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INTEGRATED REPORT 2017

Passionate people building great brands

Stakeholder matrix

Spur Corporation’s stakeholders are those individuals or groups that have an impact on, or are affected by, the group’s operations. Our approach to stakeholder engagement aligns with the inclusive approach recommended by King III. The group aims to engage respectfully with stakeholders to understand their needs and concerns, and address these where possible.

Engagement Key concerns Related material matter Our response
Stakeholder group: employees
  • HR road shows
  • Intranet
  • Company values
  • Open-door policy
  • Fair remuneration
  • Career opportunities
  • Transformation
  • Skills development
  • Human capital and skills development
  • Transformation
  • Health and safety
  • HR policies ensure employees are appropriately incentivised and remunerated, and have the opportunity to develop and progress in their careers.
  • The group’s transformation strategy supports the upliftment of historically disadvantaged individuals.
  • Investment in skills development is ongoing.
Stakeholder group: shareholders
  • Analysts’ presentations
  • Annual general meeting
  • SENS
  • One-on-one meetings
  • Website
  • Prudent capital allocation
  • Return on investment
  • Sustainable local franchise model
  • International expansion
  • Regulatory compliance
  • Management’s interests are aligned with those of shareholders through the long-term incentive programmes.
  • The management team has experience in the restaurant industry and a conservative approach to international expansion.
Stakeholder group: franchisees
  • Road shows
  • Extranet
  • Advisory committees
  • Restaurant visits
  • Conversation cafés
  • Return on investment
  • Ongoing support
  • Sustainable local franchise model
  • Store design and specifications
  • Menu engineering
  • Efficient use of resources to reduce costs
  • Operational resource management
  • Procurement
  • Product responsibility
  • Operations management teams interact with franchisees on an ongoing basis to offer support in running a successful business.
  • The group offers training to franchisee employees on all aspects of running and managing a profitable restaurant.
  • The outsourced distribution model enhances procurement efficiencies, while maintaining food safety standards and consistent product quality.
Stakeholder group: suppliers
  • Day-to-day interaction
  • Supplier audits
  • Assessments
  • Meetings
  • Fair payment terms
  • Certainty of supply
  • Fair treatment
  • Strategic resource management
  • Procurement
  • Product responsibility
  • The procurement team interacts with suppliers on a day-to-day basis to ensure a shared understanding of suppliers’ concerns and group policies.
  • Suppliers to the group operate according to normal contractual terms.
Stakeholder group: customers and future customers
  • Customer care centre
  • Social media
  • Loyalty programmes
  • Spur Secret Tribe
  • Excellent food
  • Great service
  • A welcoming family experience
  • Health and safety
  • Customer service
  • Community support
  • Operations management inspections cover food quality, customer service and restaurant management.
  • Stringent food safety standards are applied to suppliers and the group’s manufacturing facilities.
  • The group takes resolving complaints seriously and has robust and formalised complaint handling procedures in place, and a 24-hour customer care line.
  • The ongoing revamp programme ensures outlet design and specifications are kept up to date and in line with group quality standards.
Stakeholder group: communities and potential customers
  • Corporate social investment (“CSI”)
  • Outdoor events
  • Ongoing support
  • Customer service
  • Community support
  • CSI initiatives are run through the Spur Foundation and aim to provide ongoing support for underprivileged youth.
  • The group’s sponsorship of a multitude of outdoor events encourages a healthy and
    fun lifestyle.