ALFA is a major force in the economy of many communities where it operates, by investing directly in productive and commercial infrastructures, creating direct and indirect jobs, buying materials and raw materials, and supplying products and services.

Because the value chain is crucial to the company’s performance, ALFA has developed several initiatives to support its many components, which includes suppliers, distributors, customers and consumers.

The companies maintain a close relationship with its suppliers, supporting them to improve their processes and product quality, and providing advice on environmental issues. ALFA also monitors their compliance with its Code of Ethics, including issues such as respect for human rights, prohibition of child labor and respect for environmental regulations in their respective industries, among others.

SIGMA PLANT IN SPAIN

Sigma built a new cooked and cured meats plant in Burgos, Spain, with a capacity to process 100,000 metric tons a year. The factory is considered the most advanced of this kind in the world, thanks to cutting-edge technology that makes operations more efficient and environmentally friendly.

CUSTOMER SATISFACTION

Axtel has a customer satisfaction evaluation system, as advertised in its services, administered through quarterly surveys. The Axtel Code of Ethics also contains a specific chapter on advertising and sales, which establishes the commitment to respect customers and be truthful in all advertising and sales activities.

SUPPLIERS DEVELOPMENT

In 2016, Indelpro was granted with the AISTAC Award given by the Asociación de Industriales del Sur de Tamaulipas, which acknowledges those companies that give a significant boost to their suppliers’ development. It also promoted the creation of the Suppliers Committee of the same association, through which best practices are shared regarding suppliers’ development among the member companies.

INVESTMENT

In 2016, ALFA invested U.S. $1,491 million in assets, covering a broad array of goods and services, including raw materials and inputs -petrochemicals, aluminum, energy, meat and milk-, industrial equipment, computers, construction materials, transport and insurance services, among others.

CAVALUE CHAIN

Responsible purchasing

ALFA pays special attention to its relationship with suppliers and follows strict selection procedures to ensure the quality and timeliness of their products and services. To do so, it relies on the Supplier Selection Policy, conducting continuous evaluations and reviews to verify the quality of the materials purchased.

In addition, through the Sustainability Committee, ALFA fulfills its commitment to helping suppliers to raise their social and environmental standards. This project will entail creating a frame of reference and methodology for learning about their sustainability practices, as well as the status of their progress in this area. With this, ALFA can help its suppliers draw up plans for their development that are reflected in better performance.

Service and customer support

The Sigma Customer and Consumer Service Center provides a direct link with these stakeholders, offering a means of contact for hearing and responding to their concerns and thus receiving timely information that allows us to develop specific solutions. In 2016, this Center received 273,144 contacts, including, acknowledgments, congratulations, complaints, concerns and questions. At the same time, new mechanisms were installed to streamline responses, reducing to 1.4% the rate of non resolved calls, which is below the 6% average in the industry.

Providing an outstanding customer service is one of Axtel’s priorities. In addition to the training that the operational and customer service personnel receive, the company has phone numbers that allow its users to report any doubt, need or service failure. Axtel made 3’521,973 interactions with its customers in 2016.

Sigma Nutrition Institute

In 2016, the Sigma Nutrition Institute was founded to promote research and generate knowledge on nutrition and wellness. During the year, six international scientific committees were involved in an effort to learn about both the member opinions and the scientific reality of public health issues related to the consumption of foods in the categories of dairy, cold cuts and fresh meat.

Responsible Marketing

ALFA acts responsibly in making products and providing services, as well as in its packaging design and marketing campaigns. 100% of the Sigma’s packaging and labels provide all the nutritional information required by law in each country where it operates, as well as instructions on proper handling and disposal, especially those that may have a social or environmental impact.

Sigma abides by and measures its advertising aimed at children in accordance with the Self-Regulation Code for Advertising of Foods and Non-Alcoholic Beverages (PABI Code), as well as the initiative promoted by CONMEXICO, which promotes the placement of front labels in food packaging, in order to promote a broader awareness of nutrition. The Company is also a signatory of the National Agreement for Food Health Strategy to combat overweight and obesity in Mexico.

Marketing by ALFA’s remaining companies does not require this level of detail, since they sell products for industrial use. None of ALFA’s companies sell banned products, or are the subject of discussion among their stakeholders, or a topic of debate in public opinion.

Protection of information

In 2010, Mexico enacted a new Federal Law on the Protection of Personal Data. ALFA has taken actions to ensure full compliance in all its operations, reinforcing the controls that were already in place.

Thanks to this effort, in 2016, there were no substantial fines, incidents or complaints of this kind in any of ALFA’s businesses.

Customer Satisfaction Surveys

ALFA’s companies measure customer satisfaction through several processes, such as the complaint and suggestion hotlines, telephone and e-mail surveys, web page forms, face-to-face meetings, customer visits, and others.

2016 2015
AVERAGE GRADE OBTAINED 94.2% 92.87%