TO BE UNCOMPROMISING ON THE SAFETY OF ALL PRODUCTS

Incorporating safety and quality into our products’ DNA

At Carrefour, quality is a requirement, from the conception to the consumption, for all our products.

Once a new product is being developed, our technical teams include in the supplier specifications "fundamentals" such as customer expectations, passed on by the customer service, the positioning in terms of price/quality ratio, compliance with regulations, the description of the manufacturing process and the origin of the raw materials. Then a consumer panel tests organoleptic quality of samples sent by suppliers. A commitment to safety and customer satisfaction is a fundamental part of the product’s DNA.

To ensure that the supplier’s tools, skills and motivation are compatible with our safety and quality requirements, we carry out production-site audits during calls for tenders. We prepare specifications that describe requirements regarding the nature and origin of raw materials and the recipe and production methods to be used. Based on this, selected products are controlled through annual monitoring plans.

The entire process is also designed to guarantee optimal health safety. Knowing that there is no such thing as zero risk, we do everything possible to prevent problems and ensure the safety of our products throughout their life cycle.

This is based on an oversight network that issues alerts from analyses that identify potential at-risk products and contacts the suppliers concerned and has a multi-channel system that that can quickly call for products to be pulled from stores. We are continually improving the user-friendliness and performance of these tools. We also ensure the use of best practices on an international level, especially in China, where the Carrefour China Foundation for food safety is involved in a major initiative to promote progress with suppliers and the local authorities.
 
Household and Personal Care: combining the precautionary principle and environmental performance

In order to anticipate changes in regulations of HPC products (Household and Personal Care) and to ensure a stringent “ingredients” policy, a team of internal experts is working in-depth with the scientific community.
Carrefour hires expert toxicologists for the development of its cosmetic products. To meet the expectations of consumers while ensuring complete safety, Carrefour also selects the best organic cosmetics and pioneered in early 2010 the first range of UHT (Ultra High Temperature) products sold in supermarkets, Carrefour & Pur'. Carrefour’s in-house experts are also involved in ongoing French work related to the Grenelle Environment, in order to develop more eco-branded product lines.
In addition, the Group has actively participated in the benchmark European audit IFS HPC (released late 2009) that will enable suppliers to ensure best practice in terms of risk management for products and production.

Clothing and linens: reinforcing safety

All textile clothing products sold under the Carrefour brands provides a high level of safety, founded on the precautionary principle. Whether part of the Tex product line or an entry-level product line, all products comply with the stringent regulations regarding the use of substances such as toxic dyes, allergens, formaldehyde, chromium 6 and phthalates, which require specific monitoring.
Similarly, special attention is paid to product accessories such as zippers and small snaps from manufacturers selected by Carrefour, in order to ensure satisfactory strength quality. This is especially important for clothing intended for small children. To eliminate choking hazards, Carrefour closely monitors these elements because they can be easily detached and ingested.

Toys under strict quality control

A strict quality control programme was implemented to ensure the quality and safety of imported toys. They are controlled for electric, mechanical and chemical (heavy metal, phthalates, etc.) hazards.
Carrefour goes a step further, products potentially handled by children (stationary, pet products, etc.) are subject to the same standards as toys.

In 2010, in anticipation of the application of the new European Directive 2009/48/EC on toy safety in July 2011, Carrefour implemented a reinforcement plan for its quality control measures. Among the new requirements of this Directive, an enhanced internal production control is provided: the manufacturer shall take all necessary measures to ensure that the manufacturing process in place is leading to a consistent product.

 

Image description: quality control of toys
During the listing of toys for Christmas 2009, all production plants underwent both social and technical audits (117 plants) according to ICS (Social Clause Initiative) or ICTI (International Council of Toy Industries) standards. Some 460 specifications were drafted and 460 pre-production controls carried out, along with 393 production controls and 5,288 pre-shipment inspections.
A detailed look at the Carrefour process:
Step 1. Production sites evaluated with regard to European standards and basic requirements concerning respect for human rights at the workplace.
Step 2. Technical specifications published, allowing Carrefour to formalise its requirements and communicate them to the supplier.
Step 3. Pre-production compliance tests carried out. Since 2001, Carrefour has had its products tested in French laboratories registered with the European Commission.
Step 4. Sample tests performed during production, in accordance with prototypes.
Step 5. Final batch inspected by an independent control body, which examines products to ensure that they comply with safety and quality standards.

 

PROMOTING QUALITY AND SUSTAINABLE DEVELOPMENT FOR ALL

For Carrefour, providing as many people as possible with access to quality products is a top priority.

As a result, Carrefour’s overall policy on quality applies to all Carrefour-branded products, including the “Carrefour Discount” line launched in 2009.

Safety, quality, the health of our customers and performance are all essential criteria for Carrefour. Respect for the environment is also critical. All quality engineers are also responsible for overseeing sustainable development within their respective product categories. For example, our team of chemical engineers has developed a range of EU eco-labelled paint products. The team responsible for electrical products selects high-performance, energy-efficient equipment and ensures that our suppliers are aware of the new European Directive on EUPs (environmental standards for energy-using products).

Other products that embody the quality and sustainable development approach are the Carrefour Quality Lines. Since 1992, Carrefour has been working with local producers to offer quality products to customers, from the field to the plate.

In 2010, the Group had 395 Carrefour Quality Lines in 14 countries.

Focus on Carrefour Discount

In every country and for each brand, Carrefour undertakes to offer its customers the best value for their money for every line of products. With the launch of Carrefour Discount in late May 2009, in France, Carrefour expanded its offering to include essential products at discount prices while continuing to meet the brand’s quality requirements. With over 400 items – 90% of them food products – this line meets its customers’ needs during a time of economic difficulty while still guaranteeing Carrefour quality.

Carrefour Discount suppliers are still referenced by the brand according to very strict, specific conditions (products must exclude GMOs and comply with traceability standards), and products are tested by external panels to ensure acceptance.

Focus on Carrefour Quality Lines

Launched in 1992, the Carrefour Quality Lines offer fresh food products from local producers (meat, vegetables, cheese, etc.). These lines aim to meet consumer demand for food safety, freshness, great taste and authenticity.

Upstream work is undertaken with suppliers, which are rewarded for their quality-related efforts. Carrefour Quality Lines contribute to the economic and regional social development in the countries where the Group operates while controlling the environmental impact.

With sustainable-development objectives in mind, Carrefour Quality Lines strive to uphold the brand’s sustainability values and honour commitments made to its customers and partners.

 

Main characteristics of Carrefour Quality Lines:

Economic and social issues:

• Solid, long-term partnerships with suppliers, farmers and producers;
• A fair price for all: for clients - the best value for their money, for agricultural partners - a fair price for their quality products;
• Promotion of expertise and regional products;
• A national and regional approach;
• Contributions to the economic, social and environmental development of local communities.

Environmental issues:

• Integrated approach to farming, such as responsible water usage and the promotion of integrated pest control like using ladybirds to eliminate aphids from apple trees instead of pesticides.
• Farming conditions that respect animal welfare (stocking densities, slaughtering conditions, etc.);
• No post-harvest chemical treatments and no GMO products in the animal feed or agricultural methods;
• A ban on the use of soil-free plant production, growth hormones and antibiotics, chemical soil treatments and sludge from water treatment plants.

 

Improving animal welfare

Carrefour not only complies with local and European regulations on animal welfare, it also anticipates future developments For this reason the Carrefour Quality Line specifications include criteria involving animal stocking density, equipment to improve comfort at all rearing stages, as well as transport and slaughtering conditions. The Group’s international Central Purchasing department has also banned all products made with natural fur as well as all animal testing for its cosmetic products.

 

Quality: a policy shared with our suppliers

To guarantee the quality of its food products - particularly its own- and store-brand products - for its customers, Carrefour systematically undertakes health and quality audits at suppliers’ production sites, carried out by Carrefour itself, its service providers or certification agencies. Suppliers are audited with respect to health and safety conditions, risk control, the HACCP plan, traceability and compliance with specifications. In addition, Carrefour endeavours to verify progress in product development and compliance to the Group’s non-GMO policy.

In 2004, specific audit criteria for environmental issues were established with training of auditors in several European countries. These audits are followed up by action plans implemented with suppliers, aimed at improving production processes. Moreover, the Group uses summaries compiled by Customer Service to share positive feedback with suppliers and outline areas for improvement as identified by customers.

In 2004, Carrefour also played an active part in drawing up the International Food Standard (IFS), a common set of health and safety audit criteria for French, German and Italian retailers. The Carrefour Group is also an active member of the Consumer Goods Forum, an organisation that brings together the major manufacturers and retailers, and its role was strengthened on 24 June 2010, when Carrefour CEO Lars Olofsson was elected co-chair alongside Coca-Cola CEO Muhtar Kent. The co-chairs will collaborate on sustainable development, health and safety initiatives in the mass-market and retail sectors.

 

Ensuring in-store safety and quality

Proper upkeep of stores and respect for the cold chain and food safety are key elements of Group’s policy in every country.
The Group mobilises all employees in every country to respect health and safety regulations. This is implemented through training, establishment of procedures and systematic health and quality audits in stores and warehouses.

 

Fast and efficient product withdrawal procedures

In France and other countries where the Group operates, an on-call system allows suppliers and stores 24/7 contact with the Quality department, which works closely with the supply chain if there is a suspected or actual need to withdraw a product. Then a crisis team is set up immediately at Carrefour, and the product is withdrawn from each Group banner within two hours.