2012 Annual Report - Italcementi Group

5 Responsible production
5.1 Supply chain
Stakeholder dialogue is a key success factor in creating value and customer relationship. A fundamental pillar
to implement such culture and monitor the relation with clients is represented by the Customer Survey Process.
Through this process, the Group aims at developing and improving a customer-centric culture, based on the
comprehension of market real needs in order to best answer to clients product /service expectations, and more
over to implement a truly pro-active Sales Policy. Grounded on the Group Customer Satisfaction scheme
already launched and recently updated, in coincidence with the creation of the new Global Sales & Marketing
Department, a guidelines documents has been issued, with the purpose to homogenize survey methodologies
and sample logic adopted by the Subsidiaries with the final goal to improve process effectiveness and set a
Group Survey approach. In 2012, the absolute index showed a medium-high satisfaction level while the
relative index showed a medium satisfaction level of the Group against competitors. Results of customer
satisfaction are publicly disclosed on local websites.
The Group is fully, and constantly, committed to evaluate, prevent and mitigate the risks associated with
dealing with suppliers and contractors. Adopting a worldwide unique approach, in 2012 a multi-functional team,
defined a standard setting minimum requirements for contractors and suppliers to establish commercial
relationships with the Group. The standard is based on the respect of human rights, labor, environmental and
anti-corruption best-available practices, in line with the Ten Principles of the UNGC. Furthermore, a new set of
clauses including previous minimum requirements, has been defined in the standard general contract
conditions and are now available for any future purchase order in the Group.
In 2012, the Group Supplier Qualification procedure, evaluating together sustainable, financial and technical
Suppliers’ reliability, assessed the 60% of Corporate Suppliers involved in the purchasing process of the
Global Procurement function, representing more than 75% of the corporate procurement spending. At local
level, while waiting for the full implementation of corporate guidelines, most subsidiaries report that significant
investment agreements and major supply contracts include clauses in the field of human rights, ranging from
minimum age to health & safety requirements.
The Group also received the “Sodalitas Social Award” for the category “Best Market Initiative” thanks to the
plan developed to mitigate the risks relevant to criminal infiltration into business activities and, in particular, to
the application of the “Plan for the Prevention of Criminal Risks” included in the Suppliers Reliability Evaluation
(qualification). The good results of the plan, and the external recognition, convinced the Group to enlarge the
perimeter of such Suppliers’ Risk Evaluation to all Italian territory, adopting a new plan developed on the basis
of the previous plan dedicated to Italian Southern regions only.
At Italian level, the Group is promoting its standard and best practices within the Italian Network of the UNGC.
At international level, the Group is participating in the new CSI sectoral approach, trying to exceed difficulties
and limits from other sectors, and to develop common criteria for supply chain management.
Customer surveys
% of coverage Result (KPI/1000)
2012 2011 2012 2011
Absolute 99 97 804 787
Relative 93 76 683 657
Corporate suppliers evaluated
2012 2011 2010
Group 60% 35% 25%
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