GRI Index
The information in the "Sustainability" section mainly refers to the 2006 reporting year. It thus may not always reflect the company's current situation.
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10. Product Responsibility |
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GRI ref. |
Indicator |
Global Compact |
Print (pages) |
Web |
Further information / if not reported or reported differently |
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DMA Product Respon-sibility |
Management approach |
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Due to the complexity of multiple brands in different business Units, the DMA-information is integrated in different sections of respective chapters (see among others sections on vehicle safety - p.53ff, customer relationship management - p.58-59 and goals - p.62-63). | ||
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PR1 |
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 |
53-56 |
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PR2 |
Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements |
As a manufacturer of motor vehicles, DaimlerChrysler AG is obligated to provide the users of its products with appropriate information regarding the proper utilization of such products and the risks associated with their use. The company must also warn users of the potential dangers associated with its products, particularly in relation to incorrect utilization — to the extent that such improper use can be foreseen. Safe, responsible, and secure operation of DaimlerChrysler AG products is ensured by the provision of an operating manual that conforms to the level of knowledge possessed by the user. This owner's manual is supplemented by additional information on how restraint and driver assistance systems function, as well as by technical information available on the Internet. One particular challenge here involves explaining how to operate ever-more complex functions and systems in a clear manner and working to ensure that the associated customer literature doesn't become too difficult to understand. Effectively addressing this challenge ensures that customer acceptance of products will remain high. One approach used here is to reduce the amount of labeling on vehicle components — especially in the interior — to the minimum allowed by law. A publication approval process that includes specialist and legal assessments of customer literature ensures that requirements with regard to product liability are met in such publications, in particular in vehicle operating and maintenance manuals. | |||
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PR3 |
Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services, by type of outcomes |
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PR4 |
Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomes |
see PR2 | |||
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PR5 |
Practices related to customer satisfaction, including results of surveys measuring customer satisfaction |
53-56, 58, 59 |
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PR6 |
Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship |
12-14, 55-59 |
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PR7 |
Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship, by type of outcomes |
Sustained communication activities are indispensable for our Mercedes-Benz premium brand. Important milestones in the overall communication development process have taken the form of various measures that ensure standardization of communication with both internal and external customers. More specifically, this involves adherence to an ethical code when discussing assignments and the implementation of various approval processes in cooperation with the Legal Affairs department and other internal experts. We also ensure appropriate perception of our advertising measures by conducting an extensive series of tests beforehand. All employees involved in sponsorship activities and events are required to coordinate with the Compliance Hotline in advance. In addition, each project manager must participate in a special compliance training program. | |||
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PR8 |
Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data |
With its data protection guideline, "Data Protection and Privacy — The DaimlerChrysler Code of Conduct," the Group has created a standardized level of data protection for the entire organization. This guideline, which applies to all personal data relating to employees, customers and suppliers, complies with the provisions of the European Data Protection Directive and other national regulations. The code defines the conditions under which data may be compiled, processed and used, as well as the regulations that are to be observed when conducting such activities. Under the direction of the Chief Corporate Data Protection Officer, a worldwide network of local data protection coordinators ensures compliance with the regulations. Customers' increasing sensitivity with regard to this issue is reflected in a growing (but still low) number of inquiries and complaints. All complaints are investigated immediately, but only a few individual cases of actual violations of privacy have been discovered. All information gained from such activities is used to optimize data protection processes. | |||
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PR9 |
Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services |
Fundamental fines and non-monetary sanctions are disclosed in the Annual Report, if they occur in a significant amount. |
