PR1-PR09

• PR 1 Life cycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such procedures.

  Integrated annual report 2011 - Responsible value chain

  Barloworld is responsible for its products and customer solutions.  It also has a duty to faithfully represent principals and serve its customers responsibly.

  Customer health and safety is a critical aspect of all products, services and customer solutions. In representing leading global brands, our customer solutions are backed by warranties, guarantees and product responsibility, and design features.

  All new vehicles, plant and equipment have comprehensive service and maintenance regimes which are time- or use-based. These include the inspection, and renewal if necessary, of critical safety items.

  Rental plant and equipment is subject to similar assessment and service disciplines. Car rental fleets use vehicles under 12 months old with the latest technology and safety features per category.

  Tyres, brakes and other identified safety aspects are subject to entrenched assessment systems, Original Equipment Manufacturers’ (OEMs) service requirements, service-plan schedules, and self-diagnostic capabilities in vehicles, plant and equipment. General health and safety aspects are included in the design and manufacture of vehicles, plant and equipment as are features to ensure operator or driver comfort.

  Operator and driver training is provided where required.

  Appropriate handover procedures for all products ensure customer knowledge, including health and safety operating procedures and service requirements. OEM recommended inspection, maintenance and safety system upgrades and training programmes are explained and promoted to ensure customer health and safety.

   

• PR 2 Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services during their life cycle, by type of outcomes.

  There were no incidents of non-compliance during the year.

   

• PR 3 Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements.

  The group is committed to ensuring that a products sold have the certification, labelling, product and service information required by law. Products are essentially motor vehicles, plant, equipment and related use thereof. In principle, the information and labelling is the responsibility of the Original Equipment Manufacturers (OEMs). This information is conveyed to customers in handbooks, handover procedures and, where appropriate, displayed on the vehicle, plant or equipment.

  The group strives to ensure that all products have information and labelling as required by the Occupational Health and Safety as well as the mine health and safety acts.

  Every product sold into the EU has to be certified under CE standards.

  Information also includes vehicle, plant and equipment operating procedures, maintenance procedures and service intervals and safety.

   

• PR 4 Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomes.

  There were no incidents of non-compliance during the year under review.

   

• PR 5 Practices related to customer satisfaction, including results of surveys measuring customer satisfaction.

  Integrated annual report 2011 - Automotive and logistics
  Integrated annual report 2011 - Responsible value chain

  Customer satisfaction is primarily gauged through a range of informal and formal surveying tools, including regular engagement. 

  In the last four years, Caterpillar and Barloworld Equipment have moved from simple short call-centre surveys to the most recent innovation in customer value surveys (CVS).  The survey is now web-based, with a customer response of currently 50%.  The division is now able to calculate the rate of satisfaction per product and overall satisfaction against the number of customers interviewed in addition to a wide variety of metrics.

  The new CVS programme is still relatively young so trending year-on-year would be somewhat inaccurate at this point. Also, with the questions to customers being more informative and insightful the trend may be skewed.  However, moving forward, this is a platform which is reliable, accurate and sustainable. Averages will be tracked both monthly and annually and alerts and responses will qualified by region in the monthly reporting format.

  The proposed target for 2012 on the back of the last reliable call centre data (end 2010) will be 83% as indicated in the 2012 common goals between Barloworld Equipment and Caterpillar.

  All Automotive’s dealerships participate in external independent customer satisfaction surveys.

  These are normally conducted by OEMs. In addition, individual motor dealerships conduct their own surveys, particularly for their service departments.

  Independent customer surveys are entrenched in our car rental operations which conduct over 3 000 independent interviews per month with scores that are generally above 88% and peaks of up to 91.1%. Scores and targets have been improving steadily in recent years. Scores above 88% are considered excellent. The target for the year was 89%. 

  Similarly, fleet service operations monitor customer satisfaction with scores at around 87% for the year (peak in December 2010 at 88%). Scores of above 85% are targeted. Logistics has an independent company conduct regular customer satisfaction surveys and client feedback sessions are also arranged.

  Handling operations have a number of customer interfaces including customer focus meetings, a national response centre in the UK, a variety of surveys and a call centre in South Africa.

  Quality and customer satisfaction are elements of the ISO 9001 quality management system certification.

   

• PR 6 Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship.

  Integrated annual report 2011 - Responsible value chain

  All marketing and advertising conforms to applicable laws and standards, and with principals’ standards and corporate identities. These are detailed and comprehensively monitored by Barloworld divisional operations and their principals. Any local adaptations require prior consent from principals. Barloworld Logistics and group brands are managed by established functions at divisional and group level.

   

• PR 7 Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship by type of outcomes.

  Integrated annual report 2011 - Responsible value chain

  During the year there were no instances of non-compliance with regulations on advertising, promotion or sponsorship.

   

• PR 8 Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.

  Integrated annual report 2011 - Responsible value chain

  During the year there were no substantiated complaints on breaches of customer privacy and losses of customer data.

   

• PR 9 Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services.

  Integrated annual report 2011 - Responsible value chain

  No fines were imposed during the period for non-compliance with laws and regulations on the provision and use of products and services.