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CSR REPORT 2015
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BRIEF PRESENTATION OF EGA MASTER
EGA Master S.A. is a manufacturer of High Quality Tools for Professional and Industrial use located in the industrial heartland of Spain. The EGA Master brand is one of the 100 most remarkable Spanish and international brands and a member of the prestigious Leading Brands of Spain Foundation, together with known leaders such as Zara, FC Barcelona, Banco Santander, Real Madrid CF, Repsol or Telefónica. EGA Master became the first tool company to achieve this landmark position. The project of EGA Master is based in 4 pillars: the Human Team, young, creative, well-trained, interested in the project and committed to the values of the organisation; the Internationalisation, as a key source of diversification, learning and continuous improvement; the Innovation from the knowledge that the present, even if it is splendid, has an expiration date and the Horizontal Integration as the model for production. 4 pillars aimed towards a bright goal: the Entire Orientation for the Client in order to add value to their business, rapidly satisfy their needs and even their expectations and in this way achieve their complete satisfaction.
Born as a specialist in tools for tubes, EGA Master has been successfully running a process of product diversification and has now reached 21000 articles, with which it offers its services to the most demanding industries, such as automotive, aerospace, marine, oil and mining industries, among others; becoming the only worldwide tool manufacturer which offers a comprehensive solution with ten high-innovation ranges: pipe tools, mechanics tools, pneumatic and hydraulic tools for underwater use, non-spark tools, titanium antimagnetic tools, ESD electrostatic discharge tools, 1000volt insulated tools, anti-drop tools, tool-control systems and intrinsically safe devices and equipment with ATEX / IECEX certification.
EGA Master manufactures as much for their industrial distribution channel as it does for many other tool-manufacturing customers for whom EGA Master helps to complete their product ranges. As well as their own brands, EGA Master also manufactures in OEM (with the customers brand) for over a hundred competitor manufacturers and/or high-standing distributors from five continents, offering them a fully customised product. In this way, EGA Master has become the only manufacturer in the sector with the capacity to supply any product from its catalogue under their client’s brand, without minimum quantity or additional costs and within normal delivery terms. Furthermore, every tool made by EGA Master carries an unlimited lifetime guarantee against manufacturing defects.
EGA Master is also a leader in export. With subsidiaries in Australia, Italy, France, Belgium, Brazil, Mexico, Argentina, Singapore and Egypt and its distributors in five continents, EGA Master exports more than the 80% of its production to over 150 countries worldwide. In this way, EGA Master is the company which moves the highest level of technology and innovation to the largest number of countries in its sector.
Its continued focus on innovation has enabled it to develop nearly 200 patents, including several which are worldwide, and this is the consequence of a 7% investment in R&D (five times higher than the rest of the sector). A product which has come as a direct result of this activity, among several other innovations, is the Basque Wrench which is worldwide patented and the most awarded tool in history.
This project is possible thanks to our Team which comprises of more than a hundred people; a young (the average age is around 33), mixed (60% of them are women), multicultural (one in five people are from abroad), multilingual (around 20 languages are spoken), well-trained Team, with the capacity and the desire to learn and which inspirationally shares the Values of the organisation. Its training, direction, motivations and commitment have made it possible to place EGA Master as a leading company in internationalisation and innovation.
Since the adoption of the European Quality Model EFQM, EGA Master has developed a horizontal paperwork system with the construction of shared projects based on people. This has resulted in the award of the European Golden Q recognition from EFQM, the European Award for the Best Practice in Innovation, the Golden Ibero-American Award to Quality, the Prince Felipe Awards for Competitiveness and Internationalisation, the European Ruban D'Honneur Award in the European Business Awards 2012/2013 as one of the 100 most remarkable companies for their ethical performance, innovation and business success; among several other awards mentioned later. All of these highly valued awards help make EGA Master one of the most awarded companies in the sector for its Procedures, Innovation, Quality and Corporate Social Responsibility.
EGA Master is a company with a solid innovator spirit, enthusiastically working with clients to deliver complete satisfaction through an integrated offer of products, customised solutions, attention and avant-garde services.
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EVOLUTION OF CSR IN EGA MASTER STARTING POINT Since 2002, the Management of EGA Master decided to adopt the EFQM Model as a reference model for procedures, and systematic meetings called for the application of the principles of Excellence, among which included the Company Social Responsibility. The starting point, if not so defined, was the usual for a sector like ours. That is, limited experience of Social Responsibility: no equality among male and female members, scarce commitment to workforce integration for sensitive and disadvantaged groups like young people and immigrants, lacking commitment to the environment and activities of social interest, only seeking the highest profit, etc. FIRST STEPS AND MATERIALIZATION OF THE PROYECT Our firm commitment with Total Quality achieved in 2002 was the principal incentive, which lead us to put into practice an Organisation Model for Social Responsibility. In order to deliver this important project, the contribution from the Management Committee was total; this committee is composed of every leader of the organisation, who determined the material, human and economic means to introduce it. Additionally, benchmarking was carried out with several associations, with the result that the following model was chosen its development and introduction.
For this, an analysis of the whole organisation and its cultural environment was commenced as the first stage, mainly focused in the organisation of Interest Groups to the association and communication methods. A model for actuation is configured in such a way that it responds to all interest of the Interest Groups, and not only to those who cooperate for economic benefits. That is, a multiple business model which positively answers the interests of its Stakeholders: Business, Suppliers, Clients, People and Society. In this sense, we come to define the notion of Corporate Social Responsibility for EGA Master: “Guarantee the success of the organisation by integrating social and environmental considerations in every action as well as in every expectation of its Interest Groups requirements.
Reflect on the importance and impact of the CSR in the company
Elaborate a comprehensive CSR strategy integrated in th global strategy of the company
Develop programmes and their actions. Measure
Comunicate results, progress, achievements. Optimize focusings
Based on: + latent idea of contribution to solve difficulties that worry society. + Excellence Model in business management for the future. + Evaluation that mobilise towards CSR
Based on: + Existing practices inventory. + Identify Groups of Interest. + Identify and prioritize according to impacts in the value chain. + Converse with them and analyse the information about expectations. + Explicit formulation of CSR strategy as global strategy.
Display strategic objectives based on: + Programmes + Annual operatives. + Indicators. + Monitoring.
Based on: + Channel identification. + Define information contents and structure. + Production and broadcasting of information. + Continuous improvement.
FASE A FASE B FASE C FASE D
SELF‐EVALUATION
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INTEGRATED POLICY OF CORPORATE SOCIAL RESPONSIBILITY
Ensure the sustained success of the organization, integrating social and environmental considerations in all activities of the company and in managing the expectations of our stakeholders. So we make the following commitments with them: BUSINESS
- Conceive the organization as a proyect to carry on more than just economical benefits in according to the 10 principles of the Global Compact that we have signed.
- Organize the business' path from an ethic of values more than fixed rules - Always have in mind that in results sum not only tangible goods are calculate, but also intangible ones - Supply transparent, periodic and without-trick information - Introduce ethical codes in all levels of management - Guarantee a reasonable economical benefit to stockholders and holders, able to keep sostenibility of the organization
SUPPLIERS AND ALLIES
- Strengthen allies with client suppliers and local competitors as well as the knowledge of their needs and expectations - Work together with suppliers, guiding them towards the introduction of more efficient and respectful Environmental
Management Systems - Pay punctually to suppliers
CLIENTS
- Manufacture a product of great quality wich satisfies clients with a competitive price - Teach clients so they know the regulations that affect them - Guarantee security, quality and traceability of our products and services through external certifications of renowned organisms - Take responsibility and compensate clients in case of faults in our products - Encourage fluid relation and comunication with clients that favor the knowledge of their needs and expectations
PEOPLE
- Exceed legal requirements for health and security at work - Get a fair and transparent reward model - Favor familiar and laboral conciliation of the Human Team - Do not discriminate for sex, race, ideology, age or age reasons, especially encouraging Social and Professional activities of
sensitive or harmed Colectives: Women, Young People and Immigrants - Encourage transparency of Internal Comunication in all the levels - Recognise the performance and merits of people as much formally as informally - Favor personal and professional development of all our people through information, delegation and team work - Encourage people's commitment towards Development and Management values and policies of the organization, creating a
responsibility and cooperation atmosphere
SOCIETY
- Share EGA Master proyect in several forums and open houses, as well as business and social circles. Contribute to the general image of the Basque Country
- Commit actively with work and wealth generation in the society in general and especially at the Basque Country and closest surroundings
- Evaluate and reduce environmental impacts associated with EGA Master's activity, paying especial attention to residue generation prevention and the most efficient use of raw material, packing material, water and energy
- Implication of the organization in teaching encourage activities: grants, occupational workshop, cooperation with centres, etc. - Cooperate actively with organizations that carry out activities of social interest
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RESOURCES MOBILISATION After establishing these commitments, it was necessary to move this conviction to all documents and key declarations that the organisation had as a definition for its self. Paperwork for this social responsibility had not to be considered as something exceptional or on top of the organisation, but as a part of the hard nucleus of it, that is, of its own definition. Therefore it had to be a transverse thing. It was, in consequence, a good time to align to this commitment key documents which define the organisation: Aim, Sight and Values, Human Relationships, Prevention and Quality Policies, etc.; a good time to establish a real motivating component for the acts and behaviours of all people in EGA Master, creating feelings of identity and identification for these with this new procedures model.
For this aim, the Management Committee defined the objectives and key indicators named as Society Objectives inside the scope of Strategic Management. It depended on our methods over Process and the Human Team of the organisation to reach them, which are the main points for the execution of them. In that way, we defined objectives and indicators for our Process (tangible) and People (intangible) for which we name as “strategic objectives”, which would work as drivers to achieve the Society Objectives that we had set.
Subsequently, leaders of the organisation, members of the Organisation Committee and therefore those responsible for the key processes of EGA Master, together with their teams launched the Society Objectives defined by the scope of Strategic Management to the different Processes and People from the organisation in charge of carrying it out. This achieved an important active involvement as a means of direct transmission, since every person in every project had firsthand knowledge of their contribution required in the acquiring of achievement. It is appropriate to mention that all people are involved; at least, in an organisation process and due to the range and the ambition of the project, they all contribute to make it reality. Two extraordinary informative meetings were also called by the Management to explain in detail to the entire staff of EGA Master the required commitments and strategy thought for their development. This also led to the creation of a new process, the Social Management process, in order to manage and structure all activities connected with the Society Interest Group, which were not included in the management of EGA Master. The Management of EGA Master was identified as responsible for this process, being the Director General, the owner and those in charge of the members of different areas. The Quality Management area is renamed as Management Quality, widening the range of its work, as dynamics and start-up of commitments reached in this field are now its responsibility. For that, and due to the ambition of this business, a new person is assigned to this field, which now is made up by 2 members, widening the range of the budget set aside for CSR activities. In this way, the CSR inclusion in EGA Master has a transverse behaviour, reaching to every area of the organisation and being part of the organisation culture with an alignment among strategic objectives and demands from our Interest Groups, investing more in human capital, in the environment and in the relationships between them. This diagnoses the reality of the organisation, trade a strategic plan in CSR code, developing an improvement program, identifying communication signs and standards and linking the CSR with continuous improvement processes. Without a doubt, this is the one extraordinary and most ambitious challenge that most effort and dedication has demanded and that we have prosecuted thanks to a thoroughly involved and convinced Management, well-trained and committed leaders and the effort and involvement of all people who form EGA Master.
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REACHED RESULTS OUR CONTRIBUTION TO SOCIETY According to commitments formulated in the section “SET UP FOR OBJECTIVES AND STRATEGIES”: “Share the EGA Master project in diverse forums and open houses, as well as business and social circles. Contribute to the image of the Basque Country” Our leaders spend an important part of their time in activities to share our experience with society and create concern among assistants which can be reflected in improvements for their organisations (there are some examples on the next page). This way: Open House days are organised in our organisation, gladly dealing with a varied range of entities such as schools, universities,
service companies and public, industrial, etc. sectors so they get to know details of our experience and see how to integrate aspects of our philosophy to manage in their business. For example, we made 3 days like these in 2014. Leaders cooperate with principal social agents in our immediate environment, such as Basque Government and Euskalit, who both
selected EGA Master as a locomotive firm to propel the Quality in CAV, or the equal collaboration with a development of an innovation tool, or the transfer of our Silver Q as a study document for recycling days in the Club of Evaluation, or with Novia Salcedo Foundation for the incorporation of young people in markets, or with CONFEBASK (Basque Business Confederation) to spread good practices on work and family life reconciliation among in our environment. There are many other examples of selection and cooperation by EGA Master with numerous public organisations to encourage and support CSR and Excellence outside of the company in “Cooperate actively with organisations which do activities of social interest”. Leaders frequently participate in seminars, meetings, speeches, etc. inside and outside EGA Master, with participating
organisations from the Basque Country and from the whole World, like for example the Leadership case in EGA Master exposed in the MBA of Strathclyde University, Scotland, or our participation in Executive Training Programme in Japan together with companies such as Audi, Mercedes Benz, Michelin, or the European Commission choice to circulate our case in forums held in Shanghai, Kuala Lumpur, Beijing and Brussels. Our Internationalisation Strategy, present in over 150 countries, as well as in numerous national and international prizes and
awards (view next page) and the positive impact of the news EGA Master generate, contribute to the general image of the Basque Country and our immediate surroundings. The perception of EGA Master as an organisation with innovator and effective management materialises as it being selected as an example in many forums and institutions and it is represented on the table on the next page. We identify these awards, achieved over the years, as examples of our society’s satisfaction towards EGA Master through organisations which represent it. The table on the next page shows a summary of our awards, some of them which are internationally recognised.
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EGA MASTER LEADERS' PARTICIPATION AS SPEAKERS IN DIFFERENT BROADCASTING ACTS YEAR ACT ORGANISATION SPEAKER
2014
EGA MASTER en Iberoamérica (experiencia En México Y Brasil) MIB de Deusto Business School General Manager
Basque Ecodesign Meeting: ECODESIGN good practice in EGA Master focused on materials, production processes and marketing
IHOBE- Basque Government Resp. Quality Management
EGA Master CSR as a competitive factor (SMEs only guest to act)
Sustainability Excellence Club. Spanish Strategy CSR in Companies
Resp. Quality Management
Challenges for the future of Basque Country companies Basque Government
General Manager
The Ofecomes and value for SMEs Spanish Ministry of Industry, Energy and Tourism General Manager
Presentation at Gecem Master in Management for Corporate Competitiveness Basque Country University General Manager
Open house in EGA Master: Top Basque Country Meetings Basque Government General Manager
Competitiveness and Excellence in EGA Master
Radio Basque Country General Manager
Practical experiences of success in international organizations
SPRI (Basque Country Business Development Agency) General Manager
Strategic segmentation as a growth strategy for success in international markets Renowned Spanish Trades Forum Managing Dir.
Open House Dayin EGA Master with Deusto Business School to explain EGA Master case. Features of an enterprise
EGA Master- Deusto Business School General Manager
EGA Master case: train, develop and implement knowledge management in SME
Burgos University General Manager
2013
The internationalization of SME: key factors, case studies and practical experiences (case EGA Master)
Summer Courses Basque Country University General Manager
Closing Deusto Business School Program: The Global Company Basque and EGA Master as an integral case example of business success
Deusto Business School- Elkargi (Reciprocal Guarantee Company) General Manager
The Round Table E-KPMG: Problems in business financing El Correo newspaper-KPMG General Manager
Open house in EGA Master for students of Master GECEM in Business Competitiveness Management
Master GECEM UPV (Basque Country University) General Manager
Motivation and commitment of the people of EGA Master through its Recognition System
EUSKALIT (Basque Foundation for Excellence and Quality)
Resp. Quality Management
Interview in National TV Program about EGA Master Case example Competitiveness National TV program Managing Dir.
Interview in Radio Bilbao: EGA Master Case example Competitiveness Radio Bilbao Managing Dir.
Multinational MBA: EGA Master case: the experience of a family SME present in 150 countries with exports around 90%
Adolfo Ibañez School of Management of Chile General Manager
Interview on Radio Basque Country: Experience EGA Master in Algeria, business opportunities and explore territory
Baque Country Radio International Sale and Marketing Manager
Open house in EGA Master for students of Industrial Design in Navarra University Navarra University Managing Dir.
Train, develop and implement Knowledge Management in SMEs. EGA Master as an example. Burgos University Managing Dir.
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EGA MASTER LEADERS' PARTICIPATION AS SPEAKERS IN DIFFERENT BROADCASTING ACTS YEAR ACT ORGANISATION SPEAKER
2012
Internationalization: way for learning and competitiveness Chamber of Commerce and Industry of Alava Managing Dir.
EGA Master Case as business model for organisation growth
APD (Management Progress Association) and Development Systems General Manager
Open House day in EGA Master with Itelazpi organisation for presentation of People Recognition System of EGA Master
EGA Master Resp. Quality Management
Family Business Forum- EGA Master (as organisation of Alava) Radio Vitoria General Manager
EGA Master case: the experience of a familiar SME present in 150 countries
Summer courses in UPV (Basque Country University) General Manager
Internationalisation and Manufacture by Horizontal Integration of EGA Master
Business Competitiveness Management Master GECEM General Manager
Open house in EGA Master with CEBEK to cooperate in a guide for Business Strategies EGA Master - CEBEK Resp. Quality
Management
EGA Master case: International Success UPV-USAC (UNIVERSITY STUDIES ABROAD CONSORTIUM) General Manager
II Summit of Internationalisation Renowned Spanish Trades Forum and Exporters and Investors Club with assistance of Prince Felipe
General Manager
Open house in EGA Master for students of F. Novia Salcedo in course Excellence-Innovation-CSR EGA Master – F. Novia Salcedo Resp. Quality
Management Business Meeting about Argel and its commercial opportunities Chamber of Commerce and Industry of Alava General Manager
2011
Open house in EGA Master for students of Industrial Design in Navarra University Navarra University Managing Dir.
EGA Master experience as supplier for UNO SPRI (Basque Country Business Development Agency) General Manager
Basque Enterprising Day: Experience of EGA Master Basque Studies Popular Foundation General Manager Conferences about leadership in SME: EGA Master case
Navarra Foundation for Excellence and CEX (Spanish Excellence Centres) General Manager
Good Innovation Practise Presentation of EGA Master, winner of the EFQM award
CEX Foundation (Spanish Excellence Centres) Managing Dir.
Open house day for students of Presentación de María School. EGA Master presentation as model of Excellent and Competitive Business
TRIBUCAN: Educational project by civic bank (Caja de Navarra)
Resp. Quality Management
Talk in Inside Forum: Economic Crisis in SME, “Náufragos y Salvados” Inside Forum- Deusto Business School General Manager
Talk in Asturian Club of Excellence and Quality: Innovator case of EGA Master Asturian Club of Excellence and Quality General Manager
Talk in summer courses of UPV. Internationalisation processes in SME UPV and Elkargi General Manager
Talk in Master Gecem about Management for Business Competitiveness UPV General Manager
Talk in XV Ibero-American Convention of Excellence and VI International conference “Uruguay país de Calidad”
INACAL (National Institute of Quality - Uruguay) and FUNDIBEQ (Ibero-American Foundation for Quality Management)
Managing Dir.
Talk in Entrepreneur Association of Guipuzcoa: Human Resources Management and Development in EGA Master
ADEGI-TOP Entrepreneur Association of Guipuzcoa
Resp. Quality Management and
Resp. HHRR UPV Master Global Business: The EGA Master case, International Success
UPV-USAC (University Studies Abroad Consortium) Managing Dir.
Talk in Copenhagen Days of Excellence-Globalisation in Reality- CLF-Danish Centre for Leadership General Manager
Strategic Decisions for growth (students of 5th course of Business Studies of Deusto Business School) Deusto Business School General Manager
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EGA MASTER LEADERS' PARTICIPATION AS SPEAKERS IN DIFFERENT BROADCASTING ACTS YEAR ACT ORGANISATION SPEAKER
2010
Open House Day: logistics management in an internationalised organisation ICIL Foundation Students Resp. Supplies
Internationalisation as way to innovate ONDA CERO General Manager Horizontal Integration and Internationalisation as tool for adaptation and growth
Master GECEM. Industrial Engineering Upper School. Bilbao General Manager
Open House Day: EGA Master case. Features of an enterprise Students of Olabide School General Manager
Business Experience in South Africa
ICEX General Manager
Strategic Decisions in Growth
Business Department, Deusto S. Sebastian Managing Dir.
“Hacia un mundo sostenible, una tarea compartida” Basque Government Managing Dir. “Internacionalización como salida a la crisis” ICIL Foundation Managing Dir. Open House Day in EGA Master: Process-Management and Strategic-Management Novia Salcedo Foundation Students Resp. Quality
Management Open House Day in EGA Master: EGA Master case and Internationalisation
ADEGI-TOP Entrepeneur Association Guipuzcoa General Manager
2009
Open House Day in EGA Master: Logistics Management in an internationalised organisation ICIL Foundation Students Resp. Supplies
Horizontal Integration and Internationalisation as tool for adaptation and growth
Master GECEM. Industrial Engineering Upper School. Bilbao General Manager
Subcontracting in an organisation as a tool for competitiveness GLOBAL SOURCING FORUM BILBAO Managing Dir.
“La clave para superar la crisis mediante un modelo socialmente responsable” NEW ECONOMY FORUM General Manager
Open House Day in EGA Master: Strategies for global and sustainable competitiveness
ADEGI-TOP Entrepeneur Association Guipuzcoa General Manager
Standpoint for innovation and experience 400 EUSKALIT Club Managing Dir.
Open House Day in EGA Master: Experience of EGA Master – Strategies for competitiveness and Development
INNOBASQUE- I TALDE
Resp. I+D+i Resp. HHRR Resp. Quality Management
Open House Day in EGA Master: Strategies for competitiveness in a SME SEA (Business Union of Alava) General Manager
Open House Days in EGA Master: People Development and Process Management Novia Salcedo Foundation Students Resp. Quality
Management
2008
2 Open House Day in EGA Master: Process Management and People Development Novia Salcedo Foundation Students Resp. Quality
Management Inaugural Act in European Quality Week. Internationalisation and Innovation and Competitiveness EUSKALIT, Bilbao General Manager
IX Days of New Monday-BBK: Future of Family Business NEW MONDAY-BBK, Bilbao General Manager RESPONSE project: Innovation and CSR in Business INNOBASQUE-Cluster Conocimiento General Manager Horizontal Integration and Internationalisation as tool for adaptation and growth
Master GECEM. Industrial Engineering Upper School. Bilbao General Manager
Basque Business Experience in China: society, culture and integration Francisco School, Vitoria Managing Dir.
Internationalisation as way to innovate Business Studies School, Vitoria General Manager RESPONSE project: Example of how CSR is compatible with Innovation and Growth Business School IESE, Barcelona General Manager
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““Commit actively in job creation and society wealth especially in the Basque Country and immediate surroundings”
It is noteworthy to show the economic wealth EGA Master has generated in its area and the indirect employment rise brought as a result. This picture on the right shows the increase in volume of purchase from CAPV's suppliers, as a consequence of setting up and developing a supply system in the immediate surroundings.
EGA Master's commitment to generate employment materialises by an important live plan in the organisation to incorporate into the work setting, young people with no employment experience. This fact brought about the Novia Salcedo Award to the Excellence in Young Professional Integration being awarded to us. The positive tendency shown by years in the employment picture is another proof of the materialisation of this commitment (what is more, the graph only shows people employed by EGA Master; that is, it does not include people who worked with us but were hired by ETT - Temporary Job Organisation). It is worth mentioning our stable work generation and the opportunity of all the people with fixed contracts to become permanent. In this sense, the graphic shows how temporary workers (yellow line) have become permanent (grey line).
Finally, our employment opportunity equality policy is also worthy of note, as it mentioned in our HHRR Policy, which is demonstrated in the following figure.
% Female % Male % Workers from other nationalities
% Female managers % Male managers
Year 2002 51% 49% 15% 56% 44% Year 2003 57% 43% 16% 59% 41% Year 2004 52% 48% 15% 53% 47% Year 2005 54% 46% 14% 60% 40% Year 2006 58% 42% 14% 63% 37% Year 2007 58% 42% 15% 63% 37% Year 2008 59% 41% 16% 62% 38% Year 2009 59% 41% 16% 62% 38% Year 2010 59% 41% 19% 61% 39% Year 2011 59% 41% 20% 62% 38% Year 2012 59% 41% 21% 62% 38% Year 2013 59% 41% 21% 62% 38% Year 2014 60% 40% 21% 61% 37%
In this way, the number of females being part of our personnel is higher than the number of men, something which is maintained and even increased as far as high responsibility positions are concerned. Many important areas connected to good progress and growth of the organisation, such as Communication, International Sales Administration, National Sales Administration, Financial, Management Quality, Purchase and Supply, Marketing and External Communication, Manufacture and Design are managed by women. Our employment opportunity equality policy has been awarded with the Argilan First Prize to Business and Employment in Equality by local government, because of our work in the business world in favour of female integration and promotion.
0
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1000
1500
2000
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SUPPLIER PURCHASE INCREASE IN CAPV, HAVING AS A 100 BASE PURCHASES IN 2001
0102030405060708090
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OFFER OF EMPLOYMENT IN EGA MASTERTOTAL PERSONNEL OF EGA MASTER
PERMANENT EMPLOYEES
NOT PERMANENT EMPLOYEES
INCREASE OF PERSONNEL
TARGET
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“Evaluate and reduce the environmental impact by paying special attention to estimated residual generation and to a more efficient use of raw material, packaging, water and energy” The work put into practice is summarised in the table below. All these actions had very positive results, as shown by the indicators on the nest page. Belonging to IHOBE Environmental Indicator Bank makes it possible to compare ourselves with other organisations in our sector, and we are always under the average. In order to address our environmental impacts more efficiency, in 2007 we certified our Environmental Management System according to ISO 14001: 2004. This has allowed us to systematize rigorously improvements to reduce adverse impacts of our products and services from conception and design our own tools to products derived from the development and manufacturing.
YEAR STEPS TAKEN RESULTS YEAR STEPS TAKEN RESULTS
2014
Replacement tampon printing process marked by many of the tools for alternative technology clean (green laser)
Total elimination of hazardous waste generated in this process
2007
Establishment of electrostatic filters in laser-marking machines to reduce our emissions to zero
Zero emissions
Replacing older commercial vehicle (5) by more efficient new vehicles
Reducing fuel consumption by 15% and emissions by 20%
2013
Complete replacement of all conventional luminaire factory and office for LED luminaire
70,600 kwh reduction in the annual electricity consumption
Substitution of solvent consume in some phases of the production system by a more ecological product
22.5% solvent consumption reduction Changing the layout in the
heat distribution at the factory to make it more efficient
Estimated annual savings of 5% in the consumption of propane
2012
Water recirculation sstem incorporation in water-by cutting machine
More than 100,000 L of water saved annually
Solid, inert and dangerous residues' reduction by compactation technology
More than 50% reduction of residues
Chest choose incorporation in water-by curring machine
Total removal of any toxic spill over the net
2011
Investment over a new tampography marking machine for dangerous residue reduction of this process
15% reduction of dangerous residues generated by this process
Study and redefinition into packaging to turn them more efficient
10% reduction (we expect to reach 20%) of total packaging volume
2006
Water pump change in cisterns with the chance to unload by half or totally
Estimation of 60,720 L savings in relation to 2005
2010 ROSH Management application on all plastic injection suppliers over what legislation obliges
ROSH Management application in 100% of plastic components of our tools (handles, etc.)
Smart lights installation with photocells
Electrical consume reduction; 12.48% in relation to 2005
2009 Investment on renewable energy. Solar panel installation
5% electrical energy generation over clean energy consumed in a year
2005 Skylight substitution in the factory for new ones which are not turning dark
Lights are not switch on during sunny days
2008
Electrical reduction on tool-marking by acquiring energy efficient laser-marking machines
50% of tools marked by laser with 2/3 less electrical consume
2004
Environmental sensitivity measures for offices, by a leaflet to raise awareness about environment and steps to be followed to achieve an ecological office by tips on how to use efficiently water, paper, printers, energy and transport
More than 90% who use a computer switch it off in lunch-time (hour and a half) and now we use 80g/m2 sheets instead of the ones we used before, of 90g/m2, what supposes a reduction of more than 5% in used paper
Reduction of plastic consume in different phases of the production system
15% plastic consume in different phases of the production system
Substitution of every light in factory by halogens
Electrical consume reduction of 47%, the factory is now 17% lighter and there are 1281€ savings annualy
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Involvement in training development; occupational workshops, grants, colaboration with centres, etc.
A product of EGA Master’s commitment to its surroundings is the active participation of the organisation in the incorporation of young people to the work setting, who are looking for a first job. For that, we cooperate with many education centres and institutions (17 actually) so that annually students from those centres do their internship in our organisation (average of 9 people/year with grants or job internship in last 5 years, with 13.75% of hours dedicated to training in relation to the total hours worked in the organisation).
When grants are complete, many young people are incorporated into our personnel, with more than 70% doing this in the last 5 years. The average age of people in positions of responsibility is around 38 and 86% of these people moved into those positions by internal promotion. Our work of orientating to young people has been rewarded with the Novia Salcedo Award to Excellence in Professional Integration of Young People presented by the Prince of Asturias. Additionally, all people with grants, when finishing their time, are questioned to measure their satisfaction, and we obtain very satisfactory results as shown in the picture on the left. We have identified possible improvements, by for example inviting them to a Management Committee after a suggestion made in the survey and by including them in our process of validation and monitoring of performance, capacities and attitudes in the
same way as any other person in the organisation.
There was a guiding project with many suppliers to introduce Environmental Management Systems. In 2012, one of them achieved the ISO Certification 14001:2004 thanks to this project. See the graph in suppliers task. Since we began this work in 2007, seven of our suppliers has achieved ISO 14001: 2004 thanks to this work. See chart in section suppliers. 0
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WATER CONSUMPTION/PRODUCTION
SECT
OR
AV
ERA
GE
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ENERGY CONSUMPTION/PRODUCTION
SECT
OR
AV
ERA
GE
0,00,20,40,60,81,01,21,4
02 03 04 05 06 07 08 09 10 11 12 13 14
MATERIALS CONSUMPTION/PRODUCTION
SECT
OR
AV
ERA
GE
0
0,02
0,04
0,06
0,08
0,1
02 03 04 05 06 07 08 09 10 11 12 13 14
NO DANGEROUS RESIDUES/PRODUCTION
SECT
OR
AV
ERA
GE
0
0,002
0,004
0,006
0,008
0,01
02 03 04 05 06 07 08 09 10 11 12 13 14
DANGEROUS RESIDUES/PRODUCTION
SECT
OR
AV
ERA
GE
0123456789
10
03 04 05 06 07 08 09 10 11 12 13 14
STUDENT SATISFACTION WITH THE TRAINING RECEIVED
OVERALL SATISFACTION WITH PRACTICAL TRAINING RECEIVED MEETING EXPECTATIONS FOR SCHOLARSHIP OR PRACTICE MADE PERFORMANCE OBJECTIVE PLANNED FOR SCHOLARSHIP OR PRACTICES GLOBAL ASSESSMENT OF ADVISOREVALUATION OF RESOURCES EVALUATION OF THE RELATIONSHIP WITH PARTNERS
0%2%4%6%8%
10%12%14%16%
04 05 06 07 08 09 10 11 12 13 14
%TIME SPENT INTO STUDENT TRAINING/OFFICE TOTAL TIME
CSR REPORT 2015
13
Every new person passes through a welcome process, which began in 2001 and facilitates their incorporation and integration into the organisation from the first moment. Furthermore, our organisation's Culture and Values are transmitted, strengthened and reinforced. The Welcome Process is inspected every year with feedback obtained from new people incorporated, who cooperate in its revision and improvement. In this way, improvements have been introduced, such as the incorporation of a process of a check list style format with all the aspects to be covered with a newly incorporated employee by different people in charge, or giving them a PRL manual or a leaflet about “good environmental habits” in the organisation, etc. To complement, each new worker has a mentor who is responsible for the area in which he or she will work and will take care of their personal progress and orientation, to ensure their ability in their post. This process is further complemented with a sub-process of Evaluation and Performance Monitoring, People's Attitudes and Abilities and Training. On the other hand, our Horizontal Management System and operative leadership makes it possible for people to develop by increasing their field of work field and to participate in teams. In this way technical and human abilities are improved through work. This is all evaluated by personal surveys, which showed a 7/10 satisfaction and over every year.
“Cooperate actively with organisations which do activities of social interest”
EGA Master’s social contribution with donations and caring assistance, just like the drive for sociocultural activities, are important, varied and numerous compared to the size of our organisation. There is a summary of some in the table below.
DONATIONS AND CARING ASSITANCE FROM EGA MASTER
Annual economical cooperation with Kontseilua Association to encourage Basque Continous economical cooperation with Zutabe Cultural Association for monument conservation and repair Economical helps to ease consecuences for natural disasters (Prestige, Tsunami Asia, earthquake Argel, etc.) Tool's donation for Trinitarias nuns Equipment subsidy for Ocharcoaga School of Professional Training Event sponsorship like a footbal tournament in Venezuela organised by EPA Donation of 20 complete computer equipment to ONG NTAfrica Donation of specialized tools to Trbovije Technical College in Slovenia Donation of hand tools for different guilds to ONG ADECO for a social project in Lantin America Donation of numerous computer material (computers, printers, monitors, etc.) to ONG ADECO Donation of hand tools for different guilds to ONG AFRICANISTAS for strengthening of social fabric in Congo, Equatorial Guinea, Africa Donation of hand tools for differet guilds and computers and celulars to ONG RASD to improve the infraestructure of refugiees in Tindouf, Argel Sponsorship of a Basque Kart team Economical cooperation with AEEC (Spanish Associations Against Cancer) Donation of hand tools to ONG SERSO for war-victims in Ivory Coast Donation of hand tools for different guilds to ONG RASD for Gazuani Professional Traning Centre, Raguni, Sahara Annual economical colaboration for APDEMA Association in favour of people with mental disability Cooperation with Government of Andalucía for sponsorship of Open Andaluz of SUV's Raids Economical cooperation for Association of Families of Alzheimer's Sufferers from Alava Donation of hand tools for REMAR Association to build houses for chlidren, families, sick people and old men in Burkina Faso, Nicaragua and Ivory Coast Donation of hand tools for Cáritas Domincana for reconstruction of Haiti after the earthquake suffered Donation of hand tools for Young and Development ONGD for “street children” program and its professional workshops for young people in Beijin Donation of hand tools for Nazioarteko Elkartasuna International for training activities for immigrant people in CREA (African Resource Centre) Economical donation to sponsor UNICEF's t-shirts Donation of hand tools for Bizitza Berria Elkartea Association for its social integration project for homeless people Arus new team sponsorship Andalusia Racing Economic cooperation with the Elorza Txema Foundation to promote social action Donation of two pallets of hand tools NGO International Solidarity for construction of a school for the freedom of women in Oaxaca in Mexico Donation of different material Africanists NGOs for training and training of immigrants in the Resource Center -Creates Africanists Donation of hand tools for different guilds to ONG RISAD for a social project in Mali
CSR REPORT 2015
14
In addition, in relation to our Corporative Social Responsibility Model, we work with several organisations and institutions to strengthen social action. Some examples: - EGA Master closely works with La Caixa's Incorpora Program for marginalised groups. This resulted in the incorporation of two people from this collective. - EGA Master cooperates actively with Vitoria's local government in female working insertion programs which rewarded EGA Master with the First Argilan Award “Empresa y Empleo en Igualdad” for the Excellence in the labour developed in this field for years. Some data that made this business worthy of such a prize were:
60% female staff. 61% of responsibility posts covered by women. 21% of the workers from other nationalities. Average age under 34 (young integration). Average age of workers on responsibility posts around 38.
- EGA Master cooperates with UNIFEM (United Nations' Developing Fund for Women) after the signing of a supporting declaration for “Women's Empowering Principles” initiative created by UNIFEM for the promotion of equality and empowerment of women. - EGA Master was one of the 21 businesses selected by CONFEBASK (Basque Business Confederation) to spread their good practices about combining family and working life, through a manual of general broadcasting among surrounding companies. Health, Social Policy and Equality Department has also counted on EGA Master's contribution to spread their good practices of female equality, conciliation and empowering. Other organisations with which EGA Master collaborated or collaborates are: Madrid Excellent for dissemination of educational materials about leadership in companies. San Prudencio Laboral Foundation for broadcast of good practices in equality and work integration. Excellence Club in Sustainability of Madrid to cooperate in creating a reporting and evaluation system on CSR performance in SME which are suppliers of great size. - EGA Master is one of the few SME selected by the Basque Government to help and cooperate actively in the realisation of their Business Social Responsibility Strategic Plan, in which are included steps to be followed for dissemination and encouragement of equality and integration policies introduction in organisations. - We were also selected in RESPONSE European Project for our good practises in Corporative Social Responsibility to cooperate in the development of teaching materials to broadcast these practises. Excellence Club in Sustainability of Madrid presented internationally in Brussels its Guide for corporative responsibility establishment in SME, which shows EGA Master's experience as well. - EGA Master collaborates with Novia Salcedo Foundation in young incorporation in labour market (unfortunately harmed social group nowadays), for what deserved the Excellence Award in Young Work Integration, prize achieved from the Prince of Asturias. - EGA Master signed to join United Nations' Global Deal, international initiative which tries to introduce Ten Basic Principles of behaviour and action with regard to Human Rights, Work, Environment and fight against corruption in organisation's daily operations. Annually, EGA Master produces a report about the improvement in these Principles. Awards achieved for years in this task, some of them of international level as shown in the table below, we understand them as another proof of the social satisfaction towards EGA Master.
CSR REPORT 2015
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WORLDWIDE SATISFACTION WITH EGA MASTER According to our constant improvement spirit, we decided in 2006 to take a step forward by seeking social perfection of EGA Master by first-hand information. In this way, we elaborate a Social Impact Survey for our social agents (recognised social organisations and institutions and those whose activities are mainly from occupational fields) we organised in Social Management process. The aim is to know which aspects do society judge to be the most important, the opinion they have on EGA Master and how they see us in comparison with other businesses in our area. But mainly, as consequence of analysis and obtained results, keep on improving our social commitment, like for example our decision in 2006 to introduce an Environmental Management System according to ISO Norm 14001 to certify officially in 2007 or our decision in 2010 to join UNO's Global Deal. For the design and realisation of that survey, we did benchmarking with two experienced companies: ITP and IRIZAR. Reception from different social agents was a success and the most has collaborated to ease feedback, and the answers' level was of 64,28%, 68,42%, 72,72%, 75%, 79,3%, 79,7% and 82% in each of surveys made. High satisfaction standards reached, as well as comparison made by Society between us and surrounding companies confirm our work in this field throughout our own history to reach an excellent approximation of what Society expects from EGA Master.
CSR REPORT 2015
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SOCIAL SATISFACTION SURVEY RESULTS IMPLICATION WITH
ENVIROMENT EGA MASTER'S EVALUATION
EGA MASTER'S EVALUATION IN COMPARISON WITH THE REST OF SURROUNDING COMPANIES
QUESTION 2006 2007 2008 2009 2011 2013 2015 2006 2007 2008 2009 2011 2013 2015 PARTICIPATION IN PROGRESS FORWARD ENVIROMENT EXCELLENCE
8,78 8,69 8,63 8,65 8,81 8,73 8,78 8,78 9 8,88 9,18 9,05 9,05 8,72
IMPLICATION ON ACTIVITIES OF FORMATION
8,38 8,69 8,64 8,56 8,74 8,73 8,72 8,38 8,77 8,86 8,88 9 8,86 8,44
ETHICAL BEHAVIOUR, OPPORTUNITY EQUALLITY AND WEALTH AND WORK CREATION
8,43 8,58 8,6 8,67 8,62 8,7 8,78 8,86 8,5 8,6 8,87 8,85 9 8,59
AVERAGE 8,53 8,65 8,58 8,63 8,72 8,72 8,76 8,67 8,76 8,73 8,97 8,97 8,97 8,58OBJECTIVE 8 8,5 8,75 8,75 8,75 8,75 8,75 8 8,5 8,75 8,75 9 9 9
EGA MASTER'S CONTRIBUTION TO BASQUE COUNTRY
GENERAL APPEARANCE
EGA MASTER'S EVALUATION EGA MASTER'S EVALUATION IN COMPARISON WITH
THE REST OF SURROUNDING COMPANIES
QUESTION 2006 2007 2008 2009 2011 2013 2015 2006 2007 2008 2009 2011 2013 2015CONTRIBUTION THROUGH ITS EXPORTING WORK
8,78 9,23 9,06 9,24 9,19 9,09 9,33 9 9,58 9 9,29 9,25 9,18 9,17
CONTRIBUTION THROUGH NATIONAL AND INTERNATIONAL AWARDS
8,89 8,92 8,94 9,24 9,33 8,96 9,33 8,56 9,08 8,94 9,18 9,3 9,14 9,06
AVERAGE 8,84 9,08 9,00 9,24 9,26 9,03 9,33 8,78 9,33 8,91 9,24 9,28 9,16 9,12OBJECTIVE 8 8,5 9,0 9,0 9,25 9,25 9,25 8 8,50 9 9 9,25 9,25 9,25
INNOVATION EGA MASTER'S EVALUATION EGA MASTER'S EVALUATION IN COMPARISON WITH
THE REST OF SURROUNDING COMPANIES QUESTION 2006 2007 2008 2009 2011 2013 2015 2006 2007 2008 2009 2011 2013 2015PERCEPTION AS AN INNOVATIVE AND ADVANCED BUSINESS IN MANAGEMENT QUALITY
9 8,92 8,81 8,94 9,05 9,09 9,17 9,11 9,15 8,75 9,06 8,9 9,19 8,78
PERCEPTION AS INNOVATIVE PRODUCT-MAKING BUSINESS
9 9 8,75 8,94 9 8,91 9,06 8,44 9,23 8,89 9,06 9,15 9,14 8,39
AVERAGE 9 8,96 8,78 8,94 9,02 9 9,11 8,78 9,19 8,82 9,06 9,03 9,16 8,83OBJECTIVE 8 8,75 9 9 9 9,25 9,25 8 8,50 9 9 9,25 9,25 9,25
SECURITY AND ENVIRONMENT
EGA MASTER'S EVALUATION EGA MASTER'S EVALUATION IN COMPARISON WITH
THE REST OF SURROUNDING COMPANIES QUESTION 2006 2007 2008 2009 2011 2013 2015 2006 2007 2008 2009 2011 2013 2015PERCEPTION AS A LOW ENVIRONMENTAL IMPACT
8,71 8,77 8,67 8,63 8,65 8,48 8,25 8 9,17 8,67 8,5 8,63 8,62 8,4
PERCEPTION AS A COMMITTED BUSINESS TOWARDS ENVIRONMENT AND SECURITY
7,88 8,62 8,93 8,69 8,65 8,71 8,53 7,75 9 8,86 8,69 8,63 8,71 8,47
AVERAGE 8,30 8,70 8,64 8,66 8,65 8,60 8,40 7,88 9,09 8,64 8,59 8,62 8,66 8,43OBJECTIVE 8 8,50 8,75 8,75 8,75 8,75 8,75 8 8,50 9 8,75 8,75 8,75 8,75
GLOBAL SATISFACTION
EGA MASTER'S EVALUATION
QUESTION 2006 2007 2008 2009 2011 2013 2015GLOBAL SATISFACTION 8,89 9,08 9,06 9 9,1 9,17 9,17 OBJECTIVE 8 8,50 9 9 9,25 9,25 9,25
CSR REPORT 2015
17
APORTIONMENT TO HUMAN TEAM OF EGA MASTER According to commitments in SET UP FOR OBJECTIVES AND STRATEGIES: “Recognise people's merit and achievements formal and informally”
Leaders of EGA Master promote personal and group motivation and recognition of effort and achievements with the conviction that everyone needs to be recognised for their job. This appreciation is a way to improve worker's personal satisfaction as well as boosting personal and professional development materialises through the following established channels: Management does a collective check up in biannual informative sessions and in end-of-year act. What is more, different
landmarks obtained thanks to general effort are also recognition reason for Management More informal recognition for personal achievements or effort. Relationship among people, physical and personal closeness
favours this kind of recognition in daily behaviour. Rewarded personalised policies: annually, based on performance validation made to everybody in the organisation, years in the
business, personal and professional development and contribution towards organisational objectives, Management, together with the person in charge of HHRR examine the reward level of each person, improving it when appropriate, as a way of recognition to their efforts.
Annual recognition awards opened to everybody and which ends with a lunch for all the workers and an awards ceremony with 7 prizes for different fields: fidelity, values, innovation and marketing.
Private pension provision: for every area responsible, organisation makes economical contributions for a private pension provision. Reward by objectives policy: besides regular pay, there is an annual reward, which depends on the total sales reaching a target
value. This means a possible additional annual pay equal to a monthly pay and a half to everybody in the case of complying with strategic objectives that the Management Plan considers the most important. For marked aims' accomplishment (25%), and payable objective compliance in different areas (75%) depending on strategic objectives and a line of action marked for the year. This variable reward, therefore, recognises the collective achievement of EGA Master and the personal effort of people based in accomplishments, which improves the business and consequently the general aims. Incentive policy for factory staff: in addition to the above, there is an evaluation and compensation system based on performance
of factory staff which not only detects versatility needs, but also recognises and rewards people. Supplementary pays to social security: EGA Master supports the pay of work absence for illness up to the 100%, either if it is for
illness or accident, from the first day and to all its employees. Private medical insurance: for all people with more than 3 years term in the organisation. Loyalty is recognised with people
working in the company being rewarded for their personal and professional career and development.
01020304050607080
02 03 04 05 06 07 08 09 10 11 12 13 14
WELL KNOWN PEOPLE IN GOLDEN EGAS AWARDS
CSR REPORT 2015
18
“Have a fair and transparent rewarding model” Impartiality and equality in work materialises in no discrimination for sex, race, age, ideology or religious reasons, just ensuring that our projects are carried through by people committed with the company's global objectives, prevailing internal promotion over external promotion and being personal value the unique selection criteria adopted in new admissions. The only request for the occupation of any position, regardless of the level of responsibility, is the accomplishment of the requirements of the profile requested, only considering each person's aptitudes and professional capacity, as well as their willpower and ability. The results that support this policy has been stated above on page 10 (60% of women in the workforce, 21% workers of other nationalities, 61% of management positions held by women). As for pomoting policy, understood as the process of indentifying people with potential to take over higher responsibility posts, it is mentionable the fact that internal promotion prioritises over external contracting. In the case of finding a suitable person for that work, they would assume it. The graph shows that 80% of responsibility posts have been covered with internal personnel of EGA Master, who have been promoted.
Regarding stable jobs in EGA Master, it sets in indefinite contracts. All the people that join the organisation as temporary workers have the chance to come to be indefinite, as well as people who join us through internship, as explained in “Commit actively in job creation and society wealth especially in the Basque Country and immediate surroundings”.
With regard to rewarding policy, salary is determined by the professional category that the belongs to for each post as presented in the agreement. Solidarity and equality are pursued without losing competitiveness among different posts that shape the organisation, independently of who holds the post. “Favour personal and professional development of everyone, through training, delegation and teamwork” In EGA Master we consider people as our principal capital and active, understanding organisational development as something inseparable of the development of the Human Team. We define training as a continuous process of development and perfection of abilities, capacities and knowledge of people that guarantees the development of the organisation. Therefore, we think that investing in training continuously is the best progress guarantee, making it possible to attract people to reach the organisational objectives. This is all settled on annual Training Plans. Results with positive tendency as perceived in graphs are consequence of the commitment with personal and professional development.
0%
20%
40%
60%
80%
100%
03 04 05 06 07 08 09 10 11 12 13 14
INTERNAL PROMOTION
0%
20%
40%
60%
80%
100%
04 05 06 07 08 09 10 11 12 13 14
FORMATIVE PLAN ACCOMPLISHMENT
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10
04 05 06 07 08 09 10 11 12 13 14
TRAINING EFFICACY
0
10
20
30
40
50
04 05 06 07 08 09 10 11 12 13 14
TRAINING HOURS PERSON/YEAR
CSR REPORT 2015
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Encourage personal commitment with values, manangement and development policies of the organisation, creating an atmosphere of responsibility and cooperation” The principal objective is the complete development of the potential of people who work in EGA Master, for what it is indispensable their involvement and implication, allowing them to take an active part in the organisational project. People in EGA Master must feel part of it and know the function they have in it. Therefore, the company not only is open to the involvement of any person in the business project, but also promotes and encourages it by creating different projects which, depending on their magnitude, allow people from different areas to join them.
For this, a horizontal organisation by progress is promoted with gradual growth in the level of responsibility acceptance from Human Team, which has autonomy to respond to strategic objectives set by the organisation. Furthermore, there are suitable communication networks organised as a process, guaranteeing the elements and actions that support them.
We calculate the level of satisfaction reached by the Human Team in these and other matters through People Satisfaction Survey, which has been carried out since 2001 and is voluntary and completely anonymous. This survey, of more than 60 questions, covers all the areas and aspects of the organisation and is a fundamental tool for the continuous improvement in satisfaction level of the Human Team of EGA Master in those aspects with which people are not satisfied. The following graphs show the satisfaction level reached by the personnel regarding personal and professional development in EGA Master and the satisfaction grade. Results are very positive and, what is more important, show a positive tendency every year, consequence of the improvements we introduce in these aspects. “Encourage the transparency of Internal Comunication” The Management model of EGA Master has implicit transparent communication, fluent, bright, open, accessible and dynamic communication among workers and of every level, as it is a basic element to identify people with the organisational project, to develop suitable functions and objectives and to ease the implication and involvement of these in management. For this, EGA Master Counts with an Internal Communication Map where different communication channels (ascending, descending, horizontal and bidirectional) are gathered, which respond and are suitable to the needs of the organisation. The level of satisfaction of the staff is high as perceived in the graph.
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01 03 04 05 06 08 10 12
SATISFACTION FOR PERSONAL AND PROFESSIONAL DEVELOPMENT IN EGA MASTER
0123456789
01 03 04 05 06 08 10 12
GRADE OF MOTIVATION OF PEOPLE IN EGA MASTER
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04 05 06 08 10 12
SATISFACTION FOR COMMITMENT, TRANSPARENCY AND VERACITY IN
COMUNICATION
0%
20%
40%
60%
80%
100%
00 01 02 03 04 05 06 07 08 09 10 11 12 13 14
PEOPLE IN MANAGEMENT TEAMS
CSR REPORT 2015
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“Overtake the legal requirements for Health and Security in work” With the purpose of reaching the highest levels of Security and Health, we stated the following basic principles that complete those manifested in our Integrated Health, Safety, Environment and Quality (HSEQ) Policy
1. Commitment with the society, the environment and the health of our workers, respecting the legal framework established for each case.
2. Assumption of the need of continuous improvement in the quality of our products and services, processes and working conditions. We manage this with hard work and ensuring that not a single task is carried out without the proper security steps.
3. Labour accidents are normally management errors and therefore are preventable through an appropriate management that permits to adopt identification, evaluation and control steps for the possible risks.
4. People are the most important value and guarantee our future. That is why they must be qualified and indentified with the objectives of our organisation and their opinions must be considered.
5. We carry out all the activities without excluding any of the aspects of Security and Health for economical reasons.
Our principal objectives are the following:
1. Scheduling our occupational risks' preventive plan each year and checking it regularly permits us to adopt the necessary measures for the identification, evaluation and control of the possible risks in work with the goal of reaching the highest levels of Security and Occupational Health. 2. We accomplish the requirements marked by legislation on Occupational Risk Prevention and Occupational Health. 3. There are introductions of continuous improvement principles in the preventive action. 4. Be alert to all aspects of facilities, equipment and work processes with potential impact on health and safety. 5. Encourage participation and information to all collectives of EGA Master.
In order to carry out these principles and objectives there are some commitments assumed:
1. Certify our System Occupational Health and Safety according to OHSAS 18001: 2007, subjecting it to independent external audits to continuously improve our possible failures in the management of occupational health and safety of all workers in EGA Master. We have certified in June 2014.
2. The whole personnel in charge ensure some correct work conditions. For that, they show interest and set an example as part of their job.
3. The company promotes and establishes necessary means to analyse fault communication and improvement suggestions and, if possible, to apply them. The innovative and continuous improvement spirit is essential for the future of the business.
4. We establish information and cooperation exchange channels among our personnel and also among our clients and suppliers to improve continuously the way of selecting our supplies, doing our job, manufacture our products and providing our services.
5. Information and training about occupational risks are often provided to our employees, as well as the measures to prevent them through prevention activities.
6. We analyse all the accidents with damage potential and start the correction immediately.
In this way, and counting on the help of an expert consultancy, we deal with the commitment of security, training, equipment risk control, installations and new projects, official approvals and individual protection equipment (EPI) control, investigations on accidents and incidents, efforts and working conditions in order to keep on improving in the creation of a secure and healthy occupational atmosphere.
0%10%20%30%40%
01 02 03 04 05 06 07 08 09 10 11 12 13 14
%ABSENTEEISM FOR LABORAL ACCIDENT/TOTAL ABSENTEEISMO
%ABSENTEEISM FOR LABORAL ACCIDENT OF TOTAL ABSENTEEISM IN EGA MASTER.
ABSENTEEISM FOR LABORAL ACCIDENT AVERAGE OF TOTAL ABSENTEEISM IN THE INDUSTRIAL SECTOR
0%
20%
40%
60%
80%
100%
04 05 06 07 08 09 10 11 12 13 14
PREVENTIVE ACTIONS CARRIED OUT/PREVENTIVE ACTIONS PLANNED
CSR REPORT 2015
21
OUR CONTRIBUTION TO SUPPLIERS According to commitments formulated in SET UP FOR OBJECTIVES AND STRATEGIES: “Strengthen alliances with local suppliers and the knowledge of their needs and expectations”
As seen previously, we have increased gradually but constantly our alliances with local suppliers, with a significant increase in the volume of purchases to CAPV's suppliers, consequence of the development of a commercial network in the surroundings added to the acquired commitment
“Work together and closely with suppliers, guiding them towards the establishment of more efficient and respectful Environmental Management Systems” Management and leaders of processes that have some kind of relation with suppliers do regular meetings with them through a contact programme, not only by visits of these suppliers to our installations but also by visiting their own facilities, with the objective of analysing new tendencies, the grade of cooperation in design and developments, flexibility of delivery, improvement areas, quality controls and mutual sharing of practises. In conclusion, understand their needs, limitations and expectations. An important aspect of these visits, introduced in 2004 due to our acquired commitment, is the environmental sensitisation to assure that they introduce Environmental Management Systems, offering our support and cooperation. Results reached have been very positive and over our expectations (try to make at least one of our suppliers introduce an environmental management system), as there are 8 of them who have already introduced an ISO 14001 in their organisations.
0
1
2
3
4
5
07 08 09 10 11 12 13 14
TRACTIONED SUPPLIERS INTO INTRODUCTION OF ISO CERTIFICATE 14001 IN THEIR COMPANIES
CSR REPORT 2015
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OUR CONTRIBUTION TO CLIENTS According to the commitments formulated in SET UP OF OBJECTIVES AND STRATEGIES: “Create a quality product which satisfies clients with a competitive price” According to our commitment of “living the client”, we have the aim of providing them a quality and customised product and service with a competitive price, which responds to their needs and exceeds their expectations, or at least that covers them, to achieve their total satisfaction from the moment they ask for a product/service until its end of use. From the conception, design, manufacture, control and commercialisation to the guarantee period, considering as well the life circle of our products and services from the economical, social and environmental sustainability to incorporate the necessary improvements in each of these processes by the innovation with the objective of generating more value each time and offer it to the client. For that, we work with maximum flexibility and agility, even offering the chance to manufacture any of the items in our catalogue with the brand of our client without minimum order quantities, in the same delivery period and without additional supplementary costs. High quality levels of our products are shown in the following figures. In that way, for example, we in 2014 just 0.043% of nearly two million of tools sold have had some kind of complaint.
We commit also to carry on with our process of diversification of products through innovation and constant development that, in addition to the constant improvement of our products and services, permit us to count on a wide range of them, more complete each time and in continuous extension with the objective of having a more comprehensive offer each time, that satisfies all the needs of the industry and closest professionals. In this way our range has developed spectacularly, initially starting with just 350 references we now have over 18000 today, with an annual increase of 20% in the last 10 years, with great importance to innovation, as supported by nearly 200 developed patents, several of them worldwide,
consequence of a 7% investment into R & D, five times higher than the sector.
0%10%20%30%40%50%60%70%80%90%
100%
02 03 04 05 06 07 08 09 10 11 12 13 14
REFERENCE WITHOUT COMPLAINT/TOTAL REFERENCE NATIONAL MARKET
0%10%20%30%40%50%60%70%80%90%
100%
02 03 04 05 06 07 08 09 10 11 12 13 14
REFERENCE WITHOUT COMPLAINT/TOTAL REFERENCE INTERNATIONAL MARKET
0,00%
0,04%
0,08%
0,12%
0,16%
0,20%
0,24%
02 03 04 05 06 07 08 09 10 11 12 13 14
REPLACEMENT/FACTURATION NATIONAL MARKET
0,00%
0,04%
0,08%
0,12%
0,16%
0,20%
0,24%
02 03 04 05 06 07 08 09 10 11 12 13 14
REPLACEMENT/FACTURATION INTERNATIONAL MARKET
02.0004.0006.0008.000
10.00012.00014.00016.00018.00020.000
02 03 04 05 06 07 08 09 10 11 12 13 14 15
NUMBER OF REFERENCES IN THE CATALOGUE
CSR REPORT 2015
23
“Take responsibility and make up for clients in the event of that any of our products or services is deficient”
Every tool of EGA Master is guaranteed for life. In case of a justified complaint, without proofs of wrong use of the tool, the product is replaced. It should be pointed out that our commitment to lifetime guarantees makes our technical support and customer service into something essential. The technical assistance, besides repairing the product, includes attention towards information requests of any kind, complaints management, suppliers' monitoring, improvements ideas, etc. At the same time, we also have a consultant's office in the area of security tools.
Client's satisfaction in this aspect is very positive as reflected in biennial satisfaction surveys we make with the results shown on the right. Guarantee the security, quality and traceability of our products and services by external certifications through well-known organisations” We push ourselves to give clients knowledge of the regulations that affect them and guarantee the security, quality and traceability of our products and services by external certifications through well-known organisations. In this sense, and according to the strategy assumed by EGA Master to reach excellence, since 2000 we have worked on the establishment and certification of standard Management Systems, highlighting the certification obtained by our Management Quality System under the new ISO Norm 9001:2008, the certification of our Environmental Management System under Iso Norm 14001:2004 and recent Golden Q recognitions to the Excellence in Management based in EFQUM European Model given by the Basque Government in 2009 and Ibero-American Award to the Quality and Excellence, Golden Award given by FUNDIBEQ, the Ibero-American Foundation for Excellence and Quality. “Encourage fluent relation and communication towards clients that favours the knowledge of needs and expectations” Together with our strategy of knowing, serving and adding value to the client, we promote developing and cooperation projects with them, with the objective to understand and satisfy their needs and expectations, favouring innovation and improvement of our products, as well as client's perception and satisfaction. In this sense, depending on the dimensions of the project, we make groups of high efficiency to innovate a product that also integrate the final client and even the implicated supplier. Therefore, we proactively implicate with clients to debate and deal with their needs, expectations and worries, exerting ourselves to maintain the creativity and innovation in working relations and customer service centre, by a continuous learning and integration of people from EGA Master who ensures their confidence and fidelity. For this we have a policy of permanent personal contacts and active participation in the relation and communication with clients. In this way, we make an annual plan of visits and fairs, promoting the visits, as well as Open House policy that promote actively the visit of clients to our installations to move them closer to our organisational reality and latest manufacturing methods. In this way, we make them part of our improving activities, sharing our best practices and opportunities to improve, and recognising their implications in our success. Global satisfaction of our clients, as shown in the following figure, reached very high values and supports the work we do to understand and be ready for their needs and expectations.
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10
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SATISFACTION FOR AFTER-SALES SERVICE
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SATISFACTION FOR COSTUMER SERVICE
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10
04 05 06 08 10 12 14
OVERALL SATISFACTION WITH EGA MASTER
CSR REPORT 2015
24
CONCLUSIONS
EGA MASTER + CSR = SUSTAINABLE COMPETITIVENESS FACTOR The future business cannot have the only mission of creating value for the stockholder, but for all its groups of interest, clients, suppliers, workers and institutions. In conclusion, value is created in the society surrounding where we work. We create wealth which reverts in the surroundings, in the society, by generating means to: 1-add value to the client, to the market 2-reward contributors 3-be responsible with suppliers 4-diversify and invest in new means and technology 5-accomplish taxes and duties 6-remunerate the capital 7-reinvest the capital This added value, this generated wealth and distributed among all of them, reverts inexorably in the society. In this way, EGA Master's decision to introduce a CSR model, away from being an additional cost, meant an extraordinary investment with excellent results as we have been able to see (higher motivation for employees, better occupational atmosphere, higher confidence from clients, improvement in corporative reputation and improvement in market and social position) that has permitted EGA Master to become an innovative business with high levels of development, competitiveness and growth, and leader of the sector. Numerous national and international prizes and awards received are a good example of this, many of them impossible to be achieved without a management model based in Social Responsibility. Cooperation with RESPONSE European Project as example of innovative and successful company through socially responsible practices has contributed to show how by these practices it is possible to promote innovation and the success of an organisation, turning into benefits more than costs. What in fact makes especially relevant the experience in CSR is precisely, for companies that introduce it, the correlation with revision and consolidation of its business strategy and help them to improve policies and processes and reinforce their identity and distinction. Corporate Social Responsibility (CSR) is a notion that even today seems too far for a number of SMEs. Many regard it as something linked to big companies or to a series of practices which are not affordable due to their economical and management capacities. They do not regard it as an element of competitive advantage, as a tool capable to generate value in an organisation and even in the society in which is placed. We do our bit to help to destroy the myths about this, demonstrating how by socially responsible practices we achieved the success; practices completely innovative in the metal sector, traditionally taken by men and with a firm structural rigidity. Who would think some years ago that in a business in this sector could work more women than men and not only in offices but also in factories or that a company with an average age under 34 could reach such landmarks thanks to their determined focus on the incorporation of young people in their business project!
