ABOUT NESTLE

Nestlé is a Swiss multinational food and beverage company headquartered in Vevey , Switzerland. It is the largest food company in the world measured by revenues.
Nestlé’s products include baby food, bottled water, breakfast cereals, coffee and tea, confectionery, dairy products, ice cream, frozen food, pet foods, and snacks. Twenty-nine of Nestlé’s brands have annual sales of over about US$1.1 billion including Nespresso, Nescafé, Kit Kat, Smarties, Nesquik, Stouffer’s, Vittel, and Maggi. Nestlé has 447 factories, operates in 194 countries, and employs around 333,000 people. It is one of the main shareholders of L’Oreal, the world’s largest cosmetics company.
Nestlé was formed in 1905 by the merger of the Anglo-Swiss Milk Company, established in 1866 by brothers George Page and Charles Page, and Farine Lactée Henri Nestlé, founded in 1866 by Henri Nestlé. The company grew significantly during the First World War and again following the Second World War, expanding its offerings beyond its early condensed milk and infant formula products. The company has made a number of corporate acquisitions, including Crosse & Blackwell in 1950, Findus in 1963, Libby's in 1971, Rowntree Mackintosh in 1988, and Gerber in 2007.
Nestlé has 8,000 brands, with a wide range of products across a number of markets, including coffee, bottled water, milkshakes and other beverages, breakfast cereals, infant foods, performance and healthcare nutrition, seasonings, soups and sauces, frozen and refrigerated foods, and pet food.
Our report basically consists of the “you attitude” Nestle company have within and outside the organization. You attitude is basically a style that is based on the principle that readers/audiences are more concerned about their own needs than they are about yours. We have focused majorly on how Nestle deals with these principles and to what extent do they use this style to market their brand. SECONDARY RESEARCH ON NESTLE’S YOU ATTITUDE

Water access and conservation
Nestles commitment is to raise awareness on water conservation and improve access to water and sanitation across our value chain. Every Nestlé employee has access to safe water, sanitation and hygiene of an appropriate standard at the workplace. 350 000 beneficiaries in local communities will have access to water, sanitation or hygiene projects around our manufacturing facilities and in Farmer Connect areas. Through education initiatives, we are helping our employees, suppliers and consumers to improve their understanding of the importance of water conservation and stewardship.

The WHO estimates that every person needs 50 to 100 litres of fresh water per day to meet their basic daily needs. But, today, as estimated by the WBCSD, more than 1.8 billion people depend on unsafe drinking water, and an estimated 4 billion lack access to basic sanitation. We agree that lack of access to safe water, sanitation and hygiene can cause illness or death, impair productivity, and restrict markets for some products and services. We believe there is a clear and compelling economic case for businesses to demonstrate leadership by addressing this situation..

Nestles chairman, Peter Brabeck-Letmathe thinks that water is a human right and that everyone, everywhere in the world, has the right to clean, safe water for drinking and sanitation.
Mr Brabeck supports the United Nations' view that ‘there is enough freshwater on the planet for seven billion people, but it is distributed unevenly and too much of it is wasted, polluted and unsustainably managed’. According to UN Water, water scarcity already affects every continent. Around 1.2 billion people, or almost one-fifth of the world's population, live in areas of physical water scarcity, and 500 million people are approaching this situation.

Mr Brabeck has always argued that everyone should have free access to the water they need for drinking and sanitation, wherever they are in the world. However, he does not believe it is fair that more than two billion people worldwide lack even a simple toilet, and more than one billion have no access to any kind of improved drinking source of water, while in other parts of the world people can use excess amounts of this precious and increasingly scarce. Mr Brabeck chairs the 2030 Water Resources Group, an innovative collaborative effort between business, government and civil society that looks for practical solutions to address water scarcity. He is the leader of the World Economic Forum Water Initiative, an influential public-private partnership that explores possible solutions to water scarcity and encourages stakeholder dialogue and collaboration.

Nestlé Nigeria HIV/AIDS Workplace Attitude
Principle of non-discrimination

Nestlé offers free testing for HIV to every individual. It assists with pre and post-test counselling when test indicated a “positive” result. Nestlé advises test always in reliable centers with guaranteed quality assurance and a “positive” test result will be re-confirmed by running a second HIV test. It ensures that tests results are confidential and will not be disclosed to a third party without the prior permission of the patient. It promotes and facilitate access to voluntary confidential testing and counselling for all employees.

Nestlé accommodates employees with HIV as with any other illness. Every employee with HIV+ who meets acceptable standards of performance and does not pose a health and safety hazard to other employees will be able to continue to work. It protects HIV-positive employees against discriminations, victimization or harassment through the application of normal company disciplinary and grievance procedures. No employee suffers adverse consequences whether dismissal or denial of appropriate alternate employment opportunities, merely on the basis of HIV infection.
Employees living with HIV/AIDS will be treated no less favorably than staff with any other serious illness/condition, in terms of statutory and company benefits, workplace compensations, where appropriate and other available services. The principle of non-discrimination will extend to job application, training, promotion, compensation benefits and other entitlements. Nestlé will encourage atmosphere of openness, trust and a firm stand against discrimination. Nestlé recognizes that HIV/AIDS is not transmitted through routine, casual personal contact under normal working conditions. Therefore, there would be no grounds for refusal to share a workplace with an HIV-positive person.

YOU ATTITUDE INSIDE NESTLE
The Nestlé Policy on Safety and Health at Work

At Nestlé, it’s believed that sustainable success can be reached only through people. No other asset in the company is as important as the people that contribute with their work to their culture and their business results. Therefore, they devote all the necessary energy and attention to protect employees, contractors and any other people involved with the company along the value chain, including suppliers, customers and the public. This Policy on Safety and Health at Work is based on the Nestlé Corporate Business Principles and the Nestlé Management and Leadership Principles, which are binding for the whole Nestlé Group.
To be at the forefront of accident prevention in the industry, they implement in all our sites the mandatory Nestlé Occupational Safety and Health Management System, which meets or exceeds the requirements of the health and safety laws applicable in the countries in which they operate.
Nestlé believes that accidents are preventable and therefore “one accident is one too many”. They integrate Safety and Health in the management of their business in such a way that all activities are considered with a perspective of prevention of all types of accidents and protection of the people at work. To advance a strong safety culture that effectively prevents accidents, they establish local safety and health organizations that provide specialist advice to managers and employees. They commit to perform systematic identification of hazards and to manage them with appropriate risk assessments and subsequent actions to minimize danger. They establish emergency and contingency plans to deal with residual risks. This approach also minimizes threats to the business, protecting their shareholders’ interest.
Nestle’s Occupational Safety and Health management system is based on the concept of continuous improvement. They improve constantly thier performance by designing and adapting processes, work practices and systems in the direction of better ergonomics and greater safety. They base their improvement on the monitoring of safety and health performance as well as on the analysis of incidents that produce injuries and of workplace activities whose cumulative effects may lead to illnesses.
Nestlé recognizes the critical role of senior management to ensure a safe and healthy work environment. As an integral part of managing the business, Nestlé managers – at all levels – are accountable for managing workplace health and safety with strong leadership and credibility. Their annual objectives include a contribution to the safety culture and performance. To reinforce an already strong safety culture, Nestlé sets ambitious goals and high standards, as part of its Occupational Safety and Health management process. At the same time, Nestlé judges that employee involvement is indispensable to establish and maintain safety and health in the workplace. Respect of safety principles, standards and procedures is a condition of employment. Conversely, employees are empowered to: – challenge any unsafe acts they see or perceive; – put a task on hold if they judge that safety is not adequate, until a competent person takes appropriate risk control measures. Employees are responsible for working in a safe manner to prevent injury to themselves, fellow workers and other persons. They are asked to become actively involved in programs to improve health and safety performance in the workplace.

YOU ATTITUDE OUTSIDE NESTLE
The Nestlé Policy on Environmental Sustainability

At Nestlé, the recognized world’s leading Nutrition, Health and Wellness Company, they believe that to be successful over the long-term they need to create value for our shareholders and for society as a whole. They call this Creating Shared Value (CSV). As an essential prerequisite for CSV they not only have to comply with all applicable legal requirements and The Nestlé Corporate Business Principles but also ensure that the principle of sustainable development is embedded in their activities, brands and products. This means protecting the future by making the right choices in an environment where water is increasingly scarce, natural resources are constrained and biodiversity is declining. All of these elements are vital for feeding a growing world population and for the development of Nestlé. Moreover, climate change may exacerbate our Planet’s environmental challenges.
Nestlé is therefore committed to: full compliance with all applicable legal environmental requirements and their internal requirements where specific environmental legislation is non-existent or insufficient ; the continual improvement of the environmental performance of their activities, products and services and prevention of pollution through the Nestlé Environmental Management System (NEMS) which complies with the international ISO 14001 standard; the systematic assessment and optimization of environmental impacts in the design of new and renovated products; the responsible sourcing of ingredients, packaging materials and other goods and services from suppliers who comply with the Nestlé Supplier Code and demonstrate continual improvement of their environmental performance; so that Nestlé’s products will be not only tastier and healthier but also better for the environment along their value chain.
This also means delighting consumers by giving them another reason to trust Nestlé and enjoy its products, and living up to employees’ and external stakeholders’ expectations about their environmental responsibility and practices. Nestlé is therefore committed to: meaningful and accurate environmental information and dialogue based on scientific evidence about our products, activities and services at corporate, market and product brand level; independent environmental auditing, verification and certification of their practices and along their supply chain; environmental awareness training and education for their employees, alongside effective communication with employees and recognition of their initiatives and achievements towards environmental improvement; proactive long-term engagement and partnerships with stakeholders, including regulators, scientists, customers, business partners, civil society organizations and the community, in order to define, implement and evaluate solutions to the complex environmental challenges we are facing.

YOU ATTITUDE WITH CUSTOMERS

Nestlé believes that individual responsibility and freedom of choice are basic human rights. However, they have a responsibility to help build awareness of how people can exercise control over what they eat and drink – to ensure that they enjoy a balanced diet. Nestlé considers that proper nutrition and adequate physical activity are integral to maintaining good health. Nestlé develops, produces and markets a wide range of foods and beverages. These products satisfy many consumer needs: nutrient content, variety, pleasure and convenience. Every food and beverage has a role to play in contributing to the consumers’ achievement of a balanced, healthy diet and overall well-being. Nestlé will provide consumers with helpful, understandable and relevant information about the nutritional and health benefits of its products. They create or make use of the opportunities for nutritional education – including the role of regular exercise, a balanced diet and moderation in food consumption. Nestlé does not use either extremely thin or obese people as role models in its communication. Nestlé encourages and preferably sponsor events that involve people – and especially growing children – in healthy, energetic pursuits and lifestyle, with nutrition playing a positive role.

Nestle values nutrition, health, wellness, and “you”

As the world’s leading nutrition, health and Wellness Company, our mission of “Good Food, Good Life” is to provide consumers with the best tasting, most nutritious choices in a wide range of food and beverage categories. “Good Life” also refers to the way we live and work together. We believe that when we share common values, it makes our work that much better. These include:
• Integrity coupled with a strong work ethic
• The desire to do quality work
• Friendly, open and honest communication
• An openness to future trends and new business opportunities
• Pride in enhancing our company’s reputation and performance
• A passion for our products and brands

From Food Technologists who bring product ideas to life to Sales Representatives who bring their products to their customers, everyone at Nestlé USA shares its core values and plays a key role in moving the company forward. Primary Research

For primary research we did two things:
1. Survey
2. Interview
We designed different questions keeping you-attitude culture to serve as the foundation of the questions. We distributed this survey to 60 employees at Nestle. We also made sure that this survey was distributed to people from different departments, different posts, different ages, different work experience and different income levels. This would make sure we get and unbiased point of view of everybody working at Nestle and what they think about working at Nestle. Survey questionnaire can be found in the appendix page.
The results of the survey, and the analysis of the result is on the following pages
The analysis will be done using the mode. The mode result is bold on the survey result on the following pages.
Survey

1. How do you rate the customer satisfaction of Nestle’s products? Great Satisfaction Satisfactory Unsatisfied
Answers 53 7 0

2. Are you familiar with the concept of you-attitude? Yes No
Answers 16 44

3. Did you know the concept by another name than this? Yes No
Answers 34(+16) 10

4. Do you think you-attitude is important? Yes No
Answers 52 8

5. Do you use it often? Occasionally Seldom Never
Answers 28 22 10

6. Do you think you-attitude helps in customer satisfaction? Yes No Do not know
Answers 48 0 12

7. Do you think you do it better than your competitors? Yes No Do not know
Answers 30 2 28

8. Do you train employees/Are you trained for you-attitude? Yes No
Answers 45 15

According to the results,
• Mostly everyone at nestle believes that people are greatly satisfied with its product and none, not even the guards believe that any customer of theirs is unsatisfied with nestle and its products.
• Majority of the people do not know what You-Attitude was, and the only people who knew it by the term were the high management and the fresh graduates who have studied it in their courses.
• But when we further inquired we got to know that most of the people actually knew the concept, just not by its term.
• The only people who did not knew were the low level employees.
• Almost everyone thinks that You-Attitude is important, which is a very healthy mindset.
• Mostly everyone believes that you-attitude leads to higher customer satisfaction and good work environment.
• Also half of the test group said that you-attitude at Nestle is better than its rivals while half of them were oblivious.
• The interesting part was that when we got to know that Nestle only trains about you-attitude to its employees working inside of the office who usually communicate with each other and to customers but not to the employees like guards, and low tier employees INTERVIEW

An interview was conducted with Mr. Syed Owais Ahmed, the brand manager of Nestle, following are the details.
Interview with: Mr. Syed Owais Ahmed (Brand Manager, Nestlé)
Me: How would you define “You attitude”?
BM: It is truly an attitude that we believe, and, as a result, we make people around us believe that the most important person in our business relationship is you: my audience, my co-worker, my customer. The goal of communication in business is to get our audience to do what we want them to do, so then we have to them believe that they are valued and appreciated.
Me: How is customer complaint dealt with?
BM: For us, if I reply you with the “You attitude” we have some tips and guidelines in dealing with the customers. We follow them and Alhamdulilah we have succeeded. Before that, I would like to tell that we have customer services in the following ways:
• Telephone: We have a consumer services team in every region where we operate. Find the telephone number of your nearest centre in Nestle online.
• Email: You can send an email through our contact form, selecting your country of residence. Your e-mail will be forwarded to your local consumer services team who will try to answer within 48 hours insha-Allah.
• You can also find all consumer service contact details on the labels of all our products.
Now the 6 ways of dealing consumers are:
1. Listen carefully to what the customer has to say, and let them finish.
2. Ask questions in a caring and concerned manner.
3. Put yourself in their shoes.
4. Apologize without blaming.
5. Ask the customer, "What would be an acceptable solution to you?"
6. Solve the problem, or find someone who can solve it— quickly!
Me: What actions are taken to ensure you attitude is implemented?
BM: Our first way is when we recruit a new hire, we give him trainings and make him adjust to the new environment where we tell him how to behave and learn to respect in a corporate world. This does not always remain the case because in sometime the person gets use to the environment and behaves in a informal way too, but this is in a very rare case. We transcribe our message through trainings which the foremost the easiest way to communicate. We deliver ethical sessions and practices to tell the employee how to behave. For us, people with positive attitude are important. The very first step towards a more positive attitude and optimistic thoughts is to detect your negative thoughts and mindsets. You need to be aware that you have the fullest control about every one of your thoughts. Pessimistic thinking is only a negative habit that has been developed over many years. But every negative habit can be changed into a more positive one.

ME : What is the appraisal method used in your organization?
BM: We have a very structured system where the Manager of each department closely analyses each employee’s performance each week and then and at the end of the month the performance is discussed with employee and recommendations are made.

ME: As employees’ development is a huge part of implementing the you attitude, are training and development opportunities given to your employees?
BM: We are a people company. We want our employees to have the knowledge and skills to deal with different situations and so we do our best to facilitate our employees and give them the best opportunities to help develop them.

ME: What is the way of conflict resolution?
BM: I think that there isn’t a rigid way to say what is right or wrong, it all depends on the situation. Conflict resolution is the most difficult part and shows if a leader can lead well or not. The first step is to hear both sides of the story. Sometimes the decision is simple if you know who is at fault. But at other times you think that both parties are right in their own ways. Here comes the difficult part. One thing to do is that you make them both listen to each other and negotiate a solution. The other way someone loses and you can just hope the decision is right. The ultimate thing is for the dispute to end there because you need friendly environment in order for the organization to perform well in the future.

ME: How do you measure the progress of your employees?

BM: there are two aspects: tangible and intangible. The tangible part included stuff that could be measured. Figure work and the number of entries would help in measuring how well the employees were doing. As for the other aspect, there was a long list of things, which could not be measured, but they equally contributed in an employee’s performance. These included underwriting cases, measuring the intellect, considering how well the individual thinks out of the box, how much improvements are brought, optimizing resources efficiently, making various reports and obviously the dedication, loyalty, hard work and punctuality were as important in evaluating performance. The different aspects he has to consider prove to be challenging. Sometimes humanitarian aspects need to be kept in mind but then making sure that those who work hard, do not suffer at the hands of the poor employees who were given more.
ME: Letting people go is a part of every organization, how is that dealt with?
BM: These situations are always critical. We always try our best to retain our employees but if the work is not being done then it cannot be tolerated. We warn and try to give them incentives but even then the work is criticized and not the person. Conclusion

I think that from the answers we can conclude that quite a few aspects of You attitude are implemented at Nestle. They care about their employees and development opportunities are always given. Also, in conflict resolution, the person is not held accountable but the work is, its never personal, according to Mr.Ahmed. Recommendations

There are no such recommendations that we can give to Nestle as a whole but talking about on individual aspects such as consider the junior staff sector, we believe that sheer importance shall be given to them within the Nestles culture, incentives and care-taking measures shall be provided. Not talk about feelings, except to congratulate or offer sympathy. Use you more often than I in positive situations. Use “we” when it includes the reader. Avoid “you” in negative situations.
When you adopt this “You – attitude”, you are able to appreciate the other persons situation and modify your communication style with consideration.