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Prysmian Group – 2015 Sustainability Report
Integrated Sustainability
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Customer Centricity
Over the years, the Prysmian Group has perfected its approach to the market by placing the customer at the
centre of every strategic, organisational and business decision. The efforts made to analyse the expectations
of customers, and how these change over time, in fact allow the Group to develop organisational and
operational models that translate into rapid, efficient and targeted responses to the markets concerned.
Pivotal to this approach is our "
Customer Centricity
", being the ability to understand early and satisfy the
needs of the customer. This calls for the dedication of constant attention at all stages, from product design to
delivery, with performance measured against predetermined and agreed parameters.
The Prysmian Group is able to develop solutions that meet specific standards, as well as those that respond
to the precise requirements of an individual customer.
In particular, the Group is able to serve highly diverse segments and markets due to an ad hoc matrix
structure that ensures a local presence, even within broad projects that have global reach. This means that
highly specific local markets are served by country development and commercial organisations, while
markets with global products and customers are served by fully-integrated business units. Other segments
requiring both a local presence and cooperation between countries benefit from the matrix structure.
Customer centricity and satisfaction represent a strategy that is implemented via the fast, smooth
organisation of the entire supply chain. This approach accelerates decisions and the time to market, while
adapting to the needs of various industries and ensuring continuous investment in innovation.
"
Factory reliability
" is one way to implement customer centricity. This process improves the reliability of
production planning and performance in terms of both mix and volume, with ever faster response times and
stricter control over inventory levels of every type (raw materials, semi-finished items and finished products).
This enables the Group to deal efficiently and effectively with fluctuating sales volumes and the consequent
changes in production levels.
In addition to the Customer Centricity and Factory Reliability initiatives, the Prysmian Group has also
launched “
Supply Chain Integration
” projects together with a number of major global customers. The
objective is to improve the effectiveness and efficiency of all processes throughout the supply chain, from the
producers of the raw materials and semi-finished products used in factories to the end users of our cables.
The Prysmian Group aims to be the "preferred partner" where customer satisfaction is concerned. To
achieve this goal, in addition to the regular monitoring of key service indicators, such as reliability and speed,
the Group has conducted specific customer satisfaction surveys every two years (most recently in 2014) for
more than ten years.
These customer satisfaction surveys are carried out by a leading firm in the sector, using a standardised
telephone questionnaire answered by the customer contact persons who maintain commercial relations with
Prysmian (purchasing, technical area and logistics) and involving T&I customers in the various countries in
which the Group operates. The purpose of the survey is to measure the level of customer satisfaction with
the different elements of the service provided: commercial and marketing, technical and sales support,
management of requests, order processing and invoicing, as well as the range and quality of products.
The Group considers the results of these surveys to be a key tool for better understanding the service
perceived by customers, both in absolute terms and relative to other market competitors. They also allow the
Group to collect further information about the main requirements of customers in terms of service. As a result