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Consolidated Financial Report |
DIRECTORS’ REPORT
2014 Annual Report
Prysmian Group
114
During 2014, the Prysmian Group continued with its mission
of continuous improvement in internal processes and per-
formance regarding customers, with a view to achieving ever
greater customer centricity. Confirming the validity of the
current strategy, the number of customer claims continued
their downward trend once again in 2014 (-10% on 2013).
Particular attention was given to providing customers with
comprehensive answers and quickly. Accordingly, the Quality
function introduced specific actions aimed at reducing the
average response time, which came down by more than 10%
during the year.
QUALITY
Focus on customer care and on improving process efficiency.
2014
Trend in
Customer Claims
TREND IN CUSTOMER CLAIMS
2013
2012
2011
2010
2009
The achievement of these results confirms the attention of
the entire business to the subject of Quality and its ability
to focus and improve on matters that have a major impact
on the Group's value proposition. This process is expected to
be stepped up further in 2015, with an ever increasing focus
on the subject of integration with customer needs while
retaining a focus on competitive dynamics. Prysmian's goal
remains to be the benchmark for excellence in the markets in
which it operates.
Internally, the Group continued in 2014 to roll-out its "Cost
Of Poor Quality" (COPQ) project, launched in the second half
of 2013; this project involves the adoption throughout the
Prysmian Group of a standard method, along with a propri-
etary computer program, to evaluate and reduce costs of
internal non-conformities. The results of analyses so far have
made it possible to prioritise the actions to be taken within
critical production processes and to plan future improvement
and cost saving activities. These activities will make produc-
tion processes more efficient and streamlined, in line with the
Group's strategy of enhancing its market competitiveness.