Enabling a
Sustainable
Future
Singapore
Sustainability Report 2012
Fuji Xerox Singapore Sustainability Report 2012
1
About this Report
At Fuji Xerox Singapore Pte Ltd (Fuji Xerox Singapore), we aspire to be a leader in
environmental performances, quality products and services.
In our first annual sustainability report, we demonstrate how our social and
environmental responsibilities are integrated with our core business. Our report is
aligned with the Fuji Xerox Group’s disclosure on global sustainability strategies.
It also highlights our initiatives, performance and outcomes. We understand that
a sustainability report should be a sincere dialogue between a company and its
stakeholders. The information shared with stakeholders should be material and timely.
Scope and boundaries of
the report
This report covers Fuji Xerox
Singapore’s financial year (April
2011 - March 2012). It focuses on the
sustainability performance, activities
and initiatives that are under Fuji
Xerox Singapore’s direct control. This
includes our Singapore-based offices
and operations as well as a number of
overseas activities directly associated
with the Fuji Xerox Singapore. The
performance of other affiliates in Fuji
Xerox Group is not covered in this
report.
There were no significant changes in
the our organisational structure during
the reporting period.
Our reporting approach
Guidelines and standards
This sustainability report comprises
four main sections, all of which
represent Fuji Xerox Singapore’s key
material topics. They were among
the priority issues identified when we
embarked on our CSR journey in 2003,
and remain relevant and significant to
our business and stakeholders today.
The content of the report has been
written based on Global Reporting
Initiative (GRI) Guidelines and
is self-declared to GRI Application
Level C (GRI 3.1). The report is also
aligned with the seven core subjects
of the ISO 26000 Guidance on social
responsibility and the principles of
the United Nations Global Compact
(UNGC).
This report will be attached to the
Group’s sustainability report, and
has sought to be concise. It focuses
on our key issues and initiatives. In
preparing this report, we carried out a
benchmarking exercise that compared
various companies’ disclosure.
This report was published in December
2012 in PDF format only. Latest
information on our sustainability
initiatives and performance can be
found at www.fujixerox.com.sg.
1 Message from our Senior Managing Director 2
Company Profile 3 Our Approach to Sustainability 4
Impact on the Environment 5 Delivering the Desired Customer Experience 11
Nurturing Our People 13 Investing in Our Community 16 GRI Index 18
About this Report
Contents
Alignment between the report content
and the clauses of these frameworks is
found in the GRI index on page 18.
2
Fuji Xerox Singapore Sustainability Report 2012
Message from our Senior Managing Director
Dear Stakeholders,
I am pleased to present Fuji Xerox
Singapore’s first sustainability report.
When I first joined Fuji Xerox Singapore
in 1980 as a sales representative, the
printing industry still used smelly and
dusty drums and toner powder. Part of
my role was thus to assure customers
of the safety of our products. It
was not enough that our machines
had been proven to be safe. If our
customers were not convinced of
this, Fuji Xerox Singapore would not
have earned their loyalty. This is the
importance of business integrity, care
and above all trust.
2003, Fuji Xerox Singapore undertook
a series of sustained and substantive
initiatives to reduce our environmental
impact. We were one of the first to
adopt environmentally friendly paper.
It was a difficult transition, but the
move gave us a competitive advantage
and positioned us as a supplier of
choice. To ease the transition, we
made every effort to communicate our
environmental objectives to our clients
and stakeholders. We also worked hard
to embed a culture of efficiency and
responsibility throughout the company.
Three decades on, these values
continue to guide and inspire every
one of us at Fuji Xerox Singapore.
From photocopiers to system
integration, from digital printing to
consultancy services, these principles
are standards against which we
measure our business excellence.
We are honoured that our efforts have
been recognised. For the past two
years, Fuji Xerox Singapore has been
“Best in Customer Satisfaction” in the
Market Probe competitive benchmark
survey. In February 2012, we won
HRM’s “Best Environmental Practices”
award. Most recently, we were
awarded the Ministry of Manpower’s
“Work-Life Achiever Award”.
Fuji Xerox Singapore’s commitment
to environmental sustainability stems
not only from the philosophy of the
Fuji Xerox Group, but also from our
recognition of changing market
demands in Singapore. Starting in
This sustainability report aligns
our sustainability practices with
international standards. At the same
time, we have focused on practices
that are especially relevant to the
local context. In particular, we have
highlighted the emphasis that Fuji
Xerox Singapore places on making a
positive difference to the community
and the environment.
At Fuji Xerox Singapore, corporate
responsibility means much more than
charity and donations. It is about
generating a compelling business case
and making a measurable impact.
It helps us survive, as we become
more resource efficient and resilient
to future risks. It makes us thrive, as
we create new business opportunities
in a changing global market. It helps
us innovate, as our products and
services respond to an evolving set of
stakeholders’ expectations.
Sustainability is a long journey, and
there are no short cuts to responsible
corporate citizenship (行不由径). At
Fuji Xerox Singapore, we try to take
the right path (正道).
Thank you for your warm support and
interest in us.
Bert Wong
Senior Managing Director
Fuji Xerox Singapore Sustainability Report 2012
3
Company Profile
Fuji Xerox Singapore Pte Ltd is a
wholly owned subsidiary of Fuji Xerox
Co. Ltd., which is headquartered in
Japan. The Fuji Xerox brand was
created as a joint venture between
Fujifilm Holdings Japan (75%) and
Xerox Corporation USA (25%). In
the Asia Pacific region, we have
operations in Australia, China, Hong
Kong, Malaysia, New Zealand, the
Philippines, South Korea, Taiwan,
Thailand and Vietnam. The Group
has over 40,000 employees and
generates US$12.49 billion in annual
revenue (FY2011).
Operating
Our
US$12.49 billion
47,179
Worldwide annual revenues
total staff strength
over
10
countries
global brand
Over 8,000 valid patents in the United State and more than 6,000 in Japan
Fuji Xerox
Since its creation in 1965, Fuji Xerox
Singapore has provided new class of
document solutions covering document
technologies, services, software, supplies
and document-centric outsourcing services.
With 812 employees (FY2011), we
place a strong emphasis on customer
service excellence, and always seek
to help our clients become more
sustainable, productive, cost effective
and efficient. Our vision is to enable
people and businesses to share
ideas, information, documents and
knowledge effortlessly across any
platforms, applications or devices.
Corporate governance
Fuji Xerox Singapore is not a listed company. Though we are not required to follow the Singapore Code of Corporate Governance,
our top management recognises the importance of good governance overseeing ethical management and risk assessment of
non-financial issues. The Senior Managing Director is the chair of the highest governance body at Fuji Xerox Singapore.
Bert Wong
Senior Managing Director
Executive Secretary
Marketing/Customer
Support Group
Business
Operations 1
Business
Operations 2
We abide by our Group’s Code of
Conduct, which contains the Ethical
Behaviour Guidelines applicable for all
affiliates. The code also articulates the
following priorities for the company’s
decision making:
• Respect for Basic Human Rights
• Open, Fair and Clear Corporate
Activities
Human/Organisation
Resource & Development/CSR
Our Values
We have a whistle-blowing policy
and no cases of corruption have
been reported in FY2011. During
the induction programme, all our
employees are trained in our policies
concerning anti-corruption.
Achieved ISO 14001
certification (since 2003)
Achieved the
Singapore Quality Class
certification (1998)
Service Experience &
Technical Operations
• Protection/Preservation of Corporate
Assets and Information
• Environmental Conservation and
Protection
Certifications and Awards
Achieved ISO 9001
certification (since 1996)
Finance Management &
Operations
Ranked first in Market Probe
Competitive Benchmark Study on
Customer Satisfaction (2010, 2011)
Obtained the
Singapore Green Label
(since 2005)
Obtained Asia’s Best
Employer Brand Award
(2011)
Won the HRM’s “Best
Environmental Practices”
award (2012)
Awarded the Ministry of
Manpower’s “Work-Life
Achiever Award” (2012)
4
Fuji Xerox Singapore Sustainability Report 2012
Our Approach to Sustainability
Fuji Xerox Singapore believes that
reputation and credibility are
integral to business sustainability.
Our relationships with customers,
employees, the community and the
environment are key to maintaining
our reputation and credibility.
Fuji Xerox Singapore’s approach to
sustainability focuses on creating
value for these key stakeholders. To
define our priorities, we assess what
matters most to our business and
stakeholders. Arising from this, our
sustainability framework focuses on
the four subjects highlighted in this
report: customers, employees, the
community and the environment.
We believe that the happiness of
our customers and employees are
interlinked. We understand that our
business thrives when our community
prospers. We also believe that
protecting the environment makes
good business sense as we face
resource and climate challenges.
Our strategy is aligned with the
Group’s sustainability management
framework. It integrates CSR into
business processes and builds
communication and monitoring
mechanisms to provide value to both
our business and stakeholders.
Fuji Xerox Group’s
sustainability
management
framework
At Fuji Xerox Singapore, we embed a clear set of environmental and social strategies throughout the organisation, so that our
commitments become part of our daily operations. We track not just inputs but outcomes to measure our impact. We engage and
listen to our stakeholders, so that we not only understand their evolving needs, but we maximise our positive impact on society.
Our engagement platforms with our key stakeholders
•
•
•
•
Environment
Partnership with NGOs,
schools and businesses
on environment-related
initiatives
Share green practices
with clients, staff and
suppliers
e-Media
Product shows
•
•
•
Customers
Various communication
channels for customer
feedback
Customer Experience
Council
Annual benchmarking
survey
•
People
Regular performance
reviews
• Annual engagement and
satisfaction survey
• Talks and group
discussions on health,
safety and the
environment
• Staff communication
sessions
• Meetings with union
representatives
•
Community
Long-term relationships
with community partners
• Partnership with
education bodies to share
environmental issues with
students
As a responsible corporate citizen, we strictly abide by local regulations and legislation. Where possible, we strive to go
beyond compliance, as we understand that new opportunities arise from the integration of sustainability considerations
into our core business.
We adopt international benchmarks and, above all, we ensure that our CSR frameworks are aligned with our core business,
stakeholder priorities and the local context.
Fuji Xerox Singapore Sustainability Report 2012
5
Impact on the Environment
What it means for us
At Fuji Xerox Singapore, environmental concerns have
been part of our business operations for many years. In
line with the Group’s vision and sustainability strategy, we
uphold environmental values and principles. We ensure
that they are inculcated in our employees at all levels of
the organisation.
Over time, our internal processes have improved to meet
evolving environmental issues. These processes are guided
by our environmental policy, guidelines and environmental
key performance indicators. We have also engaged our
employees to operationalise environmentally friendly work
practices across departments.
Our environmental policy can be found at
www.fujixerox.com.sg/index.php/company.
What we do
In 2003, Fuji Xerox Singapore implemented the Environmental
Management System (EMS) in its offices and local operations.
In the same year, it obtained ISO 14001 from the Japan
Audit and Certification Organization (JACO). The EMS aims to
improve the resource efficiency of our business practices and
to reduce the adverse impact we have on the environment.
We strive to optimise energy consumption, material use
and recycling practices throughout the entire value chain,
as we adopt the Group’s “Zero Landfill” goal and “360° of
Sustainability” approach(1).
Annually, targets set by the top management on energy,
fuel and paper consumption are communicated to respective
departments. Monthly performances are tracked and
announced at prominent locations around the offices.
Functions that require improvements are reviewed during
the monthly CSR meeting attended by a team of senior
management.
Our effort in inculcating environmental awareness and
behaviour also extends to our supply chain. Since 2003, we
have provided our external contractors, service providers and
business partners with a set of 15 EMS guidelines, which they
must acknowledge before entering the work agreement. The
guidelines cover the use and disposal of chemical substances,
plastic and paper and the maintenance of vehicles to avoid
harm to the environment.
Environmental ac v es based on
assessment of environmental aspects
Promote eco-conscious equipment
Reduce
Environmental
Impacts
(Customers)
Promote eco-conscious supplies
Reduce/recycle by collec ng used parts
Reduce/recycle by collec ng used equipment
Promote green purchasing in our o ce
Our
Environmental
Conserva on
(Internal)
Reduce electricity consump on
Reduce paper usage
Separate/reduce trash in our o ce
Con nual improvement, preven on of pollu on and
compliance with local laws and regula ons
1
Fuji Xerox
Singapore
environment
framework
More information on Fuji Xerox Group’s global environmental strategy, “Zero Landfill” goal and “360° of Sustainability” approach can be
found at http://www.fujixerox.com/eng/company/sr/2012/value_chain/ and http://www.fujixerox.com/eng/company/ecology/cycle
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Fuji Xerox Singapore Sustainability Report 2012
Impact on the Environment
Our products
Our business solutions
Fuji Xerox Group implements
environmentally-friendly procedures
throughout the value chain. This
ranges from material procurement to
product manufacture and from the use
of the products to their disposal.
We also seek to maximise our positive
impact when providing business
solutions. To help organisations create
smarter, more environmentally friendly
and more efficient workplaces, Fuji
Xerox Singapore’s green business
solutions focus on the following:
As most of our energy consumption
derives from the use of our
equipments by customers, we make
special efforts in developing energyefficient devices and products. The
energy efficiency of our multi-function
devices and printers exceeds the
requirements set by local authorities
and many international frameworks.
Since 2001, all Fuji Xerox products have
won the “Japan Energy Conservation
Awards”. In Singapore, an increasing
number of our products have received
the Singapore Green Label (SGL).
When delivering our products, we
provide our customers with green
collection boxes to facilitate the
collection and recycling process.
We also supply a range of papers from
sustainable or recycled sources. Since
March 2010, Fuji Xerox Singapore’s
document supplies department has
obtained certification from the Forest
Stewardship Council (FSC) Chain of
Custody for its sustainable compliance
throughout the paper supply operation.
92 models certified with the
Singapore Green label to date
In FY2011, 20% of our sold
paper was certified
• People: Transforming people
to a more caring workforce for
customers, community and the
environment
• Process: Improving through the
best environmental management
practices
• Technology: Adopting green IT
technologies to improve business
processes, including Singapore
Green IT certification.
As a part of our services, we conduct
“Go Green” workshops and “Green
Technology Best Practices” sharing
sessions.
In collaboration with Veolia’s “Grow
your Recycling Incentives Now”
initiative (www.grin.com.sg), we
have also provided innovative paper
recycling solutions to participating
organisations. All processes and
technologies are implemented
internally before being introduced to
other organisations.
Another key aspect of our sustainability
strategy in promoting green products is
educating our customers on optimising
the environmentally friendly features
of our equipments. We thus equip
our sales professionals with a deep
knowledge of these features. Similarly,
our colleagues from the document
supplies department advise users on
issues relating to paper consumption.
Our customers are also provided with
factsheets to enhance their awareness
of environmental responsibility.
Over
150
companies
have attended our
“Go Green” workshops
and sharing sessions
since 2010.
Fuji Xerox Singapore Sustainability Report 2012
7
Impact on the Environment
Reduction of energy
consumption
As part of the ISO 14001 EMS, Fuji
Xerox Singapore has implemented a
set of energy conservation guidelines
to curve down the electricity
consumption. With more than 15
aspects in total, the guidelines
navigate, engage and nurture good
behaviour among employees. These
are practical tips such as turning off
lights, powering down appliances
not in use and upgrading electrical
utilities (e.g. light bulbs, computer
monitors and switch timers) for
improved efficiency.
Since 2003, Fuji Xerox Singapore has
achieved a 40% reduction in CO2
emission despite a 38% increase in
total revenue.
Reduction of fuel
consumption
23%
reduction in fuel
consumption since
2003 despite a
105% growth in
equipment sold.
In 2011, petrol and diesel used by
our maintenance fleet accounted for
almost half of our CO2 emissions. Fuel
consumption is thus a top priority in
our energy reduction efforts. Measures
to cut back fuel consumption include
the reduction of onsite repairs through
more efficient first-level support,
online customer self-help capabilities
and remote access by our technical
support centre. Service Engineers are
also encouraged to adopt more fuelefficient driving habits.
Reduction of paper
consumption
All employees at Fuji Xerox
Singapore follow the internal paper
usage reduction guidelines, which
require paper-saving habits and
printer settings, such as doublesided printing. The Apeos Ware
Management Suite (Fuji Xerox’s
proprietary application to centrally
administer company-wide copying
and printing activities) was also
designed to reduce the usage of paper.
Close to
1 million
sheets of paper
(2,000 reams)
saved since 2003
8
Fuji Xerox Singapore Sustainability Report 2012
Impact on the Environment
Waste management/
recycling
As part of our recycling effort, all our
used cartridges, printers and copiers
are sent to the Fuji Xerox International
Resource Recycling centre in Thailand.
This eco-manufacturing plant is one of
the key elements of Fuji Xerox Group’s
Zero Landfill initiative and collects
used Fuji Xerox products from nine
countries in the Asia-Pacific region.
Participating in
environmental
initiatives
In FY2011, Fuji Xerox
Singapore engaged with
various organisations for key
environment-related initiatives.
World Environment Day (5 June
2011) run by the United Nations
Environment Programme (UNEP)
• 1000 staff impacted; 2800
fluorescent lights turned off
• Simultaneous launch
of “You Print, We Plant”
environmental campaign
World Car Free Day (22
September 2011) initiated by the
World Carfree Network
• 314 pledges
• 1,050 litres of petrol saved
• 4,308 kg of CO2 emissions
prevented
Earth Hour (31 March 2012)
initiated by the World Wildlife
Fund (WWF)
• 50 staff members from the
Ministry of Defence were
invited to our office on March
30 to share Fuji Xerox green
practices
It disassembles and sorts collected
products into 74 categories including
steel, aluminium, lenses, glass and
copper. After strict quality inspection,
some parts are returned to regional
operations for reuse. These include
toner and drum cartridges. The rest
of the material is sent to Fuji Xerox
Group’s recycling partners
“You Print, We Plant”
campaign
In conjunction with World
Environment Day on 5 June 2011,
Fuji Xerox Singapore organised the
campaign “You Print, We Plant” to
further heighten public awareness
of the positive impact of green
paper procurement.
Over
91,000
used customer
replaceable units
and toner recycled
in 2011
10 paper delivery trucks were
rebranded with the campaign logo.
Quick response codes for phone
scanning were also added onto
the sides of each truck to allow
the public to directly access the
campaign’s website (www.tree.sg).
The website contains information on
FSC Certified products, “Go Green”
workshops and a lucky draw.
Fuji Xerox Singapore Sustainability Report 2012
9
Impact on the Environment
How we measure ourselves
The tables below show the internal indicators on our environmental performance. FY2003 is used as a base year for
comparison as it corresponds to the start of our EMS.
Energy use and CO2 emission
Direct and indirect CO2 emissions, in tons (tCO2)1 and kWh, from electricity and fuel consumed by Fuji Xerox Singapore:
Energy Type
Performance
FY 2009
Performance
FY 2010
Performance
FY 2011
FY 2012
Targets
Electricity
241 t-CO2
(362,470 kWh)
261 t-CO2
(392,470 kWh)
274 t-CO2
(412,499 kWh)
268 t-CO2 (-2%)
Fuel
253 t-CO2
(1,020,558 kWh)
247 t-CO2
(994,419 kWh)
258 t-CO2
(1,039,807 kWh)
253 t-CO2 (-2%)
Total
494 t-CO2
1,383,028 kWh)
507 t-CO2
(1,386,889 kWh)
532 t-CO2
(1,452,306 kWh)
521 t-CO2 (-2%)
FY2011
Performance
The total emissions during 2003, when we started our EMS, amounted to 863 tCO2 (528 tCO2 for
electricity and 335 tCO2 for fuel). This represents a total reduction of 38% between 2003 and 2011
(48% in electricity and 23% in fuel).
Goals and
challenges
We expect an increase in manpower as our business continues to grow. Nonetheless, we strive
to meet our 2% energy reduction target for FY2012 through adherence to our guidelines and
performance measurement. Though challenging, we are also committed to upgrading our
infrastructure to become more energy-efficient.
Conversion factors from Fuji Xerox Group have been used
For conversion into gigajoules (GJ) please use the factor of 1kWh = 0.0036GJ
1
Recycling
Performance
FY 2009
Performance
FY 2010
Performance
FY 2011
FY 2012
Targets
Tons of end-of-life multifunction devices
and printers recovered in Singapore
and exported for recycling, excluding
consumables
302.96
327.43
419.26
–
Tons of customer replaceable units (CRUs)
and toner cartridges Fuji Xerox Singapore
recovered from customers and sent for
recycling
114.86
(56,385 units)
139.53
(59,709 unit)
147.47
(91,646 units)
147.47
(+0%)
FY2011
Performance
In FY2011, 419.26 tons of end-of-life products and 147.47 tons of CRUs & used toner cartridges were
recovered from customer’s premises and exported them to the eco-manufacturing plant for recycling.
This has indicated our efforts in always achieving our goal “Zero Landfill”
Goals and
challenges
We will continue to pursue a higher recycling rate for all end-of-life products recovered from the fieldamid rising costs in managing the recycling process.
10
Fuji Xerox Singapore Sustainability Report 2012
Impact on the Environment
Paper Usage
Performance
FY 2009
Performance
FY 2010
Performance
FY 2011
FY 2012
Targets
Reams of paper used for office printing at
2,805
Fuji Xerox Singapore (1 ream = 500 sheets)
2,567
2,403
2,355 (-2%)
Reams of Forest Stewardship Council (FSC)
12,872
paper sold by Fuji Xerox Singapore.
(0.3%)
(% of all sold paper is shown in brackets)
220,689
(3.7%)
1,338,109
(20%)
1,405,104 (+5%)
–
FY2011
Performance
As we continued to raise customer awareness of recycled and FSC certified paper, sales volumes have
achieved significant leap forward. For example, FSC paper sales in 2010 were 17 times higher than in
2009 and in 2011 were 6 times higher than in 2010.
Since starting our EMS, annual sales of FSC paper have increased by more than 38 times (34,920
reams sold in 2003). In 2011, the Fuji Xerox Singapore office used 38% less reams of paper than in
2003 (3,906 reams).
Goals and
challenges
We will gradually improve the sales volume of recycled and FSC certified paper in the next year
despite higher costs and low take-up rates.
Other
Number of units of environmentally
friendly equipment sold by Fuji Xerox
Singapore
Performance
FY 2009
Performance
FY 2010
Performance
FY 2011
FY 2012
Targets
3,724
4,827
5,243
5,400 (+3%)
FY2011
Performance
In 2011 we sold more than double (+105) the number of units of environmentally friendly equipment
sold in 2003 (2,556).
Goals and
challenges
We will continue to increase customer awareness of environmentally friendly equipment, thus
contributing to greater energy efficiency and lower CO2 emission levels at customers’ premises.
Our indicators also include green procurement practices. In 2011, we used a total of 13 consumable items (e.g. stationery,
pantry, toiletries and paper products) that were from recycled or renewable sources. We aim to expand the list by incorporating
two additional items every year.
Fuji Xerox Singapore Sustainability Report 2012
11
Delivering the Desired Customer Experience
What it means for us
At Fuji Xerox Singapore, we believe that market leadership begins with listening to customers. Building and retaining customer
trust and ensuring their loyalty and satisfaction have always been our utmost priority.
What we do
Health and safety
We are committed to delivering
products that do not present any
danger to our customers’ health and
physical safety. To improve customer
safety, our parent company has
developed new product technology to
safeguard against possible hazards.
Fuji Xerox Singapore constantly seeks
to reduce any incidents relating to the
use of our products. 14 minor product
incidents were reported in FY2011.
Fuji Xerox Singapore takes this very
seriously and is deeply committed
to preventing any future incidents
relating to the use of our products.
Service excellence
In 2011, we set up the Electronic
Partnership Broadband (EP-BB)
customer service platform to transfer
the management of devices from
customers to our central customer
service centre.
The platform allows remote and
automatic metre reading, proactive
consumables monitoring and fault
assessment. It automates the
submission of metres and tracks
whether consumables in devices need
to be replenished. The system instantly
triggers an alert when it detects a
device fault, thereby minimising
downtime. EP-BB also features an
“Eco-Report”, a monthly summary that
allows customers to track their printing
patterns and device’s impact on the
environment. (See also our green
products and business solutions in the
“Impact on the Environment” chapter.)
Fuji Xerox Singapore has put systems
in place to understand our customers’
needs, expectations and level of
satisfaction. Customer feedback
obtained from various channels
has helped us identify and resolve
problems and constantly improve our
products and services.
In 2011, we set up the customer
experience council to better design
and enhance our customer services.
Based on the combined findings from
numerous customer focus groups
and feedback channels, the council
established the “Service D.N.A. –
P.A.T.H.” framework. This framework
represents our commitment to
Passionate, Anticipated, Trustworthy
and Hassle-free customer service.
It identifies all our customer contact
points and evaluates, through our
service records, areas of strength and
areas for improvement. Every service
process is mapped according to the
varying needs and expectations of
individual customers. To design more
personal and engaging customer
experiences, we also identified
“combustion points” and “emotional
cookies” in order to generate positive
emotions in every process of our
customer value chain.
We have made P.A.T.H. training
mandatory for all our employees to
ensure consistent quality in service
throughout the customer value chain.
We encourage our employees to
demonstrate service excellence and
incentivise exceptional performance.
Service audits are also conducted
quarterly and independently to examine
the successful integration of the P.A.T.H.
framework across the organisation.
12
Fuji Xerox Singapore Sustainability Report 2012
Delivering the Desired Customer Experience
How we measure ourselves
Fuji Xerox Singapore has obtained the ISO 9001 standard on quality management and the Singapore Quality Class (SQC).
SQC ensures organisational excellence in key areas such as leadership, planning, information, people, processes, customers,
corporate social responsibility and results. SQC is awarded by SPRING Singapore, a statutory board under the Ministry of Trade
and Industry.
In addition to the frameworks accredited by external parties, customer feedback is collected from our website, hotline, surveys,
onsite visits, emails, fax and letters. We are committed to acknowledging complaints within two working days and resolving
the issues raised within five working days. Our internal system tracks all feedback received, our response and resolution time,
and our overall performance in responding to every case.
Response and resolution time
Category
FY2009
FY2010
FY2011
Complaints responded within 2 working days
99%
96.2%
99.3%
Issue resolved within 5 working days
98%
97.7%
96.6%
FY2009
FY2010
FY2011
Customer Compliments
63
121
190
Customer Complaints
246
263
145
Compliments vs Complaints ratio
0.3
0.5
1.3
Customer compliments and complaints
Voice of Customers
We also conduct annual competitive
benchmarking surveys to evaluate our
performance in the market. In addition
to overall customer satisfaction and
customer loyalty, the benchmarking
exercises review product quality, sales
support, service support, billing and
invoicing, problem resolution and
brand image. Every year, a minimum of
six cross-departmental “kaizen (改善)”,
or improvement, teams are formed
to examine the survey results and to
identify ways of improving the quality
of our services.
We are honoured that our efforts
have been recognised by external
stakeholders. Fuji Xerox Singapore
was ranked top in the customer
satisfaction and customer loyalty
categories of the 2010 and 2011
Market Probe annual competitive
benchmarking surveys. Conducted
in Singapore, this survey collated
responses from 606 purchasing
managers from government,
finance, manufacturing, education,
construction, retail, hospitality and the
legal industry.
Many respondents identified Fuji
Xerox as a leader the document
management industry, with a high
level of professionalism, adequate
pricing and a strong customer-oriented
culture. We were also acknowledged as
a leading advocate of environmentally
friendly practices. Over 63% of
respondents were extremely satisfied
with Fuji Xerox’s products and
service. Fuji Xerox Singapore also
obtained high scores for our call
centre effectiveness and our ability to
complete repairs in a timely manner.
Fuji Xerox Singapore Sustainability Report 2012
13
Nurturing Our People
What it means for us
At Fuji Xerox Singapore, we see ourselves as much more than just a document solution provider. We believe in inspiring our
employees, which in turn creates a positive impact on our customers. In growing our people, we also ensure our competitive
advantage. At Fuji Xerox Singapore, we put talent before numbers. Our talent are source of new ideas and innovation. We
believe in investing in both the personal and professional well-being of our employees to bring out the best in them. We aim to
be an employer of choice.
1%
9%
35%
Gender
Age groups
65%
26%
31%
33%
Gender
Managerial
Non-managerial
Age groups
Managerial
Non-managerial
n Male
7%
58%
n 30 and below
0%
31%
n Female
5%
30%
n 31 - 40
3%
30%
n 41 - 50
4%
22%
n 51 - 60
2%
7%
n 60 and above
0%
1%
Total of 812 employees at Fuji Xerox Singapore
What we do
Fuji Xerox Singapore strictly adheres to
the local employment regulations and
adopts fair employment practices. We
are guided by the Singapore tripartite
alliance comprising the Ministry
of Manpower, Singapore National
Employers Federation and National
Trades Union Congress. Singapore’s
Employment Act covers issues including
maximum working hours, overtime
allowances, compulsory rest days and
leave entitlement. The Act applies
to our non-executive employees. We
also provide beyond-compliance-level
benefits to employees directly hired by
the Company (e.g. paternity leave and
compassionate leave).
Fuji Xerox Singapore participates in the
Central Provident Fund (CPF) personal
savings scheme. Under this scheme,
working Singaporeans / Permanent
Residents make contributions
deductible from their monthly
gross salaries into personal pension
accounts. As an employer, Fuji Xerox
Singapore also makes contributions to
individual employees’ CPF accounts,
according to rates stipulated in the
CPF Act. CPF savings help account
holders fund their retirement, home
ownership, healthcare and education.
In addition to CPF contributions,
we provide comprehensive medical
coverage for all employees during their
employment period. This includes the
major medical coverage in addition to
typical group insurance hospitalisation
and surgical plans. For our regular parttime employees, we have extended
hospitalisation and surgical plans.
Non-discrimination and
workplace diversity
The tripartite alliance deals with
key labour issues in Singapore such
as job creation, skills training, fair
employment and wages. It has
underpinned harmonious labour
relations in Singapore. Fuji Xerox
Singapore has embedded the Tripartite
Guidelines on Fair Employment
Practices to create a decent workplace
in which our employees can realise
their full potential.
Under the five principles set out in the
guidelines, we recruit employees solely
on the basis of merit, regardless of age,
race, gender, religion, family status or
disability. We ensure that all employees
are treated fairly and with respect. We
provide equal opportunity for training
and career development. As we uphold
the principle of equal pay for equal
work, we reward employees based on
their ability, performance, contribution
and experience. We also make sure
our promotion criteria are based on
individual performance rather than age
or tenure.
In 2011, Fuji Xerox Singapore conducted
company-wide courses covering
grievance handling, counselling and
non-discrimination. All managers were
required to participate in the courses.
14
Fuji Xerox Singapore Sustainability Report 2012
Nurturing Our People
In 2011, Fuji Xerox Singapore
introduced the Youth
Orchestrated Growth (YOG)
initiative to facilitate dialogue
and communication between
Generation Y employees and
various age groups within the
company. A YOG committee
was formed to identify their
aspirations and launch diverse
programmes, including the
F.U.N. (Fun Environment,
Unity & Energy) @ Work
initiative. Fuji Xerox Singapore
has seen a 30% increase in
Generation Y population over
the last two years.
Work-life integration
Fuji Xerox Singapore places great
emphasis on workplace diversity. We
adopt flexible work arrangements
from flexi-time to telecommuting
using the latest information and
communications technology. Where
applicable, employees can choose
mobile work or working from home.
We have a flexible work schedule policy
which allows our employees to select
their start and end time so as to cater
to their family needs. In addition to
providing compulsory paid maternity
leave as legally stipulated - between
12 and 16 weeks - we encourage
employees to achieve harmony
between childbirth, childcare, family
care and work. Our facilities at work
include a lactation room, a children’s
playroom and we allow our employees
to bring their children to work during
the school holidays and festive
seasons.
We offer a variety of employee support
programmes including personal
work-life effectiveness programmes,
counselling services, health and
wellness programmes and holiday
subsidy. More importantly, we strive
to create a culture whereby our
employees find fulfilment in meeting
their work, family, personal and
lifestyle needs.
In FY2011, three female employees
returned to work after their maternity
leave. They continue to work with us as
of November 2012. One of them took
more than six months to care for her
new born.
YOG members chased away the
Monday blues of FXS staff with
free breakfast during their Good
Morning FX initiative.
Career development and
training
Fuji Xerox Singapore supports
employees’ ongoing education and
training for career development,
productivity and enhanced competency.
All our employees receive annual
performance and career development
reviews. Every year, Human Resource
matches employees with training
courses that build on their individual
skills and specialisation. The training
covers a wide range of topics, from soft
skills to technical or functional skills. In
2011, every employee received 33 hours
of training on average.
Ms. Pauline Chua, General
Manager, Human/Organisation
Resource & Development,
receiving the award from the
Senior Parliamentary Secretary,
Ministry of Education & Ministry
of Manpower at the Work Life
Excellence Award 2012 Gala
Dinner.
In Oct 2012, Fuji Xerox
Singapore was awarded
the Work-Life Achiever
Award, which recognised
the organisation’s firm
commitment and efforts
in promoting its “Dream
Team Core Values” over the
past years. Organised by
the Ministry of Manpower’s
Tripartite Committee on
Work-Life Strategy, this
biennial award pays tribute to
employers for their successful
implementation of worklife strategies in Singapore
workplaces.
At a company level, we have organised
numerous activities to enhance team
spirit and team bonding. They include
the ‘Fun at Work’ initiative, Best
Decorated Department contest, Staff
Appreciation Nite and Sport Challenge
Day.
Workplace health and
safety
Workplace health and safety is critical
our our employees’ well-being. We
are committed to preventing all
occupational injuries. There have been
no occupational injuries reported at
Fuji Xerox Singapore.
Fuji Xerox Singapore Sustainability Report 2012
15
Nurturing Our People
We have obtained the BS OHSAS
18001:2007 and the SS 506 Part1:
2009, internationally recognised
standards for occupational health
and safety management systems.
These provide us with frameworks to
identify, control and reduce the risks
associated with health and safety in
our workplace.
We also achieved a stringent local
certification standard, the bizSAFE
Level 5 (Star), in June 2012. BizSAFE
is a five-step programme designed
to promote workplace health and
safety in enterprises through the
recognition of their safety efforts.
Awardees need to achieve all five levels
in the programme, starting from the
commitment of the enterprise’s top
management, and to progressively
enhance their WHS performance
through the development of the
WHS Management system. Fuji Xerox
obtained the level 1 certification in
September in 2010.
In November 2010, we formed a joint
management-employee Workplace
Health and Safety (WHS) committee
to oversee and manage all related
issues across the department. Led by
a management representative and
comprising nine cross-functional team
members, the WHS committee holds
quarterly meetings to review the systems
and progress. The committee also
ensures enforcement of the safety
standards throughout the company.
It conducts annual audits and regular
workplace safety checks to ensure
that the overall workplace is safe for
everyone.
All employees are required to
understand the requirements and
implications from the Code of
Conduct. All new hires are briefed on
the requirement during their new hire
orientation programme.
To make sure our employees are well
informed about health-related issues
relevant to their workplace, Human
Resource conducts lunch talks on this
topic on a regular basis.
Fundamentally, empowering people
is about believing in them and
respecting their individual dignity.
Fuji Xerox Singapore adheres to the
principles of human rights well defined
by its parent company. Through the
employee code of conduct, we observe
a number of key areas relating to
human rights including basic labour
rights, prohibition of discrimination
and harassment, protection of privacy,
prohibition of forced and child labour,
and workplace health and safety.
No case of human rights-related
grievance has been reported. Our code
of conduct applies to all employees.
We also respect our employees’ rights
to freedom of association as well as
their membership in trade unions
and other professional bodies. Fuji
Xerox Singapore also maintains a
harmonious relationship with the
union. We contribute to their branch
fund in supporting their activities for
their members.
Employee engagement
All staff and managers attend regular
staff communication sessions to get
updates on Fuji Xerox Singapore’s
financial performance status
and pertinent business activities.
The communication sessions are
customised to the needs of the
audience. For example, during the
Manager Communication session
which is held on a bi-monthly basis,
the Senior Managing Director
addresses issues pertaining to
leadership areas while the Quarterly
MD Communication Sessions touches
on specific issues which are relevant
to the members of the respective
Departments or Business Units.
Human rights
How we measure ourselves
We track and assess a number of workplace-related performances across the company.
Indicator
2009
2010
2011
Men : Women ratio (non managerial positions)
66:34
63:37
66:34
Men : Women ratio (managerial positions)
60:40
56:44
61:39
Training hours per employee
N.A.
29.2
33.1
Turnover rate
21%
15.4%
16.2%
(21.6%)
(24%)
(24%)
(national average)
In 2011, we identified no incidents of forced labour, child labour or young workers across the organisation.
For over a decade, Fuji Xerox Singapore has regularly carried out internal employee surveys. In February 2012, we did our first
external Employee Engagement and Satisfaction Survey. We are pleased to have scored 69% for the employee effectiveness
score. This is 6% higher than the Singapore country norm.
16
Fuji Xerox Singapore Sustainability Report 2012
Investing in Our Community
What it means for us
Fuji Xerox Singapore has been part of the community, and the community has been a big part of Fuji Xerox Singapore for
more than three decades. It is our goal to become a long-term investor of the community in which we operate.
Because we want to make a contribution towards the society and environment we want for our children and grandchildren, our
social contribution efforts focuses on youth. We also strive to maximise our commitment to community development through
engaging our employees.
What we do
Fuji Xerox Singapore recognises that community involvement is not about a one-off charity or volunteering event. In the
same way that we have approached our relationships with customers, we have built long-term relationship with the following
partners:
Student Advisory Centre
Singapore Children’s Society
Fuji Xerox Singapore has been a
corporate partner of the Student
Advisory Centre (SAC) since 2010.
SAC is a charitable organisation
that provides disadvantaged youth
educational assistance and healthy
meals in schools. Through our annual
charity golf and movie-screening
events, we have raised over S$110,000
for SAC’s Lunch Box Fund. In addition
to our monetary contribution, we have
conducted nutrition workshops for
approximately 100 primary school
students.
We adopted the Singapore Children’s Society in 2012 to broaden our engagement
of the young. For each customer compliment received, Fuji Xerox Singapore
contributes S$2 to Singapore Children’s Society – Sun Beam Place.
The 2011 Christmas Wish Initiative
by Fuji Xerox Singapore Social
Contribution Committee.
Boy’s Brigade and Children Cancer Foundation
For more than five years, Fuji Xerox Singapore has been working with the Boys’
Brigade and Children Cancer Foundation on the “Christmas Wish” initiative.
This initiative fulfils 300 wishes from disadvantaged children every year,
through our employees’ involvement. To-date, donations in kind worth a total of
approximately S$72,000 have been made.
Fuji Xerox Singapore Sustainability Report 2012
17
Investing in Our Community
Youth education
Since 2010, Fuji Xerox Singapore has participated in the
National Environment Agency (NEA) Corporate & School
Partnership (CASP) programme, which pairs corporate entities
to work with schools on environmental projects. We saw a
clear alignment between the programme’s objectives and Fuji
Xerox Singapore’s core business and focus on youth. To date,
nearly 80 students from ITE College West have benefitted
from the programme. We have provided these students with
exposure to our green technologies and solutions, and have
mentored them on various areas relating to our environmental
management system. (See our green products and business
solutions in the ‘Impact on the Environment’ section.)
Fuji Xerox Singapore was recently awarded the certificate
of sustained partnership for our continuous engagement
with ITE College West. In addition, we have arranged visits
to our offices for about 350 students, to help them better
understand our business, technology and green practices.
Expanding our impact
overseas
Although Fuji Xerox Singapore
operates solely in Singapore, we have
many affiliates across the region.
Some of these affiliates are based in
countries which have been affected
by natural disasters such as floods
and earthquakes. When such an
event occurs, Fuji Xerox Singapore
participates in disaster relief efforts to
help support our community outside
Singapore. We raised approximately
S$26,000 in support of earthquake
relief efforts in Japan and New
Zealand in 2010 and approximately
S$14,000 in support of flood relief in
Thailand and the Philippines in 2011.
We also made donations in kind to
the Philippines Bayanihan Society via
Singapore Red Cross Society.
CASP participating students from ITE College West with Ms. Pauline Chua, General
Manager, Human/Organisation Resource & Development, Fuji Xerox Singapore.
How we measure ourselves
We believe that we have made a humble but meaningful impact in our society to-date.
S$ 64,000 donated in 2011
Generate about S$72,000 donation
in kind for disadvantaged children
Engaged over 400 students through
educational visits and school
partnership
Reached out to 75 children from
Singapore Children’s Society
(Sun Beam Place) through
Fuji Xerox Singapore volunteers
Contributed S$110,000 to
SAC’s Lunch Box Fund
Educated approximately
100 primary students through nutrition
workshops
18
Fuji Xerox Singapore Sustainability Report 2012
GRI Index
Profile Disclosures
Strategy and Analysis
1.1
Page
Statement from the most senior decision-maker
2
Organizational Profile
2.1
Name of the organization
3
2.2
Primary brands, products, and/or services.
3
2.3
Operational structure
3
2.4
Location of headquarters
3
2.5
Number of countries where the organization
operates
3
2.6
Nature of ownership and legal form.
3
2.7
Markets served
3
2.8
Scale of the organization
3
2.9
Significant changes during the reporting period
2.10
Awards received
1
3, 14
Report Parameters
3.7
Specific limitations on the scope or boundary
1
3.8
Basis for reporting on joint ventures, subsidiaries,
etc. 1
3.10
Re-statements of information provided in earlier
reports
1
3.11
Changes from previous reports
1
3.12
Table identifying the location of the Standard
Disclosures in the report
18
Governance, Commitments, and Engagement
4.1
Governance structure
3
4.2
Indicate whether the Chair of the highest
governance body is also an executive officer
3
4.3
Number and gender of members of the highest
governance body that are independent and/or
non-executive members
N/A
4.4
Mechanisms for shareholders and employees
to provide recommendations or direction to the
highest governance body
15
4.14
List of stakeholder groups
4
4.15
Basis for identification and selection of
stakeholders
4
Report Parameters
3.1
Reporting period
1
3.2
Date of most recent previous report
1
3.3
Reporting cycle
1
3.4
Contact point
19
3.5
Process for defining report content
1
3.6
Boundary of the report
1
Performance Indicators (
full disclosure,
Page
partial disclosure)
ISO 2600 Clauses1
UNGC
Principles2
Page
Economy
EC8
Development and impact of infrastructure investments and services
provided primarily for public benefit
6.3.9; 6.8; 6.8.3 6.8.5; 6.8.7
_
16, 17
EN1
Materials used by weight or volume
6.5; 6.5.4
8
10
EN2
Percentage of materials used that are recycled input materials
6.5; 6.5.4
8; 9
9
EN3
Direct energy consumption
6.5; 6.5.4
8
9
EN4
Indirect energy consumption
6.5; 6.5.4
8
EN5
Energy saved due to conservation and efficiency improvements
6.5; 6.5.4
8; 9
7, 9
EN6
Initiatives to provide energy-efficient or renewable energy based products
and services
6.5; 6.5.4
8; 9
5, 6, 7
EN7
Initiatives to reduce indirect energy consumption
6.5; 6.5.4
8; 9
6, 7, 8
EN16
Total direct and indirect greenhouse gas emissions
6.5; 6.5.5
8
EN18
Initiatives to reduce greenhouse gas emissions and reductions achieved
6.5; 6.5.5
7; 8; 9
EN22
Total weight of waste by type and disposal method
6.5; 6.5.3
8
EN26
Initiatives to mitigate environmental impacts of products and services
6.5; 6.5.4; 6.6.6 6.7.5
7; 8; 9
EN27
Percentage of products sold and their packaging materials that are
reclaimed by category
6.5; 6.5.4; 6.7.5
8; 9
Environment
1
2
9
9
7, 8
9
5, 6, 7
9
Seven subjects: Governance (6.2), Human rights (6.3), Labour practices (6.4), The environment (6.5), Fair operating practices (6.6), Consumer issues (6.7),
Comm unity involvement and development (6.8)
10 Principles: Human rights (1,2), Labour (3,4,5,6), The environment (7,8,9), Anti-corruption (10)
Fuji Xerox Singapore Sustainability Report 2012
19
GRI Index
Labour
LA1
Total workforce
6.4; 6.4.3
–
13
LA2
Total number and rate of new employee hires and employee turnover
6.4; 6.4.3
6
15
LA3
Benefits provided to full-time employees that are not provided to temporary
or part-time employees
6.4; 6.4.3; 6.4.4
–
13
LA7
Rates of injury, occupational diseases, lost days, and absenteeism
6.4; 6.4.6
1
15
LA10
Average hours of training per employee
6.4; 6.4.7
–
15
LA12
Percentage of employees receiving regular performance and career
development reviews
6.4; 6.4.7
–
14
LA13
Composition of governance bodies and breakdown of employees per
employee category
6.3.7; 6.3.10; 6.4 6.4.3
1; 6
15
LA15
Return to work and retention rates after parental leave
6.4; 6.4.4
–
14
Total number of incidents of discrimination
6.3; 6.3.6; 6.3.7
6.3.10; 6.4.3
1; 2; 6
14
SO1
Percentage of operations with implemented local community engagement
6.3.9; 6.8; 6.8.3
–
16
SO3
Percentage of employees trained in organization’s anti-corruption policies
6.6; 6.6.3
10
3
SO4
Actions taken in response to incidents of corruption
6.6; 6.6.3
10
(1)
SO8
Monetary value of significant fines and total number of non-monetary
sanctions for non-compliance with laws and regulations
6.6; 6.6.3; 6.6.7
6.8.7
–
(2)
Human Rights
HR4
Society
Product Responsibility
PR1
Life cycle stages in which health and safety impacts of products and
services are assessed for improvement
6.3.9; 6.6.6; 6.7
6.7.4; 6.7.5
1
11
PR5
Practices related to customer satisfaction
6.7; 6.7.4; 6.7.5 6.7.6; 6.7.9
–
11, 12
PR7
Total number of incidents of non-compliance concerning marketing
communications
6.7; 6.7.3; 6.7.6 6.7.9
–
(3)
We had no cases of corruption.
We had no cases of non-compliance with laws and regulations.
3
We had no cases of non-compliance with regulations and voluntary codes concerning marketing communications.
1
2
Feedback
If you have any comments or questions regarding this report, please write to us.
Corporate Social Responsibility Department
Fuji Xerox Singapore Pte Ltd
80 Anson Road #01-01, Fuji Xerox Towers,
Singapore 079907
Fuji Xerox Singapore Pte Ltd
80 Anson Road
#01-01 Fuji Xerox Towers
Singapore 079907
Phone: 6766 8888
Fax: 6761 6700