SUCCES STORIES

Dansk Retursystem

“For us, it’s really about delivering a quality experience, and here D4InfoNet helps us get the things, we have said we want to do for customers, done. We have been described a lot of procedures and workflows across the organization, and in customer service we have dropped the ring binders, “says CSR manager Peter Harpsøe Engel

D4Infonet helps us get the things,
we said we would do for customers, done

A deeply and broadly based CSR policy that ensures a balanced relationship between people, environment, and the economy is the focal point of the non-profit company Dansk Retursystem. CSR manager Peter Harpsøe Engel has been the prime mover in establishing and disseminating the CSR management system throughout the company using D4InfoNet. Here he talks about the solutions.

From the beginning, quality has been an integral part of CSR work. As a privately owned, non-profit company, we have a close and ongoing dialogue with all our stakeholders. Our focus is broad, i.e. both manufacturers, importers and retailers, but also e.g. restaurants, cafes and hotels. I.e. all those we are obliged to service according to container deposit legislation. Together with the customers, we develop solutions that cater for both them and the climate. This applies to everything from smart route planning for drivers to various technical solutions. Some customers have a data box, for example, which means that we always know how many cans and bottles that are delivered, and when there is a need to pick up the empty packaging. Other customers use an app to report how much they have for pickup. In this way, they can manage the contact to our customer center outside of the opening hours.

A common frame of reference for direct customer contact

To us, it’s really about delivering a quality experience, and here D4InfoNet helps us get the things, we have said we want to do for customers, done. We have described a lot of procedures and workflows across the organization, and in the customer service department, we have abandoned the ring binders. All guides and instructions are compiled in D4InfoNet, and a good search function means that you can always find what you need – and in the latest version. Now the driver, the technician, and the customer service employee have a common frame of reference for what we do in direct customer contact, so D4InfoNet is a tool that we greatly enjoy. It supports the employees in their tasks and strengthens the quality of our customer management.

Shares knowledge and gets an overview through statistics

We record near misses and work accidents in D4GenericForms. We can draw statistics that show the events divided into, for example, categories and departments, and we can control, who has access to the information. This allows us to share knowledge and get an overview.
Our internal audits are also rooted in the quality system. We have a corps of internal auditors, which includes drivers, production people, and employees in the administration. We use the audit module in D4InfoNet both for planning audits and for follow-up – including ensuring that we are completely in line with all observations. This allows us to easily draw statistics and see how events and deviations are going. It has the attention of management, in particular.

" It has to go out and live among the employees "

In our work with CSR and quality, we involve the whole organization. It has to go out and live among the employees, because it does not help that it only lives here in my department. Therefore, we initially ran workshops with the individual departments on what CSR is, and the employees have taken a very specific approach to what, for example, environment, human rights, working conditions, etc. means in their own daily work. That process provided an overview of what we should have control of in terms of policies, instructions, guidelines, etc., and we have used D4InfoNet as a tool to develop management documents and describe the communication across the departments. From the beginning, we have pushed the work out into the organization. We have specifically followed this up, and i.e. we have made introductory courses for editors and users to get people on board in the using of D4InfoNet. Now we are about to be, where we do not have to do more intro courses, because the system is so well known and rooted in the organization. Now new employees come on board with the help of their own colleagues.

Dansk Retursystem is a privately owned non-profit environmental company with a monopoly on collecting, handling and recycling packaging through the deposit system. Dansk Retursystem is operated on on the basis of Pantbekendtgørelsen and has the authority of the Ministry of the Environment and Food.

The goal is to create optimal conditions for a responsible handling of the Danes’ used cans and bottles. This happens through:

- Best possible recycling of raw materials according to the principles of circular economy
- High satisfaction among all stakeholder groups
- A financially efficient, accessible and transparent business

The company solves a community responsible task and therefore has a strong focus on CSR to ensure a balance between economic efficiency, environmental responsibility and consideration for society and stakeholders.

www.danskretursystem.dk

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