JURA Coffeebreak 1/2009 EN

Magazine for Employees and Associates – Issue 1 / 2009

New markets: JURA goes Down Under

Management Looking to the future with optimism Ambassador The new campaign Portrait A man with a passion for service

www.jura.com

Editorial

Editorial Dear Colleagues, Partners and Friends of JURA One thing from the outset: despite the dire state of the international markets, JURA sales con­ tinued to grow last year. This fills me with pride and I would like to thank you all most sincerely for your untiring efforts. In view of the upheavals on the financial markets and massive exchange rate losses on the euro, we fell slightly short of our targeted growth figures.

The JURA Group generated revenues of 405 million francs and topped the 400 million mark for the first time in its history. This translated into an increase of 5.5% over 2007. The growing smaller international markets in central and eastern Europe played a particularly important role here. In our own saturated domestic market, we posted a slight increase and generated sales of 51.2 million francs.

In order to safeguard the company’s future, we are responding to the current malaise in the world economy by focusing more closely on our strategy and putting the means at our disposal to more selective use. For an in-depth explanation, see the interview with our CFO Marius Gross­ rieder on pages 8 and 9. Thanks to our solid profitability and our strategic focus, I believe the current economic situation offers us good opportunities to secure decisive competitive advantages. We will therefore be launching a series of new innovations by autumn at the latest.

For this year, we are targeting sales at the same level as last year and expect that from 2010 onwards we will back on track for further growth. By that time at the latest, our selective investment in new JURA-owned distribution companies such as Australia (see pages 20 to 23) should be starting to bear fruit. In the meantime, shall continue to pull out all the stops. Only by doing so, can we be sure of reaching our goals.

Emanuel Probst

Published by: JURA Elektroapparate AG, 4626 Niederbuchsiten Editors: Meinrad Kofmel and Antonella Studer-Mergola, E-Mail antonella.studer@jura.com Design: Daniela Bohner, E-Mail daniela.bohner@jura.com Produced by: Denon Publizistik AG, 8640 Rapperswil Cover photography: JURA Australia Espresso Photography: Kurt Pfister (pages 8, 9, 18, 22, 23, 24, 25, 26, 27), Derek Li Wan Po (pages 2, 12, 13, 14), Jonas Spengler (page 15), Jonathan Walley (page 16), Leo Stanners (pages 20, 21) Printing: gdz AG, Zurich Languages: Ger­man and English Adaptation: copywrights Michael Johnson, Zurich Circulation: 50000 Frequency: bi-annually since 2005, 8th edition

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Index of Contents

Contents

8

10

12

18

22

24

4 News from around the world

Awards, figures for 2008, openings and all the latest from the world of JURA.

8

12

Coffee Academy a success Creating a wave of enthusiasm with in-depth coffee expertise.

15

17

Coffee recipe Shakerato: enjoy this refreshing, icecold espresso.

24

A day in the life of Roland Eggenschwiler We shadowed our new Head of Service for a whole day and found out exactly what his job entails.

The new campaign The focus is now on the product and the result in the cup.

18

Coffee roasting demon­ strations Every Wednesday, the delicious aroma of freshly roasted coffee wafts through the JURAworld of Coffee.

Prize-winning performance Rolf Diehl was presented with the German Entrepreneurial Award.

Signature Line in Dubai Roger Federer presented the new line at the famous Royal Mirage Hotel.

Pursuing the right strategy Our new Chief Financial Officer, Marius Grossrieder, comments on our figures, the outlook for 2009 and his eternal optimism.

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16

27 Management has to be learned

Our training applies to employees at all levels – and management is no exception.

28 Upcoming events What’s on, where and when. A collection of important dates for your diary.

19

Opening up a new world of experience The first JURAworld of Coffee satellite opens in Germany.

30 JURA history We take a look back at the company’s past and dig out old advertising cam­ paigns.

20 JURA Down Under JURA Australia Espresso opens on a positive note.

22 In the right place at the

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People Anniversaries and obituaries.

right time

An interview with Mac Barracosa, CEO of JURA Australia.

3

News

News from around the world Opening of Villa Cino children’s day-care centre Leo Henzirohs, the founder of JURA Elektroapparate AG, was firmly com­ mitted to helping children in the Gäu area of Germany, as witnessed by his creation of the Leo and Elisabeth Henzirohs-Studer Foundation. On 6 January 2009, the Villa Cino kids’ day-care, situated at Schälismühle 255 in Oberbuchsiten, was opened, with the Henzirohs-Studer Foundation providing support in the development and the running of the centre.

Villa Cino is open to children throughout the surrounding area, with plenty of kids being signed up on the opening day, proving that the centre is meeting a real need.

needs. The centre is run by Marianne Studer, who is a qualified educator of nursery-age children and brings her own blend of commitment and experience.

Children can be registered for the centre at any time via Internet or by calling Marianne Studer on +41 62 393 34 44. Further information and prices can be found on the www.villacino.ch website. «

An opening ceremony was held with the first children to join along with their parents, the entire Villa Cino team, sponsors and the ‘Netz’ childminding association as well as representatives of the Leo and Elisabeth Henzirohs Foundation. The many visitors from the surrounding area were given a guided tour of the centre and learned all about the daycare that is provided there, with everyone greatly impressed by the beautifully decorated rooms and the large, well-tended garden.

One of the ambitious goals the individuals in charge of Villa Cino have set themselves is to help children develop their social, emotional, linguis­ tic and learning skills at a level suitable to their age and to provide them with a daily timetable that is flexible enough to be adapted to their

ENA leaves the competition trailing JURAworld nets a prominent visitor Shortly before travelling to the USA for the forthcoming Davis Cup tie, Swiss team captain Severin Lüthi and his girlfriend Claudia came to visit the JURAworld of Coffee in Niederbuchsiten. They were very impressed with the exhibition and the whole host of information all about coffee. The only downside to the visit was the news that back problems would be preventing Roger Federer from taking part in the tie against the US team being held from 6 to 8 March. Federer’s absence was too much for the gallant Swiss team who slipped to defeat against their American counterparts. «

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‘Gadgets’ magazine published in Singapore ran a recent survey on four espresso machines, with our very own ENA 5 emerging as the clear winner. The ENA 5, our slimmest bean-to-cup ma­chine, scored 8.5 out of a possible 10 points to leave the competition in its wake.

Service and support (9.5 points) and value for money (9 points) were the categories where the ENA really stood out, while its design was also top of the class. «

News

JURA meets Aston Martin The third ’Luxury, please’ trade fair was held at the Hofburg Imperial Palace in Vienna from 21 to 23 November 2008. The luxury goods market is centred around individual experiences with unique and ex­ ceptional objects, and the fascination for premium brands has begun to spread beyond elite target groups, since far more consumers nowadays have the necessary income and the desire to partake in the individual luxury experience.

JURA in the spotlight One of the highlights of the fair was a diamond-encrusted platinum handbag weighing 800 grams and designed by the Japanese label Ginza Tanaka. The JURA Signature Line also created quite a stir when it made its bow at the fair alongside an Aston Martin. In the latest James Bond film ‘Quantum of Solace’, 007 is seen at the wheel of an Aston Martin DBS which was on display for all to see at the exhibition with an equally breathtaking JURA bean-to-cup machine by its side. «

JURA increases market value For some years now, ‘Bilanz’ (a leading Swiss business maga­zine) has drawn up an annual league table of Swit­ zerland’s most valuable brands. There is always a great deal of excitement when a new list is published, and JURA came out favourably again last year, rising from 42nd position in 2007 to 37th in 2008. The extension of the sponsoring agreement with Roger Federer was the main factor behind JURA’s rise, as Bilanz magazine explained: ‘The tennis star embodies the core values of the brand – precision, performance and a passion for excellence’.

The JURA brand is currently estimated at CHF 123 million – an increase of around 4.7 percent. «

Two premium brands guaranteed to make a good impression: JURA and Aston Martin caught the eye in Vienna.

JURA figures at a glance 2008

2007

Change

405.0

384.0

+5.5%

51.2

51.1

+0.2%

Sales (in m CHF) JURA group sales Switzerland In %

12.6%

13.3%

International

358.8

332.9

+6.3%

25.0

36.2

-30.9%

In % Cash flow

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News

News from around the world ENA scoops awards The Good Design™ Award is the oldest and one of the most prestigious global design awards. Hundreds of companies from some 34 countries, from France to Japan, entered the 2008 awards, and the coveted trophies were finally presented last November in New York and Los Angeles, after a jury comprising representatives of the Chicago Athenaeum Museum of Architecture and Design and The European Centre for Architecture Art Design and Urban Studies had chosen the winners. JURA was both proud and delighted to receive one of these valuable awards for the breathtaking ENA Ristretto Black, the slimmest bean-to-cup machine in the world. A full list of winners can be found on the www.chi-athenaeum.org website and will also be featured in the museum.

Outstanding service Harrods of London, one of the most prestigious department stores in the world, has awarded JURA its ‘Outstanding Service Performance’ standard. Strict criteria need to be met to obtain this certification, including getting the highest marks from test shoppers and a great deal of positive appraisal from customers by e-mail and on the feedback forms sent directly to the customer services department of the store. «

The ENA also picked up one of the prestigious Housewares Design Awards 2009 in the ‘Best of Cooking Electrics’ category. For more information on these awards, which are seen by those in the trade as the ‘Oscars of home design’, and a list of the winners, visit the www.housewaresdesignawards.com website. «

The value of a bean-to-cup machine The economic crisis is hitting America as hard as anywhere, and no-one is sure when President Obama’s rescue package will start to bite and how significant it will be. As one would expect, US consumers are fairly low-key at the moment, but there are some positive trends, particularly as far as JURA is concerned. Jack Schwefel, Chief Executive Officer of the ‘Sur la Table’ chain of kitchen appliance stores, stated in the Seattle Times at the end of 2008 that ‘there is a growing number of customers for bean-to-cup coffee machines between $1200 and $4000’. His theory was that customers had done their sums and worked out how much money they were spending in relatively expensive coffee shops: The result: a bean-to-cup machine would have paid for itself within one to two years.

And there’s more An article in the Wall Street Journal dated 15 January echoes these sentiments, saying: ‘If you can do without your regular “tall lattes” and make your own coffee at home, you can save around $1200 a year’. And anyone who has seen how simple a bean-to-cup machine is to use and enjoyed making their own top-quality coffee is unlikely to be tempted back to coffee shop chains. «

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News

Coffee is healthy Two recent medical studies have demonstrated that drinking coffee is actually much healthier than many people believe. A longterm study of over 1400 people in Sweden and Finland analyzed the effect of caffeine on the central nervous system, and showed that those who drink three to five cups a day have a potentially lower risk of developing Alzheimer’s disease or dementia than those who drink little or no coffee. Another study, published in the Boston medi­ cal journal ‘Circulation’, states that the risk of a stroke goes down by around 20 percent among those who drink at least four cups of coffee per day. « to

JURA boutique opens in Mexico City Since 15 January 2009, Mexico’s capital city has another tourist attraction to call its own after our distributor Babani’s Corporative opened up a new JURA Boutique at Dinamarca 85, Col. Juarez. The store represents an important milestone on the road to estab­ lishing JURA as Mexico’s foremost supplier of bean-to-cup coffee machines. The boutique has a large, well-equipped and modern sales area which always has at least 12 IMPRESSA and ENA ma­ chines operating in it, enabling customers to browse around and see exactly how the machines function. Visitors can of course taste the coffee and find out all there is to know in the ‘Academia del Café’. The boutique also has flat screens with information and advertising films featuring JURA’s top-quality machines. «

The finest coffees For the third year in a row, a jury of experts at the Swiss Barista Championships gave the award for the best espresso to a participant using coffee from JURA’s own roasting plant. In 2006 and 2007, ‘World of Coffee’ was the winning blend while in 2008, ‘Fazenda da Lagoa’ took the honours in the best espresso category. This is a blend made of 100% pure Arabica from Brazil, and is a gourmet speciality coffee which is grown and prepared using sustainable methods. Incidentally, all coffee at the JURA plant is prepared individually in roasters using traditional methods and then blended to the right proportions. This lengthy process is our way of guaranteeing that every coffee is made at optimum roasting temperature for the correct amount of time.

Aroma Acidity Body Roast JURA’s already wide selection has just been extended further with another coffee. The Impressa Blend is a strong coffee, full of flavour and best enjoyed in a short espresso, although it also turns speciality coffees such as cappuccino and latte macchiato into a real taste experience. But why not try it?

Aroma Acidity Body Roast You will find all of our various coffees on sale at JURAworld of Coffee, and they are all available for order on the Internet at www.juraworld.com. «

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Management

Price cuts would cheapen the JURA brand value Marius Grossrieder took up his post as our new CFO around six months ago. Not an easy period when you consider what the global economy has been going through over the last weeks and months. Despite this, our head of finance took some time off to look back – and forwards.

How long have you been working for JURA? My first day at work was 1 September 2008 and I was appointed Chief Financial Officer (CFO) from 1 January.

What attracted you to this new position?

Above all, I was fascinated and attracted by the JURA brand. On top of that, there was the international scope of the company’s activity and the appeal of a product as emotional as coffee.

What were the first few weeks like?

It was an exciting learning experience. There was a lot of information to absorb and it took me a while until I was able to form an initial impression. Of course apart from that, it was interesting to get to know new people.

What has been your best moment so far?

I was very impressed when Roger Federer visited Niederbuchsiten in mid-September just a few weeks after my arrival and we were photographed with him. I’ve got the poster up on the wall in my office.

Have your expectations so far been met?

I was looking for a new challenge – and from that point of view, my expectations have been completely fulfilled.

Have you made any concrete changes yet?

Making changes is not my main aim. But, of course, anyone with a management role will bring his or her own character to the company.

My employees in the financial department are

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the ones who have been exposed most directly to my management style.

What do you like about JURA? Unlike my previous employer, JURA has a large company headquarters with many employees – something I like a lot. In addition, there are our outstanding products which I am com­ pletely committed to. This is because coffee is an inspiring product which means, of course, that my work is always exciting.

Let us change the subject: Everyone is talking about the financial crisis. Will it also have an impact on JURA’s sales figures?

Obviously, we cannot and must not close our eyes to reality. Yes, the financial crisis already had an impact on last year’s sales figures and we are not expecting to see any growth this year. Expected sales are approximately the same as last year. Unlike other export-oriented businesses, we therefore remain entirely optimistic about our prospects.

How dependent is JURA on economic cri­ teria?

We are dependent on consumer behaviour in the individual markets. Exchange rate fluc­ tuations also have a major impact. Approxi­ mate­ly 60 percent of our turnover comes from the euro zone. Last year, the euro lost about 10 per­cent of its value. It’s an easy calculation to do: to achieve the same level of turnover in Swiss Francs, we have to sell a correspondingly greater number of units.

Companies in Switzerland are already putting their employees on short time. Do you expect to see the same thing happening at JURA? We are not considering any scenario of that kind at the moment. We are primarily active in the sales and service sectors and these are activities that wlll remain in demand in the future.

Do people sometimes address this issue with you?

It’s normal for people to feel slightly insecure in a situation like this. However, given our strategy, we do not believe that there is any need to make any fundamental changes in the foreseeable future. I am not aware of anything at present that would make me revise my assess­ ment.

When sales decrease, companies often make massive cost cuts. Where and how will JURA look for savings?

Saving too much can be a dangerous thing. We are continuing to invest in products and markets, albeit more selectively. Apart from that, we are putting back infrastructure investments until later wherever reasonably possible. However, we are already limiting our expenditure (operating costs).

At present, where do JURA’s best growth op­ portunities lie?

We think that our best chances lie in markets where we have strong joint venture and distribution partners. These include, the USA, Russia, China and Australia, for instance.

Management

Marius Grossrieder From mineral water to wine and now coffee After studying economics and business administration in Bern, the financial man­ ager spent many years working as CFO for the companies USM, Intersport and the Köniz-based Hess Group of wine distributors (owners of mineral water producers Valser Mineralquellen AG until 2002). Marius Grossrieder and his wife Susanne have two grown-up sons, Christoph and Stefan.

His leisure time activities include playing tennis and skiing. He’s always been fasci­ nated by live events and can often be found as a spectator at a variety of different stadiums.

Personal opinions ‘The greatest challenge facing me in 2009 is finding the right life/work balance.’

‘I’m afraid of fundamentalism and dogs.’

‘I’m always happy when Swiss athletes and teams succeed in sporting events.’

‘My greatest dream is that I will always have dreams.’

‘I never regret having had a family with my wife Susanne.’

Are you considering cutting prices to stimulate sales?

No. Our quality products are worth their price.

Although cutting prices would increase sales in the short term, the long-term effect would be to harm the brand, its position and its value.

Are you considering an IPO in order to raise additional capital?

No, the shareholder structure will remain stable.

The business is becoming increasingly international. What are the greatest challenges at accounting level?

There are many of them, including, of course,

the different mentalities to be found in differ­ ent markets, both culturally and in attitude towards payments. The numerous laws and regulations specific to the various national accounting practices – in particular with regard to the issue of transfer pricing – do not make our lives any easier.

What is JURA’s best chance of remaining financially strong, both now and in the future?

We must continue to innovate and focus on our customers’ needs. Less can also be more: that means we have to focus on the right products and markets. For me, innovation also includes optimizing our existing products.

When do your think the global economy will recover from the banking crisis and start booming again? (laughing) I use figures in my job, not crystal balls. If I knew the answer to that question, my name would soon be on Switzerland’s rich list.

‘Our quality products are worth their price.’

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Awards

Award-winning commitment Outstanding, reliable performance in the company you work for; a sense of responsibility towards its employees, the region in which it is located and the environment; and of course long-term economic success – anyone hoping to win the German SME Entrepreneurial Award has a lot to live up to, but this is exactly what Rolf Diehl has managed to do. On 10 December 2008, the CEO of JURA Elektrogeräte Vertriebs-GmbH in Nuremberg was presented with this coveted award.

Rolf Diehl: ‘We also need to pro­ vide top quality in our customer services.’

German SME Award: The winners from 2003–2008 2008 Rolf Diehl CEO JURA Elektrogeräte Vertriebs-GmbH 2007 Dirk Giersiepen CEO GIRA Giersiepen GmbH & Co. KG

‘Considering all the prominent people who have won the award in recent years, I could hardly believe it at first when I was informed I was this year’s winner,’ smiled Rolf Diehl. Once a year, the ‘markt intern’ publishing group awards the German SME Entrepreneurial Award to pro­­minent figures who have rendered outstanding services to the world of small and medium-sized businesses. In early December 2008, some 350 outstanding personalities from the worlds of politics, business and society were invited to the prize-giving ceremony at the Radschlä­ger­saal on Düsseldorf’s Rheinterrasse. Apart from the entrepreneurship prize awarded to Rolf Diehl, the German SME Jour­ nal­ism Prize went to TV reporter Anja Kohl, while the overall German SME Award 2008 went to the Minister for the Economy, Michael Glos. Parliamentary Secretary for the German Federal Ministry for the Economy and Technol­ ogy Hart­mut Schauerte was named ‘Curator of

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SMEs’, while the ‘Cooperation Award of German SMEs’ went to DER KREIS, who are Europe’s lead­ing trade cooperative for kitchen specialists.

‘The event at­tracted a lot of prominent guests and was a wonderfully organized evening,’ enthused Diehl. ‘I thoroughly enjoyed myself.’

Solidarity and trust Diehl, 56, has been in charge of JURA Elektroge­ räte Vertriebs-GmbH in Nuremberg since 1995.

What first attracted him to the company was the chance to use his entrepreneurial skills com­ bined with a high level of responsibility and a free rein in terms of decision-making. At the time, the company only had ten employees and back in 1995, sales reached the five million euro mark for the first time. ‘Nowadays, the German section of JURA has some 130 employees,’ Diehl explained. ‘Sales for 2008 totalled more than 127 million euros, and for over four years, JURA has been market leader in Germany in value

2006 Prof Anton Kathrein Limited partner Kathrein-Werke KG 2005 Rudolf Miele (since deceased) Dr. Peter Zinkann CEO Miele & Cie. KG (1960–2004) 2004 Peter Schöffel CEO Schöffel Sportbekleidung GmbH 2003 Anton Wolfgang Graf von Faber-Castell CEO Faber-Castell-Unternehmensgruppe

Awards

Rolf Diehl: ‘This award isn’t just for me; it’s for me and my employees.’

terms for its espresso and bean-to-cup coffee machines.’ Diehl’s original aim was to in­crease sales by 20 million to 25 million euros by 2000.

The fact that he achieved this goal quicker than planned was down to his skills as a businessman but more importantly the real sense of solidar­ ity he shares with his employees. ‘We are a JURA family,’ Diehl continued. ‘We have a real feeling of belonging and we stand by our co-workers the same way we stand by our pro­ducts. We love the high level of precision involved in our work since we are aware that this is a prerequisite for a premium brand-provider.’

The extremely low level of staff turnover proves that his employees feel very much at home with­in the company. ‘By way of an example, none of the many employees we have taken on in the sales force since 1995 has left the company. The continuity that this brings to our re­la­ tionship with more than 5000 specialist dealers is worth so much to us,’ Diehl concluded.

The right kind of marketing In order to position the JURA brand in the premium segment at the same time as working towards market leadership, Gelsenkirchenborn Rolf Diehl and his management team attached immense importance to a distribu­ tion concept centred on specialist retailers from the outset.

‘In 2002, as part of this strategy, we were the first manufacturers in our sector in Germany to introduce a “selective distribution system”,’ ex­ plains Diehl. ‘Since then, we have been able to eliminate distribution channels which are not part of the sector and make sure that dealers who do not fulfil the criteria of our exclusive distribution rights do not receive JURA goods – and all in full compliance with anti-trust laws.’

The members of the jury described Diehl’s commitment in their speech as ‘a real example of the concept of exclusive distribution rights as a way of defending the quality by which a specialist distributor is measured,’ combined with ‘intelligent, customer-orientated market­ ing, the like of which is primarily found in small and medium-sized specialist electronics dealers.’

‘To continue the JURA success story, it will be indispensable to make sure that the selective distribution system not only remains in place but is implemented and/or further developed right across Europe,’ underlined Diehl, who is a graduate in business administration.

First class service Another unique selling point for the sector is JURA’s own customer communications centre

at the company’s main office in Nuremberg, which since 2005 has taken JURA Germany’s service offer up to premium level. ‘Having pro­ ducts that combine the right design and features with high quality and reliability is not enough in itself. To meet our customers’ demands, we need to offer customer service that is of the same unbeatable quality,’ explains Diehl: the important thing is to ensure that the company stands out from the rest. Unlike the hotlines that permanently seem to be engaged or call centres outsourced to countries with cheap labour that other firms have, Diehl makes sure that specially trained JURA em­ ployees in Nuremberg handle their customers’ needs quickly and efficiently. He makes no secret of the fact that ‘we always have a very close relationship with our clients and adapt to their needs.’ This is why the client communications centre is also open on Saturdays, Sundays and public holidays from 10 am to 6 pm, as ‘this is exactly the moment when our customers want to sit down and enjoy their speciality coffees.’

It is clear to see how Rolf Diehl has gained the respect of his specialist dealers and indeed the entire sector, both for himself and for the JURA brand, with his exemplary and progressive busi­ ness style. «

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Market development

Creating a wave of enthusiasm Since autumn 2006, the JURA Coffee Academy has conducted a regular series of highly successful seminars. Participants gain valuable knowledge of JURA’s bean-to-cup machines, the subject of coffee itself and quick and easy ways to prepare delicious speciality coffees. This expertise in all things to do with coffee generates a wave of enthusiasm that is getting stronger all the time.

The ‘Fit for Coffee’ seminars, held first in Germany and then shortly afterwards in Switzerland, were long considered to be the ideal platform to make distributors, dealers and some­times even coffee drinkers themselves more consciously aware of coffee and JURA. These stimulating and informative events took a new and successful direction in the autumn of 2006 with the founding of the JURA Coffee Academy. ‘We have taken another step forwards,’ says Michael Wegmüller, Head of Marketing Services and, as such, the person re­ sponsible for the Academy. The fact that the Academy and the JURAworld of Coffee opened at the same time was no coincidence: they represented the new market image that JURA wanted to establish back then and continues to project today. JURA has become synonymous with the best bean-to-cup machines in the

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premium segment and stands for elegant design, ease of use and an excellent cup of coffee.

In short: ‘The best coffee experience you can enjoy from fresh beans, freshly ground at the touch of a button, freshly extracted and ready for drinking in under sixty seconds.’

Coffee expertise from a professional supplier JURA continues to build on this expertise in its position as the sole specialist amidst a number of large but less focused suppliers. ‘The seminars give us an opportunity to pass on our pas­ sion for coffee and the wealth of knowledge that goes with it,’ explains Seminar Manager, Andrea Frey, who adds: ‘Here at JURA, we make it possible for participants to experience this passion for themselves. We have an extensive infrastructure that enables everyone who attends the seminars to acquire a solid theoretical

grounding but, more importantly, a great deal of practical experience to support their everyday activities.’ Visitors soon understand that these are not just empty words. The instructors and baristas are committed professionals, guiding participants through a range of fasci­ nating and multifaceted topics, at the heart of which are the four, key training blocks:

Bean-to-cup machines Coffee-related knowledge Preparing coffee specialities POS presentation

Fully booked courses Visitors to these courses primarily include all JURA’s employees and partners (authorized dealers and distributors worldwide). continued on page 14

Andrea Frey

Marion Minarik

Instructor

Instructor and barista

After ten years of working in education, An­drea Frey moved to the world of coffee in 2007. She makes good use of her long-standing teaching experience in her coffee seminars which combine intelligence, enthusiasm and hands-on experience. Fascinated by the many different aspects of coffee, it is important to her to pass on this enthusiasm and help the participants at her seminars share her love of the subject.

Marion Minarik discovered her love of coffee while still a student at hotel management school. She built on the knowledge she had ac­ quired there while working for businesses such as Starbucks Coffee Company. Employed at JURA since 2006, she has been able to show off her talents at Barista Shows and tastings while also conducting seminars and workshops.

Rudi Hilscher

Andrea Stettler

Barista

Programme manager

Sometimes it seems as if Rudi Hilscher was born to be a barman and entertainer. It comes as no surprise, therefore, that he is the right man for our Barista Shows and trade fair appearances.

Andrea Stettler learned all she knows about good service and hospitality from the bottom up while working in various hotels. Since 2007, she has been putting her expertise to good use in the planning, coordination and organization of training courses for the JURA Coffee Academy.

Daniel Heiniger

Claudette Rüegsegger

Instructor, Certified Barista and SCAE Barista Trainer and coffee roaster

Room manager

Daniel Heiniger is the personification of coffee expertise. He has been working for JURA since 2000. In 2006, he won the bronze medal at the Swiss Barista Championships and also walked away with the Best Espresso trophy for his handroasted ‘Fazenda da Lagoa’ and ‘World of Coffee Blend’. In 2007, Daniel Heiniger won the Swiss championships in the Latte Art cat­egory.

Claudette Rüegsegger is the heart and soul of the organization. She is the human dynamo who ensures that the Academy’s seminar rooms and the Commercial Competence Centre are always attractive and fully equipped.

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Market development

In special ‘Train the Trainer’ courses, interna­ tional partners are taught how to pass on their newly acquired knowledge and coffee-related skills in their own domestic markets. ‘We also run courses for end-users, such as purchasers of IMPRESSA Z5 machines. These customers re­ceive a voucher for a free training event with their high-end machine.’ There is intense demand for the Academy’s services and the maxi­ mum 16 places available each month are almost always fully booked.

‘It is very important for us that the participants get hands-on practice during the courses,’ says Wegmüller. Smelling, tasting or learning to pre­ pare fresh coffee should stimulate the emotions. Of course, an underlying knowledge of the machines and methods is important but without this emotional input, the participants at the courses would not come to understand the JURA philosophy. The enthusiasm of the trainers who conduct the seminars is contagious and feedback from the 3000 plus participants to date has been extremely positive. ‘What we want is for the participants to go back to their points of sale and present our machines with enthusiasm and commitment after attending a course and consequently help boost our sales figures,’ argues Wegmüller. According to Weg-

14

müller, this ‘wave of enthusiasm’ starts with the employees before spreading to the dealers, sales representatives and distributors and on to the consumers themselves.

New courses One innovation introduced this year will be the first-ever courses held specifically for the Com­ mercial department. ‘Furthermore, this year it is

very important for us to support international growth by means of our “Train the Trainer” semi­­­nars. If there is sufficient potential then we will even conduct our courses on site abroad,’ concludes Wegmüller.

For more information and course dates, visit us on the Internet at www.academy.jura.com «

Michael Wegmüller ... ... has been working at JURA for ten years. He started his activities as a trainer in 1999 and was responsible for employees from the Service and Swiss Market Sales departments. In 2000, he switched to Spice Advertising in the Marketing Communications division where he was re­ spon­sible for export market support. As part of the mod­ ernization of our cyber-presence, Wegmüller took over responsibility for our fast-growing Internet operations in 2002. The next four years saw him working intensively on the development of our e-business operations. Since 2006, he has been responsible for Marketing Services, a task which includes the organization and ongoing development of the JURA Academy.

Coffee recipe

Red-hot when it’s ice-cold!

Shakerato

The original, refreshing ice-cold espresso.

Ingredients

Preparation

2 x 30 ml espresso

Place the ice cubes and 2 tsp of sugar in a small shaker.

Ice cubes

Add the zest of two limes.

Limes

Prepare two espressi and add to the shaker.

2 tsp sugar

Vigorously shake ingredients together for about 20 seconds.

To serve Immediately after shaking, pour into two shot glasses and

garnish with thin strips of lime zest.

15

Ambassador

Roger Federer unveils Signature Line in Dubai On 19 February, our brand ambassador launched the new Signature Line in Dubai – in the famous and exclusive Royal Mirage Hotel.

Whether it is the IMPRESSA J5 with a Colum­ bian walnut or Northern birch wood finish, or the ENA 5 with brown or red leather trim, the hand-finished IMPRESSA Signature Line models have the style and pizzazz to please even the most discerning of customers. And when our brand ambassador Roger Federer is the man presenting the bean-to-cup machines, unforgettable moments are guaranteed. This was the scenario on 19 February 2009 at the spec­ tacular Royal Mirage Hotel in Dubai, where Federer owns an apartment and spends much of his time.

One-on-one with Federer The tennis star had the time to come to the launch because of a back injury that had forced him to pull out of this year’s Barclay’s Dubai Tennis Championships, which took place from 23 to 28 February. The event at the hotel was attended by employees of Coffema, our distributor in the United Arab Emirates, JURA’s most

Left to right: Roger Federer, Edward Charnaud, Leif Nilsson, Markus Hacker and Eric Berchtold.

important specialist dealers (including repre­ sentatives of Jacky’s, Jashanmal, Tavola and Saraf DG) as well as more than 20 media representatives. Local radio personality Tom Urquhart moderated the event, which was enjoyed by all. Federer appeared to be very much at home, mingling with the Swiss diplomatic corps in the UAE and the 100 or so guests, posing for photographs, shaking hands and signing autographs. After the informal meet-

Coffema International Coffema International has been our exclusive distributor for the United Arab Emirates (UAE) since 2008, representing JURA in both the household and commercial sectors. And with sales tripling in the space of a single year, with a great deal of success, we might add.

The UAE has thus become JURA’s leading sales region in the Middle East and the fastestgrowing market worldwide. JURA has already become number one for bean-to-cup coffee machines in private households in the Emirates. The distribution network is currently made up of 14 points of sale in Dubai, two in Abu Dhabi and one each in Sharjah and Al Ain, the lush green city which borders on the mountains next to Oman. One of the most important locations is most definitely the store in the ‘Mall of the Emirates’, famous for the neighbouring ‘Ski Dubai’ resort. Coffema International is a subsidiary of the German Coffema International GmbH company.

16

and-greet session, the world number 2 also took the time to field questions from the journalists in attendance, creating unexpectedly strong and positive media feedback for the event.

Coffema representatives at the event included Leif Nilsson from Germany as well as Josef Klein­ dienst and General Manager Markus Hacker.

Meanwhile, Area Manager Eric Berchtold and Edward Charnaud, Head of Global Marketing and Sales, flew the flag for JURA in the Gulf state. «

Verena Dietrich, Brand Manager at Coffema International, with Roger Federer.

Ambassador

The new advertising campaign – focusing on the product As is widely known, our partnership with Roger Federer has been extended through to 2016, so we decided that this was a good opportunity to freshen up the advertising campaign. The focus is now more on the product and the result in the cup.

Although they were taken one year ago, the images in the last advertising campaign with Roger Federer still look fresh and up to date.

‘This is why we decided to use the existing shots,’ explains Meinrad Kofmel. ‘In the current competitive environment, it is more important than ever to concentrate on one core message.’

And that message as far as JURA is concerned is that our machines provide the perfect end result – coffee made from fresh beans, freshly ground and freshly extracted. If you love coffee, there is only one name you need to know: JURA. The perfect result We are therefore putting the emphasis more on the machines and the end result in the cup.

The bean-to-cup machines feature more prominently in the ads and the end result is portrayed invitingly in transparent cups. The claim ‘If you love coffee’ underlines the desire for an excellent cup of coffee – it is a slogan that has been built up for over a decade which now has pride of place as the headline of the advertisements. Be it espresso, latte macchiato, cappu­ ccino or ristretto, anyone can make the perfect cup of coffee with a JURA machine. «

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JURAworld of Coffee

A hands-on experience Every Wednesday afternoon, the enticing smell of freshly roasted coffee wafts around the entrance hall of the JURAworld of Coffee as JURA roaster Turan Demir demonstrates how to produce the best coffee.

Turan Demir (left): ‘Without exception, the feedback from visitors has been positive.’

‘The response from visitors has been really enthusiastic and quite a lot of them come spe­ cifically to Niederbuchsiten just to watch the roasting display,’ says master roaster Turan Demir. Every Wednesday afternoon (at 2.00 pm, 3.00 pm and 4.00 pm), he has begun putting his knowledge and skills on display at the JURAworld of Coffee by roasting some 36 kilograms of fresh coffee. This is the equivalent of about four cycles of 12 kilos of raw coffee beans each time. ‘Visitors are allowed to pick up the coffee and smell it,’ says Turan, or Turi as he is known to his friends. However, the beans he

roasts do not go on sales and are used internally, for example in the test laboratory. ‘With­ out exception, the feedback we have received from visitors has been positive. It seems that demo roasting plants like ours, where a professional demonstrates the tricks of the trade to his audience, are few and far between.’

Ideal for groups Our two head roasters are willing to put on demonstrations for groups of 15 or more outside the official times. ‘If there’s enough interest, we’re happy to show people what we do in the

evening or on Sundays, if necessary,’ explains Demir, demonstrating that his job is also his passion – or should that be the other way round? Not that the trade of coffee roaster is one you can study for, he says. ‘Learning by doing’ is his description of it, and of course he is not averse to any tips his colleagues might care to share with him. Groups wishing to book in advance can call Claudia Carriero on +41 62 389 83 02 or send her an e-mail at claudia.carriero@jura.com. «

Third RAID prologue On 19 August, some of the country‘s finest classic cars will be assembling outside the JURAworld of Coffee in Niederbuchsiten for the third by now well-known ‘Concours d’Elégance’ followed by the prologue itself, which is run over attractive country roads to Basle. The Concours is open to all cars made up to and including 1975 and is sure to attract a whole host of fascinating models from the pre-war era as well as ones from the 1950s and 60s, eye-catching sports cars, historic luxury vehicles with special bodywork, a few rare specimens and of course a number of more everyday vehicles.

The JURA cup will be awarded to the winner of the Concours, with a second trophy within the Concours set aside for the finest American car dating from 1920 to 1950. There will be plenty of these on display, with classic Auburns, Cadillacs, Duesenbergs, Marmons and Packards from the 1920s and 30s as well as models from other manufacturers which have long since disappeared.

Of course there will also be Rolls-Royces from Springfield, Massachusetts, like the one the Great Gatsby drove, and there will be a special award for the car which best embodies the Gatsby style made famous by F. Scott Fitzgerald’s novel. «

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To get the full programme, entry forms and further information on the RAID 2009, please visit the www.raid.ch website or call +41 61 301 38 95.

JURAworld of Coffee

A new world of coffee pealing colours. The IMPRESSA range is more classical and stylish, with all the comfort customers have come to expect from the exclusive Z5 2@1 and J5, for example.

On 16 January 2009, the first German JURAworld of Coffee satellite opened its doors in the Alsterarkaden building in Hamburg. This attractive coffee world is a meeting place for gourmets and design-lovers alike and one imbued with the premium-quality class that people have come to expect from the reputed Swiss espresso and fully automated coffee machine brand.

Cappuccino, latte macchiato, ristretto, espresso – the list of speciality coffees that a JURA beanto-cup machine can conjure up is as long as their tastes are unique. And the special Swiss touch exclusive to JURA is now available to shop­ pers in downtown Hamburg in the JURAworld of Coffee satellite. This brand new home of coffee is located between Fleet and the ‘Neuer Wall’ shopping area in what was previously the Café Ole, where Hamburg mayor Ole von Beust once had his election headquarters.

‘For the first time ever. customers can come and experience JURA products and service in a real brand environment,’ explains Stefan Scheurer, sales manager of JURA Germany. ‘Our passion

for good coffee, good design and premium qual­ity is something they can feel for themselves.’ Customers can enjoy a whole host of speciality coffees in the café lounge up on the gallery and buy all kinds of coffee-related accessories, as well as top-quality beans.

Premium right down to the smallest detail As well as diving into the sea of aromas on offer, visitors can have a good look at the fully automated coffee machines and test out their user-friendliness. The whole JURA product range is on display in a modern presentation system on the ground floor. The ENA is dynamic and modern, the world’s slimmest fully automated coffee machine available in seven modern, ap-

Elegant yet cutting-edge But the star of the show is undoubtedly the brand-new Signature Line, a unique range featuring refinements to conventional models with luxury materials like Swarovski crystals, rhodium, precious woods and leather. Friendly shop staff are on hand to demonstrate the vari­ ous functions. The JURAworld of Coffee satellite has a comprehensive selection of international coffee roastings, with the selected JURA and Cardinahl Caffè blends providing nine varieties alone. The complex layers of aromas unfold throughout the location to provide a truly impressive coffee tasting experience. And any­ one wishing to impress their friends with their know­ledge of coffee beans and blends only has to register for a Barista workshop at the new JURAworld of Coffee satellite. «

The opening of the new satellite attracted coffee lovers and design aficionados to Hamburg in droves.

Left to right: Stefan Scheurer, André Buddenhagen, Nikolai Cardinahl and Rolf Diehl.

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Markets

Developing coffee markets Down Under After some eight years of active market presence in Aus­ tralia, JURA combined with distributors GCS Global Coffee Solutions last year to form a joint venture to found JURA Australia Espresso. The new company is already looking to secure 20% of market share this year.

For many of us, Australia conjures up images of the outback, Uluru (or Ayers Rock), Croco­dile Dundee, kangaroos, Sydney Opera House and endless miles of beaches that are ideal for surf­ ing. Australia is also a nation of beer-drinkers, with the city of Darwin in the north of the coun­ try holding the world record for the amount supped: at 244 litres of the amber nectar per inhabitant per year, it leaves the likes of Germany trailing far behind on a mere 138 litres.

What is less well known, however, is Australia’s excellent reputation among connoisseurs as a coffee producing nation. It is a pity this fact does not get the publicity it deserves, as the coffee grown there is of a very high quality.

Queensbury Skybury, for example, enjoys a particularly high reputation and is considered by some connoisseurs to be even better than the legendary Jamaica Blue Mountain.

Coffee culture(s) This fact, combined with the various different cultures to be found Down Under, especially

from Europe, has turned Australia into a genuine coffee-shop country. Cafés are opening up one after the other in the big cities, sprouting up whenever retail space becomes available.

‘We have been tracing this positive development since the mid-1990s and in 1998, the first fully automated JURA coffee machines were delivered to Australia. Our partner GCS – Global Coffee Solutions – took over distribution, and we’ve been working wonderfully well together ever since,’ says Export Manager Eveline Fink.

Enormous potential Success was just around the corner, and sales figures have been growing at an annual rate of around 25% ever since. ‘Last year we sold more than 5500 bean-to-cup machines,’ Eveline con­ tinues. ‘When the commercial sector is fac­ tored in, we are expecting total sales in 2009 of 10000 machines which would represent a market share of just under 20%.’ To achieve this ambitious target and establish the JURA

brand even more firmly, the JURA Australia Espresso joint venture company was founded in conjunction with CGS on 1 July 2008. The CEO of this new company is former GCS Financial Director Mac Barracosa, and he is confident that the new firm has not set its sights too high.

Enjoying the big opening in Sydney harbour (left to right): Mac Barracosa, Renee Rovere, Joe Belo, Eveline Fink, Chris Pollard and Joe Nascimento.

20

‘Of around 22 million people living in Australia, almost 12 million could theoretically be our clients. There is enormous potential and we are only scratching the surface here,’ he says.

An added advantage is that Australia is very much a ‘milk market’, with cappuccino, latte macchiato and the local favourite, flat white, hot favourites in cafés around the country. And those looking to prepare these tasty speciality coffees at home and impress their friends are turning in ever increasing numbers to JURA bean-to-cup machines. ‘This explains why our premium products, such as the IMPRESSA Z5 with one-touch cappuccino, are selling so well,’ enthuses Eveline Fink.

One of Mac Barracosa’s prime distribution chan­ nels includes chain stores such as Harvey Norman, David Jones, Domayne, Clive Peters and Joyce Mayne, which provide JURA with more than 250 points of sale throughout Australia.

‘At the moment, things are going really well in

Eastern Australia, but the rest of the continent is not too far behind,’ says the CEO regarding current market trends.

As well as the obvious ‘Swiss-made’ factor, Barra­cosa attributes the success of JURA Australia Espresso above all to the well-trained and highly motivated key accounts, demo teams and sales staff. ‘GCS has really done some excellent work here,’ he says, adding that their cooperation with the distributor has also been productive. ‘Our head office is in the same building in Fairy Meadow near Wollongong, and we share a wide range of service departments between the two companies.’ The JURA service factory, completed just a year ago, is also housed in the same building.

great interest. ‘We invited more than 100 distributors and retail partners from across the country to the official opening on 24 November and presented JURA Australia Espresso at the world famous Sydney Harbour,’ recounts Mac Barracosa. ‘They were all very enthusiastic and, above all, delighted that Eveline Fink and Thomas Fournier – then CFO of JURA – as well as other members of management from Switzer­ land were present. It meant our partners could see for themselves just how seriously we take our cooperation with JURA and that a lot is being invested in Australia and the future of the market here.’ «

Successful launch Everything now seems set for a rosy future and initial signs are positive. The market has followed the launch of the new company with

21

Markets

‘I’m the right guy for the job.’

Since the middle of last year, Mac Barracosa has been CEO of a new joint venture in the southern hemisphere, JURA Australia Espresso. In January, he flew to Europe for an international meeting in Niederbuchsiten, where ‘Coffee Break’ caught up with him.

In your opinion, what’s the essence of a good cup of coffee?

Fresh beans. It doesn’t matter what variety you’re talking about: it always tastes best with freshly ground beans.

How did you start drinking coffee?

I’ve always enjoyed a cup of coffee – (laughs) – even the instant variety when I was younger. But it was my contact with so many different Euro­ ­pean cultures that converted me and turned me into a real coffee fan.

When and where do you drink coffee today?

Anywhere I can find the time and get hold of the real thing. But I usually drink my first coffee of the day and the last at home.

That sounds like a lot of cups.

No, not really, I don’t manage more than three or four a day.

I suppose you have a JURA coffee machine at home?

Right. We’ve had a fabulous IMPRESSA J5 Piano White for about a year now, and the family keep it pretty much on the go. And we have a lot of friends and neighbours who like to drop in for a quick coffee.

How did you get into the coffee business in the first place?

About three years ago I was on the lookout for a new professional challenge. That’s precisely what Global Coffee Solutions was offering, with the added advantage that it was close to home.

I’m very much a family man, so the new job was perfect for me. But one thing I didn’t expect back then was that I’d enjoy the coffee business so much.

And what made you decide to join JURA Australia Espresso?

For the simple reason that I thought to myself: I’m the right guy for this job. Apart from that, I’m still working with the same great bunch of people, sitting in the same office – even the same chair – but now I’ve got a completely new and promising challenge.

Describe the opening on the 24th of Novem­ ber for us.

We were all a little nervous, of course, but the moment and the whole event were just magic.

Honestly, it was an incredible occasion in an amazing setting. My partners in the industry enjoyed themselves, but more importantly, they saw that we’re serious about what we’re doing and that we can count on the full support of JURA in Switzerland.

‘Emanuel Probst is such an inspiring speaker; his vision enables us to look through the fog.’

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‘I’ve learned that the Australian market is developing in line with expectations and other JURA markets and we have every reason to be satisfied.’

And have you managed to keep things on the same ‘high’ as back in November?

Oh yes. The positive feedback we got from everyone made us incredibly motivated and even more inspired to carry on in the same vein.

Where do the biggest challenges lie for you in the months ahead?

There’s a lot to do. The economic crisis won’t simply go unnoticed in Australia. For me, the main challenge will be giving the job all I’ve got, there is good potential growth in Australia as we are still prominently an instant coffee market but we are seeing good growth in our market year on year, we need to continue working on brand awareness and implement strategies to increase market share.

We’re sitting here in Niederbuchsiten for an international meeting and outside all we can see is fog. Don’t you miss Australia?

Sure, but I’m enjoying my time here as well.

Emanuel Probst is such an inspiring speaker – his vision enables us to look through the fog.

But I’d still like to see a bit more fresh snow. It isn’t something you often see in Australia.

How do you find about what’s happening on the coffee markets in other countries? Or do you feel a little cut off Down Under?

International meetings like this one are great for building up a global network. They give me a chance to meet colleagues from all over the world. We swap ideas and compare situations in our respective markets. It’s also taught me that the Australian market is developing in line

Mac Barracosa Mac is 47, his wife’s name is Dianne, and together they have two sons, David (19) and Jake (15). His family is also his main hobby, and Mac admits he’s crazy about them. His two biggest dreams are to make JURA number one on the Australian market and to come on a trip to Europe with his family. He’s afraid of nothing, and luxury for him means having time to spend with his family and good health. There’s nothing he enjoys more than a funny story well told or a good joke.

with expectations and other JURA markets and we have every reason to be satisfied.

Do you have any special expectations from JURA’s management?

Not really. Everything’s running very smooth.

But I’d like to give a special mention to the very open and honest communication, the commit­ ment and the way JURA’s corporate philosophy is put into action. It really is exemplary, and enormously motivating.

‘JURA’s commitment and the way it puts its corporate philosophy into practice are exemplary and enormously motivating.’

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24

A day in the life of Roland Eggenschwiler

A man with a passion for service A sense of responsibility, an attentive ear for the customers and an ability to get his message across: Roland Eggenschwiler has all the qualities required to fulfil his new role as head of JURA Service Switzerland. Here he tells us about a typical working day in his demanding and highly varied new position.

Roland Eggenschwiler usually arrives at Niederbuchsiten around 7.30 am

Roman Kämpfer took over the training department from Roland and the two regularly exchange ideas.

Roland is happy to rely on the extensive knowledge and years of experience of Erich von Arx.

7.00 am The day begins with a delicious cup of coffee from my IMPRESSA Z5 and a croissant, setting me up perfectly for what lies ahead. My sons Nicola (9), Levin (7) and Mirco (5) and I all get ready to head out of the house. The boys have to be on their way to school and kindergarten by 7.30, while I set off to JURA headquarters in Niederbuchsiten just after seven.

dealers. Comprehensive support and quick help is what is required of us and the Service Centre Department Switzerland permanently seems to have tricky problems to solve. I devote much of my time along with my colleagues to answer­ ing the enquiries of our service centres and clients. And there’s the telephone – my first call of the day already.

8.36 am The calls never seem to stop. When there’s a tricky problem to solve, it can take me up to a couple of hours, what with the research and then the follow-up by e-mail. It is important for me that our service partners and customers feel that they always get good advice and service. This intensive effort on behalf of our part­ ners and customers is something I really enjoy, not least because the first-class support we provide is a concrete demonstration to the outside world and it also embodies our philosophy down to the letter.

ing new service concepts. Our external service centres are like an extension of the service ‘arm’ and demonstrate how customer-friendly we are.

Both our authorized specialist dealers and our customers really appreciate JURA’s attention to quality and the fact that this does not stop with our high-class products but is also apparent in the high-class service we provide. Credit for this definitely has to go to Erich von Arx who, having built it up himself, has been in charge of service in Niederbuchsiten for a number of years now and more recently took on responsibility for the whole of Switzerland. He now holds the post of Building Manager and is still involved in the daily business, using his extensive knowledge and years of experience to coach me and give me all the support I need. Over an espresso in the cosy lounge in the reception area of the glass service factory – Erich’s single-minded determination to make the building a success being one of the high points of his ca­reer – we discuss the finer points of a new con­cept.

9.50 am Since we are permanently looking into ways of improving the service we provide, I am refin­

10.30 am Time for a tour of our glass service factory. We call it ‘glass’ since it gives our customers a to-

7.25 am When I get into the office, my colleague Roman Kämpfer is already hard at work on the prepara­ tory phase of our apprenticeship camp which he is responsible for in his new role as head of training. Up until December 2008, I was in charge of trainees here at JURA, and it’s good that we share an office since we can exchange advice and help one another out. If he isn’t al­ ready busy with our apprentices, he will give Sonja Jakob and me a hand looking after our authorized external service centres. I took on overall responsibility for the Swiss service centres including our Glass Service Centre on 1 Janu­ary 2009. It’s an exciting role which keeps me in daily contact with our customers and

25

A day in the life of Roland Eggenschwiler

On his tour of the Glass Service Centre, Roland meets Martin Emch, which gives them both a chance to talk shop.

Visits such as the one here to see Erich Kaufmann and Priska Her­wig in the JURA ‘Wynamatic’ service centre keep Roland’s days interesting and varied.

Al­though he is no longer in charge of them, Roland still keeps in close contact with apprentices such as Maël Distel.

tally transparent insight into the service we pro­ vide: they can come and experience first-hand how their JURA bean-to-cup coffee machine is serviced or repaired by one of our highly skilled employees in a modern working environment.

They can talk directly to one of our specialists to find out more about the machine, and every cus­tomer also gets a service proposal with a fixed cost estimate, explaining to them exactly what work will be carried out on the machine.

Our on-site experts can answer questions directly as well as passing on a few valuable tips.

The customer is free to choose when they want to pick the machine up again – if they want to, they can get it back newly repaired or serviced in just two hours while they wait – giving them

time to enjoy the fascinating and unique ex­ per­ience for the senses that our JURAworld of Coffee provides. There is plenty of free parking available and for the younger visitors, there is a large outdoor play area as well as one inside with Playstation and Gameboys. My lads can hardly wait to come and visit me at work so that they can go to ‘Cino Land’ as it is called.

service factory – since 1996, our 72 employees in­volved in the service process have been work­ ing in interdisciplinary teams, playing a genuine role in all the processes and being encouraged to volunteer fresh ideas whenever they have them. Within a year of its introduction, our ex­ ceptional working model had won the Swiss Innovation Prize. The model dictates that there should be equal pay for equal work and a great deal of flexibility. And the best about it as far as our customers are concerned is that we can provide unique service without hidden or in­ creased costs.

11.00 am In the Glass Service Centre, I meet Martin Emch, head of the Service Coffee department. It never ceases to amaze me that his teams are so highly trained they average an incredible 120 repairs a day! Our qualified group work model must be playing a major part in the success of the

Roland Eggenschwiler ... ... has been with working at JURA since 2000. A qualified technical draughtsman and mechanic, he has been in charge of JURA Service Switzerland since January 2009. Previously at JURA he was head of apprentice training and handling exter-­ nal service centres. He is a father of three and during his spare time enjoys football, hiking and skiing or the occasional evening playing cards with friends.

26

12.50 pm After polishing off a tasty snack in the JURAworld of Coffee, I head for one of our certified external service centres. Erich Kaufmann, who has been CEO of the authorised JURA service centre in Gränichen since 1993 with his life part­ner Priska Herwig are waiting for me in their well set-out specialist store which goes by the name of ‘Wyna­matic’. I also really enjoy the contact I have with our authorized service centres: we take care of the comprehensive initial training and regular further updates for partners, who go through a very careful advance selection pro­ ­cess since they will be representing the JURA standard of quality to the outside world. This means they are always in a position to perform expert repairs on the entire range of JURA machines and to provide our cus­tomers with all the information they need. To enable us to remain close to our clients, we work across Switzerland with 64 authorized ser­vice centres as well as our own in-house service factory.

Training

Effective and efficient management 2.00 pm I love the varied nature of my job, particularly training internal and external staff. Roman Kämpfer and I run further training sessions regularly throughout the year in our modern teaching facilities. There is another session being held in-house tomorrow – I quickly check that all the training material has been prepared and speak with Roman about how the day should pan out.

3.30 pm Another element that is very important to me is the training of our youngsters. Roman has been the contact person for our trainees since January, which used to be my responsibility. I like to visit our younger members of staff in the workshop or the laboratory, where the resources and equipment for our worldwide service factories are developed and tested. Maël Distel, who is a second-year apprentice automa­ tion engineer, tells me about his time with the industrial electrician and in the workshop where, after his eight-month basic training in the apprentice workshop, he is now acquiring invalu­ able work experience. It is always inter­esting for me to follow the development of our trainee automation engineers throughout their fouryear apprenticeships until they are qualified.

5.45 pm The last phone call of the day which again throws up an exciting challenge for the support staff. I obviously am delighted with all the posi­­tive feedback that we get from our customers, service partners and our own employees. Every month, we pick one of our customers and ask them how satisfied they are with our services. Customer feedback like ‘great job’, ‘perfect ser­vice’ and ‘JURA epitomizes customer friendliness and performance from start to finish’ always send me off home with a swing in my step. «

Anton Berrocal is in charge of further training courses for members of management.

Our past growth and the enormous challenges that face us now and in the future call for effective action from our management team. Our management training courses are just one of the ways in which they are prepared for the job in hand.

Further training at all levels means that JURA employees are equipped to face the demands and challenges posed by the present and, more particularly, the immediate future. Senior management are no exception when it comes to training. ‘This is why the basic principles, the tasks and the tools of a member of management are part of everyone’s training this year,’ says Anton Berrocal, Head of Human Resources, explaining that excellent performance can only be achieved if the principles of effectiveness and professional behaviour are applied.

‘Management by objectives’ is the guiding principle of our senior management training, thus guaranteeing that our organization can concentrate on the primary core processes.

Recommended reading The next session of demanding further training begins on 6 May 2009 with the first block in a total of four presentations. ‘A morning of intensive training is scheduled to take place once a quarter and people can put the theory they’ve learned into practice the same after­noon,’ says Berrocal. Participants are obliged to take an active role and to put in work before and after the sessions. And then, of course, they have to implement what they’ve learned on a daily basis, in the way they carry out their management duties.

Participants also have to read the bestseller ‘Lead, Achieve, Live’ by Fredmund Malik. In total, some 30 key employees are taking part in the management training scheme which is run personally by Anton Berrocal himself. «

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Upcoming events

Events featuring JURA: not to be missed!

Germany Canada CGTA Fall 2009 Gift Show Congress Centre Toronto 9 –12 August

Fall Home Show Better Living Centre, Exhibition Place Toronto 1 –4 October

Elegant Wedding Hotel Windsor Montreal 8 November

BÄKO Region Stuttgart eG Exhibition Stuttgart 18–21 April pro mensch Stuttgart, 5–6 May Nuremberg, 3–4 November

USA Meet and Greet Roger Federer New York During US Open 31 August – 13 September

IFA Internationale Funkausstellung Berlin 4–9 September

Mexico Expo café World Trade Center Mexico City 3–5 September

Switzerland BEA Berne 15–24 May

Ironman Switzerland Zurich 11–12 July

Abastur Centro de Exposiciones Banamex Mexico City 30 September – 2 October

Intern. Wheelchair Marathon JURAworld of Coffee Niederbuchsiten 10 June

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RAID prologue JURAworld of Coffee Niederbuchsiten 19 August

Upcoming events

Taiwan

England Caffè culture Olympia National Hall London 20–21 May

Latvia Salon de Luxe Olympic Sports Centre Riga 6–9 November

Exclusively Housewares Business Design Centre London 9–10 June

Italy

HOST International Exhibition of the Hospitality Industry Milan 23– 27 October

OLMA Trade Fair for Agriculture and Food St. Gall 8–18 October

Austria Futura – Trade Fair for Consumer Electro­ nics, Household Technology and Telecommunication Salzburg 17– 20 September

Openairs with JURA Gourmet Coffee Catering Greenfield Festival Interlaken Matten 12–14 June Openair St. Gall 26–28 June Openair Frauenfeld 10–12 July

IGEHO Basel 21 –25 November

Food Taipei World Trade Center Taipei 23–26 June

Gurtenfestival Berne-Wabern 16–19 July

Heitere Openair Zofingen 4–9 August Openair Gampel 13–16 August

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History

Happy Easter!

Was everything really better back in the old days? It’s safe to say that everything was different, which is why in future issues, we will be showing you a few highlights from JURA’s past, starting with the Easter bro­chure from 1956.

Yes, it’s more than half a century since we wished our customers a Happy Easter with the flyer illustrated below. Our range back then included an enormous variety of kitchen appliances, ranging from chafing dishes and plate warmers to refrigerators. It is incredible and very pleasing to see how well the waffle iron has stood the test of time, and interesting that our predecessors used very few English terms to describe the various appliances. The word ‘toaster’ – omnipresent today – had clearly not yet established itself, and the appliance was called a ‘bread-griller’...

Enjoy a glimpse of JURA’s past – perhaps it will even inspire you to wish your loved ones a Happy Easter with a gift from our current product range. And let us take the opportunity to wish you all a Happy Easter and a wonderful spring. «

Do you know the JURA steam iron? Iron the washing without having to make it damp.

Even steaming men’s suits is simplicity itself.

Makes clothes look they have just been taken off the peg. The JURA steam iron can be used on either STEAM or DRY setting and is the ideal Easter gift. Only Fr. 68.50

Coffee like you’ve never tasted it before!

In terms of value for money, the all-glass JURA coffee machine puts everything else in the shade. Fr. 68.50

Serve them with coffee or tea, topped with cream or fresh fruit: tasty home-made waffles hot from the JURA waffle-iron – what more could a housewife want?! Only Fr. 73.–

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Keep all your food fresh, even at the height of summer, with a JURA refrigerator – the fridge with the most. Various models with the choice of motor or absorption. From Fr. 298.– to Fr. 890.– Capacity: 42–130 litres.

People

Anniversaries 35 years

Peter von Rohr Technical Support int.

20 years

Nursel Demir Household servicing

30 years

Urs Baumgartner Reconditioning

25 years

20 years

Kurt Fasnacht Workshop

Erica Baruzzo Customer services

Silvia Stalder Sales Promoter

Rudolf von Rohr Laboratory technician

15 years

Anita Conforti Customer services

10 years

JURA Germany anniversaries

Obituary Marie von Arb 20 years Stefan Scheurer Sales management 15 years Jens Neumann Sales force Daniel Beyeler Logistics services

5 November 1918 – 29 December 2008 27 years of service Small machinery assembly

Michael WegmĂźller Marketing services

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Roger Federer, Swiss tennis icon and holder of 13 Grand Slam titles

Frothy Cappuccino, freshly ground, freshly brewed, at the push of a button.

Tennis champion Roger Federer cherishes naturalness and that includes his coffee. He likes it best when it has just been ground from the whole beans and prepared exactly to his taste. Be it espresso, latte macchiato, cappuccino or ristretto – made easily and naturally, with his JURA IMPRESSA. JURA Elektroapparate AG, Kaffeeweltstrasse 10, 4626 Niederbuchsiten, www.jura.com