporate locations. Programs have a duration of 18 to 24 months and prepare trainees
for responsible positions.
Dussmann also offers graduates with university diplomas attractive initial positions.
Following a selection process which is
carried out in cooperation with a partner
college, they are placed at headquarters or
a branch office according to the emphasis of
their studies. There, they can contribute their
theoretical knowledge to projects and establish professional contacts.
The Dussmann Group offers appren
ticeships in the following professions:
Dussmann Service
Administrator

Office Communications

Marketing Communications

Media Designer

Cook

Hospitality Operative

System Catering Operative

Restaurant Operative

Cleaning Technician
(Operative and Master)

Certified Security Guard

Protection and Security Operative

Office

Bookseller

Music
supplies seller
Kursana

Certified
Geriatric Nurse
Assistant

Administrator Health Care

Gerontopsychiatric Assistant

Geriatric
College Courses:

Business Studies/ Service Management

Business Studies /Facility Management

Business Studies/ Trade, Banks,
Insurance, Industry

Health Care Economics

Nursing and Care Management

Security Management
31
Trend-Setting Training
at Kursana
Kursana currently trains 415 apprentices.
Almost 80 percent are taken on at the end of
the apprenticeship (status 2011).
Focus on Practice Orientation
In 2012, Kursana introduced a new apprenticeship concept strongly focused on practical aspects. In seminars trainees learn not
only how to apply various learning techniques. They also develop the social competence necessary to deal with people suffering
from dementia and to communicate with the
elderly, with those needing nursing and care
and with their families. Another new feature is
the introduction of seminars for practical
trainers who play an important supporting
role in initial and further training. There are
currently 200 employees at Kursana who, in
addition to their nursing work, have taken on
the role of practical trainer.
At the beginning of the apprenticeship, there
is a two-day event for apprentices in Berlin.
In addition to workshops, talks and reports
by long-standing Kursana personnel, apprentices can gather initial practical experience
and get to know each other. In order to be
able to understand the situation of people
who are dependent on help, they reverse
roles and carry out nursing procedures on
one another.
Kursana’s central event for apprentices in Berlin
Apprentice Quota
In order to meet the growing demand for
skilled nursing and care staff in the future,
Kursana has resolved to regulate the minimum number of apprentices for each facility.
Facilities with less than 100 beds must
recruit at least one apprentice each year.
415
The number of apprentices at Kursana7
Those with more than 100 beds must recruit
two or more apprentices each year.
Kursana takes part in regional and supraregional trade fairs and organizes open days
at facilities to provide information and to
recruit apprentices. In addition, the company
cooperates with schools by providing internship placements.
“As someone who has worked
in other sectors, I appreciate
the trust that Dussmann
shows its personnel and the
way existing know-how is
tapped.”
Elisabeth Mirow,
Director Kursana Domizil Schwedt
33
Effective Further
Training Facilities
Staff at Dussmann Service Germany and
Dussmann Service International is trained on
the Dussmann Campus in Zeuthen near
Berlin and at the Dussmann International
Academy. The objective of the 200 or so
different seminars and workshops is to model
personnel qualifications according to the
requirements of our clients, to strengthen
staff loyalty and to boost motivation. On the
one hand, service-specific qualifications are
awarded such as certified master of commercial cleaning, chamber of commerce certificate in protection and security or technician
for cleaning and hygiene technology. On the
other, training in service processes and
support and management processes is
carried out, for example on the topics of
health and safety, human resources management, law and IT.
Through conversion of the seminar center on
the Dussmann Campus, capacity has been
expanded substantially: as from 2012, four
seminars can take place simultaneously.
of management personnel at
Dussmann are women
The Kursana Academy program offers opportunities for further qualification in:

Nursing
and care
and administration

Prevention of illness and promotion of
health amongst personnel

Management
Trained
Staff
Training
Days
Number of
Seminars
2011
1,400
231
113
2012
2,500
321
182
The Kursana Academy has seven locations:
Dussmann Stands
for Equality

Au
Many Women in Management Positions
in der Hallertau
Pyrmont

Berlin

Hamburg

Merseburg

Seligenstadt

Vaihingen/Enz

Bad
At these facilities, nursing and care personnel
are qualified for the tasks in their responsibility: from apprentice to director. This is possible due to an intense exchange of information and experience between the facilities
and between individual members of staff. In
addition, external specialists are invited to
lecture at further training courses at the
Kursana academy and highly competent
personnel take on the roles of trainer and
mentors passing on their knowledge to other
colleagues.
Men and women have equal career opportunities at our company. In comparison to
figures quoted in the course of the current
public debate on the necessity of a female
quota in management, Dussmann is ahead of
its time:
Catherine von Fürstenberg-Dussmann chairs
the board of trustees and is at the head of
the company. 73.5 percent of all employees
and 46 percent of management staff at
Dussmann are women.
In some divisions, the statistics differ significantly from general trends; at Kursana,
women make up 61 percent of management
personnel and 86 of the nursing and care
workforce. KulturKindergarten facilities are
staffed exclusively by women.
34
In these divisions, measures to promote a
positive male role model are necessary.
Kursana has already made a start and in
2010 organized the event “Boys’ Day”, when
several Kursana facilities organized projects
targeted at boys, for example sport events
with seniors.
Real Diversity
In Germany, the Dussmann Group employs
people from 113 nations. Many of them have
made progress in management and hold an
important position such as site manager.
Another example of the inclusive nature of our
corporate culture is the recruitment of international nursing staff which are deployed at
Kursana following participation in a specially
designed integration course.
An international outlook, diversity, respect for
different cultures and mutual trust are basic
Deployment of Older Employees:
a Matter of Course
For Dussmann, productive efficiency and
commitment to duty is not a question of age.
The average age of our workforce is approximately 45, which is higher than that of the
majority of companies. There are older
employees in all of the service divisions,
some of them over 70. They too benefit from
a corporate culture of equal opportunity. A
further example: 160 of the 415 apprentices
were employed as nursing assistants beforehand. Now they will receive training at
Kursana to qualify as geriatric nurses. Many
of these apprentices are no longer teenagers;
indeed 15 percent are already over 30.
Dussmann’s International Outlook is Part of its Success
prerequisites for successful business activities in 21 countries. At Dussmann, everyone
is welcome independent of age, disability,
religion, culture or sexual orientation. We
protect each employee from discrimination in
the workplace and ensure that legislation is
strictly observed.
There are works councils at all levels of
the Dussmann Group. They are active
on individual operative sites, at local
branch offices and centrally, as the
group works council.
“Career Prospects in Nursing?
Of course – at Kursana my
career is only just taking off.”
Martin Krause,
Specialist Nurse
36
More Alternatives with
Flexible Working Times
Open Communication and
Information Exchange
Dussmann is subject to the regulations of
wage agreements in the individual sectors
and to the requirements of labor legislation.
At Dussmann Group headquarters, personnel
have flexible working hours around core
times. The agreement is regulated by the
employees themselves who determine and
document their working times – an example
of the relationship of mutual trust.
In service operations of course, there is less
flexibility in the determination of working
times as these are dependent upon individual
client requirements. It is for this reason that
contracts of employment are often the rule for
Dussmann service operatives. 60 percent of
our personnel work part-time, which enables
them to find a better balance between work
and family commitments.
We keep our employees up-to-date using a
variety of communication media deploying
not only intranet, flyers and brochures. Our
employee magazine Insider offers interesting
and entertaining insights into the operations
of each of the service divisions. In the staff
letter, executive management informs about
current objectives and developments at
Dussmann. The employees themselves are
encouraged to take the initiative and to offer
feedback. There is an email address specifically for the purpose of direct communication
with Mrs. Von Fürstenberg-Dussmann and
the board.
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113
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194
KU-Insider_RZ-V4.indd 1
DS-Insider_RZ.indd 1
DS-Insider_deu_1_12.indd
1
28.02.2012 10:56:08
194
domizil Greifswald
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2 domizil Grimmen
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3 domizil stavenhag
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4 domizil alzey
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5 domizil Künzell
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8
domizil Greifswald
Haus Hufeland
9
domizil Greifswald
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91,46 %
91,00 %
90,39 %
11 domizil rastow
Haus achterfeld
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12 residenz Hamburg
(ambulant)
13 domizil Merseburg
90,05 %
90,02 %
Nachgezählt
Jährlich zieht es
rund 46.400
Besucher bei den
Tagen der
offenen Tür in
die Kursana
Häuser. Zum Vergleich
: Die
Volkswagen-Arena
in Wolfsburg fasst 30.000
Besucher.
31.10.2011 11:02:30
KU-Insider_deu_1_12-V2
.indd 1
31.10.2011 14:28:45
Ausgabe 2 · Kursana
insider 1
28.02.2012 17:05:59
Peter Dussmann Award:
Recognition of Dedication
Each year, we present awards to individual
members of staff and groups whose work
reflects our corporate philosophy in an
exceptional way. The Peter Dussmann Award
is our way of honoring those who demonstrate strong team spirit and make an outstanding contribution to
society. They set an
example and encourage
others to show courage
and community spirit
– at work and in their
private lives.
“It’s our hallmark at
Dussmann: openness and
friendliness towards clients
and colleagues”
Jana Güßloff,
Reception Headquarters
38
“Being where we’re needed
and showing total commitment in fulfilling client expectations: that’s what makes the
difference for our clients.”
Sebastian Herrmann,
Sales Manager,
Branch Office Southern Bavaria
39
Clients’ Wishes – Our Compass for Sustainable Services
Clients’ Wishes – Our Compass
for Sustainable Services
Our clients’ wishes are the most important catalyst in the development
of tailor-made service services. We’re in tune with our clients’ needs
through continual dialog.
Regular quality assurance meetings at all
levels, client surveys, regional and supraregional client events and a mix of communication instruments ensure that business
relationships with our clients grow into
strategic partnerships. We can support our
clients on a wide range of issues and improve
their sustainability record which increases
their competitive edge. This is because our
company has internalized these values itself
and our operations have a sound sustainable
fundament.
Environmental Protection in Service
Provision
Improving environmental protection during
daily service operations means making each
individual member of staff aware of the
issues involved – for example through regular
staff training on careful use of energy and
other resources and on environmentally
compatible operations.
S
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In 2012, Dussmann Service International
introduced environmental stickers which
underline our commitment to environmental
protection. The stickers encourage both
employees and clients to contribute to
environmental protection.
ve
r
Careful use of energy resources is part of
internal corporate instruction for all
Dussmann employees. This includes information about specific methods of avoiding
wasteful resource consumption in the course
of service provision.
The number of tons of CO2 saved each
year by modern cleaning techniques
15.03.2012 13:40:02
40
Technical Services: Manage
ment of Energy and Operating
Expenses for a Head Start
Energy and operating expenses management
by Dussmann Service means minimizing all of
the factors which generate energy and
operating costs and making our clients’
energy consumption as efficient as possible.
The objective of energy management is to
give our clients a head start with flexibility
and to ensure as much financial control as
possible. We observe the energy markets
closely and, when clients request it, use
benchmarks to examine potential for optimization. Consistent update of data ensures
that we can react swiftly and flexibly. We also
examine our clients’ technical systems and
identify any savings potential. All of these
measures contribute to the decisive competitive advantage of our clients.
A holistic view is necessary in order to
provide our clients with optimum energy and
operating cost management from two perspectives: energy savings can be achieved
through both commercial and technical
means. The starting point is a comprehensive,
thorough analysis of the status quo.

optimum
energy consumption through
comprehensive business support

reliability and viability of energy supplies

suggestions for modernization and optimization of energy-associated technical
systems

optimization of operations for energy and
operating costs

recommendations on maintaining real
estate value

investments with sustainable effect
energy management during the operational phase
status quo analysis
(benchmarking analysis)
collation of invoice and
contract data
audit of operating costs
utility purchasing analysis
real estate and
systems
implementation concept
optimization of utility purchasing
energy and operating
cost control
41
Cleaning Services:
Top Quality and
Environmental Compatibility
The objective of Dussmann Service commercial cleaning operations is not only a clean
building. From the perspective of sustainability, it is also about maintaining the value of
real estate, optimizing operating costs,
careful use of resources and the comfort of
the people who work in or visit the building.
In hospital cleaning, a sector where we have
intensified our activities, hygiene and cleanliness is also crucial for the health of patients.
Our Cleaning Products: Cost-Effective and
Environmentally Friendly
Dussmann Service deploys primarily highly
concentrated cleaning products. In comparison to the utilization of regular products, this
reduces transport needs by 90 percent – or
2,000 tons each year. To ensure that products
are dosed correctly, automatic and manual
dosing systems are deployed. In Germany,
there are automatic dosing systems in more
than a fifth of our operations.
Dussmann Service uses only environmentally certified
cleaning products
Many of the cleaning products used are
highly biodegradable; Dussmann Service
exceeds minimum legal requirements which
prescribe biodegradability of at least 80
percent. The products used by Dussmann
Service Germany are 98 to 99.9 percent
biodegradable.
Only products with environmental certification
come into question for Dussmann Service
Germany. The entire range of cleaning
products display the A.I.S.E. label and
cleaning textiles are certified with the Nordic
Swan label. Hygiene paper is FSC-certified or
carries the Umweltengel seal.
To reduce the volume of transport, innovative
calendaring and packaging technology is
used enabling 38 percent more paper to be
transported with the same volume. At
Dussmann Service, the proportion of paper
with high package density is almost 40
percent.
Recycling Material has Priority
Dussmann Service gives priority to garbage
bags made of reclaimed plastics and 78
percent of the hygienic paper used is made
of recycled paper. All cleaning materials are
packed in recyclable polyethylene packaging.
The use of packaging made of PVC or similarly environmentally incompatible materials
is excluded.
42
Innovative Cleaning Techniques Reduce
Emissions
Using pre-prepared cleaning textiles, surfaces need only be mopped once. This saves
not only time but also water, energy and
cleaning products and reduces the number of
mop covers requiring subsequent laundering.
Due to the transition from the two-step to
one-step cleaning procedure on selected sites,
emissions of CO2 have been reduced by 30
tons a year. This corresponds to the annual
emission of 10 medium-class vehicles averaging 30,000 kilometers per year. This calculation was confirmed by the imug institute.
A Systematic Approach Gives a Head Start
on Sustainability
Together with its long-term strategic partner,
Pfennig Reinigungstechnik GmbH, Dussmann
Service has developed a cleaning system
which combines economic, environmental
and social sustainability criteria in an exemplary way. It focuses on the use of extremely
durable, fully modular system cleaning
trolleys which can include the pre-prepared
cleaning textiles such as mop covers and
cloths.
This procedure reduces not only the consumption of water and cleaning chemicals
but also saves time. Simultaneously, cleaning
quality is improved and with it, client satisfaction. Cleaning staff also benefit from much
simpler procedures and improvement of
health and safety aspects.
Energy-Efficient Cleaning Machines
Dussmann Service Deutschland deploys an
increasing number of vacuum cleaners with
optimized energy consumption and reduced
noise emissions. These vacuum cleaners
consume around 42 percent less energy and
produce 50 percent less noise whilst achieving the same cleaning efficiency. Currently,
about 100 of these vacuums are in use. This
corresponds to a reduction in CO2 emissions
of around 14 tons and energy savings of
approximately 3,800 Euros for our clients.
95 percent of cleaning machines at Dussmann
Service are electrically driven and are therefore environmentally friendly in operation.
Economic
Lower consumption of water and cleaning products
Increased cleaning quality
Time savings due to reduced interim cleaning
Value for money
Environmental
Exact dosing of cleaning products
Full use of cleaning solution without waste
No transmission of infection
Lower cleaning product consumption through
adjustment of product to textiles and floor surfaces
Social
Proper use of products and materials using
color-coding
Contact-free change of mop cover
No need for disposal of waste cleaning solution
No need to carry heavy buckets
The system cleaning trolley: factors of sustainability
43
Using Osmosis: Glass and Façade Cleaning
Without Chemicals
In order to reduce the environmental impact
of glass and facade cleaning, Dussmann
Service uses the osmosis method where
possible; osmotically treated water is almost
salt-free and attracts dirt like a magnet. It is
used without any cleaning chemicals at all
and is therefore both an intensive and
extremely environmentally friendly method of
cleaning. Due to certain technical requirements however, this method is not universally
applicable.
requirements with respect to work materials
and products. Checks are made of both
management and the technical processes
which determine cleaning quality. An independent auditor accompanies cleaning
teams at several different sites and monitors
service provision with reference to service
specifications.
Result-Oriented Cleaning: Flexible and
Economical
Result-oriented cleaning does not work to a
rigid specification; instead of carrying out a
cleaning plan irrespective of the actual
situation, cleaning staff base their daily
activities on client wishes and the current
needs of the areas being cleaned. An office
that is not in use due to vacation does not
need cleaning, for example. The client
prescribes individually which areas require
cleaning. The effect is lower costs.
Implementation of result-orient cleaning
requires a great deal of individual initiative
from Dussmann cleaning staff. They must
develop a feeling for the situation and the
wishes of our clients. In a special training
program, staff are taught to use “trained
observation”. And it works – as the results of
regular checks, quality controls and almost
always satisfied clients prove.
RAL Seal: to Fulfill the Highest Demands
Dussmann Service Deutschland has been
certified by the German Institute of Quality
Assurance with the RAL seal since 2006. RAL
certification (RAL-GZ 902) confirms that
cleaning companies have been independently
audited and fulfill a catalog of demanding
criteria.
These criteria include operational organization
that conforms strictly to wage agreements,
health and safety requirements laid down by
the accident insurance, appropriate staff
training and fulfillment of specific ecological
Dussmann Service: audited cleaning quality with
RAL certification
44
Catering: Making
Responsibility Appetizing
The subject of nutrition is increasingly important for many people – whether in the context
of specific health issues such as allergies or
the conscious decision to eat healthily.
Comprehensive Dussmann Service diner
surveys in restaurants and online show that
guests are not only well-informed but that
they have high expectations.
As a catering provider for companies,
schools, child-care facilities, hospitals and
seniors’ facilities, Dussmann Service has a
special duty towards its guests and has
created a range of services for each target
group.
At Work: Healthy Eating
Triwell is a holistic nutritional concept that
offers delicious healthy food with a preventive
effect. In addition to improving mental and
physical fitness, it combats metabolic dysfunction and overweight.
These positive “side effects” are due to three
main components:
Balanced nutrition in staff restaurants includes a high
proportion of vegetables

Fat-reduced
and fat-controlled nutrition: by
labeling dishes with so-called fat points,
diners can monitor their consumption easily
and control how much fat is contained in
each meal.

Organically produced premium products:
selected, first-class, organically produced
ingredients not only ensure authentic,
natural taste but also minimize environmental impact.

Mediterranean
recipes: Dussmann Service
offers dishes with a Mediterranean background and uses exclusively olive and
rapeseed oil. The mono-unsaturated fatty
acids contained make a positive contribution to preventing metabolic dysfunction.
As part of the Triwell concept, regular nutritional advice events are organized when
questions concerning all aspects of healthy
eating are answered by experts.
People in Care: Proper Nutrition Contributes
to Health
According to recent studies, 83 percent of
residents in seniors’ facilities have nutritional
deficiencies. Causes range from chewing and
swallowing disorders and insufficient thirst,
smell and taste to depression, dementia and
acute illness. The consequence is increased
dependency on care due to physical weakness, atrophy of muscle tissue, decreasing
infection immunity and slow wound healing.
The demands on personnel and costs are
high. Many age-related illnesses can be
influenced positively by proper nutrition and
costs can be saved on nursing, care and
medicine.
The Dussmann Service nutritional concept,
Vitalance, is targeted at the individual needs
and problems of the elderly. Its objectives are
the promotion, maintenance and improvement of health and mobility to an advanced
age through enjoyable, appropriate nutrition
and measures to prevent deficiencies and
malnutrition with a high-quality, nutritionally
optimized diet.
The Dussmann Service nutritional concept,
Vitalance, is a useful building block in the
planning of nursing and care services. It
takes the special needs and preferences of
the elderly as well as the requirements for
nursing, kitchen and service staff into consideration.
45
Captain Cook and CoolCooking:
Energy for Learning
Every fifth child in Germany is overweight.
The cause is a poor diet and lack of physical
activity. In addition, eating habits are changing. Cooking and eating as a group takes
place less frequently.
The holistic catering concept, Captain Cook,
was developed with the needs of 2 to 6
year-olds in mind. Only first class ingredients
with a high nutrient density are used i.e. high
vitamin and mineral content in comparison to
energy content and low-fat methods of
preparation which maintain nutrient content
are deployed. This promotes mental and
physical fitness and prevents diet-related
disease.
CoolCooking is the Dussmann Service
catering concept for schools which focuses
on the needs of the students. CoolCooking is
based on current scientific knowledge of the
nutritional needs of children and young
adults. We include seasonal foods from the
local region and avoid convenience products
if possible.
More Sustainability in the Value Chain
Our Recipe: Locally Produced Seasonal
Organic Products
Dussmann Service answers the increasingly
popular demand for healthy foods with a
special organic range. This range is produced
using only products form organic agriculture,
a particularly natural and sustainable form of
farming. The core principle is to maintain as
far as possible a closed nutrient cycle.
Dussmann Service already has organic
certification in 15 catering operations, which
confirms that we not only have the necessary
skills and knowledge but also comply with
the legal requirements of the EU regulations
on organic production. These regulate the
purchasing of organic ingredients and the
separate storage of organic products from
regular ones as well as preparation of food.
Fairtrade Products Help Producers
The commitment of Dussmann Service to
sustainability goes beyond purchasing and
serving organic foods; clients can also
choose to integrate products with the
Fairtrade seal including coffee, tea and
chocolate bars. Labeling products with the
Fairtrade seal gives consumers the confidence that the conditions of work of the
farmers and workers producing the product
are improved through fair pricing and a
Fairtrade premium.
MSC Ecolabel Certifies Sustainable Fishing
The same applies to the use of fish from
sustainable fisheries. Through close cooperation with trade partners REWE and
Deutsche See the majority of fish products
used by Dussmann carry the MSC Ecolable.
MSC (Marine Stewardship Council) is an
independent organization with worldwide
operations which has set up a certification
program for sustainable fishing making a
significant contribution to the health of the
world’s oceans. The blue MSC Ecolabel
enjoys a global reputation and stands for
environmental awareness and sustainable
fishing methods.
Organic Agriculture

does
not use synthetic chemical plant
care products

does not use nitrogen fertilizer

does not use genetically engineered
products

deploys humane animal husbandry

helps to maintain biodiversity

promotes reduction of energy consumption and careful use of raw
materials

promotes transparency in the production and manufacture of foods

regulates through guidelines and
controls
In October 2011, Compassion in World Farming
awarded the animal protection prize “the golden
egg” for the fifth time.
Among the prize winners
was Dussmann Service
Deutschland GmbH.
The golden egg is awarded
to companies which use
exclusively battery-free
eggs and egg-products or
which commit themselves
to doing so by the end of
2012. At Dussmann
Service this refers to
approximately 140,000
liters of fluid egg, 1.8 million boiled eggs and 2.5
million raw eggs each year.
46
HACCP (Hazard Analysis
Critical Control Point) is an
operational internal control
system to guarantee food
and hygiene safety in production processes. The
objective is to avoid negative influences on food for
the end consumer. All of
the risks inherent in the
food production process
are identified (risk analysis). Critical control points
(CCP) where health risks
are highest are determined
and controls are introduced. System efficiency
is additionally monitored
through documentation
and HACCP audits.
Processing Food Waste to Produce Energy
Despite conscientious planning of food
preparation and product range, it is not
always possible to avoid food waste. In
cooperation with our partner, ReFood, waste
food and used oil are processed to produce
energy.
Unpacked and packed kitchen and restaurant
waste, bones, waste meat and production
leftovers are fermented in gas systems to
produce energy which can be converted to
electricity and heat. The residues are used by
agriculture as fertilizer. Used oil is processed
to produce organic diesel fuel.
Quality Assurance: Hygiene is Our First
Priority
In catering operations, uncompromising
quality is a decisive success factor. All
services are certified according to ISO 9001
and the Dussmann Service HACCP system
goes far beyond legal requirements. Our
subsidiaries in Bulgaria, Germany, Italy,
Lithuania, Poland, Romania, Czech Republic
and Hungary are already certified according
the norm ISO 22000 for food safety. Our
members receive training in the company’s
own training center, the Dussmann Campus.
The Dussmann training concept for food and
personal hygiene is based on DIN 10514.
Regular quality controls and quality assurance meetings ensure complete safety and
reliability. Using questionnaires to regularly
survey diners, we are able to take diners’
wishes into consideration.
Hygiene Guidelines According to DIN
10514
According to food hygiene regulations
(LMHV) some operations are obliged to
carry out quality assurance and must
regularly provide training on food
hygiene to all employees who work with
food. DIN 10514 regulates the content
of staff training. This includes:

Microbiology

Personal
hygiene
hygiene

Operational hygiene

Storage

Cleaning and disinfection

Production
47
Nursing and Care:
Transparency and Quality
at Kursana
We are committed to giving quality top
priority in nursing and care as a basis for
long-term business viability. When cost and
quality issues conflict, we always choose to
maintain high standards of nursing and care.
We have invested in 13 internal quality
managers who monitor the quality of nursing
and care and develop new concepts.
TÜV-Certified
We are happy to report Kursana’s success as
the largest private German provider of facilities for nursing and care of the elderly: all
facilities were certified in 2010 by TÜV
Rhineland. TÜV Rhineland repeats its audits
regularly and carries out inspections in at
least seven facilities each year. Inspections
support internal quality assurance programs
at Kursana. These measures ensure that the
high standard of processes in Kursana
facilities is assured on a longterm basis. Existing organizational processes are the basis of
good nursing and care.
The Average
MDK Rating at
Kursana Facilitiesn 8
The MDK awards marks for nursing and
medical care, treatment of residents with
dementia, social support and daily organization and finally, accommodation, catering
housekeeping and hygiene. Kursana publishes these results and the results of residents’ surveys.
MDK Awards High Rating
Since 2009, the medical service of the health
insurances (MDK) has been assessing the
status of in-house and out-house nursing
facilities in Germany and publishing the
results in the form of transparency reports.
The majority of Kursana facilities have already
been assessed and rated by the MDK. The
results confirm the high quality of our nursing
and care facilities and out-house nursing
services with average ratings of 1.2 at the
nearly 90 houses audited.
nursing and
medical care
MDK
rating
1.4
very good
treatment of
residents with
dementia
1.2
very good
social support
and daily
organization
1.1
very good
Kursana argues that the two competing
assessment bodies, Heimaufsicht and MDK
should be merged. A standard procedure
would combine the positive features of the
two assessments. This would make services
in nursing and care facilities even more
transparent and a lead to a general improvement in care of the elderly.
accommodation,
catering, housekeeping and
hygiene
1.1
very good
overall results
calculated
overall results
1.2
very good
Outstanding average ratings following MDK inspection of Kursana facilities (status: February 2012)
survey of
residents
1.1
very good
48
Important Survey Feedback from Relatives
Scientific Expertise Aids Quality Assurance
An important component of the quality
offensive is the surveys of relatives which are
carried out at Kursana on our own initiative.
Residents’ relatives play an important role;
they are frequent visitors and their opinion of
the Kursana facility and their suggestions are
essential. In addition, they have a great deal
of background knowledge about their relative
and can provide valuable information on their
biography and their preferences. This feedback helps us to optimize nursing, care and
therapy services for all residents.
A survey of relatives is carried out regularly,
every two years in all Kursana Domizil and
Residenz facilities. The questionnaire is
several pages long and covers topics associated with nursing and care, accommodation,
catering, laundry and cleaning, the range of
therapy and cultural events and personnel.
To improve the quality of the survey and to
ensure professional evaluation, this quality
control project is carried out in cooperation
with the department of nursing science at the
University of Osnabruck headed by Dr.
Hartmut Remmers. The consultants, Homburg & Partner also provide conceptual
support and comprehensive, professional
reporting. External implementation and
evaluation by an independent organization is
important to ensure that the highest standards of scientific quality are maintained.
Kursana is currently taking part in three
scientific studies including a prevalence study
by Dr. Theo Dassen of the institute of medicine/ nursing science at the Charité hospital
in Berlin and an international geronto-linguistic study at the Kansai Medical University in
Osaka/Japan. Operations at the nursing and
care facilities benefits from the results of the
studies and of the surveys.
Kursana Survey of Relatives
Nursing
Accommodation
Care
Catering
Survey Topics
Laundry
Personnel
Cleaning
Range of therapy and
cultural events
49
Security: Protecting our
Clients’ Assets
Alarm Receiving Center Complies with New
EU Norms
The norm regulates the connection of the
following security systems:
In March 2012, Dussmann Service started up
operations at the new Alarm Receiving Center
(ARC) in Gardelegen, Saxony-Anhalt. It
complies with the new EU norm DIN EN
50518 which came into force in September
2011 and reflects the most recent recognized
standards of technology for alarm coordination and connection of security systems to
alarm centers. Dussmann Service is one of
the first German service providers to operate
such an alarm receiving center.
The center is connected to security systems
at sites under contract. These are monitored
and when necessary, intervention is initiated.

emergency
call systems/elevator emergency intercoms

intrusion and robbery alarms

access control systems

video monitoring systems

audio and video communication systems

monitoring systems for personnel

telecommunications monitoring system
Dussmann Service also has clients in other
European Union countries and alarm receiving center personnel receive training in
English. The AES is manned by qualified and
specially trained staff 24 hours a day.
Our Clients Benefit from Maximum
Availability
Dussmann Service alarm receiving center: comprehensive
security monitoring at clients’ sites
When companies connect to the Dussmann
Service alarm receiving center which conforms to EU norms, they enjoy a number of
benefits. When security systems are connected to the ARC, liability for damages is
excluded as insurance experts and courts
always orient themselves to minimum standards of security. Clients benefit from the
97.94 percent availability prescribed by the
EU norm which is continuously measured,
documented and annually certified. An
independent emergency power supply
guarantees consistent operations.
50
Electronic Guard Tour Control Systems for
Complete Documentation
Dussmann Service deploys electronic guard
tour control systems which document monitoring and locking patrols. Contrary to
traditional devices, these modern systems
generate real time documentation of patrols
as well as reports, documentation and
evaluation of all irregularities and incidents.
They not only ensure complete, manipulationsafe documentation but also make a contribution to careful use of resources. The client
can be given access to the system and the
information it generates.
Traditional documentation procedures include
printout of data; today, data is made available
to the client in digital form. This substantially
reduces paper consumption and fuel is also
saved as data does not need to be transported to the sites. The result is a corresponding reduction in CO2 emissions produced by security services.
Digital Logbook Contributes to Resource
Savings
Dussmann has developed a digital logbook,
an internet application that allows personnel
to generate online reports and information
and to send it to predetermined recipients.
On request, our clients are given access to
the system.
Comprehensive Security by Dussmann Service
The digital logbook was created by
Dussmann Service, independent of software
developers. It is secured against manipulation and can be adjusted to the individual
needs of each contract. The digital logbook
makes a contribution to resource savings
through online processing of information and
reports and email correspondence which
save paper and printing ink.
51
Dussmann KulturKindergarten:
the Added Extra for Attractive
Employers
In 2011, the Dussmann Group extended its
scope of activities to child-care under the
brand name Dussmann KulturKindergarten
and now operates in-house corporate childcare facilities in Germany. There are currently
two facilities: at the accident hospital UKB in
Berlin and in Wetzlar, Hessen at the Lahn-Dill
clinics.
A Bi-Lingual Approach and Long
Opening Times
The bilingual approach is innovative and is
made possible by the high proportion of
educators who are native speakers of English.
Facilities also focus on art and culture, with
local cooperation partners such as music
schools, theaters, museums and libraries.
Children are accepted from the age of eight
weeks to six years and facilities are not only
open to the children of employees but also to
local residents. All parents pay for child-care
at the usual local rates according to the childcare voucher system.
The child-care facilities have exceptional
opening times – the longest in Germany. They
are open up to 24 hours a day, 365 days a
year based on the wishes of the parents who
mostly work shifts. They have the opportunity
of visiting their children during breaks and the
family’s daily planning benefits from the huge
flexibility that facilities make possible.
Opening Times:
Days a Year and Up To 24 Hours
are carried out. When the decision to establish child-care facilities has been made,
Dussmann takes care of all of the details:
from clarification of state requirements and
contact with the authorities to application for
subsidies, identification of suitable premises
and development of a tailor-made pedagogical concept to personnel recruitment and
application for the operating license.
Dussmann Takes Care of All Details
Dussmann places special emphasis on
detailed examination of the initial status and
on a close cooperation with its clients; a
number of needs analyses and staff surveys
“Dussmann KulturKindergarten facilities
are a contribution to equality. To
achieve equality, it is much more
important to find a balance between
work and family to than to impose a
quota for women.”
Opening of the first Dussmann KulturKindergarten at the
UKB hospital in Berlin
52
“Every market has different
technological challenges: we
work on keeping our services
a step ahead, in international
markets too.”
Benjamin Weßendorf,
Director Cleaning International
53
Environmental Protection – Lighthouse Projects and Norms
Environmental Protection –
Lighthouse Projects and Norms
We take on the responsibility of protecting the natural fundament of life.
The continuous improvement of our procedures and processes is therefore
one of the most important tasks at Dussmann.
ISO 14001:
Confirmation of a Functioning
Environmental Management
System
Certification according to ISO 14001, which
is valid for all of the larger Dussmann Group
subsidiaries provides a sound foundation for
the company’s comprehensive and effective
environmental management system.
Dussmann Service Germany – Environmental Targets by 2014
Companywide:

Reduction
Catering

30
Cleaning Services

30
Technical Services

Reduction
Security Services

Reduction
The definition of the company’s environmental
policy in respect of operational activities and
products by executive management is a
component of management norms. This
takes not only applicable environmental
legislation and regulations into consideration
but also ensures that services are continuously improved in terms of environmental
impact. Important features are comprehensive documentation of environmental targets
and the inclusion of all members of staff who
are involved.
Dussmann has appointed internal environmental officers who bear the responsibility for
implementation of targets and compliance
with requirements. They function as the
contact person for all environmental issues
and prepare a regular evaluation of environmental data.
Based on general corporate
environmental objectives, the
company regularly sets new
targets.
of fuel consumption by 10
percent through staff training and deployment of vehicles with alternative drive

10–15 new electrical vehicles in Germany
percent of total fish consumption from
MSC-certified sources

Consistent, universal processing of used
cooking oils and fats by contractors to
produce energy

20 percent increase in reuseable packaging

10 percent reduction of wet waste

Use of eggs and egg products exclusively from barn systems

Introduction of CO2 labeling on menus
(as an alternative to calories)
percent reduction of CO2 emissions
through introduction of one-step mopping at Kursana facilities

Reduction of electricity consumption by
20 percent through the deployment of
innovative cleaning machines
of energy consumption by 10
percent through training to raise the
awareness of security staff
of paper consumption through
the introduction of the digital logbook in
30 percent of security operations.

Reduction of environmental impact
through exclusive use of rechargeable
batteries in equipment
54
55
Lighthouse Environmental
Projects
Dussmann places importance on concepts
for careful use of resources at all of its
locations und emphasizes this with numerous
pilot and best practice projects across the
entire company:
Energy Savings at Dussmann das
KulturKaufhaus
Since the end of 2011, fresh fiber paper has
been replaced with 100 percent recycling
paper in offices. This reduces the amount of
water and energy in production by half and
CO2 by approximately 400 kilograms each
year.
Water and Energy Consumption Through
Utilization of Recycling Paper
As early as 2010, KulturKaufhaus introduced
carrier bags made of recycled PET bottles
which are intended for reuse – either for sale
or, from a specified sales price onwards,
without extra charge.
Carrier bag manufacture from recycled PET bottles
At the same time, our carbon footprint was
reduced from the life-cycle perspective by
replacing paper hand towels with hot-air
hand dryers in the customer toilets. In comparison to costs of 2,800 Euros per year for
paper hand towels, energy costs for the
operation of hot air hand dryers are only
92.40 Euros per year.
Long-life lighting is used which reduces
operational costs and increases environmental compatibility as less hazardous substances are involved. One important area of
deployment is the display windows where
long-life lighting which is highly florescent
and recyclable is now deployed.
56
Dussmann Service Italy:
Excellent Environmental and
Social Standards
“As one of the largest
service providers in Italy,
we are committed to taking on social responsibility.
This involves on the one
hand environmental protection through energy
savings and reduction of
emissions and on the
other the provision of the
best possible work conditions for our employees”
Pietro Auletta,
Managing Director
Dussmann Service Italy
Italy is one of the Dussmann Group’s largest
markets. We employ around 11,000 staff
there and are one of the largest service
providers to the public, business and industry
sectors. Taking on the responsibility that this
brings and in line with the purchasing requirements of our clients, Dussmann Italy promotes a continuous improvement process.
This limits environmental impact and ensures
compliance with optimum security and
quality standards. Certification according to
EN ISO 14001 in 2004 is confirmation that the
management system functions well in achieving environmental targets. Dussmann Italy
has committed itself to the following improvements:
of recycling materials
resource efficiency, especially with
respect to water and energy

Staff training in energy saving measures
and environmental awareness

Cleaning: the exclusive use of environmentally compatible, biodegradable products

Catering: efficient maintenance of nutrient
content and food quality from production to
service

Compliance with high environmental, safety
and quality standards by all suppliers
Günter Oberhauser,
Managing Director
Dussmann Service
Austria

exclusion
of child and force labor and of
discrimination

health and safety

freedom of association

compliance with legislation on working
times

fair wages

extension of standards to all business
partner

Use

Higher
Major Contract Trenitalia: Combined
Environmental Protection and Quality
EMAS certification is not
only a clear competitive
advantage for Dussmann
Service Austria in the tender process but is also
corroboration of our environmental commitment.
The investment in certification was certainly worthwhile and we will continue
down this path.”
Dussmann Italy has meanwhile expanded its
environmental activities: this is documented
by certification according to SA 8000 (Corporate Social Responsibility) which guarantees
that we maintain important social standards
for example
Dussmann Service has been a service
provider to the Italian state railway, Trenitalia
since 2009 and cleans 3,000 regional and
high-speed trains in the south of the country.
Professional services and excellent personnel
scheduling have improved quality, generated
positive feedback from the client and passengers and made a significant contribution to
success as have intensive investment in
cleaning technology, work clothing in strong
colors, electrical vehicles, environmentally
compatible cleaning products, mobile carriage washing systems for exteriors and
biodegradable graffiti remover. In passenger
surveys in Apulia, 85 percent of those polled
were satisfied with cleanliness in trains.
Dussmann Service Austria:
A Pioneer in Environmental
Protection
Dussmann Service Austria was the second
company in the sector to be awarded the
EMAS certificate. EMAS (eco management
and audit scheme) is a voluntary environmental management system within the European
Union which takes requirements far beyond
those of the environmental norm ISO 14001.
During the demanding certification process,
the company was required to disclose the
impact that its activities have on the environment, the measures introduced to protect the
environment and its environmental targets.
Dussmann Service expects EMAS certification to reduce consumption of
cleaning products even further, to
optimize internal processes and
ultimately, to give a competitive
edge in proposals to clients who
are environmentally aware.
Dussmann Service Austria has long been
committed to sustainable, environmentally
compatible operations. All of the company’s
services – cleaning, technical, security and
catering services –have been certified
according to the environmental management
system ISO 14001 since 2004.
57
Minimal Water Consumption With Modern
Scrubber-Dryers
Current lighthouse projects include the use of
innovative cleaning machines on selected
sites. Our Austrian subsidiary works with
scrubber dryers which use only a spoonful of
water per square meter. The detergent is
dosed by means of a foam block which
gradually dissolves during the cleaning
process – the method achieves substantial
savings in water and cleaning product. A
machine which is even more environmentally
friendly operates with no detergent at all, only
water. It can be used on all smooth floor
surfaces, even where strict hygienic
regulations apply such as in the hospital
Barmherzige Brüder in Graz.
New Laundry Saves Energy and Water
The second test of commitment to sustainability is made according to environmental
criteria. Dussmann Service Luxembourg has
invested in the construction of a modern
laundry where textiles from catering, nursing
and care facilities and hospitals are washed
– 20 tons each day. With the aid of modern
heating technology using natural gas, both
water and energy consumption has been
substantially reduced in comparison to the
previous system.
Dussmann Service
Luxembourg: Award of
Sustainability Label ESR
A further pioneer in sustainability is the
Dussmann Service subsidiary in Luxembourg.
With more than 2,800 employees, it is the
seventh largest employer in Luxembourg and
makes a significant contribution to the local
economy. The company’s dedication in
making sustainability a consistent principle in
all of its operations has attracted both public
interest and the recognition of the Luxembourg chamber of commerce, which awarded
Dussmann Service the ESR label (Entreprise
Socialement Responsible) - an award presented to businesses demonstrating exemplary commitment.
In comparison to previous drum machines, the present
laundry tunnel process uses 70 percent less water.
100 Percent Green Electricity
Dussmann Service Luxembourg emphasizes
its environmental commitment by using 100
percent green electricity at the company’s
own facilities. The production kitchen has a
partnership with disposal specialists who
process organic waste into pellets for energy
production..
Recognition of Personnel
Dussmann Service was the first service
provider to be awarded this certification in
2011. Operations are subject to examination
according to around 400 economic, environmental and social criteria. Responsibility for
personnel development takes special priority
and success is measured by personnel
turnover figures. Around ten percent is
prescribed in comparison to average turnover
in the service sector of almost 50 percent.
Environmentally friendly: Dussmann Service hybrid vehicle
in Luxembourg
Sustainability is a central
theme in all of our
operations. Protection of
the environment is just as
important to us as
knowing the value of our
personnel and we are
happy to receive recognition of this through the
award of the ESR label.
It’s an important signal for
our clientele.”
Jean Paul Neu and
Angelo Rossi,
Managing Directors,
Dussmann Service
Luxembourg
58
“I feel comfortable at
Dussmann because we are a
modern international company
with employees from 113
nations who work together in
an atmosphere of mutual
trust.”
Mai Dang-Goy,
Managing Director,
Dussmann Beteiligungs- und
Managementgesellschaft
59
Our Suppliers: Partners in Sustainability
Our Suppliers:
Partners in Sustainability
We seek cooperation with companies who share our values.
We share the commitment to consistent improvement.
A Management System
Which Defines Purchasing
Requirements
In order to achieve our sustainability targets
we need stable partnerships with suppliers
who are capable of development. We seek
companies who share our values, who are
committed to the improvement of their
economic, environmental and social records
and who can document this commitment
through certification and credible, meaningful
reporting.
It is particularly important to us to be able to
rely on local partners in each region, to
maintain close contact with clients and to
keep the number of resources associated
with long transport routes to a minimum. And
we go even further. With the help of local
audits by the individual Dussmann service
divisions we maintain an overview of our
partners’ compliance with our supplier
criteria.
Supplier selection is regulated by the procedural guidelines “environmentally compatible
purchasing” contained in the Dussmann
Group Integrated Management System. The
following principles apply to the purchase of
materials and consumables:

assessment
of products for environmental
compatibility and biodegradability

step-by-step replacement of environmentally hazardous substances with more
environmentally compatible products (for
example with a lower water hazard classification)

observance of packaging regulations
including reusability and recyclability of
packaging
Criteria for supplier selection include the
following:

environmentally
friendly production (foods
and non-foods)

short transport routes

selection procedure using a detailed
assessment questionnaire
60
Detailed Questionnaire for
Assessment of Suppliers
Close Partnerships for Even
More Client Orientation
The assessment questionnaire was extended
in 2011 to include all factors of sustainability
and was applied by the central purchasing
department in Germany to take stock of all
suppliers. It includes examination, for example, of whether a partner’s management
system is certified, maintenance of social
standards, use of environmentally friendly
raw materials and products which are labeled
as such and other measures to improve
carbon footprint.
On the basis of long-term relationships of
trust, many Dussmann suppliers are also
partners in development. Together, we create
innovative product ideas which not only meet
high standards but also answer the growing
expectations of our clients.
The results of the survey showed no significant deviation from requirements for any of
our suppliers which would have resulted in a
removal from the listing.
DR.SCHNELL
Cooperation with our supplier, DR.SCHNELL,
who is certified according to EMAS and
RAL-GZ for high-quality, professional cleaning products, is an excellent example of this
type of strategic approach. The partnership
with Dussmann Service Germany has
resulted in a number of successful projects:
Dishwashing Detergent: Simpler Transport
Reduces CO2 emissions
Compact DR.SCHNELL dishwashing detergents are concentrated products in powder
form which generate significantly lower
transport costs. The associated reduction in
CO2 emissions is around 46.4 percent. The
volume of waste is reduced by about 56.6
percent.
Dosage Technology Reduces Consumption
of Cleaning Products
Joint project: Dussmann cleaning products
developed by DR.SCHNELL
The deployment of dosage technology to
prevent overdosage is vital. Minimal consumption correlates with minimal environmental impact and this can be achieved
without comprising cleaning standards. A
total of 747 dosage devices have been
installed in Dussmann Service operations. On
the assumption that dosage technology
lowers overdosage by 20 percent, its deployment reduces the consumption of cleaning
products by 24,602 liters.
61
Training for 6,000 Dussmann Employees
In addition to the selection of the appropriate
cleaning product and dosage technology,
personnel know-how is an important factor in
cleaning operations. In 2011, over 6,000
employees took part in structured training
programs on procedures and associated
environmental aspects. Training reduces
material damage, excessive consumption
and accidents.
The company is outstanding for its social
commitment. Berendsen is a member of the
United Nations Global Compact and undertakes to comply with recognized principles of
human rights, working conditions, environmental protection and anti-corruption.
Increased focus on sustainability in operations, a Dussmann Service target, is also a
common target in the cooperation with DR.
SCHNELL in 2012:
Use of Products Which are Easy on the Skin
and the Respiratory Tract
In future, only products which are especially
kind to skin and do not cause respiratory
problems will be deployed at Kursana facilities. Dussmann Service uses the SENSITIVE
range from DR.SCHNELL. These products
have been tested by the Germany Allergy and
Asthma Association (DAAB) and are recommended for “sensitive” operations such as
nursing or child-care facilities.
Berendsen Group
The partnership with the Berendsen Group, a
leading producer of textiles and supplier of
work clothing to the Dussmann Service
security division, is an excellent example.
Work clothing must fulfill special standards as
it is worn by personnel for entire shifts both
indoors and outdoors.
The work clothing delivered by Berendsen is
made of a high-quality modern cotton-blend
fabric produced by a European brand manufacturer. Only fabric which complies with the
Oeko-Tex standard 100 is used. This certification ensures compliance with scientifically
determined limits on hazardous substances
and standards of ecological safety. Exhaustive quality testing for durability has also been
carried out.
Dussmann work clothing is subject to stringent standards
62
“At Dussmann we are happy to
take on responsibility for
people and for society. In all of
the countries where we have
activities.”
Olga Karimova
General Manager
Peter Dussmann Vostok
Novosibirsk, Russia
Manager of the Year 2011 in Residential
Facility Management
Social Commitment
63
Social
Commitment
The Dussmann Group recognizes its social responsibility
and supports a number of artistic, cultural, scientific and
educational projects.
Projects involve close cooperation with a
number of non-profit organizations. In 2011
we selected the following projects and
organizations for specific support.
Daniel Barenboim, State Opera Berlin
Promotion of Child Welfare: Innocence in
Danger
Innocence in Danger is a worldwide movement against sexual abuse of children,
particularly in the form of child pornography
in the new media.
In May 2011, Catherine von FürstenbergDussmann presented a donation to association president Stephanie zu Guttenberg. In
addition, Dussmann das KulturKaufhaus
provided the location for the launch of the
book “Im Netz”. The book by qualified
psychologist Julia von Weiler is a wake-up
call to parents and other caregivers and gives
practical advice on how to protect your
children.
State Opera Unter den Linden: A Topic Close
to Peter Dussmann’s Heart
The topic of the urgently needed refurbishment of the state opera building on Unter den
Linden has always been close to Peter
Dussmann’s heart. As a member of the
association Freunde und Förderer der Staatsoper he joined many other friends of the arts
in promoting this project. In 2004 he took on
chairmanship of the association but was
forced to give up the position due to ill health.
The Dussmann Group continues to be represented in the association’s board by Dr.
Meyer.
In 2011, support was given, not only in the
form of association membership but also
through payment of rent, office services and
mail costs. A donation of the sales generated
at Dussmann das KulturKaufhaus on a
Sunday open for trading was also made.
German-American Friendship
The association, Atlantik-Brücke e. V.,
founded after the Second World War, continues to promote good transatlantic relationships. The association comprises of around
500 invited members from business, politics,
science and the media. As a member,
Dussmann promotes conferences, study
groups and lectures. The Dussmann Group
also supports the American Academy in
Berlin.
“I hope to see a commitment in the capital of
Berlin which has its roots
in pride for the city’s
cultural heritage. Every
Euro that goes toward
returning the Linden
opera to its former glory
counts. Our principle is
not simply to consume
state-subsidized culture
but to make a contribution to maintaining it.”
Peter Dussmann on the
State Opera Unter den
Linden in Berlin
64
Social Commitment
The Future of the Capital City
Dussmann is a member of the foundation
Stiftung Zukunft Berlin which brings together
personalities from the worlds of business,
culture, science and politics to discuss future
issues affecting the capital city of the federal
republic of Germany. The foundation initiates
projects, coordinates a number of private
initiatives and provides them with a public
platform. The objective is to ensure that
public issues are not determined by politics
alone and to strategically improve the quality
of decisions which affect the city.
Sponsoring of Young Euro Classic
Young professionals from all over the world
perform at the festival in the Konzerthaus in
Berlin. Not infrequently, one of these youth
orchestras is where their careers take off.
Under the leadership of world-class conductors and working together with famous
soloists, they gather international stage
experience. In 2011, a total of 1,400 musicians aged between 13 and 28 years gathered from all over the world. Following 2010,
this was the second time that Dussmann
sponsored the event.
Libraries for Child-Care Facilities
In 2011, the Dussmann Stiftung sponsored
libraries for children for the second time. 46
libraries were delivered to child-care facilities
all over Germany and in other German-speaking countries. The libraries-on-wheels are
packed full with around 100 story, reference
and drawing books for children of different
ages.
initiated the project: “Children and their
cultural education are important to me and to
the Dussmann Stiftung. Children gain cultural
insights though reading and it inspires the
imagination. At Christmas too, books are
always welcome”.
A Main Attraction: the Egyptian Museum
in Berlin
Dussmann sponsors the Egyptian Museum in
Berlin. The impressive collection includes
masterpieces from many different epochs of
Dussmann is involved in the preservation of valuable
cultural objects e.g. at the Egyptian Museum in Berlin
ancient Egypt: statues, reliefs, small artworks
and monumental Egyptian architecture
document the period from 3000 B.C. to the
times of the Romans.
“The Egyptian museum and the papyrus
collection of the state museums of
Berlin are supported by the Dussmann
Group in their objective of restoring
endangered artworks for display in the
Neues Museum using appropriate
display technology. For example, two
significant ancient Egyptian wall paintings which had been missing for some
time were returned for permanent
display during the Lepsius exhibition in
2011. The painstaking restoration
currently being carried out on architectural fragments for the coming Nofretete
100th jubilee exhibition is possible only
due to the sponsorship of the
Dussmann Group. Not only are the
personnel of the Egyptian museum but
also the visitors to the Neues Museum
grateful for this generous support”.
Prof. Dr. Friederike Seyfried,
Director, Egyptian Museum Berlin
65
Social Commitment
Exhibition in Charlottenburg Palace
Support for the Bach Archive in Leipzig
Dussmann is one of the sponsors of the
permanent exhibition displaying Prussian
crown insignia and the treasures of the
Hohenzollern silver chambers. The foundation of Prussian Palaces and Gardens opened
the collection to the public in 2010. It consists of over 600 exhibits spread across 300
square meters in Charlottenburg palace.
The Bach archive in Leipzig is a musical
competence center at the place where
Johann Sebastian Bach spent most of his
career. Its purpose is to research the life,
work and history of the extensive musical
Bach family and to maintain and communicate its heritage. According to the Federal
Government’s representative on culture and
media, it is one of the “most important state
cultural institutions” in the new federal states.
The donation by Dussmann was used to
purchase a work by Bach copied by one of
the master’s students.
Fairy Tales for Old and Young
The association Märchenland e. V. promotes
the tradition and literary genre of fairy tales,
legends and story-telling and organizes 1,500
events across Europe for children and adults
each year. Their objective is to perpetuate
fairy tales as a part of global cultural heritage
and celebrities from the worlds of politics,
business and the media are encouraged to
get involved in cultural projects for children
and young adults throughout Germany. The
prize “The Golden Pea” honors those who,
like the heroes of fairy tales, promote the
common good. Dussmann sponsored the
prize award event and Catherine von Fürstenberg-Dussmann presented the award to Gail
Halvorsen, an American military pilot who
flew in the Berlin airlift during 1948/49.
Musical Competition at Carl Philipp Emanuel
Bach Music High School in Berlin
A prominent jury presided over a competition
involving 24 students aged 11 to 18. The
eight winners received the opportunity of
recording a CD in a recording studio, now
available in the classic department of the
KulturKaufhaus. Dussmann also organized a
prize-winner concert when each presented
their award-winning performance on
the KulturBühne stage at Dussmann das
KulturKaufhaus.
Bach Archive Leipzig ©Jens Volz
We are happy to hear about new projects. Please direct your request to the department
responsible at [email protected]
66
Appendix
Editorial Information
The information in this report has been
gathered with utmost care from a number of
sources. To the best of our knowledge, all
information, figures and dates contained in
this report correspond fully with the truth.
However, no liability is accepted for errors
and omissions.
Abbreviations
References
A.I.S.E.
Association Internationale de
la Savonnerie, de la Détergence et des
Produits d’Entretien
ARC Alarm Receiving Center
AGAktiengesellschaft
BDWS
Bundesverband Deutscher Wach- und
Sicherheitsunternehmen
ca.circa
CO carbon dioxide
2
DEHOGA Deutscher Hotel- und Gaststättenverband
DIN EN
German Norm Institute/ European norm
DSD
Dussmann Service Deutschland
e. V.
eingetragener Verein / registered association
EMAS
Eco-Management and Audit Scheme
ESR
Entreprise Socialement Responsable
FSC
Forest Stewardship Council
GEFMA German Facility Management Association
HACCP Hazard Analysis and Critical Control Points
ISO
International Organization for Standardization
kcal.Kilokalorien
KGaA
Kommanditgesellschaft auf Aktien
MDK
Medizinischer Dienst der Krankenversicherung /medical service of the health insurances
MSC
Marine Stewardship Council
OHSAS Occupational Health and Safety Assessment
Series
PVC
Polyvinyl Chloride
RAL-GZ Confirmation of excellence by the insitute Deutscher Institut für Gütesicherung und
Kennzeichnung
TÜV
Technischer Überwachungs-Verein
VDI
Verein Deutscher Ingenieure
1 Source: Die Familienunternehmer – ASU e.V.
2 Source Döblin study 2010
3 Federal Ministry of Environment, Conservation and
Reactor Safety
4 Source: Statistisches Bundesamt/Bundesinstitut
für Berufsbildung (2010)
5 Federal Ministry of Labor and Social Security(2011)
6 In security services operations, regional, state-specific
minimum wage agreements apply (status 2012):
Federal State
Euro
Baden-Württemberg
8.75
Bayern
8.28
Bremen
7.33
Hamburg
7.31
Niedersachsen
7.38
Nordrhein-Westfalen
8.09
Hessen
7.63
Rhineleand-Pfalz, Saarland,
Schleswig-Holstein7.00
Berlin
7.00
Brandenburg
7.00
Mecklenburg-Vorpommern 7.00
Sachsen
7.00
Sachsen-Anhalt
7.00
Thüringen
7.00
7
8
status 2011
status 2012
Contact for further information
on sustainability:
Jan Flaskamp
Head of Communications
Dussmann Stiftung & Co. KGaA
Friedrichstraße 90
10117 Berlin
Fon +49 (0) 30 / 20 25 25 26
Fax +49 (0) 30 / 20 25 25 40
Email: [email protected]
67
Appendix
Certification of Dussmann International Subsidiaries
Country
ISO 9001
Quality
Management
ISO 14001
Environmental
Management
OHSAS 18001
Health & Safety
Management
ISO 22000
Food Safety
Management
Austria
X
X
X
Bulgaria
X
X
X
X
China
X
Czech Republic
X
X
X
X
Estonia (Kursana)
X
Germany
X
X
X
Hong Kong
X
X
X
Hungary
X
X
X
X
ISO/IEC 27001
(Information security
management)
Italy
X
X
X
X
+ ISO 22005
retraceability
SA 8000
social
responsibility
Latvia
X
Lithuania
X
X
X
X
Luxembourg
X
X
X
Poland
X
X
(autumn 2012)
X
(autumn 2012)
X
Romania
X
X
X
X
Slovakia
X
X
X
Switzerland
X
UAE
X
X
X
UK
X
Vietnam
X
Other
SCC**, EMAS
Russia
Group Certification
Safe Contractor,
Contractors
Health & Safety
Scheme (CHAS)
Publisher’s Details
Future in Our Hands –
The Dussmann Group Corporate
Responsibility Report 2011/2012
Publisher
The Dussmann Group
Friedrichstraße 90
10117 Berlin
Fon + 49 (0) 30 / 20 25 - 0
E-Mail: [email protected]
Responsible according to German media legislation
Jan Flaskamp
Editorial Responsibility
Dussmann Group
Editorial Deadline: 27.4.2012
Design and Consulting
Nur Baute GmbH Berlin
Photographs
Peter Eichler, Leipzig
Printing
Print Produktion Laube GmbH Berlin