How We Do Business - Customer Communication

8/12/2019 How We Do Business - Customer Communication

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A guide to our Quality, Ethics, Environment and Corporate Social ResponsibilityHow We Do Business


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To select only quality products from quality suppliers

As a distribution business, successful management of the supply chain is critical to ensuring first class

delivery performance and customer service. Only those suppliers that are able to support the achievementof both these objectives are selected. Once selected, ongoing performance metrics determine the suppliers

continued suitability to be part of the Fisher Scientific portfolio. The partnership with our suppliers ensures

that we are able to offer products and services that are constantly evolving.

Meeting Regulatory Requirements

We have management system processes and a dedicated European Regulatory Affairs Team taskedwith keeping abreast of all current legislation. We ensure that we comply with all current laws and

regulations and that we fulfill all our legal obligation in our procedures here at Fisher Scientific.

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QualityOur Commitment to Quality

At Fisher Scientific we are committed to meeting the requirements of our customers.

Underpinning our entire operation from product sourcing and supplier selection, stock control and warehouse

logistics, to order processing and customer service is a commitment to total quality management.

Our company culture creates an environment in which every employee has the opportunity to identify and

implement improvements. We have retained certification to ISO 9001:2008, the specification for a quality

management system. We now have over 15 years history of being a 3rd party audited organisation.

Regularly audited by our ANAB accredited certification body SAI Global, customers can rest assured that

our standards never slip.

To improve Customer satisfaction from first point of contact through to delivery of product

Customers are at the centre of everything we do at Fisher Scientific; listening to their feedback, measuring

ourselves against their expectations and taking action to improve how we serve them in all our customer

touch points. We have a world-class customer feedback programme with metrics for measuring customer

loyalty across the entire company. We use the information gained in conjunction with our key performance

indicators to understand customers preferences and frustrations and adjust our

processes and capabilities to better meet their needs.

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Our quality process is based on our five principles...


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To improve our processes in a continuous and proactive way, with our eye always on the

customer, ensuring that our interaction with our customers is the best it can be

Being financially robust enables us to continually invest in our

future. An example of this is our recent 6 million investment in

our warehouse to improve facilities, layout and organisation.

Additionally our global reach and our continuing acquisitionprogramme matches the growing marketplace created by our

customers outsourcing business to the developing economies.

Continued improvement and innovation is key to our future growth

and we use a practical process improvement (PPI) programme to

drive this within our business. Our PPI programme uses a proven

hands-on methodology, bringing teams of employees from different

areas of the business together to learn the PPI tools and apply them

to a real business problem. Continuously improving our processes

enables us to increase our productivity and to deliver quality

products and services to customers at competitive prices.

Recent projects have included:-

Reducing overdue purchase order lines from 8% to a target of 5%,

this is now running at 4.9%.

Reduce the cycle time for non-catalogue products to 2 days,

this is now running at less than 1 day.

More energy efcient lighting in our warehouse and ensuring lights are

turned off at work nish times reduced energy consumption by 10%.

These are just a small number of the PPI projects we have undertaken that have achieved benefits

for our organisation and customers.

To respect our employees and invest in their training and development

We recognise that our most important assets are our employees and investing in their training and

development is paramount. The Employer of Choice programme has been designed to optimise working

conditions and ongoing access to further training. We also have stringent health and safety policies in place

to safeguard the health and well being of all staff. Employees training needs are regularly assessed against

the requirements of their jobs. Their knowledge and skills are continuously improved with the appropriate

training. By working, learning and developing together we can really achieve excellence and quality in every

aspect of our business.

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Continuedimprovementandinnovationis key to our futuregrowth


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EnvironmentOur Commitment to the EnvironmentAt Fisher Scientific we understand the importance of protecting the environment for future generations. Our commitment to theenvironment is supported by initiatives to reduce energy usage, reduce waste, to use products that are safe for the environment and

to adhere to all legal and regulatory requirements.

We have attained certification to ISO 14001:2004, the specification for an environmental management system. This systemensures that we maintain compliance with regulatory requirements and sets objectives, targets and key performance indicators for

improvements. We are actively building on our environmental initiatives and will continue to work towards sharing best practice

across the supply chain.

Here are some of the ways we are working to protect the environment...

Transportation

Own transport eet

Satellite navigation results in

more efficient journey planning

Backhauling lorries returning

from customers collect from

our suppliers

Use low resistance tyres

offering fuel savings

Use vehicles with air

deectors making them more

aerodynamic

Monitor CO2 emissions per

vehicle on a monthly basis

Use of up to date

teleconferencing facilities to

reduce travel

Use of environmentallyfriendly packaging

Green-llTM packing is

totally biodegradable

Re-use 6000 pulp inserts for

packaging bottles per month

Amber glass bottles and jars

are produced from partiallyrecycled glass and are 100%

recyclable

Provide returnable stainless

steel containers (10 to 1000

litres) for customers

Use recyclable outer cartons

Waste Management

Recycle 85+ % of ourgeneral waste

Recycle 22 tonnes of glass

every month

Collect 40,000 empty bottles

from customers every month

for recycling

Send 13 tonnes of cardboard

per month to mill for re-pulping

Recycle 1 tonne of plastic bagsand film every month

Recycle plastic bottles 1

tonne of HDPE bottles per

month are sent for

reprocessing

Recycle printer and toner

cartridges

Offer a recycling service for

pipette tip packaging

Promote the recycling of old

catalogues

Fully bunded manufacturing

site

All rainwater passes through

treatment plant before leaving

the site

Recyclemore than 85%of our general waste


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Awards

Fisher Scientific has receivedthe Green Apple Award for Best

Practice for our chemical bottle

collection and recycling service.

The Green Apple awards are

given by The Green Organisation,

an independent, non-political,

non-activist, non-profit

environment group dedicated

to recognising, rewarding andpromoting environmental best

practice around the world.

Adherence to legal and

regulatory requirements

ISO 14001:2004 certied

Follow the European directives

RoHs, REACH and WEEE

(Waste Electrical and

Electronic Equipment)

Regulations 2006

In line with the WEEE

regulations Fisher Scientific

is registered with ERP

UK Ltd, which is a

legally approved Compliance

Scheme (Approval Number

WEEE/XP3338PD/SCH)

Fisher Scientics producer

registration number is

WEE/CH0049TZ

We are EU packaging directivecompliant

Resources

Temperature control systems

and boilers have been replaced

reducing our gas consumption

by 30%

Installed electricity

sub-metering which isremotely monitored giving

greater control

Installed eco-lighting and

motion sensors in our

warehouse

Removed hot water tanks and

replaced with on-demand hot

water

Catalogues are produced usingsustainable wood pulp and

recycled paper

Continuously develop and

improve our e-commerce

solutions to reduce hard copy

orders and invoices.

Continuously develop and improveour e-commerce solutions to reduce

hard copy orders and invoices


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EthicsOur Commitment to Employee Ethics

Fisher Scientific, part of Thermo Fisher Scientific requires the highest standards of business ethics and integrity on the

part of all employees. To this end, Thermo Fisher Scientific has adopted and implemented a Code of Business Conduct

and Ethics. Every year each employee is obliged to undertake training on this Code of Conduct and certify that they are

in compliance with the Code.

Our code of conduct respects the rights of the individual, the environment and the law and in so doing fosters a

relationship amongst all signatories of mutual trust.

Our four principal values - the 4 Is - are enshrined in the

culture of our organisation. These are:

Integrity

Honour commitments

Treat others with dignity and respect

Communicate openly and encourage candid feedback

Be accountable for successes and failures

Be a role model for our values

Intensity

Drive to win/win Focus on the desired result

Work with speed, passion, and a can-do attitude

Win with dignity, lose with renewed commitment

Hold ourselves to a higher standard

Innovation

Demonstrate a passion for discovery and learning Raise the bar, push the standard

Recognise opportunities and take risks

Practice continuous improvement

Learn from the best practices

Involvement

Team up with colleagues and with customers to win together

Listen actively; communicate completely Be a role model in everything you do

Think and act globally

Seek out challenges

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Corporate Social ResponsibilityOur Corporate Social Responsibility (CSR) strategy rests on four pillars: Innovation, Operations, Service and Philanthropy.

We develop and deliver innovative and environmentally responsible products to our customers. We emphasise

environmental stewardship, sound financial management, and operational efficiency, while fostering a positive and

sustainable workplace for our employees. We serve the communities in which we live and work with hands-on

involvement through volunteerism and other charitable causes. We provide philanthropic support with the overarching

goal of inspiring students to pursue careers in science, technology, engineering and mathematics, so they will one day help

us fulfil our mission as future employees or customers.

Serving the CommunityFisher Scientific has set up an employee-led Community Action Council organising hands-on

volunteering within our community. We are a member of Leicestershire Cares - which brings

businesses and communities together, for the benefit of all, through employee volunteering.

We have been involved in a number of projects such as supporting pupils with literacy at a local primary school, listening

to children read, and helping them with their learning, providing support for communities through practical group projects

by restoring and decorating a room in a local community centre, clearing overgrown land for use by a school, and carrying

out a shopping trip with blind and partially sighted members of our community.

Recently we have been collaborating with local school children by becoming business mentors and aiding them in

developing their creative and business skills. A group of pupils aged 12-14 were tasked with producing their own product

display at Science World, the Fisher Scientific Laboratory Experience held at Wembley Stadium in April 2012. They

produced an admirable stand and it will certainly be an experience they will take with them into their later working life.

Matching Gift

Through the Thermo Fisher Scientic Matching Gift scheme, Fisher Scientic employees have been involved in a number

of charitable events sponsored walks and runs, cake and biscuit sales, just to name a few. The scheme enables

employees to donate to eligible organisations of their choice with an additional company match of 50% directed to those

organisations.

We serve the communitiesin which we

live and work


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We hope that this document goes some way to highlighting the

commitment that we all have at Fisher Scientific to make the world

healthier, cleaner and safer not just with the products we sell but

in the way we work and manage our business. Our policies and

ISO certificates are available for download from our website:

www.fisher.co.uk

Printed on recycled paper 02102

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How We Do Business - Customer Communication