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3.
OUR CUSTOMERS, OUR WORLD
PRYSMIAN GROUP
2015
YEARLY OVERVIEW
WE STAND
BY YOUR SIDE
This strategic approach is implemented
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 through continuous
investment in innovation. One of these
ways is Factory Reliability, a process that
makes it possible not only to improve the
reliability of planning and the execution of
output, in terms of both mix and volumes
in ever faster response times, but also to
have strict control over inventory for every
type of component. This makes it possible
to manage upswings and downswings in
sales volumes and the associated variation
in output in an optimal fashion.
Customer Centricity and Factory Reliability
are complemented by Supply Chain Integration
projects with some of the most important
global customers, with the goal of improving
process effectiveness throughout the supply
chain, from the producers of raw materials
through to the end user.
The goal of this strategic approach is for
Prysmian to become a "preferred partner".
For over ten years, the Group has used
specific surveys, conducted every two years,
to ascertain its customer satisfaction. The
customer satisfaction surveys, carried out
by a leading specialist in this field, measure
in detail the level of customer satisfaction.
Satisfaction tests: performed in China and Hong Kong
In addition to the biennial global customer satisfaction survey, Prysmian
conducted specific surveys in China and Hong Kong in the summer of 2015.
Thefirstsurveyinvolvedthreepa
rticipants:acontractorcompany,aPrysmian
distributor and an end user and was conducted by first asking respondents
to assess, on a scale of 0 to 10, the Group's performance regarding 20
aspects of its service, and then by carrying out a number of interviews in
order to understand what improvements Prysmian's customers would like
to see in the quality of the service provided.
With reference to the questionnaire, the feedback was positive, particularly
on the quality of the products and the support from the Group in managing
information and the service in general.
The second survey conducted in Hong Kong aimed to identify the level of
satisfaction of a key Prysmian customer. The methodology used, like that in
China, included questions and interviews in which the customer identified
possible actions to be taken to improve the Group's performance. Once again,
the feedback particularly highlighted Prysmian's ability to meet customer
demands in terms of product quality and breadth of product range.
OVERALL, PRYSMIAN SCORED AN AVERAGE
OF
7.9/10
FROM THE CONTRACTOR COMPANY,
9/10
FROM THE END USER AND
7.2/10
FROM THE AGENT
DISTRIBUTOR.