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3. Our Organisation

Our interested parties

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We are people

At Eroski, people are an end, not a means. We form the base that withstands the organisation, as owners and key figures. Our degree of participation, the result of our commitment and our two-way internal communication all form part of:

· Our management and objectives.

· Our company capital and our profits.

· Our prominence in the company and business life, via the company authorities.

Day by day, Eroski's aim is to increase the participation and involvement of the owner members, and to increase our commitment through systems of evaluation, communication and empowerment geared towards encouraging management collaboration.

The owner worker growth tendency is counteracted in relative terms by the absolute reduction occurring in 2003 after Consum S.Coop. left the sphere of the Eroski Group.

 

Evolution of owner workers 2000 - 2004

Evolution of owner workers 2000 - 2004

 

The consumers

We are the result of nine consumer cooperatives having joined together, and we have maintained this close relationship with the consumers, earmarking 10% of our annual profit to our commitment to them and to our surrounding environment.

The consumers are key figures: they take part in the decision-making process within the Governing Council, and they are informed of the results of the measures taken. We study how we can satisfy their needs and expectations through efficient personalised attention, establishing various channels of communication.

Our commitment is in the provision of guaranteed healthy consumer articles at competitive prices and in an education and information programme to help them develop healthy, environmentally friendly, solidarity-minded habits. We share these interests with the Eroski Foundation Member/Friend, a figure who represents the cooperative's consumer members, those who participate in the business management and decision-making processes, and with the friends of the Foundation who are interested in collaborating with Eroski's educational and solidarity-orientated initiatives.

The Member Friends are key figures in the Idea Sana EROSKI programme, and they are regularly sent information on the Eroski Foundation's activities and programmes for environmental and solidarity awareness-raising.

The Eroski Foundation

This is a participative, constantly evolving organisation which furthers the development of Eroski´s values in the community. It is particularly committed to guaranteeing the ethics and transparency of all matters affecting the consumers. There are three main parts to its mission: informing consumers, promoting sustainable development, and solidarity actions.

Financial contributions to the Foundation enable us to carry out consumer-orientated action, conduct information campaigns, publish magazines and guides, provide grants and subsidies, collaborate with Third World aid organisations and stage solidarity campaigns for the donation of food, toys, school books, etc. The people mainly involved in this action are the consumers, and the aim is to provide a better quality of life for everyone.

The Foundation is run by a Board of Trustees with representatives from the companies making up the Eroski Group, the consumers, and a group of experts who provide knowledge on matters such as health, the environment, solidarity and new technologies. It also has a large cross-disciplinary technical team who remain close to the consumers, developing a social and human project always mindful of their needs.

This project consists of designing and drawing up an annual Management Plan with proposals for the members and friends, Consumer Information campaigns, informative products, solidarity, international cooperation and sustainability initiatives, Research Grants and Subsidies, an annual call for backing involvement in International Cooperation, Sponsorships and the Product Donation Programme.

Our Suppliers

Our suppliers are directly involved in the value chain, making our joint action programmes an essential tool for cooperation. Eroski particularly favours trade of fresh produce, entering into agreements with local manufacturers and trade unions who guarantee the sufficient financial stability to maximise the quality of their products.

Our collaboration affects the design and setting of product standards, subsequently controlled by the laboratory and the Quality System department, and internal management policies geared towards achieving social responsibility, with the crossintegration of all our Social Responsibility policies. This aspect is of particular importance since we obtained the SA 8000:2001 Standard.

We work together and also form a business relationship for defending workers' rights and practicing solidarity and protection of the Environment. In the same line, in 1999 we initiated a project for the diagnosis and gradual implementation of environmental management systems with the aid of the e+5 Programme, organised by Fundación Entorno in collaboration with the Ministry of Science and Technology, with the participation of over a hundred of our own brand suppliers.

Strategic alliances

Aware of the needs and expectations of our consumers, we form alliances with experts in the design and creation of products and services, and this is fundamental for innovation and continuous improvement of an offering which will provide maximum satisfaction for all our customers.

This collaboration must tend towards extending our corporate principles and values, in addition to the main models, management processes and best practices. The organisation's Management Forum and Functional Committees play an essential role here in the diffusion of our philosophy and our allies' participation in its practical development.

Our society

Our influence on society goes beyond people's contribution as a vehicle for ethics. With 10% of our annual profits set aside for societyal concerns, we contribute to the sustainable development and welfare of our environment.

Within this endeavour, the Eroski Foundation is a point of encounter for citizens aware of consumer rights, the protection of the environment and the nurturing of solidarity. It is an organisation that assumes society's objectives as its own and works to see them fulfilled, establishing channels for communication and dialogue with the various interested parties.

Eroski is a strategic ally of certain nongovernmental organisations, collaborating with human and financial resources and as a communication channel by means of social and environmental awareness campaigns, designing and defining solidarity-minded codes of conduct.

Our customers

For Eroski, concern for our customers goes above and beyond the purchasing process whereby we offer them products and services of guaranteed quality. We also offer them the all-round Idea Sana EROSKI ("EROSKI Healthy Idea") education and information programme to enable them to practice responsible consumption and develop healthy, environment-friendly and solidarity-minded habits.

For those who wish to further their relationship with Eroski, we offer the possibility of contributing to our endeavour as Member Friends of the Eroski Foundation. We send them the latest information on our activities and encourage them to take part in the various environmental awareness and solidarity programmes.

Institutions and Public Administration

Compliance with legislation and our commitment to human rights and safeguarding the environment brings us closer to the business fabric and public administrations, as we are working with a common goal.

We work on a permanent basis with the various administrations, local, regional and national, providing solutions, collaborating on the creation of laws and actively participating in improving the work standards of companies in different areas. This involves taking part in debate and opinion forums for awareness raising and nurturing of Social Responsibility policies geared towards welfare and sustainable development, as is described below in the section on our external commitments.

Opinion leaders

Our endeavour to satisfy society's needs and the integration of this within our objectives, which we achieve by listening open-mindedly to all the interested parties, enables us to take our place alongside opinion leaders on an international level.

Our participation in business, sector, consumer, social and Social Responsibility forums enriches our culture while enabling us to exchange knowhow and experience.

Future generations

Our human rights defence policies, protection of the environment and solidarity with the community all testify to our concern for meeting the basic needs of future generations.

We are developing innovating policies with the aim of going beyond legal requirements and benefiting and safeguarding the present and future community.

In this way we are integrating the concept of sustainable development described in the United Nations Bruntland Report.

Family

We commit ourselves to Eroski as people, with a view to becoming key figures and coparticipants, as the integration of our own personal objectives is also one of the organisation's concerns. Policies for conciliating work and personal life (flexi-time, voluntary leave, etc.), equality of rights of common-law and marital unions, sex equality, and our participation in the decision-making process is the guarantee of our welfare, as defined by the World Health Organisation.


Eroski's rapport with its interested parties, groups with whom it maintains channels of communication, has varied to adapt to the evolution of the organisations themselves and of the environment in which they work. The high degree of commitment we have attained over the years has been maintained over time as a result of our excellent rapport and close communication and collaboration. Consumers and people are the first agents to whom we gear our search for solutions.

This change in our rapport concerns the expectations placed in us by society, the local community, our suppliers, our team of professionals, investors, governments and society in general, and it is therefore of great importance to establish two-way channels of communication that will guarantee a sincere and enriching dialogue with each of the parties involved.

MEANS What are our aims? Frequency For
NEXO magazine An in-company magazine covering all areas of the company, with particular attention goals, projects, acknowledgements and occupational safety. Twice-monthly Prominent members
ADUNA magazine An in-company magazine with information on the cooperative, start-ups, profits, goals, projects, acknowledgements and occupational safety.. Twice-monthly Eroski S.Coop. members
SEDE magazine Information on projects, good practices, interviews and news from the Eroski Group's central offices. Twice-monthly Central office workers
INTERLOG Magazine with news exclusively affecting the platforms. Quarterly Platform workers
MEJORANDO Publication geared towards hypermarket managers giving information on good practices and interesting business improvement initiatives. Twice-monthly Hypermarket managers.
Idea Sana EROSKI magazine Consumer information magazine that aims to make people's lives easier, with suggestions, advice, ideas and information on food and nutrition, sport and health,the environment and solidarity, with the aim of promoting a healthy, environmentfriendly lifestyle. Twice-monthly Customers Society Consumers Opinion Leaders
Idea Sana EROSKI schools Meetings held at EROSKI establishments where information is provided on food and nutrition, food handling, leisure and free time, sport and health, the environment, Society domestic matters, etc. Weekly Customers Society Consumers Opinion Leaders
Idea Sana EROSKI forums Conferences given by specialist consumer motivators who inform the consumers on issues of interest such as "Television and well-being", "New technologies in the home", "The importance of music", "Lifestyle and happiness", etc. Monthly Customers Society Consumers Opinion Leaders
Idea Sana EROSKI Stands A point of encounter in our commercial network for supporting environmental and social awareness-raising campaigns and personally communicating our initiatives. Permanent. Permanent Clientes Sociedad Consumidores Líderes de opinión
Idea Sana EROSKI collectables Comprehensive leaflets which customers and consumers can take away with them, containing the information provided in our campaigns and with a summary of the content of all the information activities. Quarterly Customers Society Consumers Opinion Leaders
Idea Sana EROSKI campaigns Information and awareness-raising activities at our points of sale regarding environmental and solidarity issues encouraging consumers to adopt lifestyles that are beneficial to society and their environment. Permanent Customers Society Consumers Opinion Leaders
MEANS What are our aims? Frequency For
Consumer EROSKI magazine Leading publication with rigorous and very useful information on our daily lives, dealing with important issues such as health, well-being, food, home economics, the environment, new technologies, leisure, culture, etc. It includes comparative analyses of both food and non-food products. 11 issues per year Consumers
Consumer EROSKI practical guides Special issues on well-being, food, sport, education and health, amongst many other subjects. (Past issues: Fruit, All about Baby, Vegetables, the Route of Santiago de Compostela and Taking better Care of Older People.) 2 per year Consumers
www.consumer.es EROSKI Internet newssheet, updated daily, with items of day-to-day interest and three channels on "Home Economics", .Nutrition. and .D.I.Y... 20 news items daily Consumers Society Opinion Leaders
  Information channels on Food, Property, Your Rights, Travel, Technology, Economy, D.I.Y., Motoring, Education, Science, the Environment, Health, Solidarity and Food Safety. Daily Consumers Society Opinion Leaders
  Special features on Food, Property, Your Rights, Travel, Technology, Economy, D.I.Y., Motoring, Education, Science, the Environment, Health, Solidarity and Food Safety. Daily Consumers Society Opinion Leaders
  The digital Consumer EROSKI magazine is an electronic version of the printed magazine, supplemented with extended data and information and updated daily. 11 issues per year Consumers Society Opinion Leaders
  Practical Guides in digital version to correspond to those published in printed format. 2 per year Consumers Society Opinion Leaders
  On-line courses developing themes of general interest for consumers (Past issues: "Stopping smoking", "Buying a home" and "Learning to learn?") 1 or 2 per year Consumidores Sociedad Líderes de opinión
  The web platform www.consumaseguridad.com deals with food safety from a rigorous and informative scientific and technical perspective. Permanent Consumers Society Opinion Leaders
Welcome manual A guide for new members, detailing our organisation's values, mission statement and basis for management. Each recruitment Team of people
Waste collection centres For reinforcing environmental awareness and encouraging environmentally friendly consumption and waste disposal. Occasional Consumers
MEANS What are our aims? Frequency For
Noticeboards A space where information of interest to the people of our organisation is posted. Constantly used Team of people
Assessment interviews System for assessing work through a personal interview enabling us to evaluate people's personal and professional achievements, to establish and agree on work areas and objectives and to gather contributions from the person assessed. It is a quantitative and qualitative measurement for a better evaluation of work. Yearly Team of people
Suggestion box Permanent channel for gathering a variety of information and requests from both workers and customers, enabling us to detect opportunities and threats and work towards continuous improvement. Permanent Team of people Customers
Local committees Monthly meetings at which consumers assigned to the different shops carry out monitoring and control of how the Education and Promotion Fund (EPF) is being managed as part of the 10% of our profit earmarked for society. Monthly Prominent members
Executive committees Company body in which all the cooperative's workers are represented through a delegate elected from the members of each work area, shop or business. These are bottom-up and top-down communication channels. Monthly Prominent members
Satisfaction survey Main mechanism for measuring the company atmosphere of the Group. Twice-yearly Team of people
"Freshometer" Measurement of customer satisfaction with the fresh products on offer at the hypermarkets. Yearly Consumers
Consumers barometer This is an Eroski Foundation initiative consisting of a macro opinion poll for measuring consumer attitudes and perceptions regarding issues of consumption, confidence in foods, prices, etc. Yearly Consumidores
Consumer value survey A study whose first results were obtained in 2003 and which aims to measure customers' perception and confidence with regard to our guarantee commitment and inform of product health and safety and personal attention. The survey is made by ensigns, evaluating aspects such as price, range, services, fresh produce (variety and quality), commitment to the environment and overall evaluation of our own brands. Yearly Consumers
Preparatory meetings before General Meeting* Preparatory Meetings are held once a year to attend to and comply with the worker members' and consumer members' right to information. The General Management inform of the profits, data, initiatives and rulings for each financial year, thus providing the members with direct, clear, dynamic information and enabling them to participate. Yearly Consumer Members Prominent Members
Eroski Foundation Member Friend Meetings Point of encounter with the participants on the education and information programme Idea Sana EROSKI. They are organised with a view to our customers being able to actively Prominent Members participate in our organisation. Yearly Consumer Members
MEANS What are our aims? Frequency For
Cooperative activity Approaching and getting to know the consumers in order to protect their rights. We are attached to the Consumer Arbitration Boards of the Community of Madrid, the Regional Community of Navarre (as a distribution company and consumer association), the Valencian Community, the Region of Murcia and the Basque Country. We also contribute to defining and executing the management plans of the Senior Council of Cooperatives of the Basque Country, the Consumer Consultative Commission of the Basque Country, the Board of Consumers of Madrid and the Confederation of Cooperatives of the Valencian Community. Periodically, depending on the Arbitration Board Opinion creators Consumers
Customer service line An information service and channel of communication with consumers, through which Eroski receives concerns, complaints and suggestions. Permanent Consumers
PRISIO Eroski's institutional rapport plan for optimising negotiation with institutional leaders with a strategic decision-making capacity, in order to strengthen the Group's corporate image and its contribution to socio-economic development, so that decisions made by institutions which could affect the Group are known about in advance, and to transmit the values and virtues of our company model. Permanent Opinion creators Public Admin., Allied investors and
Minutes of the meetings Report drawn up after a meeting, to include the agreements concluded in the meeting, the names of the participants and the date and place it was held. Each meeting Team of people
Social and Labour Report Report analysing the major aspects and variables relating to the people in the company. Yearly Team of people
Statistical staff report Report analysing people-related aspects and variables through the use of indicators and significant data, report periodically processed and evaluated. Yearly Team of people
Company Council Report Periodical report published by the ultimate representative body of the worker members of the Eroski Cooperative Society, and describing its work throughout the year. Yearly Team of people
Environmental report Contains the Eroski Group's environmental action principles, and the results implemented with their different scopes and management systems. Yearly Team of people
Eroski Foundation report Annual report summarising developments in the Eroski Group Foundation's three areas of action: protection and defence of consumer rights, defence of sustainable development and solidarity commitment. Yearly Prominent members Consumer members
Information bulletins Information of general interest made available to the members of the organisation through the channels bulletins established to this effect (e-mail, notice boards, Intranet, etc.), as frequently as required. Permanent Team of people
PRISMA (Intranet) Internal information channel providing the workers with access to a large amount of information and utilities via the private network, with a simple, dynamic and attractive layout. Permanent Team of people
www.fundacioneroski.es Web Platform where the activities of the Eroski Foundation are described and the Friends of the Foundation can access specially reserved information. This is information of general interest regarding health, safety, solidarity and the environment, as well as exclusive services regarding education, forums and consultations. Permanent Team of people
www.eroski.es Website for notifying of the organisation's activities as a distribution group and informing of specific business actions geared towards satisfying consumer needs, offering products and services which assure healthy, guaranteed consumption. Permanent Team of people Consumers Society Opinion leaders

3.1. Una organización de todos y para todos Página 3 de 5 3.3 Estructura societaria

 
   
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