Retrouvez la présentation du cas Sodexo par Isabelle Hannedouche, Global VP, Business Improvement & Growth Support chez Sodexo, au cours de la table ronde "expérience client, l'homme au cœur de la transformation" de L'Observatoire de l'Excellence Opérationnelle du 3 Décembre 2015.

1. SODEXO EN BREF
20milliards€
de chiffre d’affaires
420 000
collaborateurs
Dans 80 pays
18e
employeur
mondial
1er employeur privé
français dans le monde
75 millions
de consommateurs
par jour
Services sur site
Services avantages et
récompenses
Services aux
particuliers et à
domicile
Leader mondial
des services de
qualité de vie

2. POURQUOI FAISONS-NOUS DE LA QUALITÉ DE VIE
UNE PRIORITÉ ?
En améliorant
la QUALITÉ DE VIE
de ceux que nous
servons
Nous améliorons
la PERFORMANCE
des personnes
et des organisations
RECONNAISSANCE
SANTÉ &
BIEN-ÊTRE
INTERACTION
SOCIALE
ENVIRONNEMENT
PHYSIQUE
FACILITÉ &
EFFICACITÉ
DÉVELOPPEMENT
PERSONNEL

4. UNE DEMARCHE GLOBALE POUR FAIRE ADHERER L’ENSEMBLE DES COLLABORATEURS
 A clear and unambiguous target understood at all
levels:
 Year 1: coverage significant revenues
 By Year 3: CM & OE becomes integrated into Business
as usual.
 Create Change: Focus on inefficiencies observed
and measured at site level to create sustainable
change in the way we operate & behavioural
change for continuous improvement
 Increase in: Engagement level, Client Satisfaction
level and Growth
 HSE: Increase awareness on safety and decrease
our accident level
 Investment in training One dedicated
deployment team of around 150
managers assigned for implementation
 Common commitment and
accountability of Segments, Finance,
HR & Service Operations
 Deploy the frameworks based on
training strategy and materials
developed at global level
 Local coaching and support to ensure
change is implemented
 Rigorous measurement of KPI both
deployment and performance
CORE BENEFITS TO ACHIEVE BENEFIT ENABLERS

5. L’ENGAGEMENT ET LA FORMATION : DEUX ÉLÉMENTS CLÉS
3 day face to face training
organised by region
Followed by 1 coaching for 3 to
4 deployment managers
Delivered by Global SO
Kick of OE / CM in the
different regions
Train the 150 Deployment
Managers around the world
DELIVERYMECHANISMPURPOSE
1 day face to face training
organised
90 day calendar to support
1 day follow up evaluation
Delivered by Deployment
managers
Kick-off train the trainer in the
segments
Train the district managers
and selected site managers
Face to Face training for
advanced tools
Onsite coaching to complete a
Level 2 training
Delivered by Global SO/
Regional SO
Improve capability in some
deployment managers to be
able to perform Level 2
analysis
TIER 3
Group L&D and Regional L&D are involved through the whole process
TIER 1 TIER 2
ENABLERS
Systems and
monitoring
Training Packs Guidelines
Innovations
and Best
practices