SUSTAINABLE DEVELOPMENT REPORT 2017-2018 - Guerlain
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SUSTAINABLE DEVELOPMENT REPORT 2017-2018
WELCOME ELYX ! Through his illustrations, in his hand or from behind his camera, Elyx is a social networks character full of enthusiasm and drive, and the official digital ambassador of the UN. He will be popping up throughout our fourth Sustainable Development report to bring a touch of fun to proceedings, thanks to his creator, artist Yacine Ait Kaci. Guerlain was delighted to invite Yacine to our Inspirations Durables event in 2015, and we are proud that he has brought these pages to life with his wonderful illustrations.
ÉDITO
JOINT INTERVIEW
LAURENT BOILLOT
Chief Executive Officer
& SANDRINE SOMMER
Head of Sustainable Development
Laurent Boillot - We are celebrating the fantastic commitment that Guerlain
made ten years ago now, to reinvent the luxury of tomorrow through eco-
design, work to protect the climate by striving to be carbon neutral by 2028,
promote self-esteem for all women and protect biodiversity, bees in particular.
I believe that we are now arriving at a turning point in our sustainable
development strategy. We are proud of what we have done, but we're well
aware that we have achieved only "the easy bit". From now on, we are going
to have to face genuinely "challenging" issues, especially in terms of the
climate. It's a massive part of sustainable development, but it's so complicated
to tackle in an industry like ours. For example, as transportation is still one of
our main sources of CO2 emissions, we have implemented a rail alternative
to carry our products to China, an excellent compromise between slow
shipping by sea, and air freight which creates massive pollution.
Sandrine Sommer - I have noticed some real determination over the last ten
years from all our employees, as we work together to reduce our impact on
climate change. In 2011, we decided to find support in the shape of the
ISO standard 14 001 to measure our efforts, raise awareness and set up
teams who were given environmental challenges. Little by little, first France,
then several European affiliates, Italy and Portugal were certified in 2017.
By 2021, the objective is that all our affiliates will be certified.
-2- -3-
E D I T O E D I T O
Laurent Boillot - The second key challenge is eco-design, creating our We have met many people who are totally devoted to the cause, and that
products while making no compromises on Guerlain's quality and luxury encourages us to bring together more diverse players, and take the issue to
standards. Because while luxury products must be innovative, creative and the highest level, ensuring everyone knows what we are doing.
excellently crafted, environmental performance is also an essential factor. In In terms of solidarity, social and societal commitment are one and the same
2017 we accomplished great things with one of our key products, Orchidée at Guerlain, with generosity and sharing being key values for our employees.
Impériale Cream. We had to "break with convention" and completely We intend to continue this drive by promoting self-esteem through our support
redesign the packaging. With a more organic design, we reduced the for the associations Belle & Bien, Restos du Cœur and Laurette Fugain.
weight of the jar by 60%, and this alleviated over half of the product's carbon I’m proud of all the initiatives undertaken, and the programme's emulation by
footprint. With this successful step forward in eco-design, we became one others is continually more and more inspiring.
of the key players in the luxury market, an innovative pioneer.
Laurent Boillot - « Au Nom de la Beauté » la Maison Guerlain est engagée
Sandrine Sommer - We have also focused our efforts on the transparency et continue à se tourner vers l’avenir, avec la détermination et la créativité
and traceability of our products. We have set up a digital platform, Bee qui sont les siennes. Et notre mission est plus que jamais de contribuer à la
Respect, which is a hub for all the information about the origins of our ingre- beauté de nos clientes, à la beauté de nos produits et à la beauté de notre
dients, where they come from and how they are made and distributed, right planète.
through the end of their lives. This platform is a precious tool that is constantly
being improved internally, from meadow to boutique.
Laurent Boillot - Bees feature heavily in biodiversity, and are the symbol of
Guerlain, connecting us with nature and the exceptional raw materials that LAST MINUTE
we use. Bees are one of the environment's greatest treasures, and they are
now under serious threat. We have created several programmes and
partnerships to protect and conserve the bees, including the Sustainable A STRONG SYMBOL FOR THE HOUSE
Development sponsorship programme and the Brittany Black Bee Conserva-
tory Association on the island of Ushant. We have also been helping the
OFA (French Apidology Observatory) to develop the stock of hives in Europe, In June 2018 Sandrine Som-
and to promote the rare and precious occupation of bee-keeping. A new mi- mer was appointed to the
lestone was put into place when Guerlain organised and hosted the first edi-
Executive Committee by
tion of the Bee Seminars at 68 Champs Elysées, which brought together the
greatest French specialists on the issue, and was a first for a private player. Laurent Boillot. A promotion
that reflects the President’s
Sandrine Sommer - Indeed, we wanted to create the Bee Seminars so that determination to even more
we could bring together the best experts in the field, determine a context and place environmental and
work on how to resolve the major challenges. Given the success of the first
societal commitment at the
edition, we decided to continue with the project and make it an ongoing
event, with a real purpose and an international reach. heart of our strategy.
-4- -5-
C L I M A T E E C O - D E S I G N
PROJECTS AC HIEVED AMBITIONS PROJ ECTS AC HIEVED AM B ITIO NS
60% LIGHTER PERFUME By 2020
50%
TRANSPORTS LA RUCHE
FOUNTAINS
1st 100% electric
innovative lorry
An ambassador The new eco-designed
packaging for the Our iconic Bees
100%
NEW GUERLAIN PRODUCTS
to supply our Paris site and REDUCTION IN OUR CO2 EMISSIONS 4th generation of Orchidée bottles can be WILL BE ECO-DESIGNED
stores BY 2020 COMPARED WITH 2007
Air-Sea ratio: maritime freight
a testament to Impériale Cream had its
refurbished for life
is constantly growing our commitment
CARBON
jar lightened by 60%.
100%
THE 1ST FRAGRANCE AND COSMETICS HOUSE NEUTRAL 1ST HOUSE
to offer clients to return their empty packagings
TRACEABILITY
FOR ALL OUR PRODUCTS, THROUGH BEE
by 2028 for Guerlain's 200th anniversary.
to be certified "Engagement Biodiversité et Climat" (biodiversity to CEDRE, the sorting and recycling platform RESPECT, OUR DIGITAL PLATFORM FOR
(scopes 1 – 2 – 3) TRACEABILITY AND TRANSPARENCY
and climate commitment) by ECOCERT ENVIRONNEMENT created by LVMH
10 Y E A R S O F C O M M I T M E N T , 10 Y E A R S O F P R O J E C T S
SUSTAINABLE DEVELOPMENT AND NEW AMBITIONS
PROJ ECTS AC HIEVED AMBITIONS PROJ ECTS AC HIEVED AM B ITIO NS
100%
SINCE 2011 SUSTAINABLE
INDUSTRIES
SINCE 2004
A sustainable research and
sponsorship partnership contract
has been signed with the Black
To protect
our iconic raw
OF OUR ICONIC RAW
MATERIALS DERIVE FROM
Partnership with the 100%
Bee Conservatory Association SUSTAINABLE INDUSTRIES Belle & Bien association, the French GUERLAIN AFFILIATES
on the island of Ushant. materials WORKING WITH
affiliate of Look Good Feel Better,
LOOK GOOD FEEL BETTER
BEES BEES which helps women with cancer ALL AROUND THE WORLD
Partnership with OFA (the French Apidology Observatory) to protect bees. BECOME THE LEADING HOUSE to recover their self-esteem (or a similar NGO) By 2020
Creation and organization of the Bee Universities in order to find solutions IN BEE PROTETION AROUND THE WORLD
to protect bees and pollinate best practices
B I O D I V E R S I T Y S O L I D A R I T Y
-6-
B I O D I V E R S I T Y
PROTECT THE BEAUT Y
OF THE WORLD
Achieving our objective is essential to ensure that our exceptional raw materials and creations are of
high quality and sustainable. It's about having a sense of purpose. Devoting ourselves to preserving and
protecting the world's beauty gives real meaning to our ambitions. What's behind our commitment to
biodiversity? Guerlain strives to enhance the beauty of its customers, the beauty of its products, and the
beauty of the planet.
Protecting the bees may seem a natural decision, because this imperial symbol has been our identity since
1853, when Pierre-François-Pascal Guerlain created a citrus-scented Eau de Cologne for the Empress
Eugénie (on the occasion of her marriage to Napoleon III). The bottle was engraved with her majesty's
coat of arms and displayed the Bee, which is the symbol of the Emperor. Since then, bees have been
inspiring Guerlain creations and adorning its most precious bottles. This sentinel of the environment is now
under serious threat, it is a guiding light for our sustainable development work, because it is the source of
our exceptional raw materials. We have created several programmes based on bees.
We set up the Sustainable Development sponsorships for several of our iconic raw materials channels, and
we are committed to continuing this approach with each new creation. Our commitment is ongoing and THE FIGURES
built to last. Our vision of the future drives us to reach our most ambitious objectives, such as obtaining global
certification for our "Biodiversity and Climate" initiative in 2021, an "accolade" that was won by a French 1 st
Become the leading house
Fragrance and Cosmetics House for the first time in 2016.
in bee protection
-8-
B I O D I V E R S I T Y
«
It takes more than 15 years to be able to extract the best quality essence from inside the tree. San-
dalwood is undoubtedly in no hurry, luxury takes its own time... »
Just like the generations of perfumers before Indian people have harvested so much of it that
him, Thierry Wasser travels the world finding there is almost none left, and yet its consumption
exclusive materials of exceptional and consis- is still growing.
tent quality.
AT GUERL AIN , UNIQUE CULTIVATION
INTERVIEW WITH OUR PERFUMER Four years ago at a trade fair, I came across a
OUR PERFUMER THIERRY WASSER small booth manned by the government of
"At Guerlain we use around 900 raw mate- Western Australia. I contacted the company in
IS A BIODIVERSITY rials, and whether they are natural or synthetic Perth, and spoke to its director, a Frenchman who
it is vital that we have complete control over them. Sourcing used to work in perfumery. The first samples he sent me did not
"EXPLORER"
these materials is a demanding task, because we must always live up to my expectations, but I decided to make the journey to
make sure that they are of high quality, as well as being avai- visit him. I analysed the quality of the branches, trunks and roots,
lable. We must also make sure we are very careful about how and studied the essences around the trees, because sandalwood
they are harvested and distilled. needs to be "well supported" in order to develop.
I spend about a third of my time travelling, sourcing materials. After a week of discussions, recommendations and sharing expe-
Knowing the field is essential if you want to be a responsible riences, we worked together to create a Santal Album essential
buyer, and create new human experiences that will give rise oil that would meet the quality standards required by perfumery.
to meaningful partnerships. We were the first to believe in their project, and together we es-
tablished a new ethical, sustainable and high quality channel for
For Guerlain, creation can only come with social development this exceptional raw material which features in our fragrance for
and respect for the environment. Nature provides perfumers with women, Mon Guerlain.
a precious heritage that they must preserve and hand down. The It takes more than 15 years to be able to extract the best quality
procurement of sandalwood is still a big challenge. For a long essence from inside the tree. Sandalwood is undoubtedly in no
time, the "mother" of all sandalwood sources was India, but hurry, luxury takes its own time... »
- 11 -
B I O D I V E R S I T É B I O D I V E R S I T É
BEE SEMINARS:
INTERVIEW WITH THIERRY DUFRESNE LATEST A MOUTHPIECE FOR "OUR BEAUTY QUEENS »
C HAIRMAN AND FOUNDER OF THE FREN C H APIDOLOGY OBSERVATORY
The "Bee School" has had its official launch: it is a programme to To share its commitment and find ways to help save both
raise awareness in children about protecting bees, and is driven
domestic and wild species, Guerlain launched the first edition
by Guerlain employees. Training for volunteers will begin in France
of the Bee Seminars in June 2017, and the event now attracts
from September 2018, and will then be extended to all countries
where Guerlain is active. By 2020: our objective is that all our the top specialists on the issue every year.
teams around the world will become bee and biodiversity ambas-
sadors for young people in primary schools, so that children un- The first edition shone a light on how fragile bees and ecosy-
Since 2015, Guerlain has been a patron of SCIENTIFIC RESEARCH derstand the importance of bees and how vital it is to protect them, tems are, while the second, held in June 2018, highlighted the
the OFA (French Apidology Observatory), AND THE REALITY IN THE FIELD and how to identify the simple and effective actions they can take.
positive solutions that have been put forward by scientists,
and has pledged to support founder Thierry In terms of research we are making progress, but public authorities and businesses.
Dufresne in his ambition to train 30,000 new what we have learnt needs to be confirmed over
«
beekeepers in Europe and create 10 million time, and we must remain humble and cautious.
new bee colonies by 2025. We are currently selecting strains of larva that are «
From its base in the Sainte-Baume mountain resistant to varroa, which would mean breeding
"We must always remember that pollination is an agreement
ridge in the Var, the OFA develops scientific more resistant colonies, and reducing bee morta- with nature, and must be preserved at all costs...
research programmes and breeding and selection techniques. lity, which affects around 30% of the population, sometimes more
It also manages a professional training programme that offers depending on the region.
graduates the chance to obtain a state-approved certificate,
in partnership with the Agricultural Training and Promotion
Centre in Hyères, which is connected with the French Ministry
GUERLAIN, A LONG-TERM COMMITMENT
Guerlain's commitment, while still an exception in the Luxury world,
Sowing seeds for bees !
for Agriculture. involves an investment from the highest echelons of the House. In
addition to the undeniable cosmetic properties of hive products, The 1,300 employees at Guerlain in France made a pledge to the
Guerlain supports the OFA in its scientific research and with raising "Des Fleurs pour les Abeilles" (flowers for bees) campaign, initiated by the
« PROTECTING BEES MEANS PROTECTING PEOPLE awareness about the issue: in France, we are still a long way from OFA. On 20 June 2017, they sowed honey plants that produce the nectar
As such, the OFA carries out studies on how bee behaviour is understanding all the potential health benefits of hive and bee and pollen that the bees require, to contribute to a replanting programme
changing with the impact of pesticides and parasites on their products. The commitment shown by Guerlain and all its em- involving a billion flowers for bees. Sachets of seeds were donated by
health. These analyses will create opportunities to evaluate how ployees is a wonderful source of hope that we can protect our Guerlain so that everyone could take part in the event.
similar diseases may have an impact on humans. precious bees. »
- 12 - - 13 -
É C O - D E S I G N
REINVENTING
THE LUXURY
OF TOMORROW
Thinking differently, changing industrial approaches and simultaneously initiating more value creation:
eco-design meets all these objectives. It also helps to continue with Guerlain's transformation into one of
the most responsible Houses by 2028, when we will celebrate its bicentenary and in doing so, must
reinvent the luxury of tomorrow.
As a source of innovation and creativity for our teams, eco-design illustrates our commitment to Sustainable
Development with an ambitious goal: 100% of our new products will be eco-designed by 2020. For several
years, we have been developing products in a way that limits their impact on the environment at each stage of
their life cycle, from the design stage through to the end of the product's life. With a view to continuous impro-
vement, we must be able to quantify our progress, and that is why each new development is scored using an
EPI (Environmental Performance Index calculated using Edibox software, managed by the LVMH Group).
The index is then shared and discussed with the Sustainable Innova-
tion Committee, which meets quarterly with Guerlain's Marketing, THE FIGURE
Merchandising and Packaging Development Departments - which
was set up to accelerate and multiply eco-design projects. As such,
developments regarding the "Bees" bottle, which has always been
100%
All of our "Bee" bottles can
refillable, and can now also be refurbished, have been huge suc- be refurbished for life in Guerlain
cesses in our Paris-based Guerlain Parfumeur stores, which are set Parfumeur stores
to be rolled out internationally.
- 14 -
É C O - D E S I G N
NEW ECO - DESIGNED BOTTLE,
A HUGE SUCCESS
The main challenge for 2017 was the creation main goals is that all our fragrances should be pre-
of a new eco-designed bottle, as presented sented in eco-designed glass bottles with screw
by Ann-Caroline Prazan, Fragrance Marketing caps by 2020. It is a major challenge, and we
Director for Guerlain, and Artistic Director at are pouring all our energy and daring into shoul-
68, Champs Elysées. dering this environmental responsibility.
« In 2017, we 'repackaged' some of our fragrances for women, COMING SOON: A NEW FRAGRANCE
both for greater clarity and to improve our sales, it can't be denied, AND A NEW COMMITTED SPOKESPERSON
but also as part of a Sustainable Development initiative that began La Petite Robe Noire will also be given a new eco-designed bottle
11 years ago at Guerlain. Because being socially and environ- in 2020.
mentally responsible is also a market opportunity. It's a risky busi-
ness, but it's vital, and we're staying on course. We have many Finally, our forthcoming launch is perfectly in line with this
loyal customers, and there was never any question that we would approach, because it is a completely eco-designed fragrance,
disappoint or lose them. We're now seeing that we succeeded in developed hand-in-hand with Sandrine Sommer, Sustainable
rising to the challenge. The screw-cap "Bees" bottle and our per- Development Director, and her team. It will be represented by a
fume fountains used to fill them illustrate this approach. We are a new spokesperson who is also known for her commitment, as is
luxury house, which aims to reduce its environmental impact while the case with Angelina Jolie for Mon Guerlain. Angelina is the
staying faithful to its traditions. In addition, the bottle is more perfect embodiment of an inspiring woman who is able to talk to
"eco-friendly", it is lighter and has no lacquer or tinted glass. women about her disease, her failures, and her humanitarian
"As for Samsara fragrances or the Insolence range. One of our commitments around the world. "
- 17 -C L I M A T E
COMMITTED TO THE CLIMATE
Reducing its carbon footprint will be the biggest challenge that Guerlain has to face in the years to
come. For a high-performance company in an industry like ours, the design and transportation of products
is a major challenge. Setting ourselves the objective of halving our carbon footprint by 2020, while
aiming to be carbon neutral by 2028 is a difficult and engaging challenge.
Transportation is the main source of our greenhouse gas emissions, which makes it a key focus for our
climate-conscious House.
We are working with our affiliates to prioritise maritime transport over road and air transport, as it pollutes
less. As a result, the percentage of our shipments exported by sea has been increasing steadily for three
years. In 2017 unfortunately, we only achieved 55% of our shipments by maritime freight, due to the fast
resupply to satisfy significant demand for our new fragrance Mon Guerlain.
In addition, to reduce our CO2 emissions in France, we are still supplying our Paris-based stores with a
zero-emissions road network using Bourdon, our electric lorry.
THE FIGURES
0%
We are aiming to be
carbon neutral by 2028
Le Bourdon, notre camion éléctrique
- 18 -C L I M A T E
INTERVIEW WITH PATRICE BROS, DIRECTOR OF L A RUC HE
Since its creation, Guerlain has produced all its
fragrance, skincare and cosmetics in France. so when I arrived at the plant in Chartres it was
As a major player in Cosmetic Valley, Guerlain quite a shock, in the positive sense of the word,
has two production sites, including La Ruche, obviously! Not only had La Ruche been
which has produced our ranges of skincare designed to reap the benefits of daylight, which
and make-up since 2015 in Chartres. In terms helps to save electricity, but with the earth-to-air
of Guerlain's large-scale carbon plan, the heat exchanger, there is no need for air conditio-
21,000 m2 building known as "La Ruche" ning, which is a big CO2 generator. This
among the teams themselves, plays an essential exchanger takes air from the ground where it is
role. This recent design is set to be extended, cooler, and diffuses it through the office space.
while continuing current efforts to reduce its carbon footprint The plant is also a tool that encourages its 350 employees to
without veering from Guerlain's golden rule: "Make excellent make a commitment to the Restos du Cœur, or the Belle & Bien
products, never compromise on quality". Patrice Bros, the new association who support women with cancer.
Director of La Ruche, explains what appealed to him about
Guerlain's approach, and gives a brief overview of its Gas consumption is still one our most significant sources of emis-
LA RUCHE successes. sions. We are currently working on this issue, with our equipment
configured to be as efficient as possible, with settings fine-tuned
THE CENTRAL « Factories are both the cornerstone and the spearhead of Guer- for optimum production, in terms of heat or cooling cycles for
FOCUS lain's environmental and social strategy. "Sustainable develop- example.
ment" at Guerlain can be seen and experienced, and we act on Information about the work we do is shared regularly with our
OF OUR it, it's very tangible. Some genuine decisions have been made, employees and various events are organised, such as the Solar
and that's down to a Chairman with vision, I'm completely "on Impulse race, which was held in our car park, so that their
CLIMATE board" and I wholeheartedly support and follow his decisions, solar-powered cars could be recharged. All of this helps to nurture
and the organisation he has put into place. It's reassuring to work the brand's culture and values, the beauty of its products, and
S TRATEGY
in this environment, where there is real concern for humanity and general well-being, alongside a genuine social and environmental
commitment. I'd worked in the United States before, responsibility. »
- 21 -S O C I E T A L R E S P O N S I B I L I T Y A N D S O L I D A R I T Y
3 INSPIRIN G WOMEN
DELPHINE HOFFMANN mother smiling and beautiful as she comes is a responsible and exemplary business part-
Development and Partnerships into the room, "just like before" said a little ner. Well done and thank you to all the
Director for the association boy! We came together and helped" teams for their unswerving support. »
Laurette Fugain recharge the batteries" of these women
who cope with anything and everything SARAH LAMOUREUX
« Every year, the Laurette Fugain associa- while they are also dealing with disease. Sponsorship and Partnerships Manager
tion carries out many different projects wi- A big thank you to Guerlain! » for the Restos du Cœur association
thin haematology departments to support
patients and their loved ones as they go RÓISÍN DOCKERY « The beauty workshops we have organi-
SOCIETAL COMMITMENT through the long healing process. Right Director of the association Belle & Bien sed for the last four years with Guerlain are
from the start when we met the Guerlain an extraordinary experience for almost
teams, the idea of coming together to pro- « "In the name of beauty, Guerlain has joined 1,000 women who come to our centres in
vide patients with an opportunity to be forces with the Belle & Bien association to Paris and around France, and for our volun-
pampered made perfect sense. It quickly give meaning to beauty. " teers as well.
became a wonderful project, designed to For 14 years now, our common goal has
provide a bubble of relaxation and been to allow women undergoing treatment It is an opportunity to talk, relax and enjoy
beauty for the mums of children in hospital for cancer to recover confidence and self-es- the company of friendly, motivated and ef-
Our Company considers social responsibility as being key; this means looking beyond its interests and and caregivers. teem through free skincare and beauty works- ficient Guerlain employees... it's a refres-
supporting associations whose projects reflect the Company's values. hops. hing break and something to enjoy during
This interest in going further is evident throughout the world through many different initiatives, including the In a warm and caring atmosphere, with a a challenging daily routine. These beauty
"Journée Engagée" (commitment day) which began in 2015. Guerlain set aside this day, which was on a listening ear lent by Laurette Fugain volun- This support goes beyond the frontiers of our workshops help boost self-esteem; they en-
teers and the Guerlain teams, all the business, because Guerlain is also involved courage the women who come to them to
volunteer basis, and teams committed to it in terms of an environmental or social challenge that needs to be
women enjoyed their experiences. The with several branches of the international net- regain confidence, which is important for
resolved.
natural complicity between the Guerlain work "Look Good Feel Better", of which social and professional integration.
In France, we are strengthening our support for three associations: Belle & Bien, Restos du Cœur and the teams and Laurette Fugain made the at- "Belle & Bien" is the French branch. Guerlain Other Guerlain employees get involved to
Laurette Fugain association. Guerlain believes in the magic of an encounter, the strength of joint projects, mosphere on these days repaint centres and make
and the wonderful stories that spur us on to innovate, think differently or give rise to partnerships. even more magical. The the welcome more plea-
funniest one of the won- sant and friendly. Every
A FEW FIGURES derful outcomes of this year, this partnership is
project is the dazzling a wonderful example of
smile on the face of a solidarity. »
14 years of support for Belle & Bien child who sees his or her
1 year of partnership with the Laurette Fugain association
5 years of commitment to the Restos du Cœur Guerlain was fortunate to be able to meet and talk to Véronique Colucci, who passed away earlier this year.
We would like to thank this incredibly inspiring woman for everything she did.
- 22 -S O C I E T A L R E S P O N S I B I L I T Y A N D S O L I D A R I T Y
INTERVIEW WITH ANGÉLIQUE CLEZARDIN
CRS PROJECTS MANAGER
Social and societal commitment are one and the same at Guerlain,
and intrinsic to its employees' values, along with generosity and sharing.
"Guerlain's dedication to boosting self-esteem have organised beauty breaks for Mother’s Day.
and providing support for those who need it For two weeks, in two centres both in Paris and on
shows that the brand wants to give something its outskirts, as well as in other regions of France,
back to society, and our ambition in terms of so- our employees attend centres to hold make-up
cial and societal responsibility is based on a sessions for women and treat them to a little pam-
deep-seated respect for people and for the com- pering. We also decorate the premises and
mitment of our employees. I am so lucky to be- every year we repaint a centre in Restos du Cœur
long to an organisation that holds this issue in colours. To finish, this year we set up a partnership
such high regard, and pours such energy into it, with the Laurette Fugain association and we hold
without being afraid of breaking convention. In its base notes is in- make-up and massage workshops for the mothers of children in
novation, and in its heart notes, people. My daily occupation in- hospital and for caregivers in the haematology and oncology
volves managing all our "support" partnerships, especially the department of the Trousseau hospital.
beauty workshops, which come under the umbrella of Guerlain's
"Journée Engagée" initiative: a day off from work offered by Guerlain employees sometimes feel uneasy about going outside
Guerlain to its employees so they can volunteer to support one of their emotional comfort zones, but once they have the experience,
A FEW FIGURES the causes it supports. they are amazed by its intensity, and by the pride they feel when
For the last 13 years, I have been working with the association they see the smiles on the faces of the women, and the comfort
More than 1000 women received make-up
Belle & Bien to provide beauty workshops, which provide women they are providing. I’m proud of all the initiatives undertaken, and
sessions in 2017 in the Restos du Coeur
and Laurette Fugain beauty workshops undergoing treatment for cancer with skincare and make-up ses- the program's emulation internally has been inspiring. Beauty takes
sions. Our volunteer make-up artists and beauticians first receive on its full meaning, and has an important and useful role! Indivi-
145 employees psychological training, organised by the association, before they dually, it's so wonderful to be able to contribute, even in a small
were involved in the two initiatives hold beauty workshops throughout the year in Paris hospitals. We way, to such amazing and ambitious projects. My aim is to get
have been supporting Restos du Cœur for the last four years, and every single one of our employees involved in our support work! "
- 25 -C O M M U N I C A T I O N A N D S H A R I N G
68 C H A M P S - E LYS É E S ,
THE SYMBOL OF OUR COMMITMENT
Guerlain at 68, Champs-Élysées embodies a dream as much as an ambition. Exclusive creations and the
Institut (which provides unprecedented bespoke treatments) truly embody the French 'Art de Vivre' thanks to
our passionate and dedicated teams who ensure that our guests experience rare emotions. Jacques Guerlain
used to come down from his office at 68, Champs-Élysées to listen to his customers' comments, to encourage
them to try new products and note down their impressions. This Store is a testament to Art, and to the artists
and artisans who showcase our unique Company all over the world.
For summer 2017, we decided to lend 68 to the imagination of a committed visual artist. Célia Pardini
occupied the space with her awesome decoration created from our packaging materials that she recycled
with enormous skill and transformed into Californian poppies. Her decorations used only cardboard, and
required more than 3,000 hours of painstaking work, involving cutting, painting and sculpting this raw
material, over which she applied non-polluting paints and varnishes.
Through her hyper-realistic cardboard sculptures,
the artist questions how we consume packaging
«
- 26 -C O M M U N I C A T I O N A N D S H A R I N G
PROTECTING THE BEES HAS GENERATED one felt like they were doing their own small part to promote bio-
ENORMOUS ENTHUSIASM diversity.
The 'sowing seeds for bees' campaign was a great success. In Through Sustainable Development, we are sharing, and sharing
STORE COMMITMENT:
June we handed out sachets of seeds for honey plants so that is the very essence (regardless of the pun) of Guerlain.
TRANSPARENCY AND TRACEABILIT Y our beauty advisors could help "feed" the bees. We received "Develop, protect and share" is the powerful motto that is our
lots of photos of the resulting plants from our advisors, and each cornerstone. »
Beauty Advisors in our stores strive to highlight the sustainable its content, and the explanation given about our eco-design initia-
development initiatives undertaken by Guerlain and to provide tive was appreciated by the small revolution it could have gene-
answers to customers' concerns as they become better infor- rated among very loyal consumers.
med. Sandra Kanawati, Retail Director France, and Delphine
d’Eramo, Retail Manager for the network of Paris stores. BEAUTY ADVISORS REQUEST
INFORMATION AND TRAINING
"Our customers are understanding more and more, whether by ON OUR PROJECTS
educating themselves or by reading articles in the press. They are Our advisors are very keen for more information and events that
seeking out transparency and it's a major recent trend. For several could bring them together and help them to promote Guerlain's
years, annual training courses have been organised with a pre- commitments. This is a positive sign!
sentation from our Sustainable Development department, on all They want to be proactive on Sustainable Development and re-
the issues that our customers value, from packaging to traceability. quest that these commitments be given even more visibility, with
The eco-designed Orchidée Impériale packaging, that was laun- films, displays and exhibitions for our customers. They particularly
ched in 2017 and involves a lighter love the decision to take on Angelina
and smaller jar, was very well recei- Jolie for the Mon Guerlain fragrance,
ved by our customers because it who donated all her earnings from
was excellently presented by our the project to her charitable founda-
beauty advisors, who were them- tion. Others have requested that we
selves supported by the Sustainable share more information about the be-
Development department ahead of nefits of our "Perfume Fountains" to refill
time. As the jar appears to be smal- the "Bees" bottles, explaining that not
ler, the only questions were about enough customers know about them.
- 28 -C O M M U N I C A T I O N A N D S H A R I N G
One of our loyal Parisian customers, Chrystelle Trani,
shares her thoughts on Guerlain's commitment
SOCIAL COMMITMENT
A W O N D E R F U L WAY T O C O M M U N I C AT E
« Guerlain is all about sharing ». I have "followed" Guerlain ever since I was a child. My great-grandmother and grand-
mother both wore the House's fragrances. My great-grandmother used to say: "There is only one place we can go
together", and that was Guerlain. She used to wear Shalimar, and I wear it myself sometimes too, then l'Heure Bleue
« Sharing our sustainable development initiatives is not a constraint,
became one of my favourites.
but a way of building on our communication channels »
I have kept all my grandmother's bottles. They remind me of the strong values of sharing, luxury, and obviously have
huge sentimental value. I am continuing this unique relationship with my daughters. They've actually been able to take
part in a perfumer workshop held in the Champs-Elysées store. They loved it! Their father let them choose their favourite
fragrance and treated them to a bottle of it. The issues of commitment and sustainability have been important to me for
a long time, and I experienced what Guerlain is doing first hand when I took part in my first Odyssea race in aid of the
association Belle & Bien, which is supported by Guerlain.
Interview with Isabelle ARTUS, vironmental and social challenges must be ad-
Guerlain's Editorial Director dressed in a rational manner within the Company Its commitment to sustainable development is sincere and long-lasting. I remember that
(measurements, indicators, roadmaps, etc.), how I could refill my mascara tubes as far back as ten years ago. A beauty advisor told
Sustainable Development is a unique issue that we choose to talk about these topics and asso- me about the service quite spontaneously.
produces original ideas and thoughts, and it's ciated initiatives can be more emotional. Similarly, I was recently able to refill a refurbishable Bees bottle and was delighted to
one of Guerlain's main communication priorities. be able to share this incredibly elegant and ecological experience with my husband
It's great to take action, but we need to know how to share what TAKING ACTION WITH AN EVEN GREATER by giving him a bottle as well.
we do! AMBITION AND INITIATING A VIRTUOUS CIRCLE
For the last two years, with each product launch and design, press This is especially true for a historic Beauty Company like Guerlain. We no longer have any choice in the matter; we must all consume more intelligently,
relation "guidelines" are automatically associated with correspon- The press loves stories about sustainable industry and our iconic and it must be a bigger and more visible part of our daily lives. Even at Guerlain,
ding environmental commitments with regards to how the perfume, materials. There are many different angles for them to take, which I believe to be a pioneering and inspirational luxury player.
skincare or make-up product has been designed to protect the because from France to Asia and Australia, we support various
environment. And our communication teams, both in France and approaches to cultivation with many different advantages, for the A bottle is precious, like a jewel, that's why it's essential to refill it. Because it is an
internationally, couldn't be more enthusiastic about this. While en- raw materials which go into our products. object to be treasured. »
- 30 -C O M M U N I C A T E A N D S H A R E
GUERLAIN & WOMEN
A LOOK BACK ON THE HISTORY OF PHOTOGRAPHY: for her various series tackling the issue of the feminine archetype
WORKS BY WOMEN AS SEEN BY WOMEN through her images of models, Valérie Belin created an enigmatic
Ann-Caroline Prazan, Artistic Director at 68 Champs Elysées, ex- work entitled Liberty, which echoes Delacroix's Liberty Leading the
plains that one of the highlights of 2017 was "a unique exhibition People, as well as making reference to Italian Art Nouveau, rich
in partnership with the MEP (Maison Européenne de la Photogra- in floral motifs which recall the world of Guerlain.
phie), an accelerated potted history of photography over the last
five decades, in 24 images created by 15 women photographers: A CYCLE OF CONFERENCES FOR WOMEN
works by women, as seen by women." From the activist Gisèle Alongside this exhibition, we have decided to give women a
Freund to the reporter Christine Spengler, including fashion pho- mouthpiece to talk about women, through a series of conferences
tographer Dominique Issermann and legendary authors such as held at '68'", explains Ann-Caroline Prazan. "Five conferences
Sarah Moon, the series of images is a response to an original were organised for 2017, designed both for customers and
creation for Guerlain by artist Valérie Belin. The exhibition ap- women who are interested and curious in what we are doing.
proaches feminism through a portrait of Simone de Beauvoir by This generates lots of opportunities for debate and questions, and
Gisèle Freund; social issues with prostitutes from the Goutte d'Or my impression is that we are forging some strong bonds. 'Gene-
area of Paris with Martine Barrat; femmes fatales with Irina Io- rosity' is a word often used by the women who attend these
nesco, beautiful strangers with Dolorès Marat, and a series of por- events, and that's perfectly in line with Guerlain's ethos, which is
traits featuring the young generation with K-Pop. first and foremost about creating emotion. The sessions include
"How to succeed as a woman in the art world", led by Parisian
In a counterpoint to this look back on women through history by gallery owner Magda Danysz. Given the popularity of this se-
women, Guerlain commissioned the artist Valérie Belin to produce ries, other conferences have been organised for the years to
an original work that would continue its momentum. Recognised come, with more committed and inspiring women."».
Valérie Belin, Liberty, a work produced for Guerlain, 2017. - 33 -C O M M U N I C A T I O N A N D T R A N S M I S S I O N C O M M U N I C A T I O N A N D T R A N S M I S S I O N
GUERLAIN’S CSR POLICY
We hope to increase these initiatives in the future
AROUND THE WORLD
as they are a source of pride and cohesion in-house.
Three General Managers of our subsidiaries give us
«
a quick overview of how they communicate Guerlain’s commitment
Enrico Sorenti Sandra Vogeler
Brand General Manager Guerlain Italy Brand General Manager
Wherever Guerlain is present around the world, our subsidia- For the past five years, Belgian employees have also supported « Guerlain Italy has been certified ISO 14001 and “Commitment Guerlain Espagne
ries enthusiastically implement our environmental and social the MCE association (Missing Children Europe) with an annual to Biodiversity & Climate” since 2017.
strategy. Our priorities are to achieve ISO 14001 certification solidarity run. Our involvement has continued to grow. In particular, over the « Guerlain Spain was certified
in all markets by 2021 and to form regional partnerships with The subsidiary’s new offices were designed with sustainability in past few years we have trained our Beauty Advisors in Sustaina- ISO 14001 and “Commitment to
the Look Good Feel Better association and organisations wor- mind, with a number of new initiatives welcomed by the team with ble Development using e-learning modules. In 2017, we celebra- Biodiversity & Climate” in 2016.
king to protect bees. open arms: the well-being and ecology survey, weekly organic ted Bee Day for the very first time and in October we signed a We formed a local partnership
fruit baskets, and free tram tickets to encourage our employees to partnership with Seba&Vale, a local beekeeper. We also sup- with Ponte Guapá te Sentir
As well as local initiatives! adopt environmentally friendly forms of travel. ported CBM Onlus, the largest international humanitarian orga- Mejor (the Spanish branch of Look Good Feel Better) by dona-
nisation working to prevent and ting products and volunteering our time.
Guy de Beaugrenier To help to protecting the bees, we formed a part- treat blindness and disabilities in
Brand General Manager Guerlain Benelux nership with the Beeodiversity Association in 2017, southern Europe, by selling co- The launch of the Bee Day celebrations was a great success.
« Guerlain Benelux was the first subsidiary to be which we launched with an in-house awareness branded Guerlain products over
certified ISO 14001 in May 2013 and has conti- session that took the form of two breakfasts. The one week in November to raise To help in the fight against climate change, we acquired a
nued to roll out numerous environmental and so- first was organised “without bees” and the second funds. fleet of hybrid vehicles. We hope to increase these initiatives
cial actions ever since. The subsidiary is “with bees”. This also provided the opportunity to We have sown the first few seeds in the future. They are a source of pride and cohesion
implementing the partnership with the Look celebrate Bee Day for the first time, as well as the of actions that we wish to develop in-house, and provide an extra touch of soul when communicated
Good Feel Better Association on a local level. “Sowing Seeds for the Planet” further. » to our clients! »
- 34 - - 35 -S T E E R I N G C O M M I T T E E
DARE TO COMMIT
WORKING TOGETHER TO MAKE A DIFFERENCE A DEDICATED STRUCTURE
Guerlain's sustainable development policy, supported and TO INVOLVE ALL EMPLOYEES
implemented on all levels by our CEO, involves our employees, We decided to structure our environmental and social approach
clients, suppliers and society more generally. by creating a Sustainable Development Department and a Steering
Committee comprising 18 people from each department in the
From the outset, Sustainable Development became a common Company. Each person is responsible for drafting and deploying
project in which all teams were involved, and the entire company an action plan for their site or their department according to their
has rallied around this common cause. area of expertise and a specific objective, which is defined annually.
This type of organisational approach ensures that we cover all the
The House was identified as a pilot in the LVMH Group's envi- Company's activities in a coherent manner and come up with
ronmental strategy from the inception of the LIFE Programme. effective global programmatic responses. In the Name of Beauty!
TOOL S FOR THE S TEERIN G C OMMITTEE
THE GUERLAIN SUSTAINABLE DEVELOPMENT STEERING COMMITTEE
LIFE ISO 14001 The Bilan Carbone® Certification body
LVMH Initiative For the Environment. International standard To further reduce its carbon Biodiversity and Climate First row, seated, from left to right: Philippe Bernard, Cécile Vatan, Sandrine Sommer, Marion Oudin. Second row, from left
Launched in 2011, the LVMH Group's for reducing our environmental footprint, Guerlain has been carrying
Commitment
LIFE Programme was designed to further impact and continuously out a Bilan Carbone® (carbon footprint
developed by
to right: Angélique Clézardin, Delphine Chorenslup, Ann-Caroline Prazan, Elise Levan, Anne-France Cavarec, Marie-Charlotte
incorporate environmental issues into improving our process. assessment) every year since 2007
managerial processes. for Scopes 1, 2 and 3. Ecocert Environnement Héliot, Gwendoline Perrotin, Laetitia Corbet. Third row, from left to right: Sandrine Bécaud, Nicolas Faure, Aline Valentin,
Cécile Koenig, Delphine d’Eramo, Stéphanie Roy, Frédéric Gode, Daniel Ponsy.
- 36 -Employee turnover 2014 2015 2016 2017
Resignation 30 35 41 49
CORPORATE, ENVIRONMENTAL Individual redundancy
Internal/group mobility
14
20
18
17
23
20
26
17
AND SOCIAL DATA Retirement or pre-retirement
Termination of trial period
13
3
14
2
16
2
17
8
G U E R L A I N 2 017 TOTAL 80 88 102 118
The number of new recruits increased dramatically in 2017 and can be
explained by the creation of some 30 positions, the transition from temporary
1° COMPANY INFORMATION work in the plants, the recruitment of some 20 Sunday contracts in-store, and
a higher number of staff replacements.
TOTAL STAFF, BREAKDOWN OF STAFF BY GENDER, GROSS ANNUAL PAY
AGE AND GEOGRAPHICAL ZONE ON 31/12/2017 (BASE + VARIABLE, MINUS INCENTIVES
AND PROFIT SHARING) AND RELATIVE CHANGE
In France, Guerlain has 1,077 permanent employees and 41 employees on
fixed-term contracts, making a total of 1,118 employees. Out of these employees Remuneration 2014 2015 2016 2017
on permanent employment contracts, 70% are women and 30% are men. €1500 to €2250 27% 26% 22% 20,3%
€2250 to €3000 30% 30% 32% 31,8%
€3000 to €3750
Breakdown of permanent employees by age
18% 17% 18% 19,3%
2014 2015 2016 2017 €3750 to €4500 9% 10% 11% 10,7%
More than €4500 4500€ 16% 17% 17% 17,9%
201760 ans 2,7% 2,5% 2% 2,5%
out of 266 compared to 137 out of 143 employees in 2016). Shift work
• To promote solidarity and self-esteem in particular by supporting associations focusing on this issue and night work is practised by all workers, far behind the TAMs (93 out of
HIRING AND REDUNDANCY
266 compared to 75 out of 243 in 2016).
Guerlain is not a listed company and as such, only criteria applicable to non-listed companies are shared. Furthermore, the scope Hire type 2015 2016 2016(no) 2017 2017(no) This is then followed by workers and executives, who are least involved (6
covered in this report is limited to Guerlain SA, which corresponds to Guerlain France. It should also be noted that the Company's Transition from a fixed-term out of 93, compared to 7 out of 122 in 2016, and 0 executives out of 346
to a permanent compared to 1 out of 420 in 2016). In France, workers can perform a
products are manufactured in France (in Chartres and Orphin) and that is why the environmental data mainly refers to these two sites. employment contract 17% 22% 21 17% 31
It should be noted that food waste is not a material piece of information in our sector. portion of their functions remotely. Currently some forty employees do so.
External recruitment 55% 58% 55 77% 137
This is either a temporary solution often linked to maternity leave or a weekly
Internal/group mobility 28% 19% 18 6% 10 practice characterised by a good understanding of the role, which is
- 38 - - 39 -validated by the manager. ple in 2016 (in 2015 there were 428 out of 1079 and 496 out of 1071 in needs of our employees
ORGANISATION OF SOCIAL DIALOGUE 2014). The highest on-the-job or commuting accident severity rate was not Health & Safety: - Conference cycle open to everyone: four conferences, one of which is
AND NOTABLY INFORMATION AND higher than 0.05, compared to 0.27 in 2016, 0.46 in 2015 and 0.36 in 1- Headquarters security access rules have been tightened held at the Chartres production sites
STAFF CONSULTATION PROCEDURES 2014. No employees were disabled following a reported workplace acci- 2- Assisted by a body responsible for carrying out evacuation exercises for - Training: a significant personal development component with modules
AND NEGOTIATIONS dent. CHSCT managed the safety budget, for the following amounts: concerning emotion management and relaxation (with the involvement of a
€168,443 in 2017, compared to €350,000 in 2016, €446,000 in 2015
headquarters and the boutiques and creation of a dedicated action plan
relaxation therapist) and a significant communication component with spea-
and €556,572 in 2014.
3- Revision of lighting levels in administrative offices in all boutiques
Guerlain believes in open and constructive social dialogue. Our social part- king and non-violent communication training
ners like our employees are committed to the brand and want to see it grow In our new Chartres plant, we have - A pilot programme focusing on professional fulfilment: the Bloom at Work
and prosper. The agreements that they sign with us reflect this. We regularly In particular, training on movements and postures was held for all those invol- project at three of the Company’s departments in France
provide information to the works council and central works council on the ved in stocking stores. First aid in the workplace courses are offered every Ergonomics/safety/security: - Youngtalents: essential support for young people in the Company (part-
company's strategic topics: digital affairs, e-commerce, marketing plan, social year and 47 people were involved in these in 2017. Finally, fire extinguisher time interns, international corporate volunteers): induction, training, farewell
and environmental issues, future restructuring operations, etc. and evacuation training was held, and safety training for Executive Committee - Ergonomics: considered straight from the construction of the site, e.g. fully party and regular monitoring throughout their internship/apprenticeship
All employees were also involved in the decision to restructure the Levallois members was held in 2016. ergonomic production zones, simplified and optimised workflows, improved - School partnership: this year we are sponsoring the Master’s in Innovation,
headquarters in anticipation for a future move – 10 consultations were held ventilation for machines producing powders, new machines for manufactu- Design and Luxury run by IAE Gustave Eiffel.
and all employees were able to present their ideas for the restructuring project OVERVIEW OF OCCUPATIONAL HEALTH AND SAFETY ring emulsions (implementing raw materials using automatic suction, cleaning
and how they could work differently in the way that motivates them the most. AGREEMENTS SIGNED WITH TRADE UNION and disinfection; controlled operation of process parameters) TOTAL NUMBER OF TRAINING HOURS
ORGANISATIONS OR STAFF REPRESENTATIVES
In 2017, staff representatives attended 55 meetings (broken down as follows): - Safety: a dedicated weighing area for hazardous materials and safety 16695 training hours were performed in 2017, versus 11728 in 2016 and
In France, an occupational health and safety agreement was signed in 2017. 12757 in 2015.
systems that shut off machinery in the event of a malfunction
As well-being is known to promote health and safety in the workplace, it has
2014 2015 2016 2017 always been a very important aspect at Guerlain, and this took the form of 792 permanent staff members were trained in 2017, compared to 600 in
- Security: improved controls of pedestrian/vehicle access at the various en-
Total number of meetings 67 71 65 55 a well-being agreement signed in 2013. 2016 and 814 in 2015. In 2015, preparation for an FDA inspection took
trances, controlled access to the site's key locations, cameras and alarms
Works council 32 38 47 41 installed around the industrial perimeter; all the equipment is optimised and place in Chartres, which required 1678 hours of training.
We are taking steps to promote the well-being of our employees, allowing
Staff representatives 13 15 1 0 technically managed from the building.
them to find a good work-life balance. MEASURES TAKEN
C.H.S.C.T. 16 13 17 14 TO PROMOTE GENDER EQUALITY
Other 6 5 0 0
Teams' well-being was central to the development and taken into account
1- Regular increase in organic and vegetarian products at the company
at the design stage: two central patios let light into all the areas and notably
restaurant We are still very vigilant in terms of this issue and we aim to maintain diversity
the workshops/well-tended grounds: trees planted, living roof, etc. / relaxa-
2- Yoga: every Monday and Thursday lunchtimes, employees can attend a at the highest levels and for all careers.
COLLECTIVE BARGAINING AGREEMENT REPORT tion areas, gym, staff canteen with a terrace, auditorium, etc. / ventilation in
relaxing one-hour yoga session. Guerlain also makes meeting rooms avai-
offices and air-conditioning in all production areas, etc.
lable; the costs are covered by the employee. Twenty employees have par- In France, a gender equality and diversity agreement was signed in 2011
Five agreements were signed this year: Incentives, Well-Being and Quality
ticipated and then renewed in 2014 and 2017. ‘Female leadership’ are not just empty
of Life at Work, Amendment to Flat Daily Rates, Gender Equality Agreement, TRAINING POLICIES
3- Sports coaching: every Monday at 6.30 p.m. employees can take part words at Guerlain, as 50% of the Executive Board is female and 60% of
and mandatory annual negotiations.
in a one-hour fitness class (legs, bums and tums). Guerlain makes meeting In 2017, Guerlain invested more than 2.71% of payroll in employee BGMs (Business General Managers) are female (heads of subsidiaries
OCCUPATIONAL HEALTH AND SAFETY rooms available for this as well; costs are covered by the employee. Twenty training: this figure is a testament to Guerlain's commitment to professional around the world).
IN THE WORKPLACE IN FRANCE employees have participated development and enhancing skills. In terms of skill development, our priorities
4- Beautiful hands: every Friday between 11.30 a.m. and 2.30 p.m. em- in 2017 focused on: Currently, 73% of permanent staff members are women, broken down as
ployees can arrange to have a manicure in their office. Around 15 em- follows. We want to promote diversity and to incorporate more men into our
Number of fatal accidents 0 0 0 0
ployees have participated Creativity: teams.
Accidents resulting in absence 21 7 14 3
5- Rearrangement of shared spaces in consultation with employees to pro-
No. of working days lost 463 180 94 44 Facstory : A new experience involving creativity and group intelligence
vide a better working environment at Levallois Proportion of Women 2014 2015 2016 2017
Occurrence rate 12.40 4.13 7,86 1,68 6- Organisation of cleaning days to tidy up offices and social spaces: once begun in 2015, expanded in 2016 and developed further in 2017: more
Employees 95% 94% 95% 93%
Severity rate 15 0,05 0,02 or twice per year than 200 employees from different departments took part.
- Healthy & Safety focus: Training on movements and postures for all those Technicians/supervisors/managers 75% 75% 73% 71%
7- Massages offered once a month at manufacturing sites 8- A “Bloom at
involved in stocking stores, first aid in the workplace training: 47 people Workers 62% 60% 59% 59%
384 out of 1118 received safety training compared to 284 out of 1070 peo- Work” pilot project has been launched to record the perceptions and real
involved, extinguisher training, evacuation training Executives 72% 74% 73% 74%
- 40 - - 41 -You can also read
