MYTILINEOS HOLDINGS | 2014 Sustainability Report - page 72-73

MYTILINEOS Holdings Sustainability Report
2014
MYTILINEOS Holdings Sustainability Report
2014
68
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Regarding the provision of verifiable and clear information on our
products for the purposes of labelling, including information on their
safe use, environmental impacts, maintenance, storage and disposal,
the Group complies fully with the relevant requirements. In all cases,
customers have at their disposal the tools allowing them to check all
significant information provided and to proceed to the corresponding
tests, if they so wish.
METKA S.A. carries out complex large-scale projects awarded as a result of competitive open calls for tender carried out by each
client, under which the proposed technical specifications and the prices offered by the various participating companies are compared.
In all of these cases, the scope, responsibilities and commercial terms and conditions for the corresponding projects are initially
determined by the client and, upon conclusion of the final negotiations, all relevant details are agreed in writing in the contract for the
project. Furthermore, the company’s products and services comply fully with the terms and conditions of the respective Contracts
and with its contractual obligations to its clients, who are supplied with all Health & Safety and Environment-related information and
warnings, such as:
• Instructions on the use, maintenance and disposal for all supplied equipment (Operation & Maintenance Manuals) and
materials.
• Clearly visible labelling of all materials and equipment (signs, warnings and relevant instructions).
• Use and recycling instructions, in the form of Material Safety Data Sheets (MSDS) for all hazardous materials.
Type of product and service information required based on the procedures applied
and percentage of significant products and services subject to such information
requirements
Type of product and service information required based on the procedures applied and
percentage of significant products and services which are subject to such information
requirements
EPC PROJECTS SECTOR
METALLURGY & MINING SECTOR
Alumina
Aluminium
Information on the origin of product elements or ingredients
Information on content, especially regarding substances which
may have a potential environmental or social impact
Information on the safe use of the product or service
Information on the product’s disposal method and its potential
environmental/social impacts
No particular labelling is required because the
products traded by ALUMINIUM OF GREECE
arenothazardous.Nevertheless,allnecessary
information is provided upon request.
EPC Contracts
Metal &
Machinery
Constructions
Information on the origin of product elements or ingredients
Information on content, especially regarding substances which
may have a potential environmental or social impact
Information on the safe use of the product or service
Information on the product’s disposal method and its potential
environmental/social impacts
100%
100%
7.12 Customer satisfaction
MYTILINEOS Group has an extremely broad client base due to the diversity
of its activities and the geographical dispersion of its operations. As part of
the efforts for continuous improvement and drawing on the quality stan-
dards in place at the Group's subsidiaries, customer satisfaction surveys
are carried out, primarily in the Metallurgy &Mining Sector for the products
of ALUMINIUM OF GREECE, as well as in the EPC Projects Sector, where
the emphasis is on the assessment of the progress and results of every
project carried out by METKA S.A., after its completion.
In addition, working towards ensuring service quality and customer satis-
faction, the Group provides clients with access to claims and to equitable
and effective procedures for out-of-court settlement of any disputes in con-
nection with seeking compensation in the event that the products supplied
do not meet the agreed specifications. In the EPC Projects sector, the settle-
ment process is always described in writing in the project contract andmay
typically involve arbitration by internationally recognised authorities such as
the Arbitration Authorities of the International Chamber of Commerce (ICC).
Findings of surveys
relating to the company
as a whole
Findings of surveys
relating to a major
product category
EPC
PROJECTS
SECTOR
METALLURGY
& MINING
SECTOR
Not applicable to
ALUMINIUM OF GREECE.
Customer satisfaction for
2014 stood in excess of 75%.
The measurement concerned
all projects undertaken by
METKA S.A.
The Commercial Department
of ALUMINIUM OF GREECE
sends out to its clients, on
an annual basis, a customer
satisfaction questionnaire
regarding aluminium slabs
and billets.
For 2014, the results of this
survey were as follows:
• Commercial issues:
4.2/5
• Technical issues:
4.8/5
• Flexibility in setting prices:
3.8/5
• Flexibility and immediate
response to unforeseen
circumstances:
4.6/5
No surveys were carried
out in 2014 for a major
product category.
Categories of customer satisfaction surveys
(G4-PR3)
(G4-PR3)
(G4-PR5)
1...,52-53,54-55,56-57,58-59,60-61,62-63,64-65,66-67,68-69,70-71 74-75,76-77,78-79,80-81,82-83,84-85,86-87,88-89,90
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