2016 LYRECO CORPORATE BROCHURE_WITH STRATEGIC PARTNERS

Officeproducts

Furniture

Cleaning& hygiene

Technology products

Personalised products

Packaging supplies

Catering

Personal protection equipment

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WWW.lYrecO.cOM

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Lyreco Akoffice Askul Benir e-Store Solutions Comix Inforshop Marken W.B. Mason Novexco Officeday Officemag Officepro Office Products Depot Principado RTC

We siMPliFY YOUr liFe at WOrK …WOrlDWiDeActive in 42 countries on 4 continents, Lyreco ranks amongst the top worldwide distributors of workplace supplies solutions.

Lyreco’s strategy is founded on common strengths and shared systems. Pooling the expertise of its subsidiaries,the Group is able to offer international customers an identical range of services and products throughout the world.

countries42

availability rate99.4%

employees10,000

stocked products7,500 boxes delivered

everyday

230,000vans and drivers1,700

orders/day58,000 isO 9001

isO 14001certifi cationsgroup turnover

2bn€

14 strategic partners These alliances allow us to better serve our internationalclients with a presence in Argentina, Brazil, Canada, China, Estonia, India, Japan, Latvia, Lithuania, Mexico,New Zealand, Romania, Russia, Taiwan, Turkey and United States.

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Best in class servicesMany companies promise, but few actually provide your full requirements when you need them. We recognise how important service levels are to our customers so we will report our service levels to you monthly and financially guarantee our performance.

A simple yet efficient service proposition means effective solutions.

• Single source solution

• Dedicated account management

• Next day delivery

• No hidden charges

• Guaranteed no quibble returns

• Online and mobile shopping

• E-procurement expertise

• Private label products

• ISO 9001 and 14001 certified

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OnecOMPanY,OnesOlUtiOn

We provide you with the most effective workplaceproducts, services and solutions !

O N E O R D E R - O N E D E L I V E R Y - O N E I N V O I C E - O N E R E P O R T

One stOP sOlUtiOn

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Catering& Hygiene

Personal Protection& Equipment IT Environment

MachineConsumables

OfficeMachines

Label, Signage& Identifi cationPaper

Books& Pads

Writing& Correction

OfficeStationery

Reception, Offi ce& Personals Products

Furniture& Meeting Room

DocumentPresentation

FilingEnvelopes, Postroom& Packaging

PersonalisedProducts

Green ProductsWe offer environmentally preferableproducts with methodology of assessment validated and approved by SGS.

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WOrKPlace sUPPliesWhen it comes to workplace supplies, it takes the best to fi nd the best. Our business is amatter of achieving the right balance of quality, choice and value for money.

• We have a group range available in all countries we serve

• We offer more than 7,500 products including 950 new products. From branded products to pricealternative with our exclusive Lyreco own labelproducts, you will fi nd easily among our selection what is the most relevant for you.

• If you can't fi nd what you need in our catalogue, we will source it thanks to our “sourcing” departmentand will deliver with the usual process. We areexperts in bespoke product services, replenishment and stock management.

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OUr lOGisticsLyreco has a passion for excellence with aphilosophy to get it right fi rst time, every time. Wherever you are, we guarantee your delivery with an unrivalled 99.4 % service ratio thanks to a unique combination of human and technical resources and close attention to service KPIs.

400,000m² Distribution centre• Centralised stock holding

• 230,000 boxes delivered every day

• 58,000 orders a day

• 1,700 owned drivers and vans

• Operational 24 hours a day, 5 days a week

• Next day delivery

• Automated conveyor system

• Advanced handling system

Picking and packingEvery order goes through multiple stages of checking before being dispatched to ensure that you receive your order on time. The attention to detail that goes into picking is instilled into our distribution centre staff. All of our staff are fully trained in all aspects of their job roles.

Delivery boxesOur delivery boxes are made from 100 % recycled cardboard.

Our systems automatically indicate the smallest box possible to fi t all items.

More than 50 % of deliveries are sent to you with no additionalpackaging.

Distribution centres sort cardboard,plastic and wood for re-use and recycling.

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easY OrDerinGLyreco offers simple, fast and fl exible ordering options from webshop, Lyreco Mobile & Tablet Applications and e-procurement solutions.

shop on-line• Free and secure access

• Real time stock availability

• Browse per fi lters (product code, description…)

• User management (block or validate orders)

• Track and view history of all orders

• Documents on demand (invoices, dispatch notes, personal order forms...)

• Budget management

• Convert shopping cart to green products and access our eco-fi lters.

e-procurement expertiseAre your interested in e-procurement ? Do you have bespoke formats and need a global rollout ?

Our experts work closely with our sales team and ensure a commercial-to-technical translation of your needs.

Mobile & tablet appLyreco on Apple Store and Google Play provides with most of the webshop functionalities.

Designed to answer your mobilityneeds: search for a specifi c product,browse our catalogue, check the detailed product information and place an order even if you are not at your desk.

Purchasing information fully synchronisedwith your online account

Augmented Reality feature which allows to move beyond

fi xed and static content to enrich the discovery of products in anextremely powerful way.

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Mobile & tablet app

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PrOactive accOUnt ManaGeMentIn order to provide you with the best possible customized support and services, we have developed a highly responsive organisation that adapts readily to each individual customer’s need.

From your dedicated Account Manager, e-commerce support team, customer service representative, and your local delivery staff, you’ll get a full team committed to delivering the best services and savings possible.

Your dedicated account manager :• Is your single point of contact to understand and

meet your established goals and objectives

• Offers you expert advice and assistance to help you maximize your savings

• Ensures that you get the best cost effective solutions

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cOMMitteD cUstOMer service teaMs

Our professional customer service centres are always available to look after any orders, questionsor support requirements you might have. Aninstant personal response is always just a phone call away !

You can expect your lyreco customer service advisor to personally and effi ciently• Provide you with product information

• Take your order

• Help you with e-shopping

• Update your current account status

• Answer your product queries

• Provide you with delivery and invoice information

• Process your product return requests

Our goal:To provide a smooth customer experience

• Our teams and systems are sized to ensure a fully qualifi ed person answers your call within three rings

• Our tools ensure traceability oforders, deliveries, invoices, requestsand claims

• Our teams apply a single servicestandard by using the sameprocesses in every country

• Our advisors are your points of entry to any Lyreco department to facilitate your relationship with us

Our goal:Our goal:Our goal:

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FrOM cOrPOrate accOUnts... Whatever the size of your organisation, we pride ourselves on giving you the highest standard of account management in order to meet yourobjectives effi ciently and cost effectively.

We have split our structure into small, medium, large and global divisions to ensure a best fi t for all sizes of customers and answer any kind of specifi crequirement.

• Dedicated corporate account management teams experienced and trained for customers of your size

• Cost effective bespoke solutions to better master your budget, time and organisation

• Bespoke ordering platform tools for your fi nal users

• Same level of product quality, services and

logistics within all your national / international

subsidiaries

• Specifi c implementation plan that allows a

quick and effi cient rollout of your programme,

whatever you have national and/or international

subsidiaries

OUr DeDicateD PrOGraMMe OFFers YOU :

...tO One GlOBal sOlUtiOn

Lyreco operates in 42 countries throughout the world. By consolidating our common strengths, wehave built a powerful network capable of working side by side with international customers.

Our International account managers are veryexperienced in understanding the complexity ofstructuring global contracts or implementing accounts and partnerships across the world.

Wherever you are located, we guarantee the best level of services and the same quality of products.

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Lyreco operates in 42 countries throughout the world. By consolidating our common strengths, we

One GlOBal sOlUtiOnFOr all YOUr

WOrKPlace neeDs

cUstOMer

* Lyreco customerrelationship managementfor more effi ciency

YourSubsidiary

YourSubsidiary

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OurSubsidiary

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OurSubsidiary

crM*

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OUr ecOFUtUre strateGYOur visionTo be the Reference for sustainable Workplace Supplies Solutions. It means we would likeLyreco to be a company where Sustainability is taken into account all times, at all levels, for any decision.

In early 2012, Lyreco launched a midterm Sustainabilitystrategy named “ Eco Future ”.

Lyreco celebrated in 2014 its 10 years since joining the UN Global Compact. For more information, go to :

www.unglobalcompact.org

the strategy consists of■ 3 guiding principles

■ 10 clearly defi ned commitments

■ 9 Key Performance Indicators (KPIs)

1. Develop environmentallypreferable products & services

2. Reduce GreenhouseGas Emissions

3. Prevent and manage waste

4. Ensure a safe and healthyworking environment

5. Contribute to the personaldevelopment of each individual

6. Focus on the developmentof our best talents

7. Promote education of children in developing countries

8. Establish customer partnershipson sustainability

9. Establish supplier assessmentprogrammes on sustainability

10. Develop sustainable innovationsin products & services

commitm

ents

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Guiding

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Goal fo

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2017

CO2

Sales of“green products” 25%

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d of

2014

34.2%

Go to our dedicated website eco.lyreco.com to see our SD report : http://lyreco.zone-secure.net/Lyreco-CSR-Report/

Waste recycled 90%91.43%

Employees satisfi ed byWorking conditions +90%78%

Lost working daysdue to illness or accidents -10%+6%

Positive opinion aboutTraining level 90%82%

Charity contributionfor the “Lyreco For

Education” programme +5%+7%

Supplier performanceimprovement programme +10%-4.8%

versus 2012

Supplier social audits 100%100%

CO2 emissionsfrom our activities -20%-14%

sUstainaBle DevelOPMent

Best in class green products assessmentIn order to support our customers in theirsustainable approach, Lyreco has created abespoke and unique methodology to assessenvironmentally preferable products, that brings clarity and transparency to choosing “green” products.

The assessment is based on the worldwide ISO 14020 that covers both certifi ed claims and self claims.

The method is also in compliancewith the environmental guideissued by the international chamber of commerce. The whole method

has been reviewed and approved by SGS and itapplies to all our countries.

Our environmentally preferable products are shown on line and in our catalogue with a simple “green tree” icon. You can also download the green tree certifi cates.

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Beyond the ISO 9001 certifi cation(Quality Management System) which is systematic in all the Lyrecosubsidiaries, our organisation is driven by total Quality Management.

Principles of Lyreco's Quality Policy :

• Putting customers at the heart of our business

• Quality is a shared responsibility

• Building and maintaining excellent systems

total Quality Management is the key to customer satisfaction

Certifi ed claims like :Self-declared environmental claims.

12 criteria can be used as : Compos-table, Degradable, Designed for disas-sembly, Extended life product etc.

* The “Lyreco Green Products Assessment” has been reviewed by SGS CTS Sustainability Services and approved as being in general conformance with the principles of the ISO 14020 standard and the ICC Framework for Environmental Claims.

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lyreco & the schools on the other side of the world

Started in 2008, the Lyreco For Education pro-gramme raises funds from the 16 subsidiariesof the group to give children living in poor condi-tions a better access to education.

The aim is to support 32 schools and to give better access to education for 17,000 children, in the area of Vatomandry. This area was badly hit by the cyclone Giovana in 2012 resulting in major damages for many schools.

Part of the project goal is to collect 1,000,000 € to fi nance the objectives with the help of Lyrecoemployees, customers and suppliers.

W H E N A C H I L D G O E S T O S C H O O L , A N AT I O N G R O W S !

From 2015 to 2018, Lyreco for Education will support a project in Madagascar, the 6th poorest country in the world. Frequently hit by strong cyclones, hun-dreds of schools are destroyed and thousands of children need help to have access to education.

LFE will unite its efforts to collect money to provide a good start in the lives of 17,000 children, by rebuilding and renovating school facilities, improvingquality of education, and focusing on disaster prevention.

To learn more about LFE, visit : www.lyreco.com

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OUr valUesLyreco’s values are embedded throughout the whole Group

and translate perfectly our focus, commitment and spirit.

OUr MissiOn“ T O S I M P L I F Y L I F E A T W O R K ”

OUr visiOn“ A L L Y O U N E E D A T W O R K : T H I N K L Y R E C O ”

We really carefor our customers.

PassiOnWe strive for perfectionin everything we do.

eXcellenceWe believe in trust,respect and ethicalbehaviour.

resPectWe anticipate, innovateand adapt to change.

aGilitY

Rue du 19 mars 1962

59770 Marly - France

Tel: +33 (0) 3 27 23 64 00 - Fax: +33 (0) 3 27 45 17 97

www.lyreco.com