Consolidated Financial Statements >
Directors’ Report
18
| 2012 annual report prysmian group
Customer centricity, along with factory reliability and supply chain integration, have been
the key factors for success.
MARKET APPROACH
Prysmian Group has perfected a market approach over the
years that puts the customer at the centre of its strategic,
organisational and business choices. Continuous analysis of
customer expectations and their evolution over time allows
the Group to develop organisational and operating models
that result in fast, efficient and targeted responses to the
markets concerned.
Customer centricity therefore represents the essence of the
Group’s approach, which also views factory reliability and
supply chain integration as key factors for success.
Customer centricity
, defined as the ability to anticipate
and meticulously satisfy customer needs, is a hallmark
of Prysmian Group’s activities and is reflected in its
constant presence, from product design through to delivery,
and provision of a level of service in line with customer
expectations that are constantly monitored against defined,
agreed parameters.
The Prysmian Group is able to develop solutions that
not only meet specific standards but also satisfy precise
customer needs. In particular, the Group is able to serve very
different segments and markets thanks to its ad hoc matrix
organisational structure that lets it have a local presence
even for major global projects. This means that markets with
high local specificity are served by country commercial and
development teams, and that markets with global products
and customers are followed by integrated business unit
teams, while other segments requiring a local presence and
cooperation between countries draw on the matrix structure’s
potential.
Customer centrality and satisfaction are strategic objectives
pursued by having a fast, smooth organisation throughout
the supply chain, capable of expediting decision-making and
time to market by adapting itself to the needs of the various
industries by continuously investing in innovation. The Group
sets itself increasingly challenging targets, aiming to be a
benchmark for quality of service, speed and flexibility, through
constant attention to organisational development, training
and improving the understanding of market needs.
The concept of
Factory Reliability
makes it possible not only
to improve the reliability of planning and the execution of
manufacturing output, in terms of both mix and volumes in
ever faster response times, but also to have stricter control
over inventory levels for every type of stock (raw materials,
semi-finished and finished products); this enables the
Group to deal effectively and efficiently with upswings and
downswings in sales volumes and consequent variation in
manufacturing output.
In addition to the Customer Centricity and Factory Reliability
propositions, Prysmian Group has also started
Supply Chain
Integration
projects with some of its most important global
customers with the goal of improving process effectiveness
and efficiency throughout the supply chain, from the
producers of raw materials and semi-finished products used in
manufacturing to the end cable user.
