Customers
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- Sales channels including stores, online shopping, and Automatic Super Delice (ASD)
- Responding to customer inquiries at Customer Service Office
- Holding in-store events with customers
- Responsible advertising, product displays, and marketing
- Dispatching user-specific information through FamiPay app
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- Reflection in sales and number of customers visiting stores
- Improvement of the evaluation of products and services
- Voices to the Customer Service Office: 91,053
- Downloads of FamiPay app: 4 million (as of November 30, 2019
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- Improve the quality of products and services that meet
consumer needs
- Improve store management quality, including product
lineup, customer interactions, cleanliness, etc.
- Increase communication opportunities using in-store
equipment and apps
- Pursuit of easy to understand and ensuring accuracy of
product displays
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Local communities / NGO
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- Dialog through Customer Service Office
- Support for development of the next generation, prevention of crime and disaster,dialogue with communities through customer-participation events
- Collaboration with the local government
- Direct dialog with elementary schools through the development of the next generation
- Donations collected at stores and from FamilyMart employees
- Cooperating to hold local events and community activities
- Human support for the operation of organizations
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- Strengthening of the environment awareness of the children in the local community
- Contribution to local crime and disaster prevention systems
- Food and supplies distributed in natural disaster:about 5,000 bottles of drinks including 600 ml bottles of water; about 4,000 bottles of vegetable juice
- Relief donations to disaster-affected areas: ¥99 million
- Fiscal 2018 donations (except relief to disaster-affected areas): ¥444 million
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- Proposal and implementation of the development of the next
generation and local community activities through stores
- Expand community contribution activities based on
comprehensive partnership agreements, disaster relief
agreements, and watch over agreements
- Effective use of donations collected at stores, from
FamilyMart employees and from corporation.
- Aware of resolving social issues of customers, franchised
stores, and employees
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Franchised stores
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- Establish and implement action plans to support franchised stores
- On-site visits by the president and have conversations with franchised stores
- Direct meetings with the President
- Regular store visits by the supervisor
- Kansha no Tsudoi (Gratitude Gathering; a meeting to announce fiscal year policies/product seminars
- Operation of Staff Hiring Center and "FamiJOB", a system for recruiting store staff
- Distribution of internal on-line monthly magazines for franchised stores
- Operation of Franchised Store Relations Office
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- Stores inspected by President: more than 700 (since assuming office in September 2016)
- Kansha no Tsudoi: held 16 times at 11 venues nationwide (fiscal 2018)
- Satisfaction with product seminars: more than 90% (autumn-winter 2018)
- Strengthening holding of region/district-hosted store manager meetings
- Strengthening/enhancing of: support for free health examination services, seminars for improving store management skills, support system for managers to take leave, support for dispatching staff to stores (since June 2019)
- Study of store earnings with trial of shorter store business hours (continuing as of November 2019)
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- Promote store management efficiency
- Increase store’s profit
- Expand store operation support
- Establish of deep trust relationship
- Create community-based stores that understand and contribute to the local communities
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Store staff
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- Store staff awards program
- Full-time employee promotion system for excellent staff
- Periodic training for store staff
- SST (Store Staff Total System) Workshop
- Training support by Famima School
- Workshops for foreign staff
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- Number of awarded staff: 59,974, 253 staff won the Top prize/the Excellent Staff prize
- Excellent staff promoted to full-time employees: 10 (accumulated since 2017)
- Famima School: run 329 times; participants: 8,816
- Workshops for foreign staff: 286 participants
- Started of free health examinations support service (June 2019)
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- Reduce store workload and optimize manpower
- Enhancement and expansion of the system for store staff to get more motivated
- Enhance contents of workshops for store staff and trainings
for foreign staff
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Shareholders and investors
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- General Meeting of Shareholders
- Financial results briefing (including overseas)
- Meeting to exchange views with investors
- Explanatory meeting on sustainability
- Information disclosure in the official website and in various reports
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- Number of shareholders: 10,444 (as of the end of February 2019)
- Attendees at 38th Ordinary General Meeting of Shareholders: 152
- Individual meetings with investors: approx. 300 times
- Domestic and overseas conferences (sponsored by securities companies): 10 times
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- Improve shareholder value
- Simple and sincere information disclosure focused on accuracy, swiftness, and fairness
- Construction of a sound and highly transparent management system
- Enhance information disclosures with a focus on response to ESG investment
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Future generations
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- Cooperation and support for educational programs for high school/university students
- Hosting contests for elementary school children
- Provision of learning opportunities of work experience, etc.
- Supporting hands-on learning programs held by NGOs/NPOs through donations
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- Participants in Fiscal 2018 internship: 1,355
- Support for Kikigaki Koshien (sponsored by a non-profit)
- Support for data utilization competition (sponsored by Wakayama Prefecture)
- Thank You Letter Contest (supported by the Ministry of Education, Culture, Sports, Science and Technology)
Cumulative letters entered: more than 320,000
- Forest Classes (sponsored by the National Land Afforestation Promotion Organization)
Kindergarten children participated: more than 20,000
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- Expansion of programs offered
- Increasing store and employee participation rate in program
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Suppliers
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- Product policy briefing
- Information sharing with other companies
- Establishment of consultation service for business partners
- Conduct surveys for business partners
- Conduct factory audits with Japan Food Supply (JFS) from the perspective of CSR procurement
- Information sharing and capacity improvement on quality and hygiene management with outsourcing manufacturing contractors of ready-to-eat products
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- 118 business partner surveys have been answered out of 266 sent, of which 8 free-answers, 11 complaints, 1 praise
- JFS ingredients claims: 95.6% YoY
- Claims for producers of ready-to-eat products: 85.0% YoY
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- Strengthening of governance in the entire supply chains and consideration of human rights and the environment
- Educating suppliers about FamilyMart Sustainability Procurement Principles and Supply Chain CSR Code of
Conduct
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Employees
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- Conducting employee awareness survey
- Rally seminars by President
- Employee training/self-development support system
- Supervisor award system
- Self-evaluations (stress checks) / personal interviews with supervisor
- Internal portal site / company magazine
- Labor-management dialogue
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- Dialogues and discussions held with top managements (11 locations in Japan)
Brainstorming: more than 2,000 sessions (accumulated)
- Participation rate of stress check: 82.4%
- Participants of employees training supervised by the Human Resource Department: 6,169
- Collection rate of employee satisfaction survey conducted by labor union: 97.1%
- Securing and developing diverse human resources
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- Improve business as well as ability of planning proposal.
- Improve support for work-life balance
- Expand education and training system
- Promote good maintenance of both mental and physical health
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