JURA Coffeebreak 1/2013 EN

CoffeeBreak Magazine for Employees and Associates – Issue 1 / 2013

www.jura.com

MANAGEMENT Agenda 2020: Focus on trust and orientationr

Professional advice 2.0

JURA opens its first e-store with live video sales advice

BRAND AMBASSADOR Roger Federer Walk of Fame: Robert Federer’s personal involvement JURAWORLD OF COFFEE 200,000th visitor to pass through the doors 1

EDITORIAL / IMPRINT

Editorial Dear Colleagues, Partners and Friends of JURA Starting with this issue, you can join us on the run-up to 2020 and experience JURA’s passion for coffee for yourself.

You know the feeling, I’m sure. You find yourself in a packed department store and you’re look­ing for something special. But what colour should you choose? And what’s the most beautiful material?

Do I want model A, B or C? And where should l buy it? Spoiled for choice, we are exposed to infor­ mation overload and unable to keep our bearings. And this is precisely where JURA kicks in with its ‘2020 Agenda’. Giving people guidelines and building confidence: these two central elements will accompany us as we head into the future. You can read all about how we plan to tackle this objective starting on page 11.

But we are also continuously expanding our presence on international markets. The opening cere­mony at the new Hospitality Center in Estonia or the spectacular tennis match followed by a meet-and-greet in Colombia are just two events we can all look forward to.

Providing top-class service has always played a decisive role at JURA. And to reinforce that message, we have an informative new campaign that publicizes the importance of our guarantee and cus­tomer advisory services. We believe that if you commit to buying one of our bean-to-cup speciality coffee machines, you are entitled to top quality, all the way from pre-sale advice to after-sales service.

So – and I address this to employees, partners, customers and friends of JURA – if we are to go on inspiring and thrilling consumers with our products, we are dependent on you, your trust and your confidence. One thing remains: I would like to take this opportunity to offer my sincere thanks to everyone who has contributed in some shape or form to JURA’s lasting success!

Emanuel Probst

Imprint Published by: JURA Elektroapparate AG, CH-4626 Niederbuchsiten Editors: Meinrad Kofmel, Michèle Ackermann, E-mail coffeebreak@jura.com Design: spice advertising, the Inhouse Advertising Agency of JURA Elektroapparate AG Produced by: JURA Elektroapparate AG, Niederbuchsiten /PfisterCom, Arni Photo­graphy: Kurt Pfister, Pfister­Com (pages 77, 9, 13, 14, 17, 18, 21, 22, 23, 24, 30, 31, 35), Jonas Spengler (pages 2, 4, 5, 18, 19, 20), Leo Stanners (page 10), Derek Li Wan Po (page 11), André Albrecht (page 16) Printing: Vogt-Schild Druck AG, Derendingen Languages: German and English Translation: Hill Johnson Associates GmbH, Zürich Circulation: 52,000 Frequency: bi-annual since 2005, total 15th edition

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INDEX OF CONTENTS

Contents

12

16

22

24

28

32

4 CoffeeBar

Our brand now has a worldwide pres­ ence. See for yourself where you can hear and read about JURA, or simply enjoy.

8 JURA breaks into the movies

The fabulous design of our bean-to-cup coffee machines has assured them of a regular spot on TV and cinema screens.

10

I like JURA Commendation for our Facebook presence.

11 Agenda 2020

Orientation and trust are the main factors when deciding for one brand or another.

12 Professional advice 2.0

Thanks to the new e-store, we guarantee the same high-quality advice as at the point of sale.

16 The JURA quality promise

25 Markets

17 Highly satisfied

30 Coffeerinha

18 Product innovations

32 A day in the life of

Emanuel Probst stakes his reputation on maximum quality.

Our service factory draws visitors from home and abroad. We asked six of them about their experiences there.

Discover our latest products: the intelligent freshwater kit and the all-new Cool Control Wireless 1 l.

An overview of major trends and results from our global markets.

Rudi Hilscher provides a step-by-step guide to making this delicious coffee cocktail.

Reto Rippstein

Sport, family, work and hobbies in perfect balance.

20 By way of example

34 Winter camp a huge success

22 Window on success

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Pictures that illustrate why our partnership with the Sauber F1 Team is so ideal.

Robert Federer ensures that the Walk of Fame in honour of the greatest tennis player of all time remains exciting and up to date.

An unforgettable week’s skiing for our apprentices and their instructors.

People Anniversaries, one in memoriam and the vocational trainer for technical pro­fessions.

24 JURAworld of Coffee

celebrates 200,000th visitor Margrit Kübli wins a year’s supply of delicious coffee with the compliments of the house.

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COFFEEBAR

CoffeeBar Test the Best ENA Micro 9 One Touch – simply the best ‘It’s fast, economical, easy to operate, brews fabulous aromatic espresso and makes a dense milky froth,’ was how Germany’s leading consumer magazine, Stiftung Warentest, summed it up in its December 2012 issue. The independent testing team gave the ENA Micro 9 One Touch an overall mark of 2.1 (‘good’) and declared it the overall winner of the 14 bean-to-cup machines tested.

Now you can benefit from our big try-before-you-buy promotional offer: at the JURAworld of Coffee, at the JURA store, or with all participating retailers. Now you too can discover the qualities of the ENA Micro 9 for yourself. And you can do so in the peace and privacy of your own home. We will put the test-winning model at your disposal free of charge for three days with no obligation to yourself. So, why not test the machine and start enjoying espresso, coffee, cappuccino and latte macchiato in a league of their own. «

Partnership

takes gold

Maximilian Hager (left), Head of Distribution JURA Austria, and Andreas Hechenblaikner, General Manager JURA Austria are clearly delighted by the award.

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On 13 March 2013, JURA Austria was presented with the ‘Golden Plug’ award for the second time in succession. The award singles out brands that combine outstanding product quality with reliable, long-term partnership, and is one of the electrical retail trade’s most important awards. ‘We’re delighted to accept this award. It confirms that we are on the right track and that the trade perceives us as partners they can rely on,’ explained Andreas Hechenblaikner, General Manager JURA Austria. «

COFFEEBAR

JURA confirms

Superbrand status JURA combines innovation with first-class quality. It is this strong brand promise that has enabled us to make a name with coffee connoisseurs the world over. Customers love the fact that we make such fabulous, high-end products.

These are the reasons why the Superbrand quality seal picked out JURA as a Superbrand for the second time in succession on 4 December 2012, making it one of the 50 strongest brands in Germany. Superbrands are those that con­ firm their status by offering continuously high standards of quality, reliability and loyalty to their customers. The value customers perceive gen­erates trust, makes the brand attractive, and often results in a JURA bean-to-cup machine becoming a must-have. Our Superbrand status firmly anchors us in the minds of our customers and makes our machines even more desirable. «

Two-time award winner Once a year, the Coffee Innovations Award singles out the most innovative products in the coffee industry and thus reflects the latest products and current trends. The process takes place in two stages. A jury of experts makes the initial choice of products, which are then open to the general public for online voting. At the beginning of 2013, the four category winners were announced from the 14 originally nominated products. And the winners are as follows: in the sustainability class, the IMPRESSA F7 and in the processing class, our IMPRESSA Espresso Premium Blend coffee. «

Slimline design –

strong impression Every year, the 60-year-old German Design Council, one of the world’s leading centres of expertise for design-related com­ munications work, confers what is undoubtedly Germany’s premium design distinction, the German Design Award. Basing their assessment on strict criteria, experts from a variety of disciplines and with different backgrounds evaluate the design of the products that help shape our everyday lives. At the beginning of the year, our ENA Micro 9 One Touch was singled out for a very special honour: a Special Mention in the Home Interior category. We are delighted! «

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COFFEEBAR

Events featuring JURA: not to be missed!

Comptoir Suisse, Lausanne, Switzerland: 13.– 22.9.2013 Heso, Solothurn, Switzerland: 20.–29.9.2013

Award-winning

innovations

OLMA, St. Gallen, Switzerland: 10.–20.10.2013 David Shull, Vice President Sales and Marketing, is delighted with the IHA Innovation Award.

Every spring, the city of Chicago is transformed into a mecca for the home appliances industry. This year was no exception: more than 20,000 retailers from all over the world made the pilgrimage to the International Home + Housewares Show, which took place from 2 to 5 March.

Among the 2,100-plus exhibitors in Chicago was JURA, with the focus this time on the GIGA 5 and the IMPRESSA F7. The high point of the exhibition came when David Shull accepted the IHA Innovation Award in the Kitchen Electrics category on behalf of JURA. The experts were won over by the perfection, precision and professionalism of our GIGA 5. «

IFA, Berlin, Germany: 6.–11.9.2013 Exclusively Housewares, London, UK: 11.–12.6.2013 International Coffee Expo, Melbourne, Australia: 23.–26.5.2013 Home Show, Auckland, New Zealand: 11.–15.9.2013 Total Home & Gift Show, Dallas, USA: 19.–25.6.2013 International Gift & Home Furnishing Market, Atlanta, USA: 10.–17.7.2013 LA Gift Show, Los Angeles, USA: 16.–23.7.2013 Bakery China, Shanghai, China: 20.–22.5.2013 SCAJ, Tokio, Japan: 25.–27.9.2013 Expo Café, Mexiko Stadt, Mexico: 5.–7.9.2013 Equipotel, São Paulo, Brazil: 5.–7.9.2013 Additional dates can be found at: www.jura.com/en/events

Excellent

design The GOOD DESIGN awards have been presented in New York for 53 years now, making them some of the oldest and most prestigious design prizes of all. This year saw several thousand entries from a total of 48 countries.

The judges' verdict was announced last November, and our IMPRESSA J9.3 One Touch TFT Chrome was among the winners in the Household Appli­ ances category. All the winners in the total of 28 categories can be seen in the GOOD DESIGN Yearbook. «

Huggle acclaim for mini machine The annual Housewares Design Awards are widely con­ sidered to be the most important of their kind in the American household appliances sector. They recognize appliances that use innovative functions to simplify every­day tasks. Our ENA Micro 9 One Touch not only did well in the Countertop Cooking and Beverage Appliances category but also took the Best of the Best – Silver and Best in Category awards. «

JURA – one of the

best exhibitors SIDIM is Canada's biggest design and architecture trade show for building trade professionals and non-professionals alike, attracting some 20,000 visitors each year. Over a period of three days, JURA Quebec presented the entire product range on a display area covering 215 sq.m. Thanks to the clever positioning and design of our stand, our display was commended with the highly regarded Award of Excellence – New Kitchen. «

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COFFEEBAR

A GIGA-ntic birthday cake Here’s a big birthday surprise: a replica of our GIGA 5, correct in every detail – except that it’s edible! English cake-baking specialist Nicky Brown studied French and German at Birmingham University before spending several years working in the financial sector in Japan.

Then, five years ago, realizing the passion and flair she had for making cakes and cupcakes while baking for her children’s birthday parties, she started her own company: Oishi Cakes.

Cake designer Nicky Brown has every reason to be proud of her skills.

Recently, a customer approached Nicky with an unusual request. She asked her to bake a 70th-birthday cake in the shape of a JURA bean-to-cup machine for her husband, a coffee-lover and fan of the GIGA 5. After nine hours’ work, the GIGA 5 replica was finished. Nicky used 1 kg flour, 1 kg sugar, 1 kg butter and 19 eggs to create her masterpiece, a chocolate cake with chocolate butter cream filling. At 21 × 16 × 25 cm, the cake is ‘only’ half the size of the real GIGA 5. It is decorated with edible icing and replicates the machine in detail. ‘I even made the coffee beans individually by hand,’ says Nicky. ‘Apart from the fact that I only had photos in a brochure to model it on, the hardest part was fitting the spouts, which I had to leave to dry for several days. I really wanted every piece of it to be hand-made and edible.’ Even the display was made using edible ink on edible paper.

So, how did the birthday boy react when presented with the finished item? ‘He was absolutely over the moon!’ « www.oishicakes.com

A stage on which to shine Another important step on the path to internationally uniform product presentation has been taken: the attractive, new POS concept is exceptionally versatile and instantly recognizable. ‘We see the furniture as a stage on which the stars – our products – can shine,’ explains Reto Peduzzi, International Exhibitions & POS Manager. Functional and restrained, it perfectly foregrounds the design and features of the JURA range. It is to be used globally, with immediate effect. «

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COFFEEBAR

JURA breaks into

the movies

‘NCIS: LA’, ‘Private Practice’ or ‘SOKO Köln’, to name but three: more and more films and TV series in the US and Europe are featuring JURA bean-to-cup coffee machines. The fabulous designs have made them popular favourites with prop masters for kitchen equipment in film and TV productions.

And that’s not all: their ease of use, combined with the outstanding quality of the coffee, has ensured that they are frequently chosen as subjects for presentation on talk shows and news broadcasts. «

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‘NCIS: LA’, IMPRESSA C5

‘Private Practice’, IMPRESSA S9 One Touch

‘Rizzoli & Isles’, IMPRESSA Z7 One Touch

‘Cougar Town’, ENA 5

‘SOKO Köln’, IMPRESSA J9.3 One Touch TFT

‘Gossip Girl’, IMPRESSA S9 One Touch

Cappuccino art at the touch of a button Instructor Roman Kämpfer discusses progress on the Milk Froth Art Machine with Robin von Büren.

Varied, multifaceted and practical – that’s how JURA’s current contingent of 25 apprentices describe their training. With clearly structured courses and the chance to change departments on a regular basis, the young automation technicians, management assistants and machinists, together with their colleagues specializing in mediamatics and logistics, are able to acquire in-depth knowledge of a wide range of topics. To help the trainees develop independence and give them the best possible preparation for their future careers, they have opportunities to apply the theoretical knowledge they have acquired to interesting practical projects. Here we look at the work of third-year automation trainees.

Their training includes a four-month spell in the coffee machine service department. Once they are familiar with the full range of bean-to-cup machines and have learned how to service them, they have to demon­ strate their knowledge in a practice project where they work as a team.

This is assessed using the same strict IPA grading criteria (for Individuelle Praktische Arbeit, or individual practical work) as their final exam.

Demanding project brief The brief for third-year trainees Dominik Zeltner, Robin von Büren and Florian Zemp this year is: ‘The Milk Froth Art Machine: create a machine that can produce three different chocolate designs on top of a cappuc-

Did you know?

JURA is a Russian term of endearment

cino at the touch of a button’. In a two-stage process, the machine must first apply a topping on the froth in two circles of different sizes, then guide a wooden stylus so as to create a pattern. The trainees also need to remember that the stylus requires cleaning after each stroke.

Optimum learning effect Meeting the brief in its entirety calls for imagination, practicality, cost awareness and specialized knowledge. But above all, it demands time management skills, a good sense of team spirit, and the ability to divide the task into logical steps. This is because the trainees do not work together on the project at the same time. Instead, they tackle it in turns, which means that if they are to succeed, the changeover must be accompanied by a full briefing with documentation. ‘I think it’s excellent that you have to be able to put theory into practice and actually build something in order to fulfil the assessment criteria,’ enthuses Robert, who is working on the project at the moment. To conclude the proj­ ect, the trainees will give a presentation explaining the objective, the process and the outcome of the task, in a procedure which follows a sixstep approach (investigation, planning, decision, realization, monitoring, evaluation).

Thanks to the attentive supervision provided by Roman Kämpfer (in charge of training for technical careers) and Martin Emch (Head of Ser­ vice (Coffee) at Niederbuchsiten), trainees have often achieved excellent results in their projects. We look forward to seeing how Dominik, Robin and Florian get on, and wish them all the best. «

JURA key figures at a glance Bean-to-cup machines (units) JURA Group sales (in CHF million)

2012

2011

275,000

282,000

change –2.5 %

349.0

352.2

–0.9 %

42.7

47.2

–9.5 %

13.4 %

means ‘nonsense’ in Estonian

Swiss sales (in CHF million)

means ‘law’ in Danish – that probably helps us sell JURA bean-to-cup ma­chines to a lot of Danish lawyers

Swiss share of sales

12.2 %

International sales (in CHF million)

306.3

305.0

87,8 %

86.6 %

Cash flow

24.7

27.8

–11.1 %

FTE staff JURA Group

+9.3 %

is a small island (12 × 44.5 km) off the west coast of Scotland, with only one street and a single hotel – and the Isle of Jura distillery makes a whisky that’s famous around the world.

International share of sales

+0.4 %

691

632

FTE staff HQ Switzerland (incl. 25 trainees)

282

270

+4.4 %

FTE staff International

409

362

+13.0 %

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COFFEEBAR

JURA: Facebook stands for information, interaction, exchange and cooperation: something over 12,000 JURA likers have benefited from since February 2010, and the number is still growing. Public realtime communication creates additional value through the expertise we are able to convey, allows customers to provide their own constructive feedback, and gives JURA customers the opportunity to exchange impressions and swap ideas.

Taking text, images, audio and video as its tools, JURA aims to project the brand authentically and to maintain a constant dialogue with its followers. Providing interested members of the public with up-to-date information and taking a position on their suggestions and questions as quickly as possible are vitally important to us, and the main objective of our presence on Facebook.

Several awards According to a report published in Swiss business magazine ‘Bilanz’ at the start of the year, JURA is one of Switzerland’s top 50 brands in terms of media ranking. And in March 2013, as part of the first rankings for the Best Swiss Business Facebook pages 2013, our Facebook presence was one of 77 Facebook pages assessed. The range, interaction, design and con­ tent of our Facebook pages clearly appealed to the jury, and JURA took a commendable seventh place in the final rankings.

Increased value added and an entertainment bonus The introduction of new tabs directly under the cover picture now means we are able to organ­ize content a lot more clearly and make it avail­able to our fans for a longer period of time. Rec­ipe collections, promotions, surveys, a world­wide listing of after-sales service facilities and much, much more should increase the overall value of our content and make follow­

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ing JURA on Facebook even more exciting and desirable.

Presentation of selected JURA markets Bean-to-cup speciality coffee machines from JURA are available worldwide in over 50 countries. In some of these markets, such as Estonia, Singapore and Brazil, JURA is represented by subsidiaries or distributors. In order to give our fans a better idea of these markets, our Facebook people have launched a project. Ten markets in ten months: facts, coffee traditions, portraits of the team and special events for each market. We started in March with Austral­ ia, a country with a historically rooted coffee

tradition. Do you want to know more about JURA’s markets? Below are direct links to our social media channels. We look forward to wel­ coming you. «

www.facebook.com/jurafans Company page

www.xing.com/companies/ juraelektroapparateag Corporate profile

www.youtube.com/juraworldofcoffee Corporate profile with videos

www.pinterest.com/juraworld Online pinboard for pictures and videos

Continuous rise in JURA Facebook likers 12,250 12,000 11,750 11,500 11,250 11,000 10,750 16.1.2013

18.3.2013

MANAGEMENT

Orientation and trust

Agenda 2020 The core content of our roadmap for the future, Agenda 2020, revolves around the motives that make consumers choose one brand rather than another. Ultimately, their decision is influenced by two prime factors: orientation and trust.

And this will be the focus of all our key activities as we embark on the journey to the year 2020. Our aim is to establish and expand a network of highly professional points of sale, where potential customers expe­ rience the JURA brand in a fitting environment and obtain help and advice from trained sales personnel: in other words, a place that builds orientation and trust. Attractive JURA shops-in-shop in prestigious department stores give the brand a clear positioning. Direct proximity to luxury and premium brands in other market segments make it easier for customers to work out at once exactly where JURA belongs. The same thing goes for new, unique online services. These, too, help us to define our brand image more sharply and to give our customers the orientation they seek.

We continue to build trust through successful cooperation with our brand ambassador, Roger Federer, and our uniform international com­ muni­cations. As a megabrand himself, Roger Federer enjoys far more than an incredibly high profile worldwide. In a representative poll in­ volving 50,000 people from 25 countries and carried out by the Reputation Institute of New York in 2011, Roger Federer was ranked as the second most trustworthy and credible personality in the world after Nelson Mandela.

To put it simply, then, JURA’s recipe for success is to confirm and con­ soli­date the trust we enjoy every time we have contact with our cus­ tomers, and to provide greater orientation with all our activities. For in times of rapid change, trust and orientation help discerning consumers to make a clear picture for themselves, to get their bearings, and to make decisions. «

‘Customers must feel a brand and know what it stands for.’

Emanuel Probst, General Manager JURA

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MANAGEMENT

Professional advice 2.0 When it comes to professional advice, JURA is constantly setting new standards. The latest innovation is a new JURA website complete with e-store, offering online advice of equal quality to the point of sale. JURA Project Manager and Head of e-Business Marc Maurer explains how live sales advice by video link benefits clients and trade partners alike.

Everyone knows that close relations with customers and top-quality advice are fundamental to JURA. But the big news in spring 2013 is that, from now on, this expertise is not restricted to JURA stores, to JURA’s glass service factory, or to the JURAworld of Coffee and authorized retailers. ‘We’re extending our con­ sul­tancy to the Internet, with immediate effect,’ reports Marc Maurer, Project Manager and Head of e-Business at JURA. ‘Our e-store offers customers live sales advice by video, an absolute world first. All it takes is a click of a

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mouse. Anyone interested can link up with one of our consultants in the online studio for a straightforward introduction to the JURA prod­ uct range. It’s convenient, live and indivi­dual.’

An attractive complement The JURA e-store not only guarantees online ad­vice of the highest quality. It literally beams JURA products straight into coffee lovers’ homes. The pilot market is Switzerland, with other countries soon to follow. ‘There are vast distances to cover in markets such as the USA,

Australia and Asia. So here our innovative, webbased solution will be a boon for customers. It’s an attractive way of complementing traditional points of sale,’ emphasizes General Manager Emanuel Probst.

Close to customers – and authorized retailers, too The concept of the global e-store is unique in this sector worldwide. Not only does it give us a ‘gateway’ to the customer, but also to JURA’s retail partners. ‘Our online advisers will gladly refer people to our dealers, as our sales outlets will retain exclusive distribution of some JURA products. One example is the GIGA line,’ explains Marc Maurer. ‘Our e-store focuses on video advice, which helps each customer to find the right bean-to-cup model for their needs. Our new online facility is not a replacement for our physical distribution, but a ration­ al supplement to it.’ «

O ne click to the JURA e-store: www.ch.jura.com

MANAGEMENT

Intelligent solution Advanced thinking: the new e-store fits the tried JURA store concept like a glove. It’s not just the product range, but also the look and feel. ‘Furniture, colour scheme design, even how orders are packed – everything radiates JURA premium quality at the top level,’ points out Marc Maurer, Project Manager and Head of e-Business.

Talking to Marc Maurer, Project Manager and Head of e-Business What are the opening hours of the new JURA e-store?

Our new e-store is open round the clock. As for live advice, our clients can currently access this from 6 to 10 p.m., Monday to Friday, and from 10 a.m. to 4 p.m. on Saturdays. We’ll keep an eye on demand, and may adapt our consult­ ing hours as it progresses.

How quickly are you delivering goods ordered by customers?

Our customers have a choice of delivery options: standard, express, evening or ‘two-hour VIP’. Excellent liaison with our JURA Store in Zurich enables us to deliver the chosen JURA product two hours from receipt of order, anywhere in greater Zurich. All the customer needs to do is opt for ‘two-hour VIP’. Of course, our logistics partner provides a fast and reliable service to all other customers, too.

Who contributed to the successful launch of the JURA e-store?

In-house, JURA staff from a number of divi­ sions were involved, and continue to do their bit. Our IT Department controls the processes via ERP software, while our Internal Sales & Marketing play a role in both process control and e-store support. Our e-Business Department is responsible for planning, design, IT architecture and e-store operation. Then our Internal Logistics, Purchasing, HR and Cus­ tomer Service all play their part. We have hired and trained our online consultants specially for the new e-store. An external partner lent a hand with the development and programming; another helped with the infrastructure and software needed to set up our studio. We’re also working with a warehousing firm, a forwarding agent and a payment pro­ vider.

Which countries can access the JURA e-store?

We started off with one e-store in Switzerland, to gain direct experience from the home market on our doorstep. Other countries will follow.

We’re also working to make our JURA websites accessible for all markets, without an e-commerce function. This means the new system will handle all of our 47 market websites, in 28 languages.

How important is it to protect customers’ privacy?

Of course, this is a top priority for us. The video line only relays images one way: from studio into the customer’s home. We can’t actually see customers, even if they switch a webcam on.

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In my opinion …

Nedim Karahodza, Technical Documentation /Modifications Support The e-store concept with its new, live sales advice quickly puts customers in touch with a JURA sales professional for expertly targeted information. Everything they need for a possible purchase decision is there …

No more awkward and time-consuming Internet searches; no more hanging around for a salesperson in the shop. It’s brilliant!

Daniel Hüsser, Head of Laboratory 1 The new e-store shows that JURA wants to get established in Internet sales, and its highly innovative approach proves that it is serious about it. Though the advice now comes into the home on a computer screen, the live image preserves a personal note.

You know who’s advising you.

Franziska Rölli, Financial Controller If you shop at the e-store, you can choose the right appliance whenever and wher­ ever you wish, in your own time. Live advice answers any remaining questions you may have. Then it’s just a matter of arrang­ ing delivery of the coffee machine to your door. It’s all very convenient and adds gen­ uine benefits for our customers.

They share the credit for creating the e-store (from left): Dominik Schweizer, Heinz Bieli, Marc Maurer and Therese Scheidegger.

Inside stories Dominik Schweizer, IT Navision, our ERP software, had already proved that it was capable of handling many processes.

So it made sense to use this system to configure the processes for the new e-store. Our greatest challenges were to build in flexibility for the international roll-out and customize a streamlined web shop module for ease of operation.

Heinz Bieli, Logistics Nowadays, customers expect to get their goods delivered promptly, with a minimum of fuss, and in perfect condition. It’s a key factor in sat­ isfaction ratings. Our goal is to minimize the time from buying online to sipping the first perfect cup of coffee at home.

Marc Maurer, Project Manager and Head of e-Business This marks a shift from B2B to B2C. So far we have dealt mainly with business customers, such as our authorized retailers. From now on, our e-store directly addresses end-consumers,

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who have specific needs and present us with a completely different set of requirements.

Changes in our communication channels and trade relations inevitably entail changes in our corporate culture, organization and existing processes. The logistics processes involved now, for example, are more complicated. We are aiming to provide careful support for everyone involved, and that means ensuring they have the necessary training, among other things.

Therese Scheidegger, Internal Sales Instead of having the dealer as the sole point of contact, our new e-store presence neces­ sitates strong support for the end-customer, with more extensive advice. Our online advisers ensure the necessary expertise in live video sales conversations and through our estore hotline.

Lukas Hauri, Marketing Assistant The new e-store equips JURA to face the future with confidence. I value advice from a specialist dealer highly, but I note that the e-store has been very well received and, in my opinion, it will make buying easier.

The key is our innovative provision of sales advice by live video. If our end-customers wish to receive personalized support from us online, this is surely the ideal way to give it.

Sara Egli, Junior Area Manager All you do, on almost any computer, is press a button. That links you up with our online consultants. Then there are new, extra tools that give our customers just the right support in reaching their decisions.

I’m keen to see how quickly we can roll out this brilliant tool worldwide.

Patrik Huwiler, Distribution Control Switzerland JURA is well known for expert service and consultancy. This interactive live video ser­ vice now gives our customers the benefit of that expertise outside ordinary shop opening hours. It’s a genuine innovation which takes the JURA premium concept online.

MANAGEMENT

Cameras love him: media pro Hugo Bigi gives valuable tips.

Sabine Gerhardt during training in the virtual product world, and with Ronja Cannella in the real one.

Knowing how …

With its live video sales advisory service, JURA is treading new ground. But before it could go live online, the consultants underwent an intensive programme of training.

An exciting challenge Our live video sales consultants have to command a variety of disciplines. So, apart from the presentation of product specifications and information about JURA, their training programme included professional guidance on working on camera and lots of technical expertise. ‘One of our biggest challenges in this interesting job is communicating with customers who can see us on their screens when we can only hear them,’ says Sabine Gerhardt of her early experiences in the live studio. ‘It’s quite different from the in-store sales talk, where you get visual feedback from the cus­ tomer.’

Learning from a professional In order to give our people the best possible preparation for the demands of their job, we called in a media pro: well-known TV presenter and media trainer Hugo Bigi inducted our team into the secret of communicating effectively in front of the camera, assisted by communications specialist Ronald Haug. The foundations for a confident, natural and relaxed appearance are built on technical competence and in-depth subject knowledge. The trainees were able to work on their new skills in a number of practical exercises that included useful feedback sessions.

At the same time, they received training about the product range at the JURAworld of Coffee under the supervision of Ronja Cannella.

Time for the real thing The training was followed by dry runs, with em­ ployees from various departments adopting the roles of customers in simulations of sales situations. The live video sales advice service has been online since the end of April, and the initial reactions of Sabine Gerhard and her colleague Jennifer Wyss (front page) are extremely positive: ‘Being able to re­present JURA in this new channel of communi­cation is great fun and incredibly exciting. We look forward to every sales consultation!’ «

15

MANAGEMENT

The JURA quality promise

16

We are running a campaign to inform our customers about the many advantages that come with the purchase of a JURA bean-to-cup spe­ ciality coffee machine.

Short, pithy statements underpin JURA’s commitment to high quality. They are made by none other than Emanuel Probst himself. Because one thing is clear: For JURA, quality is the be-all and end-all. The information campaign is intended to make both existing and prospec­ tive customers aware of the entire range of services offered by JURA. Anyone who buys one of our bean-to-cup machines makes a con­

scious decision in favour of top quality from initial product-related advice through to aftersales service. A JURA machine should provide pleasure and prepare perfect specialty coffees throughout its entire lifetime. The campaign appears this spring in high-circulation Swiss magazines. «

‘Trust is good.

A 25-month manufacturer’s warranty is better.’

‘Our opening times: 24 hours a day, 7 days a week.’

‘Our service doesn’t come from a textbook. It comes from the heart.’

www.jura.com/qualitaet

MANAGEMENT

Highly satisfied

For further information about the service factory, visit www.jura.com > Service & Support > Service factory

Because JURA headquarters in Niederbuchsiten are so easy to reach, many customers can simply drop by on their journey to or from work, or incorporate their visit into some other trip. The focus of most peo­ ple’s interest, apart from the popular JURAworld of Coffee exhibition, is the modern glass service factory. JURA’s specialists are happy to take on all sorts of tasks, from scheduled service and maintenance to repair jobs. They work quickly and professionally, and always ensure that customers are kept fully informed about the diagnosis and repair costs. Our customer surveys show that, statistically, the service fac­ tory scores extremely highly for acceptance and satisfaction. To get our own idea of what the customers think, we asked six of them ourselves. «

Nicole Jöri from Brittnau with her son Maurin; has owned an IMPRESSA E10 for nine years: Overall, my experience has been completely positive. I only knew JURAworld of Coffee before – this is my first time in the service factory. The service at the appliance inspection check was impressively professional and transparent and the repair work was carried out really quickly.

Lilly Bannwart from Solothurn; owns a Maxivap 12186 steam iron, which is approximately 25 years old: A very attentive welcome in a pleasant atmosphere. Everyone here is extremely friendly and helpful. The really pleasant surprise for me is finding someone who is actually prepared to repair my iron – especially at such a reasonable price.

Over 12,000 customers visited the glass service factory in Niederbuchsiten in 2012 – and 99 percent of them provided positive feedback about the friendly welcome and professional service and their satisfaction with the work carried out.

Thomas Häner from Wenden, Germany; owns an IMPRESSA E60 dating from 2000: I come to Switzerland on business regularly. If I need to, I can easily fit in a visit to the service factory while I’m here. So far, I’ve always been completely satisfied with the servicing of my IMPRESSA. True, the work has its price, but having the machine professionally looked after is an investment that pays for itself many times over.

Hanna Hofer from Roggwil, proud owner of a five-year-old IMPRESSA S9 One Touch: The elegant atmosphere and the prompt and attentive service are exactly what one is entitled to expect from a luxury brand like JURA. I very much appreciate the long opening hours, and I was also extremely impressed by the transparency of the cost breakdown.

Jutta Thiemermann from Sissach; owns an 11-year-old IMPRESSA E75: The welcome was very friendly indeed and I really appreciated the fact that a member of staff immediately came up to me with a shopping trolley. It’s not exactly light, after all, this machine! Everything was done quickly and, above all, professionally. And I was really pleased to be allowed to watch the onscreen computer diagnosis. The cost was exactly what I’d been led to expect from the Internet.

Helen Kohler from Oberönz; has owned an IMPRESSA F50 for six years: I had a short wait as none of the technicians were free, but I was brought an excellent coffee that made it all worthwhile. The welcome was very friendly, with professional service at the diagnosis, and the results were clearly displayed and explained to me on the screen. It felt like a ‘coffee clinic’, for want of a better word, and I was very confident that my ‘baby’ would be very well looked after!

17

Lukas Fasnacht with a demo model: ‘Unlike older retrofits, this new kit integrates fully with automatic models.’

Minimal water level guarantees maximum flavour.

Freshness on tap –

for ultimate coffee enjoyment The new, intelligent fresh water supply kit means that non-running water is a thing of the past. Water of the best quality is now guaranteed, for coffee that tastes perfect. The innovative accessory goes perfectly with the IMPRESSA XJ Professional line. It’s quick to fit and easy to use.

What’s the perfect blend of beans? The perfect roast? What’s the right grain size for ground coffee, or the ideal amount of powder? These subjects will always be matters of popular debate, but one fact remains beyond question: 98% of a cup of the best espresso or straight coffee consists of water! ‘That’s why we’re so focused on this vital ingredient,’ explains Lukas Fasnacht, Product Manager Accessories, AddOn Equipment and Care at JURA. Existing so­ lutions already supply top-quality water for excellent coffee. They include the well-known CLARIS filter system or a fixed mains water con­ nection, with or without CLARIS intake filter.

18

‘But now JURA is going a step further by offer­ ing the latest generation of mains water system,’ announces the Product Manager con­ fidently. The new, intelligent fresh water kit, devised specially for the IMPRESSA XJ line, reduces stale water in the tank to a minimum and guarantees that fresh water goes into every cup of coffee.

Minimum water, maximum taste As soon as the water reaches the minimum fill level, a sensor just above the tank bottom auto­ matically switches off the pump. This happens at around the 300 millilitre mark. The water level is then permanently monitored. ‘Using minimum water, we achieve maximum taste,’ notes Lukas Fasnacht with satisfaction.

A permanent mains water supply is in any case recommended for any fixed location dispensing more than about 30 coffees daily. The IMPRESSA XJ9 Professional and the IMPRESSA XJ5 Professional come with the Intelligent Fresh Water System (I.F.W.S.©) software preloaded.

This means the two automatic models come ready to operate the intelligent fresh water kit.

The electronics recognize when the kit is being used and guide the user through a step-by-step menu for quick and easy installation.

Easy to fit After fitting, the kit is easy to operate. ‘Unlike previous solutions, the new kit is fully integrat­

Features of the intelligent fresh water kit

Perfect freshness Pumps only the bare minimum of water into the tank, so the water never gets stale

Safety A sensor constantly monitors the water level

Practical The intelligent fresh water kit is fully integrated into the automatic models, preserving the attractive design of these machines

ed with the automatic models. This means it needs no extra space, and doesn’t spoil the fine design of the IMPRESSA XJ line,’ adds Fasnacht.

And the specialist points to another highlight: automatic mode. ‘In auto mode, the water tank drains whenever the machine switches off, but refills automatically whenever it switches back on. So there’s always exactly the right quantity of fresh water.’ «

PRODUCT LAUNCHES

Features Cool Control Wireless 1 l Extra volume The practical accessory comes with a stainless steel container of one-litre capacity Wireless communication Continuous wireless communication between Cool Control and coffee machine Active cooling Always at the optimum temperature of 4°C

A leap forward in wireless Cool Control Speciality coffees with hot milk or light and airy milk foam are a success story worldwide.

In Asian regions especially, growing numbers of coffee aficionados are enjoying the fashion­ able creations. These turn out perfect if the milk is kept cool, at 4 °C, before frothing up.

Some time ago, JURA introduced the innova­ tive Cool Control 1 l and Cool Control 0.6 l for this very purpose – the latter available with or with­out wireless function. Now the practical milk cooler has ‘come of age,’ as Lukas Fasnacht, Product Manager Accessories, Add-On Equipment and Care, puts it: ‘Of course the tem­ perature remains optimum at 4°C, but the pre­ vious Cool Control 1 l has undergone a com­­plete visual and technical overhaul. The wire­less op­­ tion is another superlative feature.’ The milk cooler also has an automatic energy-sav­ing function, which cuts in as soon as the stain­less

steel container is removed. Of course the cool­ ing switches on again whenever the con­tainer is replaced in the Cool Control. Fasnacht con­ tinues: ‘The level sensor with the pre­­vious mod­ el had proved very reliable, so we adopted that.

If the volume of milk drops be­low the set level, the display of the automatic model shows a message ‘Top up milk.’ This makes the device handier to operate and – im­portantly – prevents unsightly splashes.’ The new Cool Control Wireless 1 l comes in a new and very attractive housing that reflects JURA’s familiar design language down to the last detail.

For older generations of bean-to-cup machines, the Cool Control 1 l is, of course, available with­ out the wireless function. However, the fully automatic models listed on the right do support the practical wireless communication function:

Consumer GIGA 5 IMPRESSA Z9 One Touch TFT IMPRESSA Z7 One Touch Voice IMPRESSA Z7 One Touch IMPRESSA J9.4 One Touch TFT IMPRESSA J9.3 One Touch TFT IMPRESSA J9.2 One Touch IMPRESSA F7 Professional GIGA X9/X9c GIGA X8/X8c GIGA X7/X7c IMPRESSA XJ9

Your customized package solution The new, intelligent fresh water kit and the large-capacity Cool Control Wireless 1 l provide the machines in the IMPRESSA XJ line with the complete range of peripherals needed to meet all the individual demands that arise in professional use. In addition to the appliances already mentioned, there is a Professional cup warmer with accessory drawer, a compact payment box and, of course, the practical coffee grounds container combined with drip tray.

A top-quality CLARIS water filter system also protects your machine against limescale. With everything neatly housed in one of the attractive JURA Coffee to Go series of storage units, you have a space-saving mobile coffee package solution. Even as a fixed installation, it looks simply great. www.jura.com > Professional products > Accessories

19

PRODUCT LAUNCHES

Mobile coffee solution for meeting rooms/seminar rooms.

Bean-to-cup speciality solution with water mains connection kit, milk cooler and cup warmer.

Mobile coffee solution for customers and guests.

Mobile coffee solution with payment module for staff use.

By way of example The ideal, all-round coffee solution for any application: that is what makes JURA’s Professional Division so special. Just what it means in everyday use is illustrated by the example of Sauber F1.

As part of the cooperation between our Professional Division and the Sauber F1 Team, we recently sent a photographer to Hinwil to take shots showing the various uses to which the JURA Professional Line is put. In these photos of real-life use, Jonas Spengler has created a set of images that perfectly illustrate the combination of coffee quality and machines, as well as the varied locations in which they work their magic. At the same time, the photographs demonstrate just how much JURA and Sauber have in common in terms of technology, professionalism and their quest for perfection. ÂŤ

The latest movie about JURA Professional, Promotional Partner of Sauber F1 Team:

20

Master roaster Turan Demir knows exactly what the roasting time should be and can tell when the beans ‘need to come out’.

Tales of

1001 aromas Roasting demonstrations identify potential products A perfect cup of coffee made from fresh beans, freshly ground and freshly extracted at the touch of a button: that’s what JURA stands for.

And that’s why roasting played a central role in the ‘Fit for Coffee’ seminars that were held in Niederbuchsiten from late 2003 onwards. Following the example set by the glass service factory, a new roasting plant, which could be viewed through a glass wall, was set up in 2007. This made it possible to produce top-quality speciality coffees and now gives visitors a truly close-up insight into the roasting process, during which the initially taste and fragrance-free raw coffee unfurls a thousand differ­ ent aromas. JURA’s own-brand coffees are an impressive illustration of the passion and expertise that accompany products from the coffee berry through to the result in the cup.

A new coffee added to the range To ensure that JURA’s range of coffees is regularly extended to include new varieties, the company’s own coffee experts liaise closely with our two raw coffee suppliers: InterAmerican Coffee and Blaser Trading. When­

The tasting follows a clearly defined plan.

ever new coffee types are sent for testing, they must first win over a whole panel of trained tasters during a tasting session. The coffee, which is roasted to various levels of intensity and immersed in hot water, must pass a number of tests. The way it looks, smells and tastes are all crucial.

Only if a variety excels in all these areas does it potentially have the chance of one day joining the range.

Roasting and packaging process At present, coffee is grown in 70 tropical countries on either side of the equator. After being extracted from the berries and washed, the beans are sent to Niederbuchsiten in 60 kg sacks. Here, Turan Demir uses a traditional, gentle drum roasting process at a temperature of 180–220 °C during which the beans are circulated evenly until they reach exactly the required shade of brown. Taking us into his confidence, the master roaster explains ‘the roasting time, which has to be exact almost to the second, is particularly important if all the aromas concealed in the coffee are to be released. However, the roasting time can change, depending on the ambient temperature and humidity.’ The art of coffee roasting is therefore still something of a craft. The packaging plant then automatically fills the coffee into bags, seals them to ensure they are impermeable to both light and air, and prints the expiry date on them. « Our current range with seven coffee varieties can be found at: www.juraworld.com > Coffee

San Antonio, Honduras Pure Origin

Provenance/harvest The plantations are located in the north of Honduras in the region around San Antonio de la Cumbre. Here, the coffee plants grow at a height of 1200–1500 metres above sea level amidst a world of varied tropical vegetation. The ideal climate and the great care devoted to the plants from seedling stage through to harvesting – wherever possible in harmony with the surrounding natural environment – ensure the excellence of this outstanding coffee.

Something special The coffee is 100% Fairtrade-certified and cultivated by Fair­ trade producers. Thanks to equitable trading conditions, small growers and workers in the producing countries can

New in the range

invest in a sustainable future.

Flavour The coffee is light and elegant. A very gentle hint of dark chocolate and water melon give the coffee a charming, delicate sweetness.

Recommendation Ideal when drunk as café crème. Milk enhances the slight sweetness of San Antonio perfectly. As a delicious end to a meal, a tart made of wild berries makes the ideal accom­ paniment to this coffee.

Aroma

Acidity

Body

Roast

21

Just right! Robert Federer and Meinrad Kofmel place the Mutua Madrid Open cup in the showcase containing original trophies.

Window on success

Since late October 2010, the JURAworld of Coffee has been home to the world’s first, and so far only, Roger Federer Walk of Fame. Among the highlights are the original trophies Roger Federer has loaned to JURA for the exhibition. And no lesser personality than Robert Federer helps to make sure that this tribute to the greatest tennis player of all time, and JURA’s brand ambassador, remains topical and exciting. CoffeeBreak was there when Roger's dad paid a flying visit to Niederbuchsiten.

22

AMBASSADOR

Petra Eichmann, Robert Federer and Andrea Neubert with the latest Roger Federer Foundation range.

Father, son and an enthusiastic fan: Robert Federer supervises an impromptu photo shoot in the Walk of Fame. Thomas Eggenschwiler sends the photo that will remind him of this day straight home by e-mail.

Which is something all other visitors can do as well, incidentally.

The telephone rings in JURA’s Communications Department. Meinrad Kofmel picks up the receiver. ‘Hi Kofi, do you have a bit of time on Friday?’ asks the distinctive voice of Robert Federer. ‘I’ll be bringing a new trophy for the Walk of Fame.’

At exactly the agreed time, a car pulls into the car park. Out of it climbs a cheerful Robert Federer. He is accompanied by Andrea Neubert, who shares responsibility for the Roger Federer Foundation product range. Federer opens the boot, takes out two carrier bags and carries them into the JURAworld of Cof­fee. He receives a warm welcome. Everybody knows him. Over a cup of coffee, he unpacks various treasures that he has taken from his son’s vast collection of trophies. ‘Roger won this cup in May 2012 at the Mutua Madrid Open. It’s made up of lots of little rackets. Do you think it would fit in well?’ And as he says this, Meinrad Kofmel opens the showcase con­ taining the original trophies and places the elegant new addition on a glass shelf. ‘Looks

Products to make the heart of any Federer fan beat a little faster: Petra Eichmann shows Robert Federer the current RF articles avail­ able in the JURAworld of Coffee range.

fantastic,’ he says happily. ‘Our visitors are bound to love it.’

well as exclusive products from the Nike Roger Federer collection.

Support for Roger Federer Foundation While the two men discuss the memorabilia that are to be put on display in future, they are joined by Petra Eichmann. She is responsible for the range of products available in the Merchandising Shop and is particularly interested in Federer collectibles, a part of the proceeds from which go to the Roger Federer Founda­ tion. Andrea Neubert places one of the bags on the counter and presents the attractive range of products. ‘There’s something to suit the pocket of every fan and collector. From dec­ orated packs of cards, through caps and shirts, and on to classy badges and leather goods.’

Petra Eichmann is delighted with them and decides to place an order. With a practised hand, she then arranges the new fan items on the shelves. Fede­rer fans can find everything they could wish for among the attractively presented product range at the JURAworld of Coffee.

There is a wide range of Foundation items as

Suddenly, and rather hesitantly, a young man approaches the group, which is by now deep in conversation. ‘Excuse me, aren’t you Roger’s father?’ Robert Federer laughs heartily. ‘I’m a great fan. Would it be possible for me to have my photograph taken with you?’ ‘Then let’s have Roger in the photo with us,’ suggests Federer, who places himself next to the life-size figure of his son and guides the young man to the centre. CoffeeBreak’s photographer takes the shot. ‘No one will believe me!’ says the pleased customer. ‘Many, many thanks.’ Clearly de­lighted at his luck, he takes his leave of us.

Finally, the group gets around to discussing ideas for developing the Walk of Fame in the future. Thanks to the active help of the Federer family, this ‘place of pilgrimage for Federer fans,’ will continue to be a must-see destination in the years ahead. « www.rogerfedererfoundation.org

23

JURAWORLD OF COFFEE

Anton Berrocal and Tatjana Segalla present Margrit Kübli (centre) with a voucher for a year’s free coffee.

JURAworld of Coffee welcomes its

200,000th visitor Every year JURAworld of Coffee attracts around 30,000 people. On 8 March 2013, Margrit Kübli was the 200,000th visitor to pass through the doors. Tatjana Segalla and Anton Berrocal were there to surprise her with an appropriate gift.

24

‘I’ve been coming to JURAworld of Coffee reg­ ularly every other week, for the past five years or so,’ says Margit Kübli. ‘I come here for my favourite coffee, the Malabar Monsooned.’ For Margit, an artist from Oberbuchsiten, coffee is to be enjoyed like a fine wine, and the Mala­ bar’s best characteristics, she says, are its excellent finish and the fact that it is very easy on the stomach. Asked what she likes most about JURAworld of Coffee, Margit is unable to conceal her enthusiasm: ‘The building is just beautiful, with a very positive energy. Coming here feels like stepping onto a stage. There’s always a friendly reception and you get good advice. And every now and then I like to visit the fantastic interactive exhibition and delve into the history of coffee.’

To mark the 200,000th visitor, Tatjana Segalla (Location Manager) and Anton Berrocal (Direc­ tor of JURAworld of Coffee) surprised Margit Kübli with a special voucher that entitles her to a year’s supply of free coffee. ‘That really hits the mark as far as I’m concerned. Thank you very much,’ says the feisty artist from Oberbuchsiten. ‘I promise I’ll carry on being a big fan of JURA coffee and remain a loyal customer.’ «

MARKETS

New showroom

makes hands-on training a reality In December 2012, JURA CAPRESSO moved into its new sales and seminar premises in Closter, New Jersey. From now on, the company will use the impressive surface area of 93 sq.m not only to present the entire range of household and professional appliances, including accessories and cleaning equipment, but also to hold train­ing courses that will allow JURA con-

sultants to pass on their knowledge and sales expertise. These will be hugely beneficial to dealers them­selves as well as to all their spe­ cialist staff – from sales personnel through to customer ser­vice. The new training methods made possible by this presentation platform will make the transfer of know-how and exper­ ience much eas­ier and more practice-related

than in the past. The fact that the entire current JURA range is on display, the plentiful space available for internal meetings and training events, and the outstanding location close to New York all pro­­mise to make the new showroom an over­whelm­ing success. We can’t wait to hear more. «

JURA in the Spanish

premium market In October 2012, JURA opened its first Spanish POS in one of the 80 premium department stores of ‘El Corte Inglés’. El Corte Inglés is one of Spain’s largest outlets for luxury goods in the elec­ tronics and household appliances sector. By next summer, as part of its sales strategy for beanto-cup speciality coffee machines in Spanish premium stores, JURA plans to roll out another four shop-in-shops. «

25

Thrilled at JURA’s Manila success story: Albert Birbaumer (left) and Harris Conlin.

Coffee culture catches on in Manila

‘Over the past few years, a clientele of coffee drinkers have become firmly established in Manila. Initially, there were only a few of them, but that’s changing rapidly now,’ reports Harris Conlin, President of Conlins Coffee World, Inc. and JURA’s local distribution partner. Coffee shops quickly became popular as ideal ven­ ues for meeting friends and enjoying a plea­ sant chat. Conlin adds: ‘At first, the main draw was the social component, and not necessarily a decent cup of coffee! This is now changing.

More and more customers are coming to appreciate the quality of a freshly brewed coffee.

This is apparent on a visit to a restaurant or even a fast food outlet, where a high standard is now expected.’ Young, cosmopolitan Filipinos, often educated abroad, have contributed significantly to the new trend. One such is Harris Conlin himself, who grew up in Canada and has now returned to his home country.

Unlike many western countries, it is special­ ities such as frappés and iced coffees that top the popularity charts in Manila. ‘Then come all the coffee specialities with milk,’ adds Albert Birbaumer, President of RICMAS International Pte. Ltd. and JURA distributor for SouthEast Asia.

26

Seven thousand separate islands make up the Philippines.

Most are tiny, and only about 880 inhabited. Hub and capital is Manila, from where our distribution partner Conlins Coffee World, Inc. is ensuring that the finest coffee and exclusive JURA bean-to-cup machines catch on, nationwide.

A trend spotted early Conlin’s business was founded in 2002 as a subsidiary of the well-known rope manufac­ turer, Pacific Continental. The firm specialized both in roasting the finest coffee beans and in distributing luxury coffee-related equipment and accessories. ‘Very soon we were able to open our first sales outlet, as a shop-in-shop in a big mall. It was a huge success and ex­ panded steadily. As a result, we now maintain nine points of sale in Manila,’ recounts Harris Conlin. His flagship store and principal outlet is in the well-known Greenbelt 5 in Makati.

Albert Birbaumer takes up the success story: ‘The cooperation with JURA has worked perfectly for the company since its foundation. It quickly enabled us to win orders as a supplier to the best hotels, resorts and restaurants in the country.’ Nowadays, major chains such as Red Ribbon Bakery, Kenny Rogers Rotisserie, Dunkin’ Donuts and Shakey’s Pizzeria are among its clientele.

Advice with a capital ‘A’ While the IMPRESSA Xs9 Classic dominates sales figures for the professional sector, the IMPRESSA J9.3 One Touch TFT stands out in

the household sector. Conlin comments on the figures: ‘Our bestseller at entry level is the ENA Micro 9 One Touch.’ Both specialists cite the thorough, expert advice offered to Conlins customers as an important success factor. Spec­ tacular presentations and explanations at the various points of sale are all part of it. Another factor is the ‘butler service,’ which Conlin ex­ plains: ‘Buyers of a JURA bean-to-cup machine at our flagship store in Makati have the appliance delivered to their homes, with installation and an introduction to using it as part of the service.’

This year, the successful manager is also planning to open new offices, a service station and three further sales outlets. He has set his sights on the island of Cebu, which is highly popular with tourists….’ «

MARKETS

Colombian tennis spectacular

in a class of its own Tennis fans in droves, plus a handful of faithful Colom­ bian JURA customers, simply couldn’t wait for 15 December 2012. The suspense was palpable. JURA and LCi were co-sponsoring an event with the two tennis superstars, Roger Federer and Jo-Wilfried Tsonga.

In relaxed mood after the match (from left:) Edward Charnaud, Christopher Charnaud and Tony Godsick, Roger Federer’s manager, with the tennis idol himself.

The exhibition match between the two crack tennis players in Bogotá, Colombia, involved lots of advance preparation and sold out in a matter of hours. A meet-and-greet session with our Brand Ambassador Roger Federer was arranged as a surprise for JURA distributors in Colombia and a select few VIP custom­ ers, min­utes before the show began. There was also a unique opportunity to watch the tennis spectacular live, from two boxes re­ served exclusively for JURA on the centre court.

It was an unforgettable experience for every­ one present.

A warm welcome was extended to special guests Edward Charnaud, representing JURA Headquarters, and his son Christopher Char­ naud, Area Manager Latin America, who is based in Colombia. ‘The personal meeting with Roger Federer, the photo session and auto-

graphs made this event a memorable highlight for our distributors and VIP customers.

The euphoric reception for Federer, when he stepped out on to the court, was simply in­ credible. After all, this was his very first visit to Colombia!’ is the Charnauds’ enthusiastic account of an event that was, quite simply, in a class of its own.

Representing JURA Colombia in each VIP area was a ‘JURA Corner.’ The idea was to acquaint other spectators with our high-quality products and win them over to the JURA brand and prod­ uct range. Informative conversations about the latest automatic models and free coffee tast­ ings at the JURA stand wound this eventful day to a convivial close. «

Charming service from JURA Colombia in the VIP area.

27

MARKETS

Delighted: Ott Viirmann, Head of JURA Sales, tries out the latest JURA bean-to-cup machine.

The spacious showroom allows limitless hands-on contact with the latest product innovations.

JURA fever hits Estonia Michael Lipburger, Head of International Business, hands over the key to board member Silver Rits.

Emanuel Probst cuts the ribbon during the opening ceremony.

Another ceremonial ribbon was cut in December 2012, this time in Tallinn, capital of Estonia. The country’s first JURA Hospitality Center also happens to be the largest in the en­ tire Baltic Region. The doors swung open to the strains of jazz music, tempting guests to linger under the spell of the ballerinas, not to mention a magic show. A vibrant mix of DJ and ‘coffee noises’ set the mood for the impressive dedication. Attended by celebrity visitors, the event left nothing to be desired.

JURA’s quality promise is now in easy reach for the company’s Estonian customers. In charge of the Centre, with its generous 900 sq.m of floor space, is our long-standing business part­ner KAFO (formerly Infomelton), one of Estonia’s biggest coffee retailers.

The defining feature of the multi-storey build­ ing are its glass walls, which seem to stretch heavenwards. The glass service factory, which enables customers to watch on as technicians carry out service work and repairs on the spot, is especially convincing. The showroom complements the luxury fittings with a presentation platform for all JURA household and profes­ sional appliances. There are also various seminar rooms, conference facilities and offices.

Background music was on hand for the opening event.

28

Impressive opening A total of 80 guests were invited to the opening ceremony on 6 December 2012. They included

JURA’s CEO Emanuel Probst, Head of Inter­ national Business Michael Lipburger and Area Manager Elke Feigl. All key accounts and JURA partners from Latvia, Lithuania and Finland seized the opportunity to inspect the prem­ ises and business innovations. But this was not only about business: the festive gathering was treated to jazz, ballerinas, a conjurer, and finally the impressive DJ-compered show.

‘The new location, new image and new service level are taking JURA Estonia another step ahead of its competitors,’ claims Ott Viirmann, Head of JURA Sales at KAFO, confidently. KAFO’s motto ‘We hate bad coffee,’ which has proved its effectiveness in the past, will certainly result in rising sales figures for the future – ‘and a growing community of Estonian JURA enthusiasts.’ «

MARKETS

Openings

JURA Stores at ...

JURA Store at Saturn, Amsterdam Floor space: 20 sq. m

Opened: May 2012

Standort: in the newly built Saturn elec­ tronics shop in a premium position near Amsterdam’s main railway station

Range: all household products including accessories and care products

Highlights: pillar wraparounds 2.8 metres high with large-size fabric pictures and flatscreens

JURA Store at Black Cat Kaffe og Tehus, Oslo

JURA Store at Brødrene Pedersen, Stavanger

JURA Store at Illum Inspiration, Copenhagen

Floor space: 10 sq. m

Floor space: 10 sq. m

Floor space: 15 sq. m

Opened: November 2012

Opened: November 2012

Opened: October 2012

Location: inside the coffee and tea shop of our long-standing Norwegian distribution partner Black Cat in Vinterbro, 15 minutes from central Oslo

Location: in the centre of Stavanger, Norway’s third-largest city, with high purchasing power

Location: in Inspiration at the Illum department store, Copenhagen

Range: all household products with accessories and care items, plus a few professional machines

Range: household products with acces­sories and care items

Range: household product range with accessories and cleaning articles

29

COFFEE RECIPE

Coffeerinha Barista Ruedi Hilscher shows how it’s done.

1 Cut ¼ fresh orange in slices. Tip: put aside one nice slice for garnish.

4 Add 20 ml Cointreau and vanilla syrup.

7 … add the freshly made coffee and the sparkling mineral water to the mixture and…

30

Ingredients

100 ml coffee

¼ orange

2 tbs raw cane sugar

20 ml Cointreau

10 ml vanilla syrup

6 ice cubes

40 ml sparkling mineral water

2 Place orange slices in a cocktail shaker and add sugar.

5 Place six cubes in the cocktail shaker.

8 … blend all the ingredients for about 30 seconds with a drinks mixer.

COFFEE RECIPE

3 Pound with a wooden pestle until nothing remains of the orange but the peel.

6 Prepare an espresso, ‌

10 Carefully garnish the edge of the glass with an orange slice, and your refreshing coffeerinha is ready to serve.

Contest – In need of refreshment

9 Pour the cocktail carefully into a cocktail glass. Wait until the drink and the foam have separated.

Do you know a refreshing coffee drink for those long, balmy summer evenings? Send your recipe to us at coffeebreak@jura.com by 30 June 2013. Our own baristas will try out the recipes and choose the winner.

Prize: A coffee set consisting of our own seven coffee blends from various parts of the world, roasted in-house at Niederbuchsiten (1750 g), together with a professional photo shoot for our next edition of CoffeeBreak, to be published in October. You can spend the afternoon with our barista, picking up tips and tricks on making coffee specialities, and pose for the camera as you make your own recipe.

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Catching up with Reto Rippstein

What does ‘coffee’ mean for you?

It perks me up in the morning or rounds off an enjoyable meal, preferably black.

What has been your biggest project so far?

The GIGA: that really was a gigantic machine!

When would you say the day has been a success?

When I fall asleep healthy and satisfied in my bed in the evening.

What is the biggest challenge in your job?

Finding a consensus when the parties involved in a project have differing in­ terests.

What makes you really happy?

When a Swiss sportsperson achieves a major victory. Sport brings out ‘real’ emotions.

What frightens you?

Senseless violence, both at home and abroad.

What do you want for the future?

Good health for my family and me.

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A DAY IN THE LIFE OF RETO RIPPSTEIN

Reto on the move: for himself and JURA Reto Rippstein has worked as a Technical Project Manager for JURA in Niederbuchsiten for 20 years. Reto, who comes from Neuendorf, took the MY DAY camera with him to record a typical day in his life for Coffee Break.

6.15 am The alarm usually goes off early: at 6.15, it’s time to get up.

10.00 am At regular meetings with Eugster/Frismag – JURA’s production partner – he agrees on and discusses the status of new product development projects.

4.00 pm The laboratory puts every new model through its paces. Reto pops in to make sure everything is running to plan.

6.30 am For Reto, sport – whether running or cycling – is part of the working week. If his tough schedule leaves him no other option, then it may have to be early in the morning.

12.15 pm Reto and his family recharge their batteries briefly around the lunch table.

6.30 pm In the evening, Reto’s daughter is very grateful for his help when she does her homework.

7.30 am Drinking an espresso and sitting at his PC, his tasks then include checking his e-mails, making calls, drawing up product specifications and much more besides.

2.00 pm Together with Matthias Rilk and Sara Weigelt (Technical Author), he performs a step-by-step walk-through of the operating instructions for the new machines.

8.00 pm As Lieutenant-in-Chief, member of the Fire Brigade Committee and Head of Respiratory Protection, Reto is in charge of a range of fire brigade exercises.

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Winter camp an

all-round success From 13 to 19 January 2013, second- and third-year apprentices from the Thal-Gäu-Bipperamt Vocational Training Association and JURA Niederbuchsiten spent a memorable week on the slopes at Saas Grund in the Valais. Perfect skiing weather and excellent snow conditions ensured that the trip, now in its fourth year, was a great success for the 33 young participants.

As in previous years the trainees were up bright and early at 7.30 am for a hearty breakfast, which included fresh coffee from the two IMPRESSA Xs95 One Touch machines that had been brought along specially. The trainees then split into two groups of skiers and two of snowboarders and set off for the slopes. Each day they learned to refine their technique and style, with tuition from trained youth leaders and sports instructors.

Snowshoe hikes and sledging tours were arranged for the camp participants who had little or no previous skiing or snowboarding experience.

To relax tired muscles at the end of a tough day on the slopes, the group visited the Bielen leisure centre in Saas Fee, where there was a chance to meet up with many other skiers and snowboarders.

Packed lunches were taken on the slopes, but by dinnertime everyone had worked up a healthy appetite again. The trainees were full of praise for the efforts of the catering team, who treated the camp to a wide se­ lection of evening meals, and on the Thursday evening were delighted to be able to contribute to the dessert course themselves, using two JURA pretzel makers.

The trainees chose different ways to spend their extremely well-deserved free evenings, with some staying in to play various kinds of games or ping pong and others opting to join the après-ski set.

On Friday, everyone had a chance to show off their new skills at the obligatory final races, after which the 41-strong group was able to look back on a successful (and injury-free) winter camp. «

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The voice of the trainees Joëlle Meister, third-year commercial apprentice, skier I really enjoyed the ski camp in Saas-Grund, despite the fact that I was there for only two days. Getting away together with all the other ap­ prentices and going skiing, getting to know everyone a bit better – that was excellent and helped us bond as a group. We had fun the whole time and really enjoyed ourselves.

Nicole von Arb, second-year commercial apprentice, skier The slopes were beautiful, with a good mix, and the weather was perfect almost all the time, making it a great week’s skiing. But there were spa facilities to enjoy, and time to relax and be together, so the break was an ideal opportunity to leave work behind and make new friends. I think it’s fantastic that we get the chance to go to the winter sports camp. I’m already looking forward to next year!

Noah Moor, fourth-year trainee mediamatics technician, snowboarder The snowboarding was excellent fun, with beautiful if somewhat cold weather and perfect conditions on the slopes. There was a great atmosphere among all the trainees throughout the camp.

PEOPLE

Anniversaries 35 years

Annelies Hürzeler Product range

15 years

Simone Spiegel Gourmet coffee catering

25 years

20 years

Xuan Lan Le Service, coffee

Philipp Baur Development

15 years

Roman Kämpfer Service, Switzerland

Albert Kunz Trade Fairs and Events

Peter Waldmann Caretaker

Urs Scheidegger Spare parts

Michael Luginbühl Quality management

Stephen Mc Cabe After-sales service

Heidi Nussbaumer Service, logistics

10 years

Xavier Hadorn Marketing Services

10 years

Alfred Hänggi Service, coffee

Germany 15 years

Marco Leu Incoming goods

10 years

Sandra Staps Finance and accounts

Andrea Krinner Dep. Head of Internal Sales Service, JURA Gastro Norbert Seeger General Manager PREMESSA-Service GmbH

Manfred Schweizer Caretaker

Sandra Sinzig Service, logistics

­

Obituary Willy Kamber-Lustenberger 26 March 1928 – 13 December 2012 24 years of service Metal workshop supervisor

Hubert Klein Head of Customer Ser­ vice Center, JURA Gastro

Talking to Roman Kämpfer, vocational trainer for technical pro­fessions, Switzerland

As a vocational trainer for technical professions in Niederbuchsiten, you are jointly responsible for the success of the winter camp. What is the objective of this annual trip?

We believe it is important for the trainees to get to know each other better, talk to each other about their experiences and have

a chance to do things together. It promotes a sense of group identity, which ultimately benefits each and every individual during their training. Not to mention giving them an opportunity for a complete change of scenery and a chance to get away from the everyday working environment.

Are there any other group activities or­ gan­ized jointly with the Thal-Gäu-Bipper­ amt Vocational Training Association or in-house at JURA? Yes, there are. Our autumn camp for all first- and fourth- year train­ees is another

team-building exercise. At the beginning of October, everyone rolls their sleeves up for a week and helps out in the mountainous region around Rigi Kulm, doing jobs like tree-felling, building and painting.

Also, JURA itself arranges on-site visits for all our trainees, including the ones doing commercial apprenticeships, to our production partners Eugster Frismag at least once during their training. Then there are other trips, like the end-of-course outing to Europapark, and impromptu barbecue parties, which happen less regularly but are still very popular.

35

Test the Best ENA Micro 9 One Touch

Try out the Stiftung Warentest* winner free of charge and with no obligation to yourself.

Benefit now from our try-before-you-buy promotion at the JURAworld of Coffee, at the JURA store, or with any participating retailer.

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