Sustainable development
Customer and supplier relations
Holcim strives to be the preferred brand for cement, aggregates and other construction materials and services in all markets.
Meeting customers' needs
To ensure that we maintain our customer focus, Holcim pioneered the industry's first-ever worldwide standardized survey measuring global brand equity and customer loyalty across our entire portfolio of brands in each country in which we operate. The survey, first conducted in 2005, is repeated every three years, and measures customer satisfaction.
In addition to this global research, 84% of Group companies carried out a customer survey in 2010 (2009: 75%); of these, 87% (2009: 88%) measured customer satisfaction levels. All Group companies have a customer complaints procedure in place. Several markets also use additional qualitative research to better understand customer needs, attitudes and decision-making processes.
Product stewardship is a key focus of our customer relations. 43% (2009: 54%) of Group companies have a specific policy covering customer health and safety during use of products and services, and 50% (2009: 50%) have specific policies on product information and labeling.
Working with suppliers
We engage in long-term relationships with suppliers and contractors to secure the most value-enhancing products and services. These relationships are the basis of working toward a sustainable supply chain. The first principle is that our suppliers should respect our social and environmental policies.
With this in mind, our Group procurement policy and supplier qualification program include a self-assessment of suppliers' and contractors' compliance with international social accountability standard SA 8000 and environmental standard ISO 14001. Specific bribery and corruption provisions in our procurement policy build on the principles contained in our Code of Conduct. All contracts with suppliers and contractors must also include a clause securing the health and safety of all personnel. See data below for supplier screening information.
Total cost of all goods, services and materials purchased
Our Group companies report that, on average, national market-based (local) suppliers accounted for approximately 89% of their total suppliers and that, on average, these represented 75% of total procurement spend.
Percentage of global suppliers screened
98% of global qualified and contracted suppliers managed at a corporate level have either been screened using the Social Accountability self-assessment questionnaire or have signed frame agreements which include the same provisions, as of end 2010.
Percentage of local suppliers screened
Challenge
To further increase the average percentage of suppliers screened by Group companies for SD criteria
