LOTTE DEPARTMENT STORE's management philosophy is Customer
First and it always endeavors to provide the best services as well as
making safe, pleasant customer-centered store.
Product, Store Management
In December 2008, the Lotte Department Store’s livestock division became the first in the industry to acquire the HACCP (Hazard Analysis Critical Control Point) certificate. HACCP is a sanitation management system that guarantees food safety by preventing harmful factors in all food system processes, from the production of raw ingredients to manufacturing, processing, storage, distribution and final consumer consumption.
The Lotte Department Store has been preparing for the HACCP certification inspection for our 5 branches (Jamsil branch / Yeongdeungpo branch / Starcity branch / Gwangju branch / Dongnae branch) since May, and has passed the inspection for Ministry.
Quality assessment policy
The Lotte Department Store first introduced its quality assessment policy in August 2003. Though first starting with only 4 inspectors, we have since expanded to dispatch individual inspectors for all branches. The quality inspectors scrutinize the store’s sanitation control, reviews food-related regulation violations, examines personal hygiene measures, and works to improve refrigeration storage and other behind-the-scenes sanitation control.
Monthly inspection point
Intensive quality control during New Year’s Day
Inspection of gift sets
Inspection of pesticide residue in agricultural produce
Inspection of the source of origin for spring greens
Intensive quality control for food poisoning for the summer
Intensive sample inspection by government
Intensive monsoon sanitation control
Intensive food poisoning control month
Intensive quality control for Chuseok holidays
Inspection on sanitation blind spots
Intensive quality control for the kimchi season
Inspection of Christmas and Year-end gift set
Indoors air quality control
Department stores are multi-function facilities visited by numerous customers and as such, the indoors air quality control is of crucial importance. The Lotte Department Store is implementing an autonomous indoors air quality control standard stricter than the legal regulations so as to ensure the health and well-being of our customers and employees.
[ Air quality control results in all branches ] (As of October 2009)
for the Lotte
|Carbon monoxide (CO)||ppm||90||0.7||7.8||Satisfactory|
|Carbon dioxide (CO2)||ppm||1000||482.2||48.2||Satisfactory|
for the Lotte
|Carbon monoxide (CO)||ppm||20||2.7||13.5||Satisfactory|
|Carbon dioxide (CO2)||ppm||1000||526.4||52.6||Satisfactory|
Every year, the Lotte Department Store invites officials from supplier companies to express our gratitude, reinforce mutual trust, and reaffirm commitments to win-win cooperation. In March 2010, we invited 260 representatives from supplier companies for the ‘2010 Lotte Department Store Convention’ during which we awarded plaques for trust, friendship, hope, and gratitude to 23 outstanding suppliers. The event also selected 30 outstanding workers nationwide from suppliers to each branch, who worked steadfast through difficult environments and awarded a total of 60 million won and scholarship certificates for the ‘Lotte Love-sharing Scholarship’.
Colleague support management
We at Lotte Department Store think of our supplier colleagues as part of our family, so we offer diverse training opportunities, benefits, and feedback channels to communicate grievances and inconveniences in the stores.
Psychological counseling service
Inviting professional therapists for counseling sessions and stress management
Legal consultation service
Phone or e-mail based legal consultation service on all areas including civil, household, and real estate
Training programs for upgrading work skills, refinement, and vision/values so as to nurture outstanding workforce and reinforce solidarity among workers
Feedback system that runs on anonymous notes submitted by supplier colleagues on inconveniences in working conditions at stores as well as their requests, which will be reflected for further improvements
Fellow Colleague Day
Monthly Fellow Colleague Day to host various events, celebrate birthdays, provide special meals, and open new channels of communication
Quality assessment policy
The Lotte Department Store founded various channels to facilitate communication with suppliers, and has been implementing new policy reforms that reflect concerns raised by suppliers. We host CEO meetings every half-year term during which we invite representatives from each supplier (by product), compile their opinions, and reflect these lessons on our business operations.Furthermore, we have expanded our annual satisfaction surveys to twice a year, so as to pay further heed to supplier grievances, collect additional data for analysis, and better improve policies by reflecting these changes.
Win-win cooperation funds for suppliers
In June 2009, the Lotte Department Store created a 15 billion won win-win fund to support short-term cash shortage problems at supplier companies. Among 1,000 suppliers conducting regular business transactions with the Lotte Department Store, enterprises with smaller sales volume or credit insurances were selected first to qualify for up to 400 million won (average 200 million won) withdrawal from the win-win fund. This differs from our previous approach, where Lotte helped suppliers secure loans from financial institutions by extending our credit, in that the Lotte Department Store is using its direct financial capital, demonstrating Lotte Department Store’s commitment to win-win management.