Alibaba: Social Responsibility Report

2014-2015
Alibaba
Social Responsibility Report
2014-2015
Social Responsibility Report of Alibaba Group / Alibaba compass
2014-2015
Alibaba compass
Social Responsibility Model of Alibaba Dynamic compass
This compass is not a static one. Alibaba fulfills three responsibilities and creates three values: economic,
social and environmental ones, and the topics under the three values are attributed to stakeholders (as
indicated in the following table). The outer circle of the compass (in a triangle structure) covers various
topics of the three values, and the symbiotic circle and the sharing circle rotate with one another to match
the corresponding topics under such three values.
En Stakeholders Economic value Social value Environmental value

vir
Strategy on
m Product quality and service; Protection of basic rights
Customers Technological innovation; and interests; Green transactions
en
ta
Inclusive finance Customer satisfaction
lv
En
es
alu
vir
ac
Equal employment;
on
tpl
e
e
m
Protection of basic rights and
rke
Competitive salary;
rs
Em
Economic valu
en
Employees Green office
Ma
Plural welfare interests;

me
t
plo
Care for employees
sto
To make it
ye
easy to do
Cu
Protection of minority
es
business
anywhere shareholders’ rights and
Shareholders Creation of economic value Green investment
interests;
Ma
Information disclosure
Shareholders na
re
ltu
ge
Cu
Go Supply chain growth; Green supply chain;

ty
en
ve Responsible procurement;
rnm ie
oc Formulation of industrial standards; Green initiatives;
t
So
en S Marketplaces Training of industrial talents;

t Promotion of industrial technologies; Exchange of
c
Creation of industrial platform

ia
lv
al Promotion of industrial development environmental protection
ue
Platform of public welfare;
Promotion of county-level
Employee’s engagement
economic development; Public welfare in
Core of the compass--To make it easy to do business anywhere in public welfare;
▲
Society
Narrowing gaps between rural environmental protection
Practice of public welfare;
Our mission is to make it easy to do business anywhere, which is also the basis for us to establish our social and urban areas
Promotion of social employment
responsibility system rooted in the business model.
Full payment of taxes;
Legal compliance; Assistance to the
Framework of the compass--Culture, Strategy and Management
▲
Promotion of transformation and

Government E-government; government in
Culture, strategy and management are the robust pillars of our social responsibility system. We believe that, upgrading of the economy;
Judicial auction environmental protection
in order to better fulfill our social responsibility, we must integrate social responsibility with culture, strategy Fair competition
and management to safeguard the practice of social responsibility.

Awakening awareness of
Environment Green buildings
environmental protection
Inner circle of the compass--Symbiotic circle and sharing circle
▲
The symbiotic circle and the sharing circle are the two components of our social responsibility ecosystem,
and are classified as follows according to the nature of affiliation with Alibaba: the symbiotic circle include
customers, employees and shareholders; the sharing circle includes market, society, government and
environment. We believe that Alibaba and stakeholders are interacting each other with mutual influence,
and we need to obtain support from stakeholders and create values for them to achieve sound
development.
02－－03
Contents
Preface 07
Alibaba’s Main Awards (2014-2015) 08
Concept: To Make It Easy To Do Business Anywhere 10
Social Responsibility Originated from Our Mission 12
Social Responsibility Rooted in Our Culture 13
Social Responsibility Integrated with Our Strategies 14
Management: Social Responsibility Rooted in the Business Model 16
Organizational System 18
Identification of Substantial Topics 19
Communication with Stakeholders 20
Action: A business working style in a public welfare mind 22
I. Symbiotic Circle 24
. .
To make it easy to do business anywhere
Customer First 24
Happiness For Employees 34
Returns to Shareholders 38
II. Sharing Circle 40
Marketplaces 40
Government 44
Society 47
Environment 60
Appendix 64
Look Ahead 64
INDICATORS 64
GRI 4.0/CASS-CSR 3.0 INDEX 68
About Alibaba 68
About This Report 71
Feedback 72
04－
04－－05
Preface
Since the beginning in 1999, Alibaba was founded on such a belief: The origin of business
is to solve social problems, and only by committing ourselves to solving social problems
can we create a valuable and sustainable commercial model. To solve information
asymmetry that SMEs face in the real business world, we created Alibaba.com; to allow
direct access and communications between consumers and businesses and reduce
logistics cost, we created Taobao; to ensure integrity in business, we created Alipay; to
make data the infrastructure of the new economy, we keep on developing Aliyun; and to
lower the logistics cost of the whole society, we are devoted to building Cainiao Logistics
Network.
In living our mission of “making it easy to do business anywhere”, we are dedicated to

integrating technology and business. We have created an open, transparent and sharing
ecosystem serving millions of businesses and partners from the countryside of Taobao
Villages to the bustling streets in the big cities. In this way, we drove the growth of
consumption, accounting for eight percent of China's total retail sales, and transformed
economic growth model, and created more than ten million jobs both directly and
indirectly.
In fulfilling our social responsibilities, we are enthusiastic about public welfare and
advance it in a business manner. In Alibaba, we integrate altruism and public welfare in our
daily activity to ensure the long-term enhancement of values for customers, employees,
investors and other participants. Meanwhile, we encourage and support all players on our
platforms to engage in environmental protection, education and medical care by breaking
down barriers in technology and trust. Within the company, we are concerned about social
public welfare; encourage employees to commit themselves to public welfare, and use our
business advantages to help the vulnerable groups. We believe that the key to shouldering
social responsibilities is to awaken public awareness and raise the sense of social
responsibilities by employing advantages of the Internet, so that every user has the
opportunity to participate in public welfare.
Today, digital economy and the real economy are integrated as one, and both technology
and commerce are undergoing a rapid change. When the Internet is rapidly leaping from
the IT (Information Technology) age to the DT (Digital Technology) age, we are speeding
up our transformation from an e-commerce company to a platform that provides the future
infrastructure of commerce. We will insist on developing platforms, using data and Internet
technology to improve efficiency in various sectors so as to optimize and restructure value
chains. We believe that to enhance social efficiency in a business manner is the best way
for us to assume our social responsibilities as an organization.
To facilitate social development by solving social problems is the source of inspiration for
all of our products and innovations, which is also the value and meaning of Alibaba and the
driving force to move us forward.
--Daniel Yong ZHANG, CEO of Alibaba Group
06－－07
Alibaba’s Maid Awards
Name of award Rewarded by
2012-2014 Self-Disciplinary Contribution Award of

Internet Society of China
2014-2015 China’s Internet Industry
Daonong Center for Enterprise and Green

2014 China Top 100 Green Company
Companies Magazine
City Youth Department of Central Committee

2014 Youth Civilization Advanced Unit (Taobao University)
of China Communist Youth League
2014 Outstanding Contribution Enterprise

Internet Society of China
“20th Anniversary of China’s Full Function Access to Internet”
Zhejiang Provincial Administration

2014-2016 Civilization Market of Five-Star Standard
for Industry and Commerce
2014 Zhejiang Consumer Rights Protection Zhejiang Provincial Administration

Green Channel Enterprise for Industry and Commerce
2014 Outstanding Work Unit Under Zhejiang

Zhejiang Information Security Trade Association
Information Security Association
Zhejiang Provincial Economic and

2014 Zhejiang Top 10 Key Software Enterprises (Taoruan)
Information Commission
CNTV and Guiyang Municipal People’s

2015 Most Influential Enterprise Award
Government
The Office of Central Leading Group of

2015 Outstanding Demonstration Solution Award Internet Security and Information,
the SCOPSR, the MOE and the MOST
08－－09
Mission
To Make It Easy To Do Business Anywhere
Social Responsibility Report of Alibaba Group / Mission
2014-2015
Social Responsibility Rooted in Our Culture
Internet Culture
Our value-based actions reflect the spirit of Internet in our daily work: openness, transparency,
sharing and responsibility.
Mission Openness
We are devoted to creating an open, synergic, and win-win commercial ecosystem, which serves
To Make It Easy To Do Business Anywhere

hundreds of millions of customers with three retail platforms, 1688.com, Alibaba.com, Alimama, AliExpress,
Transparency Ant Financial, Cainiao Logistics and Cloud Computing platforms.
We leverage the advantages of the Internet in information communication and transparent information to
empower customers to compete and obtain all information in a fair manner.
Sharing
Social Responsibility Originated from Our Mission Sticking to the philosophy of sharing, we proactively establish sharing platforms and create the
best places for all the platform participants to bring into full play to their knowledge and
experience.
Our mission is to make it easy to do business anywhere. To achieve this mission, Alibaba fulfills its social Responsibility
responsibilities, strives to create social values, and commits to building an ecosystem of infrastructure of While proactively undertaking responsibilities, we are devoted to promoting all the participants
commerce and changing the old fashion of doing business for small enterprises and start-ups, offering on our platforms to be honest, actively undertake social responsibilities and be responsible for
themselves and others.
consumers more choices of products and services. We formulate transparent and fair rules to safeguard
the soundness and prosperity of the ecosystem and maintain the long-term diversity. Our Culture
The business vision originated from our mission is to create an open, synergic, and prosperous Our values are fundamental to the way we operate and how we recruit, evaluate and compensate our
commercial ecosystem and empower our customers to meet, work and live at Alibaba. Alibaba has people, which will secure our consistent corporate culture and cohesion.
established the social responsibilities rooted in our business model, which, by creating values for
stakeholders, promotes the development and progress of the society and realizes the goal of lasting at
least 102 years.
Meet @ Alibaba:
We enable millions of commercial and social interactions among our users, between consumers Customer Fisrt Teamwork Embrace Change
and merchants, and among businesses every day. The interests of our community We believe teamwork enables In this fast-changing world,
Work @ Alibaba: of buyers and sellers must be ordinary people to achieve we must be flexible, innovative
We empower our customers with the fundamental infrastructure for commerce and data our first priority. extraordinary things. and ready to adapt to new business
technology, so that they can build businesses and create value that can be shared among our conditions in order to survive.
ecosystem participants.
Live @ Alibaba:
We strive to expand our products and services to become central to the everyday lives of our
customers.
102 years:
Integrity Passion Commitment
For a company that was founded in 1999, lasting at least 102 years means we will have spanned
three centuries, an achievement that few companies can claim. Our culture, business models and We expect our people to We expect our people to Employees who demonstrate
systems are built to last, so that we can achieve sustainability in the long run. uphold the highest standards approach everything with fire perseverance and excellence are richly
of honesty and to deliver in their belly and never give up rewarded. Nothing should be taken lightly
on their commitments. on doing what they believe is right. as we encourage our people to
“work happily, and live seriously.”
12－－13
Social Responsibility Report of Alibaba Group / Mission
2014-2015
Our culture is vital to all of our stakeholders. In our ecosystem of commerce，all the participants including such a new platform is necessary for our growth and business strategies, which may also bring great values for
consumers, merchants, suppliers and others enjoy the opportunities to grow and benefit; and we rural development: empowering rural population to enjoy urban life, enabling talents to return to the countryside
advocate entrepreneurship, spur innovation and consistently care for and meet the demands of to start up business, facilitating farmers in purchasing means of production directly from manufacturers at a
customers, hence realizing business success and rapid growth. lowered price, and enabling farmers to sell their products around the world without leaving their homes.
Furthermore, the talents who return to the countryside may bring back not only knowledge and technology but
also urban culture and lifestyle and change rural spirit and style accordingly.
Social Responsibility Integrated with Our Strategies
We firmly believe in establishing a social responsibility strategy rooted in our business and integrate it with
Big Data
our business development strategy to fulfill social responsibilities. Only by turning the philosophy of social
Alibaba believes that in the next decade, Internet will evolve from the IT (Information Technology) age to
responsibilities into our business gene can we maintain innovation and vitality and realize perseverance
the DT (Digital Technology) age, when data will become a core resource and computing will become a
and sustainability.
core competitive strength. So enterprises need to study how to run data-driven business and change data
into business. Our big data strategy will become a robust support to the future commercial ecosystem.
In 2014, Alibaba Group established three strategies, which are globalization, rural e-commerce and big
Our big data analysis not only gathers all the resources in Alibaba Group, but also creates business
data, all of which bear the gene of social responsibilities.
values through resource sharing and data exchanges. It also safeguards the secure and sound operation
of Alibaba ecosystem of commerce, and promotes the development of e-commerce, logistics system,
Globalization financial services and the entire ecosystem of commerce, providing more customers with homogeneous
and convenient services.
Our global strategy is still devoted to helping small businesses conduct commerce more effectively,
which, by providing a series of facilities including payment system and logistics system, empowers them Alibaba’s strategy- “to build Alibaba into a real data company”- has been an internal consensus, and the
to develop business in any corner of the world more flexibly and conveniently, hence facilitating the core of that is that all business shall be based on data and all data shall become business.
realization of our global strategic vision of “Global Buy, Global Sell”.
Alibaba globalizes the domestic e-commerce infrastructure, such as providing payment solutions,
logistics center and transparent and open trading platforms around the globe, helping small businesses
around the world sell their products globally, and helping consumers around the world buy products
globally. In the next decade, Alibaba strives to serve two billion consumers around the globe to buy
products worldwide online, and delivery will be made within 72 hours around the globe and within 24
hours in China.
In 2014, China witnessed a cross-border GMV of RMB 4.2 trillion, accounting for 14.9% of total foreign
trade volume of China. On November 11, 2014, our cross-border shopping platforms Tmall Global and
AliExpress for the first time participated in the Singles’ Day online shopping festival, which is on its way to
becoming a global one for consumers around the globe.
Rural E-commerce
The digital divide between China’s urban and rural e-commerce is huge, and the rural online shopping is 24.1%
lower compared with urban areas, and the electronic payment in rural areas is 22.2% lower than that in urban
areas. Targeting at the potential rural marketplaces, Alibaba plans to invest RMB10 billion to cover 100,000
administrative villages of 1,000 selected counties around the country to pilot a new e-commerce platform
combining online and offline shopping. The business of the new platform covers commissioned shopping
services, online sales supporting system, O2O rural supply e-commerce and rural finance. Alibaba believes that
14－－15
Management
Social Responsibility Rooted in the Business Model
Social Responsibility Report of Alibaba Group / Management
2014-2015
Identification of Substantial Topics
Based on the analysis of our own characteristics and external environment of social responsibilities,
we have summarized the core topics of our social responsibilities, and sequenced them through
internal discussion and external interviews; we have established the following 2D matrix as an
important guidance to fulfill our social responsibilities.
Management
Social Responsibility Rooted in the Business Model
High
Security platform
Communication with stakeholders
Customer service
Integrity platform
Importance to stakeholders
Customers’ rights and interests
Environmental protection
Ecosystem building
Organizational System Public welfare
Health and safety
Protection of shareholders’ rights
To achieve the objectives of our social responsibilities, we have established a systematic social
Service to government Industrial development
responsibility working mechanism, which will be holistically managed by Corporate Social Responsibility
Basic rights and Sustainable development management
Department of Alibaba to promote the social responsibility engagement. Supply chain interests of employees
management
Professional Corporate governance
Service enhancement, experience development for development
Customer Experience
merchants, consumers, SMEs and customers, cloud
Business Group
computing infrastructure service
HR Department Labor and employment, compensation and welfare,

corporate culture, education and training, employees’ health
and career development, and performance assessment
Investor Relationship Importance to Alibaba High
Department Information disclosure, shareholder communication
and rights protection
Government Affair
Communication with governments, and response to
Department
and influenced by policies and regulations
Integrity and Compliance
Anti-corruption, integrity and compliance,
Public Welfare Department efficiency supervision
Department
Administrative Department Safety guarantee, occupational health, energy saving,
emission reduction and emergency response
Procurement Department
Process management and norm control
Safety Department Account security, information protection and anti-fraud

management mechanism
Property Department Green building standard control and

green office services
Public Welfare Fund Public welfare fund
18－－19
Social Responsibility Report of Alibaba Group / Management
2014-2015
Communication with Stakeholders Since 2007, we have kept issuing social responsibility report, disclosing our social responsibility
philosophy, practice and performance. In addition, we have set up a special social responsibility web page
Alibaba adopts various means to understand and proactively respond to the expectations of stakeholders to serve as a platform for external communications as well as with stakeholders.
so as to meet their demands.
Stakeholders Stakeholders’ Expectations Responses from Alibaba
Customer service system construction;

A complete platform service system;
Platform supports and resource sharing;
Operation ability enhancement;
Customers Providing e-commerce training;
Fair and secure trading environment;
Establishing Alibaba security system;
Convenient shopping platform
Building user experience teams
Observing related laws and regulations;

Protecting basic rights and interests; Round-table conference, Aliway, OPENDAY,
Democratic management; OPEN mailbox and other communication platforms;
Employees
Excellent office environment; Upgrading office environment; In 2011 Alibaba Social
From 2012 to 2013 In 2010 Alibaba Social In 2009 Alibaba Social
Excellent working atmosphere Promoting the communication and integration of Responsibility
Alibaba Social Responsibility Responsibility
corporate culture in Alibaba Report
Responsibility Report Report Report
Shareholders’ meeting;
Understanding the status quo of
Periodical reports and corporate announcements;
Shareholders corporate operations;
Strengthening risk supervision, prevention and
Protecting basic rights and interests
response
Supplier conference; Bidding conference;

Fair competition; Performance review; Integrity covenants;
Capacity enhancement; Sponsoring or participating in industrial workshops;
A mature commercial ecosystem; Participating in theoretic research and research on
Marketplaces Leading e-commerce development; the trend of industrial development;
Promoting the establishment of In 2008 Alibaba Social In 2007 Alibaba Social In 2009 Taobao
Recruiting more professional
integrity Internet regulation system; Responsibility Responsibility Responsibility Report
e-commerce talents
Online and offline courses of Taobao University Report Report
Strictly observing laws and regulations;

Legal compliance;
Promoting rural e-commerce development; (For more information, please visit: http://csr.alibaba.com/?spm=a260r.2164150.0.0.LtDeHr)
Pushing economic development and
Jointly exploring innovative administrative mode with
Government transformation;
governments of various levels;
Promoting social employment;
Cooperating in projects with Chinese characteristics;
Jointly establishing e-government
Proactively responding to government policies
Providing platforms for business start-up;

Promoting employment; Empowering the disabled people;
Society Promoting community development; Facilitating the development of charity organizations;
Poverty and disaster relief Providing public welfare platforms;
Participating in public welfare activities
Reducing environmental pollution; Green office;

Protection biodiversity; Assessment of environmental impact on
Environment
Reduction energy consumption; project development; Using new energy;
Actions to improve environment Public welfare for environment protection
20－－21
ACTION
A business working style in a public welfare mind
Social Responsibility Report of Alibaba Group / Action
2014-2015
Eight Customers Ringing the Bell at Alibaba’s

IPO in the NYSE
【From left to right】
◎Huang Biji (Cloud customer service)
◎Wang Xiaobang (E-commerce farmer merchant)
◎He Ningning (Taobao Model)
◎Lao Lishi (Tabao merchant)
ACTION
◎Qiao Li (Veteran Taobao consumer)
◎Wang Shujuan
(E-commerce merchant of overseas returnee)
◎Dou Liguo (Deliveryman)
A business working style in a public welfare mind ◎Peter Verbrugge（American farmer）
Providing Convenient Services for the Ecosystem
At Alibaba, we integrate the public welfare culture with the work of our employees and our business 【Serving SMEs and entrepreneurs】
model, and we create values for stakeholders in pursuit of the harmonious development with them while Alibaba is devoted to helping small enterprises and entrepreneurs conduct business in the
creating economic values. We focus on social and public welfare projects. We not only capitalize on our most effective way. We provide SMEs with complete information service platforms, direct
business advantages to help vulnerable groups in the society and improving the environment but also more traffic to them, provide payment systems and logistics systems and continue improving
strive to initiate public welfare projects in a business model, so as to enhance the efficiency of our actions the products suitable for them, hence empowering them to do business anywhere around the
to create greater social values by fully using available resources. world more flexibly and conveniently.
▉ Complete Information Service Platforms

Symbiotic Circle
● Alibaba.com
Alibaba regards customers, employees and shareholders as symbiotic stakeholders and pursues It serves millions of small enterprises around the globe, covering more than 40 categories of products
co-existence and growth with them. We believe in “Customer First” and only by creating enduring values in over 190 countries. With space and technology provided to enterprises, they can issue or advertise
for customers can we create values for shareholders. In the age of the new economy, our employees play business information in text descriptions, pictures or photographs on the corresponding channels of
the most important role in satisfying our customers, and creating values for our customers would be a homepages, topics, albums, windows and posters on Alibaba.com anytime and anywhere.
hollow phrase weren’t for our diligent, happy, passionate, devoted and highly talented employees. Without
a satisfying workforce, there will not be satisfied customers; and consequently, no satisfied shareholders. ●1688
1688.com is the leading online domestic e-commerce marketplace in China, boasting more than 120
million registered users, and 10 million enterprises run corporate shops on it, covering 49 first-tier
industries including garments, furniture and industrial products and so on as well as 1709 second-tier
Customer First industries. Currently, it has reached cooperation agreements with global top 100 industrial belts,
aiming at empowering the enterprises in such belts to develop e-commerce and serving more
From the beginning till today, Alibaba survives the journey not because we have an ambitious strategy or purchasers and wholesalers more effectively.
perfect execution ability but because we stay loyal to our mission and our value of “Customer First”. As
determined by our mission, we may not become a business empire but an operator and service provider ● Big Taobao (Taobao, Tmall and Juhuasuan)
of an ecosystem, in which we want to create values for our customers, and therefore we can only become Big Taobao aims to provide entrepreneurs and innovators in the retail industry with start-up and
successful by enabling them to be successful. At Alibaba, customers include not only the broad range of employment opportunities of online commerce and online services, it also provides resources of
SMEs and entrepreneurs, but also hundreds of millions of consumers. We provide a fair competition trading, payment, settlement, logistics, technology, credit and Internet regulation services for
environment and technology for their communication and interactions as well as their business activities. individual business and innovation, hence promoting the high-efficiency and cost-effective synergy of
By constantly innovating products and enhancing the experience, we help them grow, protect their rights enterprises. Over 70,000 international and local brands have opened flagship shops on Tmall.
and interests, and build a sound ecosystem of commerce jointly with them.
24－－25
2014-2015
Alibaba provides not only business services and zero-threshold start-up platform for SMEs, but also
● AliExpress provides an unprecedented credit platform for the SME to accumulate credit assets through a brand-new
Small business sellers are gathered on AliExpress to provide a wide variety of consumer products at open and effective credit assessment system. The secure and flexible online payment provides a
a favorable price. Currently, AliExpress serves millions of registered buyers from more than 220 safeguard for the smooth trading of small enterprises. And the information technologies such as cloud
countries and regions, covering more than 44 main categories of products, whose aim is to provide computing and big data sustain small enterprises to better use cost effective cloud computing and big
global consumers with featured products. data services.
▉ Information Flow Services

Case Study
Based on sufficient investigation and research on the needs of enterprises, Alibaba categorizes the
registration information of enterprises into uniquely arranged columns on the websites, enabling
Empower SMEs to embrace cloud computing
business users to obtain effective information and services. The main columns are as follows: In 2014, Aliyun witnessed the sixth price reduction, and the accumulated price reduction of
Elastic Compute Service (ECS) products had reached 61%, with an aim to attract more
● Business Opportunities SMEs and developers to speed up to embrace cloud computing. Cloud computing
Business opportunities of more than 700 categories of products from 27 industries are available for empowers every developer to stand on the same starting line with big companies with the
inquiry, usually with approximately 500,000 pieces of information on supply and demand. same ability, and ignite innovations they want.
In June 2014, the No. of customers served by Aliyun soared to 1.4 million. On the 2014 11.
● Product Demonstration 11, Alibaba sustained a daily GMV of RMB57.1 billion with cloud computing, 96% of which
A product repository with rich descriptions and pictures of Alibaba members is demonstrated was operated by Aliyun cloud computing without any fault or leakage. With its order
according to the categories of products. creation capacity reaching 80,000 orders per second, the peak payment capacity of Alipay
exceeded 2.85 million transactions per minute, setting a world record high.
● Company Database
More than 40,000 companies are included in the database, and users can search and find trading
partners for detailed information of the companies. A Shopkeeper: As long as I have a mobile phone I can manage my shop anytime
Before, living in Yushu I felt isolated from the outside world. A physical shop can only reach
● Industrial Information Voice local customers. But a Taobao shop is open to customers around the world. As long as I
With the latest dynamic information issued according to categories and industries, members may also have a mobile phone I can manage my shop anytime.
subscribe to the latest information by category and receive them by email. --From Alibaba’s IPO roadshow video
● Price Information
Alibaba provides the latest prices quoted by enterprises by industry and information of dynamic 【Serving A Broad Range of Consumers】
market prices. Alibaba serves over 350 million users around the world, providing them with over one billion choices of
customized products, and it creates a secure and reliable online shopping environment, continuously
▉ Site Localization optimizes consumers’ service experience through service innovation, product innovation and business
expansion.
Alibaba has localized websites in different languages for different countries to integrate the markets of
Taobao Quick Refund
different countries organically. These websites are interconnected with each other in integrated
contents, hence providing an integral international trading platform. Alibaba has established and ▉ Taobao Quick Refund Regular refund process Quick refund process
operated the following three interconnected websites: 1 Application for refund 1 Application for refund
After the application by the buyer and agreement 2 Seller’s agreement 2 Seller’s agreement
from the seller on returning goods and refund, the to refund to refund
● www.alibaba.com in English language for merchants around the world
buyer fills the order number to return goods, 3 Buyer’s filling of the 3 Buyer’s filling of the
● www.1688.com in simplified Chinese for Chinese Mainland order number to return order number to return
● kr.alibaba.com in Korean language for Korean speaking users Taobao.com will effect advance payment to the products products
4 Logistics delivery
buyer on behalf of the seller, and the refund will of products 4 Instantaneous
refund to account
In addition, Alibaba will launch its websites respectively in Japanese language (japan.alibaba.com), reach the buyer’s account within one second. 5 Seller receiving of (prepaid by Taobao)
the delivery and
and European languages and a South American website for local markets. confirmation to refund
6 Refund to account
26－－27
2014-2015
▉ APASS Drives the Consumers on the Website with Data to Enhance User Experience Providing Supports for Ecosystem Growth
APASS (Alibaba Passport) customer service provides senior users with more dedicated and exclusive Alibaba strives to provide all the ecosystem participants with diversified services and technology support so as to
membership services, empowering them to enjoy excellent shopping services anytime, anywhere. enhance their abilities, develop business more effectively, and jointly promote the growth of the ecosystem of
commerce.
APASS focuses on providing premium services for high-end customers and building a data system
covering all users. The data and products accumulated by APASS can help Taobao and Tmall members ▉ Providing Entrepreneurs With Practical Training
operate and construct the T/V membership system. While continuously accumulating in integrity, genuine
products and services, we built models of consumer classification, merchant integrity, authentic products Alibaba consecutively established Alibaba Business College, Taobao University, Aliexpress University,
and service abilities, and we also carry out experiments in APASS user scenarios and promote the Lakeside University, Cheng Gong Ying and other diversified training services tailored for entrpreneurs.
digitalized business operation of Taobao system with our models.
▉ Innovating Financial Services for Small and Micro Enterprises
▉ Alibaba Global Buying Serves Global Consumers
● E-commerce data solves the financial information asymmetry of small and micro enterprises
● Cainiao Logistics Based on accumulated e-commerce data, we are able to assess the development trends and growth of
With Cainiao Logistics, Alibaba develops strategic cooperation with postal services of a number small and micro enterprises, and grant them comprehensive credit lines while taking into account of their
of countries consecutively. Through our postal partners, Cainiao Logistics is able to deliver to future sales revenue. By providing individual credit loans to their owners, we have effectively solved the
more than 220 countries and regions. financing difficulties for small and micro enterprises.
● G.taobao.com ● The technological innovations in credit loans have reduced the credit loan service cost of small
The upgraded global.taobao.com covers more than a hundred countries, ten thousand featured and micro enterprises
buyers around the world and boasts 30 million online merchandise, where consumers can buy Through Internet, we provide small and micro enterprises with credit loan service on a 24-hour and
any overseas merchandise they want. 365-day basis, and they may withdraw and use loans within credit lines. Internet credit loan service makes
loans more convenient and cost-effective: the actual interest rate is only 6%-7%, lower than the financing
● Tmall Global and Juhuasuan cost from banks. Innovative financial service enables small and micro loan companies to engender
Eleven country pavilions of the US, England, France, Spain and Switzerland are concentrated business profits; helping cover both their operation costs and their credit risk costs.
on Tmall Global, where consumers may flexibly enjoy “one-day global shopping”. Juhuasuan
has announced to start cooperation with the embassies of 20 countries, where the directly ● The establishment of the concept in alignment with credit loan risk management of SMEs
imported goods of more countries are expected to be launched for the first time. The credit business risk of small and micro enterprises is a slightly higher than that of large and
medium-sized enterprises, and such risk is deemed as a cost in our business operation, where the “Law
In addition, global.taobao.com and Cainiao Logistics have jointly established a cross-border of Large Numbers” is introduced from the insurance business to effectively dilute and reduce the risk cost.
network, and together with Juhuasuan launched the import channels, consumers may We have established a quick write-off procedure for the bad loans incurred from normal credit loan.
conveniently achieve the goal of global shopping. Meanwhile, the due diligence and the principle of liability exemption have been adopted to exempt lending
and approval crew from responsibilities so as to motivate them to engage in credit loan business with
small and micro enterprises.
A Student: Taobao is a lifestyle By 2014, Alibaba’s micro loan business had provided lending service to over 900,000 small and micro
enterprises, with accumulated loans exceeding over RMB230 billion and averaging RMB33,000 per loan;
Now I live in Shanghai, a sophomore art student. Taobao has been around as long as I can
Voice remember. I spend lots of afternoons shopping for clothes on Taobao. There is no need to
the NPL rate was around 1.6%, indicating a good development trend.
go to the malls. Alibaba is a lifestyle. Taobao is a part of everyone’s daily life like eating or
▉ Cloud Computing and Big Data Platforms Support the Innovations of SMEs
getting dressed. I can’t imagine life without Alibaba.
--From Alibaba’s IPO roadshow video
With the help of technological innovation, Aliyun constantly improves its computing capability and economy
of scale. By turning cloud computing into public service in the real sense, it strives to create a public and
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2014-2015
open cloud computing service platform. Meanwhile, through Aliyun, we enable people to conveniently ▉ Cracking Down on “Credit Hypes”
obtain cloud computing products and services on the Internet based on their needs.
A large number of emerging mobile and Internet companies have emerged on Aliyun. For instance, Some merchants effected credit hypes using illegitimate means such as false trading to increase their
“Synchronous Disk” has acquired the enterprise-level online storage service via Aliyun; “Changba” reputation and rating, seriously damaging the fair e-commerce environment and customers’ right to know.
supports over 10 million users on the Aliyun platform; and with Aliyun, Teamcola has migrated its service Alibaba has seriously cracked down on such behaviors, sorted out the commodities and merchants
from Japan back to China. causing damages to consumers’ rights and interests, released the traffic occupied by them to reward
sellers who have provided quality commodities and services. Alibaba is listing such false behaviors as
▉ Smart Logistics Serves Small Logistics Enterprises credit hypes in the online credit system of related merchants and individuals, where any online dishonest
behaviors are recorded, and consequently affecting their online and offline credit status.
Cainiao Logistics provides quality infrastructure services for e-commerce enterprises, logistics
enterprises, fulfillment enterprises; third-party logistics service providers, supply chain service providers In 2015, the Security Department of Alibaba Group established the Special Forces for Combatting Hypes.
and other start-up and innovation enterprises. It also supports the logistics industry in developing and Taobao.com will introduce a series of punishment measures from decrease of commodity rankings to
upgrading itself toward high value-adding sectors, and enhances the Chinese social logistics services, decrease of shop rankings and still to shutting down shops.
hence creating the future infrastructure of commerce. It is expected that in the next 10 years, “Cainia
Logistics” will have built a smart logistics network supporting average daily online sales of RMB30 billion, ▉ 2015 Records of Alibaba on Fighting Credit Hypes
delivering goods within 24 hours to any place throughout China.
In April, Cainiao ordered 11 express delivery enterprises to go offline;
▉ Establishing the SME Credit System
In May, the first 23 Tmall merchants that were verified to have participated in Logistics Scalping were shut
Taobao Credit Rating System not only plays a very important role in successfully safeguarding the down; and the 47 Taobao merchants that were verified to have participated in Simulated Scalping were
interests of e-commerce buyers in China and urging the honest trading by sellers, but also plays a vital shut down as the most severe punishment.
role in incentivizing sellers, stimulating consumption, supporting small enterprises, cracking down on
malicious sellers, and helping consumers identify the comparison data of the industry during the ▉ Public Review System
e-commerce development in China.
Some of the many rules on the management of Taobao commodities, and some of them are outdated or
unreasonable, and our customer service may not cover all of them. For the purpose of timely updating and
management, we have established a public review system to mobilize our members for optimization.
Providing Safeguard for Ecosystem Integrity
Initially through verification and examination of the rules on commodity management, we have currently
taken steps to develop such business as complaints about commodity punishment, complaints on fakes,
Alibaba strives to promote the sound development of commercial ecosystem and create a fair and honest trading
judgment of trading disputes, and selection of Taobao models.
environment for all its customers. In 2014, business units of Alibaba Group adopted various measures to improve
the reliability and accuracy of information, increase the success rate on online trading, and create a healthy trading
environment.
Fiscal Year 2014 Fiscal Year 2015
▉ Upgraded Merchant Complaint Service System Number of persons

413,927 411,472
Public review participating in judgment
In 2014, Taobao.com upgraded the merchant complaint service system without discrimination so as to Number of valid cases judged 515,091 838,456
improve the rightfulness and fairness of penalty and safeguard the merchants’ right to know. After
upgrading, the technical measures of the complaint service system are more scenario-based, structured,
data-based and automatic; complaints can be handled efficiently and misjudgment can be reduced, hence
safeguarding the practical rights and interests of merchants, helping the platform optimize the effects of
enforcement, and enhancing the management and control of marketplaces.
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2014-2015
Providing Safeguard for Ecosystem Security
Alibaba Group strives to maintain a healthy and secure e-commerce environment, protects ▉ Joint Online and Offline Fight Against Fakes
intellectual property rights, and severely punishes sales of counterfeit and sham goods so that
customers can buy at ease. We have formulated rules on our platforms, supervised their Through joint actions with the National Crackdown on IPR Infringements and Counterfeits Office, MPS,
implementation and adopted measures such as voluntary commitment by sellers, service SAIC, NCAC, AQSIQ, SIPO and other related agencies, Alibaba Group has consecutively maintained
supervision, records of trading information, and process guarantee to ensure that consumers’ high pressure on the online sales of fake products, extended the protection of consumers’ rights to offline
interests will not to be damaged. by use of big data, and dug out the production source of fake goods.
▉ Alibaba Safety Department

Integrated Online and Offline Efforts to Fight Fake Goods
Big data Intellectual property
The Security Department of Alibaba Group
risk control
has established a management mechanism Assist judicial authorities in investigating and handling cases:
such as full security of account, information support the government with online investigation
protection and anti-fraud measures, and built
the robust real-time risk prevention capacity
in roles Account security

by utilizing big data. The Security Police from around Taobao.com assists Taobao.com checks
Department not only fully deals with various Six ma the country issue request Hangzhou Cybercop the police in solving cases and verifies relevant
letters for assistance in Division notifies as requested to provide cases and gives
complex business scenarios under Alibaba, of Alibaba Safety investigation to Taobao.com of support such evidences as member corresponding punishments
but also closely cooperates with various Hangzhou Cybercop and cooperation information according to according to case clues
case clues from the from the police
functional government departments to Division
police
empower business partners to manage
Privacy risk
security risks and provides hundreds of Trading security
protection
millions of users with dedicated security Providing case clues to assist offline fight against fakes
safeguards in areas from online shopping,
logistics information, equipment security to Information security Taobao.com assigns
cloud computing. Taobao.com Taobao.com proactively dedicated personnel to
continuously sorts out reports materials to cooperate with competent
Seven weapons: super powerful security product chain of Alibaba Security Department information about competent functional
government authorities
authorities to collect
members with large evidence and follow up
The world-class risk control system based on big data analyzes and processes hundreds sales volume and sever provides member offline capture, seizure
Big-data risk control-- information
of petabyte data, implements security monitoring on each transaction at each second, and offence and crack-downs
security brain of Alibaba
provides real-time assistance to users for avoiding any possible risk in shopping.
Qiandun provides users with leading big data risk analysis service and the world’s first
Qiandun/Ju’anquan--
full-process online shopping security; Ju’anquan is a platform that is open to developers,
Mobile security
Case Study
which focuses on application security and serves all the mobile business of Alibaba.
Yundun-- Yundun provides customers with a full set of security services including DDoS safeguard,
Creating cloud security host intrusion prevention, web security safeguard and security examination.
Taobao big data assisted the police in seizing a fake sale case
Security Intelligence The Intelligence Center boasts the millisecond risk monitoring and control capability and
involving RMB20 million
Center multi-dimensional risk prevention strategies.
Alipay Security Lab has developed three frontier ID verification techniques: Smile to pay, In December 2014, Taobao joined hands with public security agencies from Shanghai,
Security Lab
fingerprint pay and voice wave pay. Fujian, Zhejiang and Hunan in seizing a case of fake sports shoes using big data, which
involved a total amount of over RMB21.5 million. The police agencies from various places
Alibaba 110--Online
Alibaba 110 may activate functions such as online case report and quick tip-offs. placed five cases on file, solved five cases, hunt down 8 criminal suspects (8 suspects
case report platform
detained for criminal offence), broke down a criminal gang, destroyed 7 retreats where
PMOS realizes secure booting through hardware security enhancement and prevents fake goods were sold and stored, and confiscated more than 300 pairs of various fake
YunOS-PMOS police
forced updating of systems. The kernel-based active real-time defense technology “Nike” sports shoes, and shut down 2 production lines.
mobile--Creating
effectively prevents the decryption of operating systems, and effectively prevents leakage
confidential security
or theft of data by measures as such data encryption and mandatory access control.
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Happiness for Employees
Employees are both the everlasting cornerstone for Alibaba Group and the important safeguard for its
Indicator
healthy operation and development. It is our responsibility to safeguard the basic rights and interests of 40,828 47,352 81,906
Participation
employees, improve their development system, smooth their career development path, create a good times of
working atmosphere and care about their life. training
(person) 2012 2013 2014
Basic Rights and Interests--Basis of Happiness In addition, Alibaba has established various awards and held various contests to encourage
employees with outstanding performance. We motivate employees to improve their technical
Alibaba strictly observes laws and regulations such as the Labor As of the end of 2014, levels, cultivate their awareness for innovation, and promote their development with perfect
Law of the PRC. We sign labor contracts with our employees the Company boasted incentive mechanisms.
according to the law, pay social insurance in strict accordance 27,257 regular employees.
with the relevant provisions, protect employees’ personal
Work Happily and Live Seriously
privacy, and continuously improve labor and employment
management.
At Alibaba, we advocate “Work Happily and Live Seriously”, and provide our employees with a
harmonious office environment and leisure space, creating a free and open working
Equal employment
environment and a warm teamwork atmosphere.
・Equality between men and woman and among
Compensation and benefits
ethnic groups
・Competitive compensation
and benefits in the industry
・Protecting the legitimate rights and interests of Case Study
women employees in accordance with laws and
・Equal pay for equal work
regulations Alibaba Ten Societies enrich spare lives
・100% coverage of social insurance
・Strictly enforcing national labor laws and
Alibaba Ten Societies are hobby groups organized and managed by employees, which enrich the their
regulations with 100% signing of labor contracts
spare lives with activities, and demonstrate and promote Alibaba’s Fun culture.
・Creating recruitment platform for graduates and
normalizing recruitment activities
Occupational health At present, there are already 40 societies, mainly including Photography Society, Calligraphy Society,
・93% coverage of health examination Martial Art Society, Taichi Society, Chinese Zither Society, Music Society, Film Society, Singles’
Work and rest Society, Reading Society, English Society, Pet Society, Travel Society, and Football Society.
and health archives
・Employees enjoy 5-15 days of paid leave
・Strengthening employees’ occupational
based on the number of their working years
health training
・Strictly implementing the provisions on leave
・Establishing green medical treatment
during female employees’ pregnancy and
channels for major diseases
lactation
Diversified Training--Facilitating Development Photography Society--

Alibaba in My Eyes Calligraphy Society--Writing Spring
Festival Couplets to Deliver Wishes
Alibaba has established a complete training system including new employees orientation
training, professional training and management training. The regular training course system
covers corporate culture, values, personal management, centennial responsibility, professional
and technical training and team management. Furthermore, the Group also adopts an online
learning platform to provide employees with online courses, and supports personalized
functions such as online exams and establishment of learning archives, hence realizing the
common growth of employees and Alibaba. Dancing Society--Dancing to
Celebrate the Fifth Anniversary
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2014-2015
Case Study Case Study

AliDay
Full-dimensional harmonious environment
Alibaba determines May 10 as AliDay. On each AliDay, we celebrate the Alibaba spirit, and extend
The first-phase project of Alibaba Xixi Campus consists of six single-unit buildings and two parking thanks to our families and friends who make Alibaba a place full of love, courage and strength.
buildings with a total area of approximately 290,000 square meters, including a main office area,
Alibaba people clearly understand that, without the mutual support of our team mates, and of our
canteens, a gym, an auditorium and an audio-video hall and other daily work and relaxation
families and friends who share weal or woe with us, we would not have been able to survive SARS in
infrastructure, which provide our employees with a harmonious life and leisure environment to enrich
2003 or weather through the past sixteen years and arrive where we are today.
their spare time.
Over the years, we have become much calmer as we grow.
When the going gets tough, we face the challenges fearlessly and calmly;
When the going gets tough, we do not complain but rather let go of our concerns;
The more difficulties there are, the more we want to overcome them. When we face a death trial, we
stick together with a common belief, and we create and embrace an even brighter future together!
Just as our Chairman Jack Ma said, the Alibaba spirit of decisiveness, solidarity, commitment, and
mutual support and care demonstrated by Aliren during our combat SARS are long lasting.
On this special day, we come to our company together with our parents, with our spouses and
Bakery selling various
Western-style pastries Super large gym children, and with our relatives and friends to have a look at the place where we work every day, and
talk about our dreams for which we have shed our sweat, spent our youth and fought relentlessly.
The 9th Group Wedding in

2014(Han-style apparel)
Flower shop with daily

Cozy bookstore supply of fresh flowers
Meeting with senior management
On this day, we will hold a group

wedding for new couples of Alibaba,
and 102 new couples will join the
grand event; the senior management
of the Group will meet with all of us;
and carnivals, family photos and other
fun activities will be organized on the
campus for the Xiao’ers and their
family members to enjoy the happy
Family photo
moments.
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2014-2015
Care for Employees--No Worries Ensuing to bear the full responsibility for strengthening the internal control system relating to corporate financial
reporting and compliance, and helps the management improve the existing business process to achieve
Alibaba focuses on humanistic care for its employees, and many systems have been higher operational efficiency and yield better results. With the establishment of a good control
established to render care and love to our employees and their families. environment, effective risk assessment system, diversified control activities, smooth communication
mechanism and corresponding supervision mechanism, employees have full knowledge and ensure strict
▉ Health-Employee Assistance Program observance, hence assuring entire integrity.
The Company insures the Health--Employee Assistance Program (H-EAP) for its employees, providing
employees with health assistance services including consulting hot lines, training and workshops, Internal Fight Against Corruption
electronic periodicals, intranet columns and care messages, as well as hospitalization and medical
operation arrangement for major diseases. For the purpose of avoiding any adverse effect from the malpractices of the employees within the Group,
the Group has established the Integrity and Compliance Department. The Integrity and Compliance
▉ Dandelion Program Department is dedicated to investigating the corruption cases in Alibaba Group, and will punish the
The beneficiaries cover the employees and their spouses and children with a focus on relieving Xiao’ers and merchants involved in corruption found through investigation according to the disciplinary
sickness. The participation is voluntary - an employee pays RMB80 and the Company subsidizes systems of employees and members’ regulation. The integrity investigations focus on business risks,
RMB160 to establish a mutual-help fund, by which a participating employee trapped in difficulties can management loopholes and mechanism deficiencies. At the same time, the Integrity and Compliance
receive a maximum aid of RMB200,000. Department proactively undertakes the functions of analyzing the causes of corruption and promoting the
improvement of mechanisms, hence capitalizing on its advantages in big data to gradually help data
▉ Rainbow Program systems increase the intelligent allocation of platform resources; While adapting to the marketization, the
The program aims at helping those Alibaba employees who still face financial difficulties after receiving Group introduces market price bidding to allocate resources. Through adjustment of mechanism and
the existing safeguards and assistance from the society and Alibaba (including uniform social improvement of businesses, platform merchants are encouraged to operate honestly, hence providing fair
insurance, supplementary commercial insurance and Dandelion Program) in case of unfortunate and transparent business environment for business start-ups and development of millions of small and
events such as natural disasters, emergencies or major diseases. medium merchants.
▉ Ihome Housing Program In 2014, the Integrity and Compliance Department accumulatively completed investigating 104 cases,
Alibaba has invested RMB3 billion in helping some employees to alleviate their financial pressure when dismissed 108 violating employees, gave corresponding opinions on risk control improvement in relation
making down payment for buying their first house by providing RMB200,000 to RMB300,000 to issues of authority management, division of responsibility, work records and inspections found in the
interest-free loan for each employee. In this way, these employees can live and work in peace and investigation, and promoted the risk improvement plan jointly with the risk control department.
contentment. Alibaba has also cooperated with many real estate companies in promoting favorable
activities of house purchasing.
Case Study
Returns to Shareholders
All-around link with public welfare
Alibaba pays attention to protecting shareholders’ rights and interests and offers shareholders In principle, the employees of Alibaba do not accept gifts from customers. As business practices, if
sustainable commercial returns. Furthermore, we have improved our internal control system and direct refusal or return of gifts is not practical and may cause the other party/both parties to be in an
strengthened internal fight against corruption to prevent shareholders’ rights and interests from awkward situation, the employees may accept the gifts on behalf the Group provided that the
infringement. We have built platforms for communication with shareholders and adopted various ways to accepted gifts should be reported and submitted to the Administration Department of the Group.
communicate with shareholders and established an investor-friendly relationship.
The Integrity and Compliance Department donates part of fresh gifts to the beneficiaries of public
welfare jointly with the Administration Department, and sells part of the physical gifts through the
Solid Internal Control System
online shop (www.buy42.com) run by the diabled or on an internal charity bazaar within the Group,
and all the proceeds will be used for charity purposes. We wish to turn the goodwill expressed by
With its internal control system, Alibaba ensures its compliance with applicable laws and regulations to
business partners to Alibaba into the energy to help vulnerable groups in the society, hence enabling
achieve sustainable and sound development. Being responsible for formulation and enforcement of the
those vulnerable people to receive more care, love and warmth.
corporate internal control system, the management of Alibaba authorizes its internal control department
38－－39
2014-2015
Investor Relationship Management Responsible Supply Chain
We strive to build a positive investor relationship in the following ways: For the purpose of ensuring the rationality, accuracy and timeliness of various procurement processes
● Maintain two-way communications with shareholders, including one-on-one and group meetings, and the validity of authorization and approval, the Group has issued the Procurement Guidelines of
investor meeting reports, regular phone calls and emails; Alibaba Group in the intranet of the Group, requesting all the employees to fully understand and observe
● Establish information disclosure mechanism and procedure, and observe the information disclosure the procurement rules.
requirements under the US securities laws and regulations;

With numerous suppliers, Alibaba adopts the basic procurement principle of justice, openness and
● Continuously update the information and news relating to shareholders on the investor relationship
fairness. All the procurement businesses shall observe the principle of “separation of incompatible
website;
responsibilities”. For procurement of large sums, the Group implements the bidding process, attracting
● Provide a set of full financial and operation information, including annual reports and quarterly reports,
suppliers to compete in a fair manner, and experts from various departments of the Group will conduct
with PDF version available for investors;
comprehensive reviews on the participating suppliers to choose the best.
● Issue quarterly financial reports, Form 6-K quarterly reports and Form 20-F annual reports in electronic
version that are accessible from the English website site of our investor relationship; (For details please For the aim of ensuring a fair and just procurement process and preventing any potential interest
log on: http://alibabagroup.com/en/ir/secfilings) tunneling, the Group adds an “Integrity Clause” in all the procurement contracts signed with suppliers,
● Convene institutional investor and analyst meetings; which covenants that no illicit benefits should be provided to the employees of the Group or its affiliates.
● Demonstrate our culture and values through the business activities of the Group, such as the 11.11 The Group requires that regular suppliers or those involving large supply amount shall enter into a
Shopping Festival, to improve the mutual understanding between investors and Alibaba; “Integrity Covenant Letter”, which specifies in detail that both parties shall observe business practices and
● Provide investors with channels to participate in corporate governance through the annual standards, including commitment not to engage in any deceiving or fraudulent behaviors or provide the
shareholders’ meetings and written communications; employees of Alibaba with any form of illicit benefits directly or indirectly.
● Observe all the legal requirements of Cayman Islands (with jurisdiction over the Company), which
provide for protection of investors; (For details please log on: Promoting Industrial Development
http://www.sec.gov/Archives/edgar/data/1577552/000119312514333674/d709111dex32.htm).
As a leader of e-commerce in China, Alibaba promotes the industrial development in its own way and by
Sharing Circle
use of its advantages. Meanwhile, Alibaba encourages to re-establish Taobao chambers of commerce
and societies throughout China, re-establishes commercial alliance systems within various categories,
and encourages sellers to improve connections with Taobao through such societies and chambers so as
Our business advantages and economic foundation accumulated through years of growth provide us with to achieve autonomy.
the ability and resources to value more stakeholders. Alibaba is making full use of its own advantages to
share development and progress with the market, government, society and environment. We promote the ▉ AliResearch
development and economic transformation of our partners by use of our business advantages, promote
Relying on Alibaba’s Internet business ecosystem and sticking to the Internet spirit of openness and
information-based administration of the government by use of our technological advantages, and facilitate
sharing, AliResearch is open to researchers and think tanks and strives to become the think tank platform
public welfare and environment protection with our platform and resource advantages.
in the new economy and new governance areas through sharing of data, technologies, case studies and
concepts.
2014
● Online Retail Growthpoint Report
Marketplaces
● Transformation and Upgrading of
Traditional Industries Driven by E-commerce

2015
As a market player, Alibaba proactively promotes a good market environment and contributes to the
● Alibaba White Paper on E-commerce of Agricultural ● Information Economy: Core Power of China’s
economic development. We adopt the responsible procurement principle to ensure fair and just
Products (2013) Economic Growth and Transformation--Report on
procurement, we conduct industrial research and training to promote industrial development, and we
● 2013 China Report on County-Level E-commerce the Prospects of Information Economy (No.3)
promote the development and transformation of traditional economy by use of our industrial advantages.
Development Index ● Research Report on China’s New Farmers (2014)
● 2013 China Report on Urban E-commerce ● Report on the Prospects of Information
Development Index Economy No.4--Emerging and Expansion:
● Research Report on Rural Taobao in China (2014) 20 Years of E-commerce
40－－41
2014-2015
▉ Taobao University--An E-commerce School under Alibaba

Case Study
By integrating the advantageous resources inside and outside the Group and in the field of
e-commerce, Taobao University creates a full dimensional diversified online and offline e-commerce Tgc.1688.com--linking producers and sellers
learning platform. Besides covering a complete full-line training system of e-commerce business,
Tgc.1688.com is a tailored processing platform that links producers and sellers online. In essence, it
Taobao University also has launched many feature projects, promoting the development of e-commerce
migrates the production lines, production capacities and schedules of garments factories to the
industry and the overall construction of the e-commerce ecosystem in China.
Internet, which, on one hand, solves the seller’s problem of finding proper factories, placing trial
orders, reordering or developing new styles, and on the other hand, it commercializes the capacity of
As of March 2015, Taobao University has gathered the social resources and forces of 1,500 lecturers,
offline factories that are opened up to broad e-commerce sellers through the platform of tgc.1688.com,
100 agencies and 300 colleges and schools to provide nearly 5 million students with training on
hence helping factories receive orders and realizing their e-commercialization.
professional e-commerce knowledge. The Online Video-on-Demand Courses of Taobao University
boast more than 4,000 excellent e-commerce courses, basically covering all the aspects for a seller
from shop opening to operation, promotion and art designing. ★ A small batch of trial orders Quality factory★
Trial orders of minimum 50 pieces and additional Tgc.1688.com gathers 12,000 factories with
orders for “hot-selling styles” based on the trial OEM experiences of international and
Promoting Economic Transformation and Upgrading sales, realizing zero stock and trial orders free of domestic brands
concerns Four features

【Boosting Domestic Demands】 of
★ Quick reorder tgc.1688.com Quality guarantee★
E-commerce has significantly reduced the trading cost of shopping, hence enhancing people’s will of and Flexible production schedules and timely Compensation for delayed delivery, and
demand for consumption. With the increasing number of netizens and the increase of online shopping response of fabrics stocking realize worry-free of late deliveries that affect sales,
percentage, e-commerce is playing an increasingly important role in boosting domestic demand, and supplementary orders within 3 days and solving and material guarantee service ensures quality
becoming a great engine in driving residents’ consumption. As of December 2014, China boasted 649 worries about short of supply
million netizens and 361 million online shopping users, and the percentage of online shopping reached
55.7%.
【Leading the Development of E-commerce Service Industry】
In 2014, China boasted online retail GMV of RMB2.79 trillion, accounting for 10.6% of total retail GMV of
E-commerce service industry involves other various industries such as finance, talents, third-party
consumer goods of the whole society, among which the GMV of Alibaba platforms reached RMB2.44
logistics, information service, and education and training. According to iResearch statistics data, the GMV
trillion, accounting for 87% of total online retail GMV of the country.
of e-commerce market of China in 2014 reached RMB12.3 trillion, an increase by 21.3%, and O2O local
life service grew by 42.8%. It is expected that e-commerce will maintain a stable and fast growth in the
【Promoting Transformation of Traditional Manufacturing Industry】
years to come, and will reach RMB24.2 trillion in 2018. Undoubtedly, modern service industry will keep
growing with the development of e-commerce, and its percentage will witness constant increase in the
Internet and big data technology enable the market demand information to be quickly reached to brand
entire service industry.
merchants and producers, consequently a new consumer-driven business model (C2B) is born, which
requires the manufacturing system to be highly flexible and customized. E-commerce promotes the online
The IPO of Alibaba has brought the e-commerce economy of China to the frontier of social opinions,
connection among enterprises and the online transaction of the manufacturing industry, enabling
attracting attention from home and abroad, and such attention may bring support to the entire e-commerce
enterprises to respond quickly to the market and transition to the C2B model.
community. With the public listing of Alibaba, traditional enterprises and ordinary people pay more
attention to e-commerce and the e-commerce-based transformation of domestic traditional industries will
The platforms of Alibaba have become an important bridge between enterprises and consumers. More
accelerate, which will benefit the O2O progress and drive the development of more e-commerce
importantly, by combining the huge data of the platform and the big data technology of Alibaba, consumer
enterprises.
demands may be predicted more accurately, enabling enterprises to have a more precise market
positioning.
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2014-2015
Government
Case Study
Alibaba observes legal requirements, and established the Code of Business Conduct focusing on
integrity and compliance. Meanwhile, based on its own advantages, Alibaba provides the government Zhejiang “Government Supermarket” backed up by Aliyun
with big data services of the Internet to facilitate the informationalization of the government affairs and the
Zhejiang Provincial People’s Government is the first provincial government website that has phased
building of E-government.
out its own data center and migrated its service to Aliyun.
Serving the Government With the support of the robust computing capacity of Aliyun Cloud Computing, Zhejiang Government
Service Network (www.zjzwfw.gov.cn) has integrated more than 40 province-level departments, and
【Government Cloud】 11 city-level and 90 county-level (town and district) government service resources, realizing direct
data links with provinces, cities and counties, and changing the “walk by feet” to “flow by data” in
With the advent of the big data era, not only will enterprises face the test of data security and administrative examination and approval procedure.
data peak traffic, the government will face similar or even more severe issues.
More than 3,300 departments of different administrative levels of Zhejiang Province and over 60,000
examination and approval items have been included in Zhejiang Government Service Network,
Based on the deep understanding of government informationalization, Alibaba constructs an
which provides netizens with online services. Netizens can “deal with the government” like going
open, sharing, flexible, highly efficient, secure and reliable government cloud infrastructure
shopping on Taobao, and all the 60,000 examination and approval items at the province, city and
framework. Through close cooperation with integrators and ISVs of the government industry,
county-level may be handled online, and bills can be paid via Alipay.
Alibaba is capable of rendering full government cloud services, and able to provide government
departments with sharing infrastructure resources, open data support platforms, rich smart The website has also integrated e-map services, gathering the information of nearly 5,000 offices
government applications, 3D security safeguards, guaranteeing highly efficient operation and and service venues and providing convenient services throughout the province.
maintenance service.
Message from Customers: “By eliminating its own data center and adopting cloud computing
As the only domestic enterprise that successfully ceased relying on IBM, Oracle and EMC architecture, Zhejiang Provincial People’s Government has cast a trust vote to cloud computing and
(de-IOE), Alibaba starts to transfer externally its “de-IOE” ability and increasingly engages itself Aliyun, which will generate a huge demonstration effect throughout the country.”
in the trial programs of cloud computing introduced by the government by utilizing its
Zhejiang Province E-Government Service Network--www.zjzwfw.gov.cn
home-grown “Apsara Distributed Cloud Computing” platform and by adopting the cloud
architecture. With respect to government cloud, China Meteorological Administration, Zhejiang
Provincial People’s Government and Guizhou Provincial People’s Government have begun to
adopt Aliyun cloud computing services. Aliyun has reached strategic agreements on cloud
computing with many provinces including Hainan, Guangxi, Ningxia, Henan and Hebei.
44－－45
2014-2015
【Economic Cloud Map】 Business Conduct of Alibaba Group. It strives to observe the highest standards of business
practices and rules.
On March 2, 2015, Alibaba announced its launch of Alibaba Economic Cloud Map, the first big
data product open to the governments in China. The government at various levels may consult The Group has established its internal integrity culture and constantly promotes it. It requires
on their own about local e-commerce economic data of multiple-dimensions, and provide all its employees certify the Code of Business Conduct of Alibaba Group every year, and
support to Internet economic analysis and decision-making. requires that each employee shall embody the value of integrity in business transactions with
outside partners, and The Group does not tolerate any unethical or illegal behaviors. Business
Alibaba Economic Cloud Map will phase in to launch such functions as local economic partners may obtain from the Integrity and Compliance Department of Alibaba the guidelines on
overview, panorama of analysis, data monitoring and knowledge services, with data covering business compliance of Alibaba Group at any time, or report any suspicious cases of unethical
34 provincial-level administrative areas, and over 300 cities and 2,000 county-level or illegal behaviors conducted by the employees of Alibaba Group. We will be cautious and
administrative units, which may be detailed to the district or county level, and data can be prudent in handling all the queries and petitions, and try our best to keep their confidentiality
traced back to the year of 2013. within the framework of laws and regulations, and all the investigations will be made on the
basis of law and compliance. Alibaba Group strictly prohibits a retaliation or punishment against
On Alibaba Economic Cloud Map, government officials may clearly see at a glance such anyone who has in good faith provided information and assistance in the investigation of
information as the e-commerce GMV, regional distribution of buyers and sellers and the suspected unethical or illegal behaviors.
outbound and inbound volume of parcels, with data curves visually reflecting development
trends. With the help of the data analysis function of the economic cloud map, Meanwhile, we pass on the integrity culture to the enterprises that have business relationship
cross-comparisons may be realized over multiple dimensions such as regional distribution, with. All the member rules of the websites under Alibaba Group have specified integrity
industrial distribution, commodity categories, seller groups and buyer groups. The map also requirements for their merchants, and in case of any acts of merchants seeking unfair benefits,
depicts the full description of the structural features of the local e-commerce, explores the Alibaba will close the door of cooperation with them forever.
advantageous industries, hot-selling commodities, potential enterprises and main consumption
forces within a region, and compares the data with those of neighboring regions, and
advantages and shortcomings can be found for any region. The map alerts key industries to the Society
GMV limit and predicts any possible economic fluctuation before it occurs. With the help of the
economic cloud map, a separate analysis can be made on such featured businesses as local “To make it easy to do business anywhere” is not a business mission but a mission to improve the society.
rural e-commerce and cross-border trade. Relying on the e-commerce platform, Alibaba has penetrated its influence to multiple levels of the society.
The continuous development of e-commerce has continuously propelled the transformation and
【Judicial Auction】 upgrading of the Chinese economy; the establishment of county economic ecosystem has promoted the
new-type urbanization of the broad rural area; and the constant extension of industry chains has
The judicial auction platform established by Taobao under Alibaba provides support to the established employment platforms for various groups. Being consistent with the corporate mission of
judicial auction by the government. The Taobao judicial auction model is of important Alibaba, we use our own platforms to help more charity and public welfare organizations to exist and
significance to link the case management system with the trading platform, and enhancing the develop, trying our best to provide support to public welfare.
enforcement efficiency. Meanwhile, the auction model is conducive to eliminating inside
collusion, reducing judicial corruption, and decreasing the auction cost, hence in maximum
satisfying the needs of wining the case of the party involved. Promoting Economic Development
In November 2014, 98 courts in Guizhou Province were included on Taobao judicial auction 【Internet+County-Level Economy】
platform and Guizhou Province was the sixth province that went on it. Up to now, totally 777
courts from 23 provinces, municipalities and autonomous regions have entered Taobao judicial Small counties are connected to large markets via the Internet, and more and more county
auction platform. specialty products are sold around China and even overseas. Meanwhile, county consumers
are presented with access to a wealth of affordable goods via the Internet, and online shopping
Integrity and Compliance has become a new choice for more and more consumers, especially those from counties and
the rural areas. The constant development of county-level e-commerce is promoting new
Alibaba Group conducts business with stakeholders such as customers, business partners and urbanization of the broad countryside.
shareholders in accordance with the requirements of laws and regulations and the Code of
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2014-2015
Utilizing marketization, Taobao villages guide some farmers to join the e-commerce network,
Case Study and to develop feature industries through the large Internet-linked markets, hence contributing
to the prosperous trading of commodities, facilitating local employment, and driving the
development of diversified service industries. Such employment mode makes “leaving the
Vizdan Shop--Support shopkeepers in ethnic areas
farming land without leaving one’s hometown” a reality and increases the income and wealth of
farmers, presenting “localized employment” with a higher happiness index.
In 2011 after the young Uygur man Amu met four young volunteers who were aiding the development
of Xinjiang in Kashgar, a city in southern Xinjiang, they organized local farmers to set up the Vizdan
By the end of 2014, the Alibaba retail platform boasted 750,000 sellers of agricultural products,
(which means “conscience” in the Uygur language)farmers professional cooperative. By taking
an YOY increase by 98%. And, along with the employment effect generated by Taobao shops,
advantage of e-commerce, they sold local agricultural products to the rest of the country. Vizdan has
the number of new farmers on the Alibaba retail platform exceeded 1 million.
now established a sales system consisting of a B2C Tmall shop and a C2C Taobao shop. In addition
to its own distribution business, the B2C shop provides logistics and storage service to the C2C shop,
which also serves the function of “direct sales + image demonstration”.
Case Study
Through the cooperative, Vizdan offers agricultural technical training to farmers and signs supply
contracts with them, whose income has increased after they join Vizdan. Today, Vizdan has more than The progress of e-commerce development in Lin’an City, Zhejiang
30 purchasing points across Xinjiang, covering over 2,000 farmers. Currently, about 60 and 40
percent of Vizdan’s sales of agricultural products are from its B2C shop and Taobao shop respectively. The e-commerce of Lin’an City has witnessed three stages: budding, development and expansion,
and has developed its own e-commerce model focusing on regional brand agricultural products and
covering the tertiary industry, forming an e-commerce ecosystem that integrates the governments,
【Narrowing Urban-Rural Gap】 societies, service providers and other various operators.
In 2014, Taobao villages, the most typical pattern of rural e-commerce, witnessed a leapfrog In 2014, the online sales of agricultural products throughout Lin’an City exceeded RMB1.8 billion,
development, bringing about new changes to the countryside. generating an extra income of RMB200 million for farmers. The GMV of e-commerce reached
RMB7 billion in the industrial sector, accounting for 10.6% of that of above-scale
2014 industries of the city, and the annual GMV of cross-border e-commerce was
approximately USD100 million. At present, Qingliangfeng Town has
Growth trend of Taobao villages by size become a nationwide Taobao town, and Bainiu Village, Xindu
Villge, Yupin Village and Maxiao Village have
become nationwide Taobao villages.
2013 211 Taobao villages

19 Taobao towns ● Transformation of individual ● Full intervention by the
√Distributed in 10 online shops to enterprise government
provinces ● Trial of e-commercialization of ● Introduction of professional
2009 √70,000 or more traditional enterprises service providers
online shops ● Sudden rise of Internet brands ● Booming development of
20 Taobao villages
√Over 80,000 people ● Emergence of individual ● Incubation Park initiated by various e-commerce operators
√Distributed in 7 provinces
directly employed online shops the government ● Formation of e-commerce
√15,000 online shops
● Learning from neighbors ● Successive formation of associations ecosystem
√60,000 people directly employed
3 Taobao villages 2005-2008 2009-2012 2013 up to now
√Liucun Village, Qingyan Town, Yiwu City
√Dongfeng Village, Shanji Town, Suining County Budding stage-- Development stage-- Expansion stage--
√Donggaozhuang Village, Qinghe County Production- Sales-driven production Booming production
driven sales and marketing
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2014-2015
【Promoting Economic Transformation】
Through cooperation with industrial belts and local e-commerce associations, Alibaba helps to
Case Study
nurture new Internet brands in every place and in every category, and supports their
Baichuan Plan, paving the way for entrepreneurs
Internet-based transformation.
Alibaba launched its “Baichuan” business plan on 14 October, 2014 to build a commercial ecosystem
Case Study
featuring “Cloud + Apps” in the mobile age. For ordinary people desiring to start their own business,
this plan will make App development easier as they do not need to consider all the aspects. In other
words, with the Baichuan platform, entrepreneurs do not even need to know too much about
Quality in China technology, all they need are just good ideas and plans.
At 10:00 am on April 21, 2015, sports shoes of nearly

Technically, this plan mainly uses the “cloud” platform to provide such services as architecture setup,
100 styles from 17 self-owned brands in Putian
data storage and security, helping developers reduce costs of development and maintenance. It also
made a debut on the Juhuasuan platform, titled
offers services in areas like business liquidation, investment service and office venue. The massive
“Quality Shoes Made in Putian, China”. In this
data accumulated by Alibaba will then help APP developers better understand their targeted users so
promotion, the retail platforms on Alibaba together
as to provide more accurate personalized services. Apps that join in this plan can use the “cloud”
with sellers would be liable for advance
platform infrastructure provided by Alibaba, log in with their Taobao accounts under direct
compensation to buyers, were they not satisfied with
authorization, and gain access to Alibaba’s commodity, trade, payment, and O2O open systems, and
the quality of products. Apart from this, Alibaba will
help upgrade e-commercailizaton of Apps.
cooperate with more representative industrial belts, “endorse” good brands and sellers with local
governments and industrial associations, and utilize the “Internet plus” to drive the transformation
and upgrading of OEM businesses.
Case Study
“MYOTee”--An innovative company in Aliyun.com
Creating Employment Opportunities
An App named “MYOTee” boasted more than 30 million downloads in June 2014, with an increase
The e-commerce platforms, logistics and rural development strategies of Alibaba play a unique
of 3 million downloads every day, and its developers were all born in 1990s. The company, based in
role in creating employment opportunities. By the end of 2014, our retail marketplaces created
a rented apartment in Bao’an District, Shenzhen, has only 9 employees and its monthly IT expenses
10 million direct job opportunities and 3.47 million indirect job opportunities, including about 1.5
are merely RMB73.
million deliverymen and 1.97 million third-party service providers in areas like Taobao models,
TP, shopping guides, decoration, art designing, customer service, software development and
The company has benefited from the low-cost service provided by Aliyun. It spends RMB73 renting
training.
a cloud server from Aliyun.com every month, and this negligible cost supports all visits to its official
website. Liang Jianfeng, one of its founders, explained, “At the very beginning, low cost and
【Platform-based support to provide the stage for entrepreneurship】
convenience to use and maintain are our primary considerations for buying a cloud server.” Cloud
computing features elastic upgrading and smooth scalability, and the method of payment based on
By virtue of e-commerce platforms, we have begun enabling those who desire to start their own
actual usage significantly reduces investment risks and enables developers to save more resources
business with technology and service support, providing a stage for grass-root entrepreneurs
to develop their market share and user base.
who lack funds and infrastructure to realize their dreams.
【Empowerment to realize the value of life】
The ongoing progress of e-commerce has become an important platform to enable the disabled to start
their business, get a job, and fulfill their value of life. On this platform, the disabled have the same
opportunities and rights as normal people and can give full play to their abilities and realize their value of
life.
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2014-2015
▊ In 2011, Alibaba Information Accessibility Volunteer Group was established, and
Case Study subsequently it completed accessibility transformation for the products of Taobao. com,
qianniu app, xiami music and m.taobao.com. In the 12. 12 Event of 2014, Tabao was able to
Cui Wanzhi --- A disabled entrepreneur on provide readable images for all the event pages of the entire web. At the beginning of 2015,
Cui Wanzhi Alibaba’s platform web accessibility officially entered the official testing process of customer terminals of
Data m.taobao.com, which was the first among similar products in China.
r- accessibility
Cui Wanzhi, born in March 1976 in Feidong, Anhui, has difficulty walking eu
r en lic program for the
p b ▊ Taobao University offers sign language courses to deaf designers and
and speaking due to cerebral hypoxia resulting from nuchal cord at birth. tre pu disabled
En hip lfare l
s e cooperates with merchants to provide field training opportunities to them
He started his entrepreneurial journey at Taobao in 2005. Two years later, we ann
ch for giving play of their talent and help them get jobs.
he created three garment brands --- “Die Lian”, “Er Pu Shu” and “Yi Xin Magic Bean Deaf
Jia Yuan”. In 2008, he registered his own company Die Lian and migrated loving care designers
▊ The Internet Security Department outsourced assessment services to
project
to the Taobao Mall (currently Tmall). His company ranked among Top 30 the disabled so as to provide them more employment opportunities while
Disabled
Alibaba Global Netrepreneurs in 2010, and Top 10 Alibaba Global Cloud custo- image
ensuring our sound operation.
mer service assessors
Netrepreneurs in September 2012.
▊ The customer service team offers the disabled an opportunity to work at home
“Since 2005, I had engaged in e-commerce with Alibaba, and now I mainly make cheongsam. From
and creates a mutual help community to provide field training to enable more
Taobao to Tmall, my online shop now has more than 100 employees, while at the beginning I had only
disabled people to start their own business online.
a dozen of employees. Our annual turnover reaches RMB50 million, 70% of which is from Alibaba’s
platforms. I am truly grateful to the Alibaba platform, which has helped me find a right way to start my
own business. The e-commerce platforms like Taobao and Tmall give equal job opportunities and Devotion to Public Welfare
entrepreneurial opportunities to the disabled and normal people. Internet has experienced rapid
changes and Alibaba is also under transformation. I don’t know what the future will be, but I think we For 16 years since its inception, Alibaba has adhered to the spirit of “Internet + Public welfare” and
should embrace and catch up with changes, and accumulate experience during the changes. I also encouraged more people to participate in public welfare undertakings while fulfilling its social
believe that Alibaba will continue to stick to its concept of Customer First, focusing on every group and responsibilities. Since 2010, Alibaba has committed 0.3% of its revenue as charity fund. In 2014, Alibaba
carry out its mission.” Foundation donated 89.42 million for disaster relief, environmental protection, capacity building of
--Cui Wanzhi assisted people, and industrial development in 2014.
【 Management of Public Welfare】
A disabled painter: Taobao gives me hope for life ▉ Alibaba Foundation
When I first saw Taobao, I knew little about the Internet. My customers from the shop
Alibaba Public Welfare Foundation was set up on December 22, 2011 with the initial fund of RMB50
taught me how to copy and paste and what all the keys were fro. I figured it out this way.
Voice About one month after posting my paintings online, I sold my first one. Taobao gives me
million. Its purpose is to raise people’s awareness in public welfare, develop public welfare undertakings,
and promote the sustainable development between human and society, human and nature. It focuses on
hope. Without it, how would I sell my work in this little town? Who would know about me?
supporting water environment protection, publicity of environmental protection and development of
--Ding Hongyu, from Alibaba’s IPO roadshow video
non-profit environmental protection organizations. The Foundation approved a donation of
RMB37,570,414 to 20 programs relating water environment protection and environmental protection
campaign in 2014.
According to the data as of June 2015, a total of 3 million disabled people were members of Taobao. Their ▉ Employee Charity Committee
consumption in Taobao reached RMB13 billion in 2014 as online shopping helped them to avoid
inconvenience of going out. Meanwhile, more than 300,000 disabled people became Taobao merchants For more professional charity practices and more efficient use of charity funds, Alibaba set up the
with a view to improving their lives through their online start-up business, and their sales totaled RMB10.5 Employee Charity Committee--“Charity Partners”--to decide where such funds shall be spent. From 2012
billion in 2014. to 2014, the Committee reviewed and approved 61 programs under the Foundation with a total donation
of RMB65,763,900.70.
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2014-2015
Case Study
Crowd funding: “i-dB Project”--a charity
concert of Zhou Bichang
A charity concert of Singer Zhou Bichang, a “i-dB Project”

volunteer, to show care for hearing-impaired children was
held on January 24, 2015.
This concert was jointly launched by dozens of broadcasters

and hosts to fund deaf children in poverty to have cochlear implant surgery and rehabilitation training,
helping them restore hearing at the best time of treatment. After consulting with Alibaba, they decided
to hold a concert of Zhou Bichang by crowd funding. In only one and a half month, from December 9,
2014 when the preparation for the concert was started to the final official opening, 6392 people gave
their support by donating RMB1,329,200, which hit a record of charity crowd funding at Taobao.
【Platform-based Public Welfare】
▉ The Public Service Advertisement (PSA) Alliance--PSAs by sellers in their shops

Based on its business model and expertise, Alibaba builds a credible public welfare platform that includes
everyone and provides tools and opportunities to users for communication and interaction about public
Since the launch at the end of March 2013, PSAs have been displayed for 708 million PVs. At the shops
welfare. In 2014, 213 million users of our platforms made over 1.11billion donations through Alibaba’s
on Taobao and Tmall, over 300,000 sellers placed PSAs at the same time.
charity platform, with a total amount of RMB280 million, while the amount per donation was only RMB0.25.
▉ Cloud-based public welfare platform--Cloud computing serves public welfare organizations

▉ Charity shops--Online shops set up by charity organizations
In September 2014, Aliyun.com launched a cloud-based public welfare platform to help public welfare
As of 2014, there were 421 charity shops, and the fund that was raised has exceeded RMB50 million
institutions migrate to cloud servers. By using cloud computing and big data technology, it supports the
annually from just over 1.1 million orders. Among them, 69 shops transacted/raised fund over
public welfare sector in China in an innovative way. Its support to public welfare organizations includes
RMB100,000. With the “NGO online charity training program” and in the form of exchange groups with
migration of websites to cloud servers, mobile-based public welfare, big data processing and information
them, Alibaba helps more NGOs improve their ability to manage their shops and their communication with
sharing. In this way, it facilitates the application of the Internet technology by public welfare organizations
the public in commercial ways.
and improves the efficiency of public welfare services. A number of leading institutions in many industries,
including One Foundation, China Foundation for Poverty Alleviation and the Blue Map, have all become
▉ Charity products--products used for the charity donation program
its users.
The year of 2014 witnessed 11 billion donations of charity products, four times the number in 2013, and
Access to or share of data and Migration of public welfare websites
the annual donation amount exceeded RMB72 million, nearly three times the amount of 2013. In
information through the API interface, to the cloud computing platform to
particular, driven by the “Singles Day” Shopping Festival in November, the number of donations soared to
a record high, reaching over 180 million in a single month. As shown by the real-time data on January 4,
e.g. sharing donation information Migration of make visits faster and more smooth
through the cloud computing platform.Information websites to with lower maintenance costs
2015, the number of sellers who desired to participate in the charity product program was on the rise; the
Sharing the cloud
number of sellers who participated in the program was well over 1.1 million and the products labeled as
charity products were about 80 million. Big data Mobile
Storage and analysis of big data, such processing public Support to the operation of public
welfare
▉ Charity crowd funding--raising funds for charity projects as collection of national air data and service APPs to enable them to handle
surface vegetation data for analysis, a large number of visits and involve
Taobao initiated 46 charity crowd funding activities in 2014, raising funds exceeding RMB6 million, and etc. everyone in public welfare services
more than 300,000 people participated in such activities.
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2014-2015
▉ “Positive Energy Everyday”--A platform aimed at spreading “positive energy” 【Employees’ Practice of Public Welfare Services】
The “Positive Energy Everyday” encourages the public to discover, recommend, comment on and spread Alibaba encourages its employees to participate in public welfare services. In Alibaba’s orientation
the stories of good people and them doing good deeds, involving everyone in spreading “positive energy”; training, there is a session called “100-year responsibility” aimed to convey the concept of gratitude and
more importantly, it gives the decision-making power to the public. awe and introduce the practice of social responsibility in Alibaba. In the class, the lecturer will introduce
the social responsibility and the practice of public welfare in Alibaba to every new employee and teach
As of April 2015, the platform carried out 89 regular award grants and more than 200 special award grants them how to become a responsible citizen. The Alibaba-style course integrates the concept of social
to over 1,000 people, with bonuses over RMB12 mil. Now, the platform ranks No.1 of its kind on Sina responsibility with the practice of public welfare, which enables everyone to develop a habit of filfilling such
Weibo (Micro Blog) in terms of influence, with 420,000 followers. services.
Spreading Creating Building

concepts opportunities mechanism
【Awaken 【Participate 【Form a habit】
conscious- in activities】
ness】
Zhu Mincai and Sun Lina worked as ▅ Website of Let’s act for charity ▅ Regular activities of the ▅ Three hours a year
volunteer teachers in Guizhou for 9 years ▅ Official account of Let’s Act For Happy Group by everyone
Public Welfare ▅ 1 Charity Month of Alibaba
st
▅ Aliway charity forum ▅ Program of Let’s Do It Together

Liu Yansheng, a deliveryman, who assumed
the liability for stolen packages himself
▉ Disaster relief--platform-based assistance to the stricken areas Alibaba people are more willing to do good deeds
To aid the stricken areas hit by Typhoon Rammasun, Taobao’s PC and mobile terminals launched a
From employees to the public, we expect to raise the awareness
crowd-funding platform overnight on July 21, 2014. A full-page crowd-funding announcement was placed
of charity through Internet and our business platforms
on the homepage of Taobao and m.taobao.com, and together with Cainiao Logistics Network, Taobao
Hainan Pavilion, Tianya Community, Xinhua News Agency and Shenzhen Mall, a charity crowd-funding
Alibaba has built a sound platform and motivation mechanism for its employees to participate in public
was initiated to help people in the stricken areas of Hainan, which was the first Internet-based charity
welfare in various ways, as well as a unique public welfare start-up platform to help its employees realize
crowd funding in China. In less than 12 hours, over 20,000 netizens participated in the funding. 30,000
their social values.
bottles of mineral water, 13,000 bowls of instant noodles and 5,000 packets of biscuits were sold.
“From FY2015 on, I wish everyone in Alibaba could spend three hours doing public service
every year to support public welfare with concrete actions. Doing public service means living
an serious life. We hope that what our employees receive from Alibaba is not only
improvement of their salary and their capacity, but also the heart of gratitude and the
willingness to engage in public service.”
--Jack Ma
56－－57
2014-2015
【Innovation in Public Welfare Practice】

The Alibaba Happy Group is a public welfare group voluntarily formed by Alibaba’s
employees. After being certified by Alibaba’s Corporate Social Responsibility Alibaba has proactively integrated commercial and social resources with public welfare undertakings and
Department, the Happy Group can receive RMB50,000 annually for its operation enabled more businesses to realize the value of solving social problems. We keep on exploring the
and receive professional resources from Alibaba. From October 2010 when the first possibility of innovative public welfare practices, including introducing “voiceless classrooms”,
Happy Group was born to date, there are 35 Happy Groups with more than 1,400 recommending the disabled to work as porn censors, providing daily special offers for charity purposes
key members. As of May 2015, Happy Groups had organized over 700 activities, and the auction channel for charity, introducing favorable loan policies to vulnerable groups, and
involving more than 24,000 persons. promoting charity sales on Juhuasuan, in an aim to to diversify public welfare services.
The Happy Group is a platform for employees to bring into full play of their strong points.
Over the seven years since I joined Alibaba, I once participated in a Happy Group named Case Study
Voice Phonograph of Love, where all members were not only passionate, but also used their
abilities and imagination to give assistance to blind children as much as possible.
--Zi Hui, employee of Alibaba
Jutudi--a land sharing program
Jutudi, launched by Juhuasuan in March 2014, is the first privately customized farming program in
【Global Public Welfare】 China, through which customers can receive the fruits and vegetables every month produced in the
land that they invest in, and enjoy free travel and accommodation there. Jixi County, Anhui was
Alibaba’s Global Dreamer Program is aimed at unearthing and gathering ambitious young people with selected as a pilot case. In just 5 days, clicks on the program totaled 500 million, more than 3,500
positive attitude who have dreams across the world and help them realize their dreams with their acquired customers placed orders, and 465 mu of land was sold with sales of RMB2.28 million. There have
knowledge and skills. been 21,000 deliveries by express of agricultural products produced in Jixi, and more than 600
customers enjoyed the tour in Jixi as “land owners”, which has driven the rapid development of local
This program was launched in 2013, and by now, about 90 dreamers from the Chinese Mainland, Hong tourism. Through land transfer, re-employment of former land owners as workers and offering local
Kong, US, UK, Canada, Australia and Singapore participated in the program. food, farmers involved have increased their income by more than RMB2,000 per mu.
Dreamers of Year 2014
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2014-2015
【A green business center】

Environment
Alibaba’s business center in Shanghai Hongqiao emphasizes on resources conservation, quality and
Alibaba is committed to protecting environment not only by controlling pollution and reducing energy
comfort. Mature and effective green technologies have been adopted, with a view to qualifying three-star
consumption of its own accord, but also by putting in efforts to raise the awareness of environmental
level of green buildings in six aspects: conservation of land, energy, water and materials, indoor
protection among the public through its e-commerce platform and Alibaba Foundation, which is the feature
environmental quality, and operation and management.
of Alibaba in fulfilling its responsibility for environment.
Green Buildings ◆ Adopt rainwater/reclaimed water reuse technology to collect rainwater from roof and ground and
Resources reclaimed water from washrooms, and to reuse rainwater/reclaimed water in a more economical way;
【The green energy data center】 Conserva- ◆ Adopt exhaust heat recovery technology to preheat fresh air with the exhaust, thus reducing energy
tion consumption of the heating system of the air conditioner and reducing operating costs;
Alibaba’s Zhangbei Data Center, with its cloud-computing base now under construction, will be operated ◆ Adopt solar water heating system to provide hot water for users.
100 percent with green energy. It is covered with solar panels on the exteriors and adopts natural
air-cooling and water-cooling systems. Such green energy will be transformed into computing resources ◆ Use permeable outside ground to change exterior runoff of rainwater and increase rainwater
in situ for global use. infiltration;
Quality and
◆ Use roof gardening to effectively improve the regional micro environment;
Comfort
◆ Use ECOTECT day-lighting simulation and FLUENT indoor air environment simulation to optimize
indoor lighting and ventilation, hence making the office more comfortable.
An Aerial View of Zhangbei Data Center
Alibaba’s business center in Hongqiao, Shanghai
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2014-2015
Green Office
We have created a green office environment for employees and exerted efforts to raise employees’
awareness of energy conservation and environmental protection, and require them to practise the concept
of environmental protection at work.
● Promoting the practice of paperless office, and preventing useless printing to reduce paper waste by
introducing ID recognition technology;
● Using recycled paper towels in toilets, and controlling lighting by auto-control or remote control to
reduce energy consumption;
● Posting energy conservation signs in the office area to remind employees;
● Using the “hitchhike” software to enable employees to share cars with colleagues so as to reduce
exhaust emissions;
● Providing remote conference support to reduce business trips. Children in the Tibetan Plateau can now drink clean water
Efforts in Environmental Protection Provide clean water for children in the Tibetan Plateau
While the nature of public welfare undertakings is to awaken the goodwill of everyone, public participation ●Public participation
is one of the most effective ways to “awaken” people’s consciousness to protect the environment. In 2014, Alibaba Foundation launched the Waterathon program to encourage volunteers with professional
Alibaba’s fund that was invested in environmental protection totaled RMB12,185,856 in 2014, 61% of knowledge to develop environmental protection activities and products suitable for public participation.
which was put in water environment protection and in raising public awareness and calling for actions for About 200 volunteers participated in the research and development of the program, and 15 innovative
environmental protection. projects won the fund from the Foundation. The public, in the an open source way, can copy these projects
in the future, making it easier for the public to participate in environmental activities and projects.
▉ Water Environment Protection
In 2014, Alibaba Foundation mainly funded water environment protection to prevent water pollution and
to protect water ecology. The programs funded by Alibaba Foundation directly interfered with about 100
companies that discharged illegal excessive wastes, and promoted interaction and cooperation among
government regulators, NGOs and the public in Shandong, Zhejiang, Jiangsu and Chongqing in this
regard.
● In addition, Alibaba Foundation invested to develop a water pollution map to enable easy access for
the public, NGOs and government law enforcement personnel to gain real-time data of emissions from
major enterprises under national monitoring list;
● It also advanced emission reduction from enterprises creating water pollution in the Yangtze River
Basin by cooperating with nearly 10 NGOs that were active in the area and non-government
organizations in Zhejiang Province, as well as by interacting with environmental regulatory authorities.
▉ Efforts in Raising the Public Awareness and Calling for Actions for Environmental Protection
● “Clean our water”, a campaign to raise people’s awareness of water protection

Alibaba Foundation and Bazaar Charity Fund of China Siyuan Foundation kicked off the clean water
program in 2014. Alibaba Foundation also cooperated with One Foundation to carry out the clean water
program, including introducing environmental education and technical assistance in regard to clean
Waterathon 2014
drinking water at schools in China.
62－－63
Social Responsibility Report of Alibaba Group / APPENDIX
APPENDIX 2014-2015
Look Ahead
Indicators 2012 2013 2014
Alibaba will, together with its stakeholders, continue to pursue sustainable development and make due
contributions to the social development and progress.
Number of Employees 20,251 21,922 27,257
We will further integrate social responsibilities with our mission, culture and strategy, on the basis of which
we fulfill social responsibilities. Number of New Employees 2,553 4,037 9,113
Percentage of
We will establish and further improve a proper social responsibility management system, and promote the 10.90 16.60 29.40
New Employees (%)
standardization and effectiveness of our social responsibility practice. After going public, the topics of
Alibaba’s social responsibility have attracted much attention from investors, which cover areas like Number of Employees
1 3 16
with Disability
anti-corruption, human capital, customer service, energy efficiency, environmental protection, and food
safety. We will proactively respond to such topics through our efforts in institutional improvement and Number of Female
9,014 9,182 11,006
disclosure of official public documents. Employees
Percentage of Women
44.50 41.90 40.40
We will promote and innovate our social responsibility practice; We will strengthen our communication Employees (%)
with stakeholders, and actively respond to their demands through our actions; we will build a sound
Percentage of Women
commercial ecosystem to progress together with stakeholders while creating values for them; and we will 26.90 26.00 23.20
Management (%)
boost the economic development, environmental protection and social public welfare by means of using
our advantages. Percentage of Labor Contracts
100 100 100
Signed with Employees
KEY PERFORMANCE INDICATORS Social Insurance Coverage (%) 100 100 100
Health Check-up & Health

FY2013 FY2014 FY2015 93 91 93
Indicator File Coverage (%)
Annual Revenue Cases of Occupational

34,517 52,504 76,204 0 0 0
(in millions, RMB) Diseases
Annual Paid Leave Per

Annual Revenue Growth (%) 72 52 45 18.3 17.1 15.3
Employee (Day)
Annual GMV (in billions, RMB) 1,077 1,678 2,444 Number of Safety Training 4 4 4
Annual GMV Growth (%) 62 56 46 Investment in Assistance to

Employees with Special 6.13 8.10 6.35
Total Annual Profit Needs (in RMB10,000)
8,649 23,403 24,320
(in million, RMB)
Net Assets Yield (%) 1,686 77 15
Earnings per Share/ADS

3.57 10.0 9.70
(EPS) (RMB)
Debts-to-Assets Ratio (%) 83 63 38
Active Buyers (in million) 172 255 350
64－－65
2014-2015
GRI 4.0/CASS-CSR 3.0 INDEX 贰

零
壹
肆
Content GRI 4.0 CASS-CSR 3.0 Page Solid Internal ／
Control System P38-P39 贰
零
Internal Fight G4-57,G4-58, 壹
Alibaba compass G4-20,G4-21 P2-P3 Returns to 伍
Against Corruption G4-SO4,G4-SO5 S1.3 P39
Shareholders
Investor Relationship
Preface G4-1,G4-2 P3.1,P3.2 P6-P7
Management M1.1-M1.3 P40
Alibaba’s Main Awards Responsible

P5.3 P8-P9 G4-12 G3.2,M3.8 P41
(2014-2015) Supply Chain
Concept: To Make It Easy To Do Promoting Industrial
Business Anywhere Marketplaces P41-P42
Development
Social Responsibility Originated from Promoting Economic
Our Mission G1.1 P12 Transformation and G4-EC8 P42-P43
Upgrading
Social Internet Culture Serving the G4-EC7 P44-P46
Responsibility Government
Rooted in Our P13-P14 Government
Culture Alibaba Culture G4-56 Integrity and
M3.2,M3.3,S1.1 P46-P47
Compliance
Social Globalization G4-2 P14 Promoting Economic

G4-EC7,G4-EC8 P47-P50
Responsibility Rural E-commerce G4-2 P14-P15 Development
Integrated with
Our Strategies Creating Employment
Big Data G4-2 P15 S1.7 P50-P53
Society Opportunities
Management: Social Responsibility
Driven by Business Model G6.4,S3.4,
Contributing to Public
S4.10,S4.12, P53-P59
Organizational Welfare
System G2.3,G2.4 P18 S4.13,S4.14
Identification of E1.13,E2.2,
Substantial Topics G4-18,G4-19 P2.2,G1.3 P19 Green Buildings G4-EN11,G4-EN27 P60-P61
E2.5
Communications G4-24,G4-27,
with Stakeholders G5.1,G5.3,G5.5 P20-P21 Environment Green Office G4-EN27 E1.10 P62
G4-28,G4-30
Action: A Business Working Style Environmental

in a Public Welfare Mind G4-EN12,G4-EN31 E1.5,E4.5 P62-P63
Protection Efforts
Providing
Convenient Services G4-8 P25-P28 APPENDIX
for the Ecosystem Look Ahead （A1） P64
Providing Support
M2.2 P29-P30
for Ecosystem Growth P5.2,M1.4-M1.6,
Customer First Key Performance Indicators P64-65
Providing Safeguards G4-EC1 S1.8,S2.13,S2.15,
for Ecosystem Integrity G4-PR6,G4-PR7 M2.14 P30-P31
S2.18,S2.19,S3.4
Providing Safeguard GRI 4.0/CASS-CSR 3.0 INDEX G4-32 （A3） P66-P67
for Ecosystem Security M2.3 P32-P33 G4-3,G4-4,G4-5,
Basic Rights and S2.1,S2.9, About Alibaba G4-7,G4-17,G4-34, P4.1,P4.2,G2.1 P68-P70

Interests--Basis of G4-9,G4-10 P34 G4-34,G4-42,G4-51
S2.11,S2.22
Happiness
About This Report G4-28,G4-30 P1.1-P1.5 P71
Diversified Training-- G4-LA9,G4-LA10,
S2.25,S2.26 P34-P35
Happiness to Facilitating G4-HR2 Feedback G4-31 （A4） P72
Employees Development
Work happily-- S2.21,S2.29 P35-P37
Live Seriously
Care for Employees--
S2.27 P38
No Worries Ensuing
66－－67
2014-2015
About Alibaba Role and Responsibilities of the Board of Directors
The Board of Directors guides and supervises the business and affairs of the Group in accordance with
Profile of the Group
all applicable laws and regulations. Under such system, it acts as the top decision-making body of the
Group, except for issues that shall be reserved to be solely or jointly determined by/with shareholders.
Alibaba Group was founded in 1999 by 18 people led by Jack Ma, a former English teacher in Hangzhou,
The Board is responsible for selection and supervision on the performance of the CEO and other
China. From the outset, the company’s founders shared a belief that the Internet would level the playing
management members, creation of long-term operation strategies of the Group and determination of the
field by enabling small enterprises to leverage innovation and technology to grow and compete more
compensation for executives.
effectively in the domestic and global economies. Since launching its first website to help small Chinese
exporters, manufacturers and entrepreneurs to sell internationally, Alibaba Group has grown into a global
leader in online and mobile commerce. Today Alibaba and its affiliates operate leading wholesale and
retail online marketplaces as well as Internet-based businesses offering advertising and marketing
Board Structure
services, electronic payment, cloud computing and network services and mobile solutions and so on.
Jack Yun MA, Executive Chairman
Joseph C. TSAI, Executive Vice Chairman
Jonathan Zhaoxi LU, Vice Chairman

.
Daniel Yong ZHANG, Director and CEO
J. Michael Evans, Director and President

Big data platform
Masayoshi SON, Director
Chee Hwa TUNG, Independent Director
Walter Teh Ming KWAUK, Independent Director
Ant Financial Smart logistics

Services network Jerry YANG, Independent Director
蚂蚁金融服务集团
Börje E. Ekholm, Independent Director

E-commerce
Cainiao Logistics
Micro loans
Wealth management
Payment
Online insurance
Corp.
Alibaba.com
1688.com
Aliexpress
Taobao
Tmall
Juhuasuan
Group Governance
The Group’s governance team consists of the Board of Directors, Board Committees, Alibaba Partnership
and senior management. By such governance structure, Alibaba is dedicated to achieving sustainable
development objectives within the Group and externally while pursuing its own strategic objectives.
68－－69
2014-2015
About This Report

Board Committees
Nominating and Corporate This Report is the seventh Corporate Social Responsibility Report published by Alibaba Group (hereinafter
Audit Committee Compensation Committee
Governance Committee referred to as “Alibaba”, the “Group” or “we”).
Walter Teh Ming KWAUK,

Jerry YANG, Chairman Jack Yun MA, Chairman Reference
Chairman
J.Michael Evans Walter Teh Ming KWAUK Chee Hwa TUNG This Report has been prepared in accordance with the Sustainability Reporting Guidelines (G4) issued by
the Global Reporting Initiative (GRI) and the Corporate Social Responsibility Reporting Guidebook
published by the Chinese Academy of Social Sciences (CASS-CSR 3.0).
Börje E. Ekholm Joseph C. TSAI Jerry YANG
Time span
This Report covers Alibaba’s fiscal year 2015, from April 1, 2014 to March 31, 2015, though some contents
Alibaba Partnership
are not within such period.
Alibaba has 30 partners. Partners have the right to nominate directors and distribute bonuses and among
Data Source
others. The main duty of partners in their capacity as partners is to embody and promote to improve the
mission, vision and values of Alibaba ecosystem. Though partners have the right to nominate directors, a
Unless stated otherwise, the data of this Report are from Alibaba’s Prospectus, internal financial
nominee may not take the office until the shareholders’ general meeting passes the nomination.
statements and relevant statistics. As for statistics, “FY” and “year” are used to indicate a fiscal year or a
calendar year respectively, e.g. “FY 2015” and “Year 2015”; a year that is not specially indicated is a
calendar year.
Senior Management Currency
Unless stated otherwise, the currency used in this Report is RMB (Yuan).
Jack Yun MA, Executive Chairman Daniel Yong ZHANG, Chief Executive Officer
Availability of Report
Maggie WU, Chief Financial Officer Joseph C. TSAI, Executive Vice Chairman
In view of environmental protection, the electronic version of this Report in PDF format is strongly
Lucy PENG, Chief People Officer Jianhang JIN, President
recommended, which can be downloaded from our social responsibility website (http://csr.alibaba.com).
Sophie Minzhi WU, President of Wholesale
Michael Evans, President If you request for this Report in paper, or have any questions, comments or feedback on this Report,
Marketplaces
Jeff Jianfeng ZHANG, President of Simon Xiaoming HU, President of
please contact Alibaba’s Social Responsibility Department via e-mail ([email protected]).
China Retail Marketplaces Alibaba Cloud Computing

Yongfu Yu, President of Mobile
Zhenfei LIU, Chief Risk Officer
Internet and Alimama
Trudy DAI, Chief Customer Officer Peng JIANG, President, YunOS
Tim Steinert, General Counsel and Secretary Jian WANG, Chairman of Technology Committee
70－－71
Feedback
Dear users,
Thank you for reading the 2014-2015 Social Responsibility Report of Alibaba Group. To improve Alibaba’s
efforts on social responsibilities and compiling of this Report, your comments and suggestions are
welcome.
Your feedback suggestions:

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What is Alibaba's social responsibility model?

What is Alibaba's social responsibility model?

What are the components of Alibaba's social responsibility ecosystem?

What are the components of Alibaba's social responsibility ecosystem?

2014-2015

En Stakeholders Economic value Social value Environmental value

Plural welfare interests;

Go Supply chain growth; Green supply chain;

en S Marketplaces Training of industrial talents;

Creation of industrial platform

Promotion of transformation and

and management to safeguard the practice of social responsibility.

Alibaba’s Main Awards (2014-2015) 08

Concept: To Make It Easy To Do Business Anywhere 10

Social Responsibility Originated from Our Mission 12

Social Responsibility Rooted in Our Culture 13

Social Responsibility Integrated with Our Strategies 14

Management: Social Responsibility Rooted in the Business Model 16

Identification of Substantial Topics 19

Communication with Stakeholders 20

Action: A business working style in a public welfare mind 22

Happiness For Employees 34

II. Sharing Circle 40

GRI 4.0/CASS-CSR 3.0 INDEX 68

About This Report 71

In living our mission of “making it easy to do business anywhere”, we are dedicated to

--Daniel Yong ZHANG, CEO of Alibaba Group

2012-2014 Self-Disciplinary Contribution Award of

Daonong Center for Enterprise and Green

City Youth Department of Central Committee

2014 Outstanding Contribution Enterprise

Zhejiang Provincial Administration

2014 Zhejiang Consumer Rights Protection Zhejiang Provincial Administration

2014 Outstanding Work Unit Under Zhejiang

Zhejiang Provincial Economic and

CNTV and Guiyang Municipal People’s

The Office of Central Leading Group of

Social Responsibility Rooted in Our Culture

To Make It Easy To Do Business Anywhere

Identification of Substantial Topics

HR Department Labor and employment, compensation and welfare,

Safety Department Account security, information protection and anti-fraud

Property Department Green building standard control and

Public Welfare Fund Public welfare fund

Stakeholders Stakeholders’ Expectations Responses from Alibaba

Customer service system construction;

Observing related laws and regulations;

Supplier conference; Bidding conference;

Strictly observing laws and regulations;

Providing platforms for business start-up;

Reducing environmental pollution; Green office;

Eight Customers Ringing the Bell at Alibaba’s

Providing Convenient Services for the Ecosystem

▉ Complete Information Service Platforms

▉ Information Flow Services

▉ Upgraded Merchant Complaint Service System Number of persons

Providing Safeguard for Ecosystem Security

▉ Alibaba Safety Department