This report documents Kuehne + Nagel’s environmental, social and economic performance in 2017, complying with the Global Reporting Initiative (GRI).
Being a multinational company that has been successful in the market for a long time, Kuehne + Nagel has committed itself to acting as a responsible corporate citizen. This report underlines the company's contribution and adherence to the UN Sustainable Development Goals (SDGs).
Other Group reporting that may be of interest to readers is available on our website under Annual Report 2017 as follows:
As a global company, Kuehne + Nagel has a significant responsibility to society in general, and especially to the communities in which we work, thus, we have created a robust, stakeholder-driven approach to sustainability materiality that serves as a foundation for our sustainability programme and reporting. Through understanding the critical sustainability topics from both internal and external perspectives, we developed our strategy, goals, targets, programmes, initiatives and a stakeholder engagement approach to advance sustainability globally. The material aspects defined in the Materiality Matrix have been identified through our materiality assessment process.
The materiality survey conducted for this edition was equally addressed to customers, suppliers, non-governmental organisations and Kuehne + Nagel employees. For more details, please refer to the table below:
Based on this matrix, the top five material topics were assessed together with the Kuehne + Nagel management. The following actions were initiated:
Customer Relations and Satisfaction
Customer satisfaction is the most important measurement of our success. Thus, we enable our employees to provide high service quality and efficiency, and to use innovative methods and technologies. The global programme customer excellence supports employees in continuously building a culture of customer centricity. Our high standards of service are embraced across the globe by engaging and empowering our employees to improving the dialogue with our customers.
A total of 10,704 customers participated in our annual customer survey; an average satisfaction rate of 74 per cent was reported. As a follow-up from the survey, 180 actions have been triggered to continuously improve our service performance, globally, regionally and on a national level.
Fair Treatment of Workers
Kuehne + Nagel is committed to continuously building a diverse and inclusive workplace with equal opportunities for all employees. Workforce diversity is a business imperative for us. We make better decisions and drive innovation with the help of diversity of thought, opinion and experience. Our strategy seeks to hire, develop and engage all employees in an equal manner. We invest in our employees and have launched initiatives, such as “myKN” (a new internal collaboration platform) and customer excellence (a global programme to drive service orientation) that build engagement and a collaborative culture, where every employee has a voice and can impact the work environment. The new learning portal “myLearning” was launched in 2017 and provides access to learning content for all employees on an ongoing basis.
Data Privacy and Security
Compliance with data protection and privacy laws is an integral part of our company’s way of conducting business in a trustworthy manner. According to Kuehne + Nagel’s Code of Conduct, all employees, directors and staff have the responsibility to comply with applicable data protection laws while safeguarding the rights of people and enabling effective business operations around the world.
Kuehne + Nagel is regularly required to collect, store, use, share and process personal data of employees, job candidates, customers, subcontractors, business partners and other stakeholders, for example to manage contracts, employ or recruit personnel, or to interact, market, and sell services to customers.
At Kuehne + Nagel, we respect the privacy of all per-sons that have entrusted us with their personal data. Therefore, a Group Data Protection Policy has established general Data Protection Principles to ensure that personal data is protected within Kuehne + Nagel’s scope of responsibility.
Transparency, Disclosure, Reporting
With the annual reporting launched in 2016, Kuehne + Nagel aims to provide more transparency in the activities conducted. As a result, reporting has been split up into Finance, Remuneration, Focus and Sustainability Reports, thus allow a more detailed information on the subjects reported and provide the stakeholders a comprehensive inside how addressed items develop over years.
Occupational Health and Safety
Kuehne + Nagel has intensified its focus on occupational health and safety as this affects employees, suppliers and customers likewise. Today, global KPIs facilitate the analysis of incidents at branch level, indicating the root cause and providing a mitigation process to prevent incidents. For this purpose, a near-miss reporting procedure has been established. This allows for a pro-active approach rather than taking action afterwards. It particularly focuses on warehouses, projects, and on the oil and gas industry.
For third-party subcontractors and suppliers an awareness campaign was initiated and supported by the supplier management to make our partners aware of the daily hazards and possible prevention measures.