We measure our social performance in a variety of ways using key performance indicators that have been generated over time by the company’s activities in this area. 

You will find more information on our social performance on pages 35 to 39 of our latest annual report. 

Employee surveys
We have been conducting global employee surveys in eight languages since 2003. The recent surveys show increasing levels of engagement and commitment from employees. This is underpinned by strong local loyalty and a good understanding of broader objectives and of how individuals can contribute to these. The next survey will be carried out in 2008 and we will provide feedback to our Divisions, sites and employees. Some results from the 2007 survey can be found on page 36 of our 2007 Annual Report.

This information is assessed divisionally and at group level and compared with previous years as part of our ongoing human resources management. 

Customers
Our customer service strategy is to respond quickly to changing customer demand, identifying emerging needs and continuously improving product availability, quality and value. Our continuous improvement programmes and quality management systems help ensure that our products meet or exceed customer requirements. Some 93% of the Group’s manufacturing capacity is now accredited to ISO9001. This is underpinned by our Operational Excellence Programme which is focused both on quality and the elimination of waste through lean manufacturing.

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