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Product & Services Stewardship Initiatives
All units of Tata Steel are certified to
ISO-9000, ISO-14001 and the main steel works
at Jamshedpur and Sukinda Mines are
certified to SA-8000. Life Cycle Assessment
is carried out from cradle to gate (from
mining to Hot Rolled coils) to
systematically analyze the inputs and
outputs, which can have adverse impact on
environment and society. Targets are set as
a part of annual business planning to
continually improve the environmental and
social impacts of our products, services and
activities through better operating
practices and technological intervention. In
the downstream operations (supply of steel
to stock yard and customers), Tata Steel
recycles the wooden and structural supports
used during shipment.
Customer Satisfaction
Key processes for determining satisfaction
of customers and building relationships for
retention are done through “Manage Customer
Accounts” and “Measure Customer
Satisfaction” processes. Specific customer
acquisition plans are drawn up on an annual
basis during Annual Business Plan
formulation, which is reviewed periodically.
The determination of customer satisfaction
is done segment-wise using products/ service
attributes as parameters. This is achieved
by conducting annual surveys through an
independent surveyor. Customer complaints,
if any, are handled and resolved
expeditiously through a well-defined
process.
The initiative on Customer Value Management
focuses on adding value through long term
collaborative partnerships with identified
customers. The criteria for identifying key
customers for Customer Value Management
include Position on Product Portfolio
Matrix, Impact potential, Nature of
relationship (maturity, longevity of
business, etc) cultural fit and strategic
alignment.
There are no regulations on product
information and labeling other than the
standards on physical dimensions and
chemical composition on various products
manufactured by Tata Steel. Test
certificates are issued at the time of
delivery to the customer. No instance of
non-compliance with regulations concerning
product information and labeling, including
any penalties or fines assessed for these
breaches occurred in the reporting period.
Major changes during the reporting period
(3.18)
The details of mergers/acquisition/closures
are furnished in Section-II under
Section-2.14.
Programmes & Initiatives towards
sustainability at a glance (3.19)
Prioritization, target setting & senior
management review
The management leadership prioritizes the
concerns of stakeholders based on current
business needs, market situation and the
need to improve the quality of life of the
“communities Tata Steel serves.” The targets
are set based on the historical data,
technological and financial constraints and
the industry benchmark as shown in
Figure-3.3. |
