P R O D U C T S & I NF R A S T R U C T U R E S U P P L Y C H A I N E C L I E NT S PRODUCT QUALITY, SAFETY AND RELIABILITY CUSTOMER SATISFACTION AND CUSTOMER EXPERIENCE SUSTAINABLE AND RESPONSIBLE INNOVATION RESPONSIBLE SUPPLY CHAIN MANAGEMENT GR I 416-2 GR I 418-1, 416-2 GR I 204-1 • Mitigation of environmental and social risks by conforming to the highest standards of product quality and safety through the implementation of strict quality controls and safety procedures during the production process; • Market penetration of products with high quality and performance, including from an environmental and social point of view. • Negative impacts on stakeholders due to products with inadequate quality and performance that fail to meet customer expectations; • Lack of clear and accurate product information, such as safety warnings or instructions for use, and consequent risk of misuse or accidents by consumers. • Customer satisfaction through the implementation of appropriate quality management procedures for the services and products offered; • Protection of the safety and fundamental rights of customers (e.g. privacy and health of customers) and all those with whom the organisation interfaces, through appropriate controls with respect to product quality and safety; • Customer dissatisfaction due to lack of transparency in business practices and the offer of unsuitable services and products; • Loss of customer confidence due to the organisation’s lack of ability to provide products in line with expectations in terms of quality and service. • Increasing the lifespan of products by finding innovative solutions; • Reducing the environmental impact of products through the use of innovative sustainable technologies; • More sustainable use of resources through the development of innovative products (e.g.use of recyclable materials); • Positive contribution to the sector’s technological growth with a view to sustainability and a greater ability to respond to new customer needs; • Negative environmental or social impact from any failure to adopt the most advanced technology available; • Failure to contribute to the technological development of the sector and to the socio-economic progress of the territory and c ommu nity • Identification, prevention and mitigation of negative environmental impacts (e.g. greenhouse gas emissions, energy consumption and responsible selection of materials) and social impacts (e.g. health and safety of workers, protection of human rights, appropriate remuneration policies and combating child labour) along the supply chain, through the adoption of appropriate due diligence procedures and the integration of ESG factors into supplier evaluation, selection and qualification processes; • Protection of human rights and the environment through continuous monitoring of the organisation’s procurement practices; • Promoting a culture of sustainable growth in supply chain enterprises; • Increased negative environmental and social impacts related to the failure to adopt sustainability policies and procedures along the supply chain; • Inability to timely mitigate negative environmental or social events caused by contamination or product quality issues due to lack of transparency and traceab il ity in p roc u rement p rac tic es. Constant commitment to maintaining quality levels of the products and services provided as well as compliance with legal requirements in order to continuously improve the durability, functionality and reliability of its products. Constantly monitoring the quality of products and services and the feedback received from customers to be able to adapt and constantly improve products, services and business practices. Ensuring customer information and support through the establishment of a relationship based on trust, fairness and loyalty. Ability to implement increasingly innovative and sustainable solutions through investment in research and development to improve technical capabilities and implement the use of cutting-edge technologies. Adoption and implementation of responsible value chain management and Human Rights and Environmental Due Diligence policies and procedures to ensure the quality and sustainability of supplies as well as to prevent any potential negative impact on the environment and human rights. A rea S u b j ec t Reference GR I S u b j ec t d esc rip tion A ssoc iated imp ac t 24
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