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20 Daimler 360 DEGREES – Facts on Sustainability 2008
Product Responsibility
PR4 Add
PR5 Add
PR6 Core
PR7 Add
PR8 Add
Total number of incidents of non-compliance with
regulations and voluntary codes concerning product
and service information and labeling, by type of
outcomes
Practices related to customer satisfaction including
results of surveys measuring customer satisfaction
Programs for adherence to laws, standards, and
voluntary codes related to marketing communications,
including advertising, promotion, and
sponsorship
Total number of incidents of non-compliance with
regulations and voluntary codes concerning
marketing communications, including advertising,
promotion, and sponsorship
Total number of substantiated complaints
regarding breaches of customer privacy and
losses of customer data
Global
Compact
Principle 8
Principle 1
Print (page) Web Further information
Degree
63–65
14–16
x
x
x
x
x
A publication approval process that includes
specialist and legal assessments of customer
literature ensures that requirements with regard
to product liability are met in such publications, in
particular in vehicle operating and maintenance
manuals.
see PR2
–
–
Sustained communication activities are
indispensable for our premium brand,
Mercedes-Benz. Important milestones in the
overall communication development process have
taken the form of various measures that ensure
standardization of communication with both
internal and external customers. More
specifically, this involves adherence to a code of
ethics when discussing assignments and the
implementation of various approval processes in
cooperation with the Legal Affairs department
and other internal experts. We also ensure the
appropriateness of our advertising measures by
conducting an extensive series of tests. All
employees involved in sponsorship activities and
events are required to coordinate with the
Compliance Hotline in advance. In addition, each
project manager must participate in a special
compliance training program.
With its data protection guideline, “Data
Protection and Privacy — The Daimler Code of
Conduct”, the Group has created a standardized
level of data protection for the entire organization.
This guideline, which applies to all personal
data relating to employees, customers and
suppliers, complies with the provisions of the
European Data Protection Directive and other
national regulations. The code defines the
conditions under which data may be compiled,
processed and used, as well as the regulations
that are to be observed when conducting such
activities. Under the direction of the Chief
Corporate Data Protection Officer, a worldwide
network of local data protection coordinators
ensures compliance with the regulations.
Customers’ increasing sensitivity with regard to
this issue is reflected in a growing (but still low)
number of inquiries and complaints. All
complaints are investigated immediately, but only
a few individual cases of actual violation of
privacy have been discovered. All information
gained from such activities is used to optimize
data protection processes.