Wealth Management Questionnaire for Companies by aal34789

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									SELF-ASSESSMENT QUESTIONNAIRE
What this self-assessment questionnaire is and is not

What this questionnaire is NOT
It is NOT a questionnaire for external assessment, certification or approval by third parties

It does NOT seek to obtain a final numeric value indicating the degree of social responsibility

It does NOT aim at drawing up reports that reflect the organisation's image in all aspects of social
responsibility
It does NOT require evidence to be accredited. It is NOT an exam.

It is NOT a tool that responds to a standard of diagnosis of social and environmental responsibility, as
there is no such standard


What this questionnaire IS
 It IS a questionnaire for the self-diagnosis of the organisation itself.

It IS a tool to detect strong points and areas eligible for change. It is, therefore, a tool for continuous
improvement
It IS an exhaustive questionnaire, that seeks to include all the questions encompassed by CSR

It IS a diagnosis based on the perception of the company's management and the facilitator

It IS a tool based on internationally recognised recommendations of CSR promotion measures




                                               Página 1 de 41
Structure of the questionnaire

The questionnaire is organised on the basis of the scheme criteria of the EFQM model, with a slight variation




5 agent criteria

   1. Leadership
   2. Policy and strategy
   3. People
   4. Partnership and resources
   5. Processes


4 Results criteria. The Key Results criterion is not included but it is broken down into two in criterion 8.

   6. Customer Results
   7. People Results
   8a. Environment Results
   8b. Society and other stakeholders' results




                                       R               E

                                 R                                D
                                                 E



                                                 Página 2 de 41
Assessment

The questions in the questionnaire are rated on the basis of the usual rating practice for the EFQM model of
excellence.
Each question is marked with 1 to 10 points.

Moreover, questions not applicable (NA) or not really relevant (NR) to the organisation can be cancelled.


Agent criteria

The questions in the 5 agent criteria are rated while taking into account the REDER continuous improvement
cycle (PDCA cycle)


                                         R              E

                                 R                                 D
                                                  E

  Points                                                     Observation

    1-2      The approach is explicit and solid, and takes in the expectations of the stakeholders

    3-4      The approach is deployed: it ensures compliance with the law and implements isolated actions

    5-6      The approach is deployed: it systematises actions, plans, implements and communicates

    7-8      One rates and learns.

   9-10      One review in order to improve



Criteria of the results

The questions in the 4 results criteria are rated according to the existence of results, their trends, comparisons
and suitability


                                                            C          E
                                     P
                        H                         T

  Points                                                     Observation

    1-2      Results are gathered, measurements are taken
    3-4      The results give   positive values
    5-6      The results reflect the trends to be improved.

    7-8      Results are better when compared with peer organisations.

   9-10      The results are a consequence of the       approach




                                                  Página 3 de 41
How to complete the questionnaire

Each question follows the following format


    4B Recursos económicos y financieros                                                                     area
     2 Dispone de un sistema de gestión económico - financiera bien estructurado, que establece mecanismos
        de auditoría basados en principios reconocidos de buen gobierno asegurando la no existencia de
        salvedades en la auditoría de cuentas.                                                               statement




                                                                                                             observation

                                            R       E
                                                             1   2   3   4   5   6   7   8   9   10 NR NA
                                                                                                             rating
                                        R                D
                                                E            x


1
Observations, evidence, notes... can be inserted in each question. Here it is advisable to include references to
activities or documents that support the rating, as well observations on the particularly solid areas in the
organisation or ones needing to be improved, within the scope of the question.


2
The rating for the question is indicated in the bottom right hand corner.

It is important to maintain the criteria of assigning points, so that the rating can help us detect the strengths
and opportunities for improvement in the organisation.

Important: Always use a lower case "x" when marking, so that it will be properly indicated in the summary
sheet. Remember that you can also choose NR (not relevant) or NA (not applicable), likewise with an "x".



3
Some questions have the following symbol:




These are questions that are not considered so relevant for smaller companies. However, it is up to the
organisation and the facilitator to answer these questions or not.




                                                        Página 4 de 41
Results

There is a SUMMARY with the results of the assessments made at the end of the questionnaire.

This summary helps to pinpoint the areas where the organisation reveals advanced management and good
performance, as well as other areas where there is greater need and potential for improvement.


The results are not presented graphically, nor with a final numeric value, as this is not the purpose of the
questionnaire.




                                               Página 5 de 41
Criterion 1: Leadership
1A CSR knowledge and management of change
 1 Management is aware of the implications that an increase in the demands of social responsibility may
    have on its organisation and manages the changes to avail of opportunities and to mitigate the risks
    implied.




                                           R          E

                                       R                   D    1   2   3   4   5   6   7   8   9      10 NR NA
                                                  E             x

1B Ethical and social responsibility culture
 2 Management has defined the organisation's position with regard to CSR and has communicated the
    same internally and externally.




                                           R          E

                                       R                   D    1   2   3   4   5   6   7   8   9      10 NR NA
                                                  E             x

1C Exemplary conduct
 3 Leaders show an exemplary ethical conduct, are accessible, respond to the people in the organisation
    and participate in the organisation's activities related to its environmental and social impact.




                                           R          E

                                       R                   D    1   2   3   4   5   6   7   8   9      10 NR NA
                                                  E             x




                                           R          E

                                                           D
                                       R       Página 6 de 41
                                           R          E

                                       R                   D
                                                  E



1D Commitment
 4 Management shows its commitment to CSR and has assigned the necessary resources for the gradual
    incorporation of CSR culture into the organisation.




                                           R          E

                                       R                   D    1   2   3   4   5   6   7   8   9   10 NR NA
                                                  E             x
                                           R          E

1E Dialogue with stakeholders        R                D
5 Leaders are actively involved in relations with stakeholders and integrate their needs and expectations in
                                              E

    the organisation's management systems.




                                           R          E

                                       R                   D    1   2   3   4   5   6   7   8   9   10 NR NA
                                                  E             x
                                           R          E

                                       R                   D
                                                  E




                                           R          E

                                       R                   D
                                                  E




                                           R          E

                                                           D
                                       R       Página 7 de 41
Criterion 2: Policy and strategy (planning and management systems)
2A Identifying legal responsibilities and economic/social/environmental impact
 1 It has systematically identified its legal responsibilities with respect to economic, social and
    environmental matters, and guarantees their fulfilment, and analysed the economic, social or
    environmental impact on stakeholders.




                                            R          E

                                        R                   D    1   2   3   4   5   6   7    8   9   10 NR NA
                                                   E             x

2B Analysis of the context
 2 It has identified opportunities and threats (or DAFO analysis- weaknesses, threats, strengths and
    opportunities) deriving from the evolution of the context (regulations, socio-cultural changes, global
    trends, competition, social responsibility requirements, etc.) that may affect its business, availing of
    opportunities to compare with peer organisations in matters relating to CSR, taking measures to
    incorporate this information into the decision-making process.




                                            R          E

                                        R                   D    1   2   3   4   5   6   7    8   9   10 NR NA
                                                   E             x

2C Dialogue with stakeholders
 3 It has identified its stakeholders, prioritised them according to their importance for the organisation and
    has set up communication channels with them for measuring their perceptions, expectations and
    suggestions with sufficient frequency.




                                            R          E

                                        R                   D    1   2   3   4   5   6   7    8   9   10 NR NA
                                                   E             x




                                                Página 8 de 41
                                           R          E

                                       R                   D
                                                  E



2D Management policies and systems
 4 It has framed a CSR policy and strategy, integrated in the whole of the organisation's strategy, that
    tackles priorities to satisfy stakeholders' present and future needs and lay down objectives and goals,
    programmes, indicators and systems for reviewing and adjusting its practices in order to improve its
    impact.




                                           R          E

                                       R                   D    1   2   3   4   5   6   7   8   9   10 NR NA
                                                  E             x
                                           R          E

2E Practices and means for implementing CSR policy
                                  R               D
5 It has deployed means for implementing CSR policy such as, for example, codes of conduct, ethics
                                          E

    committee, CSR management committee or internal and external audits on CSR.




                                           R          E

                                       R                   D    1   2   3   4   5   6   7   8   9   10 NR NA
                                                  E             x

2F Communication and transparency in information
6 Periodically, it provides public information, that is accessible, clear, complete and reliable, on the
                                          R       E
    organisation's performance in economic, social and environmental terms to its stakeholders, e.g. via its
                                                     D
                                          R
    website, sustainability reports, etc.   E




                                           R          E

                                       R                   D    1   2   3   4   5   6   7   8   9   10 NR NA
                                                  E             x
7   It maintains an open dialogue with the community, with investors and analysts and, likewise, with the
    media on delicate, polemic or negative subjects in which the organisation is involved.
                                           R          E

                                       R                   D
                                                  E




                                           R          E

                                       R                   D    1   2   3   4   5   6   7   8   9   10 NR NA
                                                  E             x




                                               Página 9 de 41
                                           R        E

                                       R                D
                                                E



2G Relation with ownership. Good corporate governance
 8 It has a clear ownership structure (shareholders), offering respectful treatment to minority stockholders,
     providing sufficient information that is accessible to ownership, as well as balanced remuneration and
     liquidity of capital.




                                           R        E

                                       R                D     1   2   3   4    5   6   7    8   9   10 NR NA
                                                E             x
 9   It has an adequate governance structure, incorporating practices of balance in the composition of the
                                          R       E
     governing bodies (board), independence of people in charge, transparency and equity in the
                                                        D
                                       R
     remuneration of these people, internal regulations, commission for appointments and/or mechanisms for
                                               E
     preserving the independence of the auditing of accounts.




                                           R        E

                                       R                D     1   2   3   4    5   6   7    8   9   10 NR NA
                                                E             x




                                           R        E

                                       R                D
                                                E




                                           R        E

                                       R                D
                                                E




                                            Página 10 de 41
Criterion 3: People
3A Motivation, acknowledgement and empowerment
 1 It provides opportunities that stimulate commitment and support creative and innovative behaviour
    associated with the organisation's CSR strategy, motivating and facilitating participation of people in
    improvement measures related with CSR and acknowledging said participation.




                                           R       E

                                       R               D     1   2   3   4    5   6    7   8    9   10 NR NA
                                               E             x

3B Recruitment and disassociation
 2 It firmly promotes the creation of new jobs, giving preference to local employment and facilitating the
    acceptance of trainee students.




                                           R       E

                                                       D     1   2   3   4    5   6    7   8    9   10 NR NA
                                       R
                                               E             x
3   It has a personnel selection process using objective and public criteria and culminates in the correct
    taking on of staff.




                                           R       E

                                                       D     1   2   3   4    5   6    7   8    9   10 NR NA
                                       R
                                               E             x
4   It manages disassociations, seeking alternatives to avoid the same or offering advantageous terms in the
    case of undesired disassociation and analysing the causes and opportunities for improvement in the
    cases of voluntary disassociation.




                                           R       E

                                       R               D     1   2   3   4    5   6    7   8    9   10 NR NA
                                               E             x




                                           Página 11 de 41
                                            R       E

                                        R                D
                                                E



3C Job stability, remuneration, incentives and sanctions
 5 It favours the stability of the workforce, permanent employment contracts predominating, guaranteeing
    the existence of an employment contract in all cases and limiting the outsourcing of recruitment
    (Temporary Employment Agencies).




                                            R       E

                                        R                D    1    2   3    4   5    6    7   8    9   10 NR NA
                                                E             x
                                            R       E
6   It provides fair remuneration that is competitive on the market, reducing the salary range, offering
                                                        D
    additional benefits (health schemes, insurance, share in profits...), with working hours at least within legal
                                         R
                                               E
    limits or market agreements.




                                            R       E

                                        R                D    1    2   3    4   5    6    7   8    9   10 NR NA
                                                E             x
7   It has set in motion a system of sanctions and disciplinary measures known by all, which includes the
    possibility to appeal and ensures confidentiality and non-reprisal when filing a complaint
                                            R       E

                                        R                D
                                                E




                                            R       E

                                        R                D    1    2   3    4   5    6    7   8    9   10 NR NA
                                                E             x

3D Training, developing competences and professional development
                                      R       E

 8 It encourages the development ofRthe workforce through training and qualification-recycling which
                                                   D
    likewise includes aspects of the organisation relating to ethics and social and environmental
                                                 E

    responsibility, with a formalised process of management of the professional career known by all of the
    people in the organisation that favours promotion as opposed to outsourcing.




                                            R       E

                                        R   R       E    D    1    2   3    4   5    6    7   8    9   10 NR NA
                                                E
                                                         D    x
                                        R
                                                E




                                            Página 12 de 41
                                            R       E

                                        R                D
                                                E



3E Internal communication and participation of people
9 It identifies internal communication needs and has the channels and tools for bi-directional
    communication between the different levels of the organisation, enabling participation in the decision-
    making that affects them, in improvement activities and in innovation processes, as well as in the
    participation of the personnel in the company ownership.




                                            R       E

                                        R                D    1    2   3    4    5   6    7   8    9   10 NR NA
                                                E             x
                                            R       E

3F Industrial climate                    R              D
                                                 E
10 It looks after the industrial climate by laying down methods for getting to know people's perceptions and
    expectations, improving the distribution of the workload, avoiding an excess of long hours -which are
    paid for- offering instruments for reconciling personal life and work (flexitime, telework...) and offering
    means for making complaints or suggestions and solving conflicts.




                                            R       E

                                        R                D    1    2   3    4    5   6    7   8    9   10 NR NA
                                            R   E   E         x
                                        R                D
                                             E
3G Health and safety at work
11 It ensures a safe and healthy environment, guaranteeing compliance with regulations in relation to the
    Prevention of Occupational Hazards, and implementing prevention plans that include risk assessment
    and the training of people, as well as objectives, functions, means and responsibility in the matter of
    prevention.




                                            R       E
                                                    E
                                            R

                                        R
                                        R
                                                         D
                                                         D    1    2   3    4    5   6    7   8    9   10 NR NA
                                                E
                                                E             x
12 It extends its Prevention of Occupational Hazards activities to the control of subcontracted companies,
    the answer to emergencies, support for people in stressful situations or other aspects that go beyond the
    minimum requisites required.




                                            R       E
                                            R       E

                                        R
                                        R
                                                         D
                                                         D    1    2   3    4    5   6    7   8    9   10 NR NA
                                                E
                                                E             x




                                            Página 13 de 41
                                          R       E

                                      R                D
                                              E



3H Freedom of association and collective bargaining
13 It respects the right to union membership and collective bargaining, it meets periodically with trade
    unions to listen to their suggestions and make enquiries, and guarantees that union representatives are
    not discriminated and have access to the people in the organisation at their place of work.




                                          R       E

                                      R                D    1   2   3   4    5   6   7    8   9   10 NR NA
                                              E             x
                                          R       E

                                                       D
3I Diversity and equality of opportunities E
                                      R

14 It promotes effective equality of opportunities between men and women in all aspects, including access
    to management posts.




                                          R       E

                                      R                D    1   2   3   4    5   6   7    8   9   10 NR NA
                                          R
                                              E
                                                  E
                                                            x
15 It has drawn up policies, plans and/or programmes for the integration and non-discrimination of
                                     R                 D
    disadvantaged groups such as handicapped people, young people seeking their first job, unemployed
                                              E
    people over the age of 45, immigrants or people at risk of social exclusion.




                                          R       E

                                      R                D    1   2   3   4    5   6   7    8   9   10 NR NA
                                          R   E   E         x
                                      R                D
                                           E
3J Human rights
16 It adopts the commitment to comply with the Universal Declaration of Human Rights and has taken
    measures to publicise its commitment among employees and ensure their compliance, guaranteeing
    the non-use of child labour or forced labour and physical, verbal or mental coercion and respecting the
    rights of indigenous communities.




                                          R
                                          R       E
                                                  E

                                      R
                                      R
                                                       D
                                                       D    1   2   3   4    5   6   7    8   9   10 NR NA
                                              E
                                              E             x




                                          Página 14 de 41
Criterion 4: Partnership and resources
4A Partnership
 1 It has identified opportunities for developing strategic partnership with organisations or interest groups for
    improving processes and products throughout the value chain, ensuring the existence of cultural values
    and knowledge shared with organisations in partnership for socially responsible management.




                                            R       E

                                        R                D    1   2   3    4   5    6   7    8   9   10 NR NA
                                                E             x

4B Economic and financial resources
 2 It has a well-structured system of economic and financial management, establishing auditing
    mechanisms based on acknowledged principles of good governance, ensuring the non-existence of
    qualifications in the auditing of accounts.




                                            R       E

                                        R                D    1   2   3    4   5    6   7    8   9   10 NR NA
                                                E             x
3   It meets ethical criteria in the management of economic and financial resources, in the use of profit -
    preferably used to guarantee the continuity of the organisation (investment and reserves) - and in the
    choice of finance companies and investment products.




                                            R       E

                                        R                D    1   2   3    4   5    6   7    8   9   10 NR NA
                                                E
                                                              x

4C Infrastructure and technology
 4 It respects the environment in its management of the maintenance and use of infrastructure, it controls
    and improves the physical and ergonomic conditions of infrastructure and basic services and manages
    the safety of infrastructure, without detriment to individual human rights (privacy, physical integrity…).




                                            R       E

                                        R                D    1   2   3    4   5    6   7    8   9   10 NR NA
                                                E
                                                              x


                                            Página 15 de 41
                                             R       E

                                         R                D
                                                 E

5   It makes use of and develops innovative, alternative and emergent technology that has been evaluated
    in the light of its impact on society and the environment, to this end, cooperating with the supply chain.




                                             R       E

                                         R                D    1   2    3    4   5    6   7    8    9   10 NR NA
                                                 E             x

                                         R           E
4D Management of information and knowledge
 6                                                     by
   It generates a climate of innovation and creativity D means of the identification and dissemination of
                                      R
                                             E
    information and knowledge, the maintenance of said knowledge, the development of new knowledge
    and its use in a productive manner, particularly in matters related to opportunities for creating social and
    environmental responsibility-related values.




                                             R       E
                                                               1   2    3    4   5    6   7    8    9   10 NR NA
                                                          D
                                         R
                                                 E             x

4E Relations with competitors             R      E

7 It establishes relations of respect and collaborationD
                                       R                with competitors, within a framework of free
                                               E
    competition, avoiding unfair competition or collusion with competitors for the establishment of anti-
    competitive practices, respecting intellectual property and collaborating with sectorial organisations.




                                             R       E

                                         R                D    1   2    3    4   5    6   7    8    9   10 NR NA
                                             R   E   E
                                                               x
                                         R                D
                                                 E
4F Relations with public administrations
8 Its relation with public administrations is correct, performing its fiscal duties in a responsible fashion,
    avoiding bribery, corruption and dual accounting practices, collaborating in joint activities (example,
    Local Agenda 21) and being transparent in communicating public aid received, financing of political
    parties and political pressure activities.




                                             R       E
                                             R       E
                                         R                D    1   2    3    4   5    6   7    8    9   10 NR NA
                                         R
                                                 E        D    x
                                                 E




                                             Página 16 de 41
                                           R       E

                                       R               D
                                               E



4G Relations with the local community
 9 It is committed in the long-term with the local community in which it operates, maintaining its production
    centres, minimising the negative impact on the community (noise, emissions, waste, etc.) fomenting a
    smooth relation and providing help, either financial or otherwise, to local agents (associations,
    educational centres...).




                                           R       E

                                       R               D     1   2   3   4    5   6   7    8   9   10 NR NA
                                               E
                                                   E
                                                             x
                                           R
10 It respects the traditional and religious values of the community and promotes cultural values, particularly
                                                       D
    through the integration of Basque as a working language and for relations both inside and outside the
                                      R
                                             E
    organisation.




                                           R       E

                                       R               D     1   2   3   4    5   6   7    8   9   10 NR NA
                                               E             x

                                           R       E

                                       R               D
                                               E




                                           R       E

                                       R               D
                                               E




                                           R       E

                                       R               D
                                               E




                                           Página 17 de 41
Criterion 5: Processes
5A Management of processes
 1 Consideration of the environmental and social impact, as well the expectations of all relevant
    stakeholders, has been included in the definition, reformation or improvement of the processes.




                                           R       E

                                       R                D    1   2    3   4    5   6    7   8    9   10 NR NA
                                               E             x

5B Innovation
 2 It directs innovation towards new forms of management of people, operation in new markets,
    modification of processes and advances in organisation that are respectful of society and the
    environment, stimulating the creative and innovative talent of the people in the organisation, customers,
    partners and other stakeholders, so that innovation contributes to the organisation's strategy for social
    responsibility.




                                           R       E

                                       R                D    1   2    3   4    5   6    7   8    9   10 NR NA
                                               E             x

5C Design and development of products and services
 3 It avails of the creativity, innovation and key competences of the workforce, partners and stakeholders
    to improve products and services or develop new products and services that reduce possible negative
    impact and optimise positive impact on the human and natural environment throughout their entire life
    cycle, and incorporate the present and future expectations of customers and other stakeholders from a
    social and environmental point of view.




                                           R       E

                                       R                D    1   2    3   4    5   6    7   8    9   10 NR NA
                                               E             x
4   It has research programmes on "sustainable" products and/or services and is distinguished for its
    development strategy of this type of product and/or service that is based on an analysis of its life cycle,
    including aspects related to dismounting, reuse, recycling, upgrading and modularity.




                                           R       E

                                       R                D    1   2    3   4    5   6    7   8    9   10 NR NA
                                               E             x



                                           Página 18 de 41
                                            R       E

                                        R                D
                                                E



5D Procurement and outsourcing
 5 Processes have been set up for deciding which activities are outsourced in line with the organisation's
    CSR policy and strategy.




                                            R       E

                                        R
                                            R       E
                                                         D    1    2   3    4   5    6    7   8    9   10 NR NA
                                        R
                                                E        D    x
                                                   E
6   It has identified opportunities for establishing partnerships or collaboration agreements with suppliers in
    order to improve products, processes and services from a social and environmental point of view,
    minimising negative impact and promoting positive impact associated with each stage of the product's
    life cycle offering support to suppliers for their own environmental and social programmes.




                                            R       E

                                        R                D    1    2   3    4   5    6    7   8    9   10 NR NA
                                            R
                                                E   E         x
7   It has introduced mechanisms for evaluating and selecting suppliers and subcontractors, keeping in
                                      R                 D
    mind social and environmental responsibility criteria, and use them when making acquisitions in all of the
                                             E

    organisation's departments, excluding any supplier who does not meet the ethical and/or legal requisites
    and giving preference to products and suppliers from the local market.




                                            R       E

                                        R                D    1    2   3    4   5    6    7   8    9   10 NR NA
                                                E             x
8   It treats suppliers with respect by supplying clear, precise and reliable information on the requisites for
                                            R       E
    purchase and/or subcontracting, under non-abusive payment terms and contractual conditions,
                                                          D
                                          R
    ensuring transparency and moderation in the acceptance of gifts and attentions and managing
                                                 E
    suppliers' complaints.




                                            R       E

                                        R           E    D    1    2   3    4   5    6    7   8    9   10 NR NA
                                            R
                                                E             x
                                        R                D
                                                E




                                            Página 19 de 41
                                          R       E

                                      R                D
                                              E

9   In cases where the organisation holds a dominant and clearly determining position in the supply chain,
    the organisation offers enough conditions of stability and loyalty to suppliers in order to share risks.




                                          R       E

                                      R                D    1   2   3    4   5    6   7    8   9   10 NR NA
                                          R   E   E         x
                                      R                D
                                            E
5E Production-Environment
10 It has communication channels with local organisations, local administrations or ecological organisations
    on matters related to environmental impact and performance of the organisation's activities.




                                          R       E

                                      R                D    1   2   3    4   5    6   7    8   9   10 NR NA
                                          R   E   E         x
11 It has established an environmental management system that ensures compliance with laws on
                                     R            D
    environmental issues, consideration of the E
                                               environmental variable in the organisation's processes, as well
    as prevention and management of environmental risks.




                                          R       E

                                      R                D    1   2   3    4   5    6   7    8   9   10 NR NA
                                              E             x
12 It has taken measures to reduce internal environmental impact within production by minimising input
                                                E
    (consumption of raw materials, water,Renergy, transport, natural resources, containers) and output
    (waste, dumping, emissions and noise), allocating investment for improvements in technology, habits
                                     R                 D
                                              E
    and processes.




                                          R       E

                                      R                D    1   2   3    4   5    6   7    8   9   10 NR NA
                                              E             x
                                          R       E

                                      R                D
                                              E




                                          Página 20 de 41
                                             R       E

                                        R                 D
                                                 E

13 It has taken measures to reduce the environmental impact beyond production, by using renewable and
    ecological resources (energy, raw material), recycling and reuse of waste (including collection of used
    products) and the proper management and treatment of waste (including hazardous waste).




                                             R       E

                                        R                 D    1   2    3   4    5   6    7    8   9   10 NR NA
                                                 E             x
                                            R        E
14 It seeks the most efficient logistics options for the transport and distribution of goods, reducing the use of
    transport and its environmental impact.
                                      R                   D
                                                 E




                                             R       E

                                        R                D     1   2    3   4    5   6    7    8   9   10 NR NA
                                                 E             x
15 It takes into account the protection of the habitats in which it develops its activity, by protecting soils,
    water and affected species, particularly in protected areas or sensitive areas.
                                             R       E

                                        R                 D
                                                 E




                                             R       E

                                                          D
                                                               1   2    3   4    5   6    7    8   9   10 NR NA
                                         R
                                                 E             x

5F Marketing and commercialisation
16 It provides clear, precise and reliable information on the products and/or services in the labelling or other
    related documents, including social and environmental aspects and including after-sales obligations.
                                             R       E

                                        R                 D
                                                 E




                                             R       E

                                        R                 D    1   2    3   4    5   6    7    8   9   10 NR NA
                                                 E             x
                                             R       E

                                        R                 D
                                                 E




                                             Página 21 de 41
                                           R       E

                                       R                D
                                               E

17 It promotes its products and/or services through advertising that does not create a deceptive image,
    does not project messages that could be considered offensive, nor does it use undesired advertising
    means (spam, fax…).




                                           R       E

                                       R                D    1   2    3   4   5    6   7    8   9   10 NR NA
                                           R       E
                                               E             x
                                       R                D
                                               E
5G Relations with customers and dissemination of CSR
18 It is actively involved with its customers (by means of polls or other communication channels) to get to
    know their degree of satisfaction, their expectations, needs or concerns, from the social and
    environmental points of view too, in relation to the impact of its operations, products and/or services.




                                           R       E

                                       R                D    1   2    3   4   5    6   7    8   9   10 NR NA
                                           R       E
                                               E             x
                                                       D
19 It duly satisfies customers' demands as regards social and environmental aspects, attending to and
                                      R
                                              E
    solving customers' claims, successfully passing the audits on environmental, safety and quality issues to
    which it is subjected, offering adequate protection for personal data and ensuring the safety and health
    of customers during use of the organisation's products or services.




                                           R       E

                                       R                D    1   2    3   4   5    6   7    8   9   10 NR NA
                                               E             x
                                          R       E
20 It treats customers with respect, and favours dialogue and arbitration as a formula for understanding,
    avoiding any offensive treatment of debt, guaranteeing the honour and quality of all contracts and
                                     R               D
                                              E
    agreements, ensuring transparency and moderation in the payment of gifts and attentions and rejecting
    any customer showing conduct discordant with CSR strategy in the organisation.




                                           R       E

                                       R
                                           R       E    D    1   2    3   4   5    6   7    8   9   10 NR NA
                                       R
                                               E
                                                        D    x
                                               E




                                           Página 22 de 41
                                           R       E

                                       R               D
                                               E

21 It has identified opportunities for setting up partnership or collaboration agreements with customers to
    improve processes, products and services from the social and environmental points of view, providing
    advisory services to the customer on the responsible use of products and/or services and raising
    customers' awareness in environmental and social aspects.




                                           R       E

                                       R               D     1   2   3   4   5    6   7   8    9   10 NR NA
                                               E             x
                                           R       E

                                       R               D
                                               E




                                           R       E

                                       R               D
                                               E




                                           R       E

                                       R               D
                                               E




                                           R       E

                                       R               D
                                               E




                                           Página 23 de 41
Criterion 6: Customer results
MEANS OF PERCEPTION
6A Collaboration with customers
 1 It may include:
   - Satisfying customers' needs or concerns, from the social and environmental points of view too
   - Collaborating with customers in the new or improved design of products, processes, technology, etc.
   that afford greater value to customers and reduce possible negative impact while optimising positive
   impact.




                                                   E
                             P
                                           C               1   2   3    4   5   6    7   8    9   10 NR NA
                       H             T
                                                           x

6B Information to customers
 2 It may include:
   - Perception of the clarity, precision and reliability of the information on products
   - Clarity and reliability of labels
   - Communication on the social and environmental benefits of its products and services
   - Advice on the responsible use of products and services to avoid and minimise negative impact
   - Use of non-deceptive and respectful advertising campaigns
   - Use of undesired advertising (spam, fax…)
   - Responsible use of social marketing (marketing with a cause).




                                                   E
                             P
                                           C               1   2   3    4   5   6    7   8    9   10 NR NA
                       H             T
                                                           x

6C Relation with customers
 3 It may include:
   - Honour and quality in all contracts, agreements and advertising with customers
   - Transparency and moderation in the policy of gifts and attentions to customers - Customer service (after-
   sale) and complaints
   - Solving conflicts with customers (dialogue, arbitration or agreements) - Respectful treatment of debt of
   customers
   - Safety of customer when using the products or services.




                                                   E
                             P
                                           C               1   2   3    4   5   6    7   8    9   10 NR NA
                       H             T
                                                           x




                                         Página 24 de 41
                                           C       E
                             P
                       H             T




PERFORMANCE INDICATORS
6E Relation with customers
4 It may include:
   - Response to audits on the environment, safety and quality to which it is subjected by customers
   - Evaluation and selection of customers taking into account social and environmental responsibility
   criteria
   - Protection of customers' personal data
   - Customer service (after-sales) and complaints
   - Preference for customers in local context
   - Activities for disseminating CSR among customers.




                                           C       E
                             P                     E
                       H             T
                             P
                                           C               1   2   3   4   5    6   7   8    9   10 NR NA
                       H             T
                                                           x

6F Products and marketing
5 It may include:
   - Labelling conforming to prevailing laws
   - Impact of products and/or services and its production processes on customers and on their health
   - Bringing marketing and advertising campaigns into line with the law and sectorial codes of conduct
   - Effectiveness of marketing and commercialisation activities linked to CSR
   - Safety of customer during use of products or services
   - Control of non-conforming products.




                                           C       E
                             P
                       H             T
                                                   E
                             P
                                           C               1   2   3   4   5    6   7   8    9   10 NR NA
                       H             T
                                                           x




                                           C       E
                             P
                       H             T




                                         Página 25 de 41
Criterion 7: People results
MEANS OF PERCEPTION
7A Motivation and industrial climate
 1 It may include:
    - Satisfying people's expectations, needs or concerns, from the social and environmental points of view
    too
    - Framework of respect in human relations
    - Use of people's talent and capabilities to develop processes, technology, products, etc.
    - Offering opportunities and support for creative and innovative behaviour
    - Balanced distribution of the workload.




                                                      E
                               P
                                             C                1   2   3    4   5    6   7    8    9   10 NR NA
                         H             T
                                                              x

7B Recruitment and disassociation
 2 It may include:
    - Use of objective and public criteria as well as a professional process in the selection of personnel.
    - Proper welcome to people taken on
    - Analysis of the reasons for voluntary disassociation
    - Treatment of people in the case of non-voluntary disassociation.




                                                      E
                               P
                                             C                1   2   3    4   5    6   7    8    9   10 NR NA
                         H             T
                                                              x

7C Remuneration and social benefits
 3 It may include:
    - Equity and competitiveness in remuneration
    - Offer and distribution of supplementary benefits (health schemes, accident insurance, playschools,
    etc.)




                                                      E
                               P
                                             C                1   2   3    4   5    6   7    8    9   10 NR NA
                         H             T
                                                              x




                                            Página 26 de 41
                                            C       E
                              P
                       H              T



7D Incentives, acknowledgement and sanctions
 4 It may include:
   - Criteria for the distribution of incentives and assessment of professional performance
   - Acknowledgement of people's contribution to the CSR agenda
   - Guaranteed treatment following sanctions and disciplinary measures
   - Confidentiality and non-reprisal for filing complaints.




                                                    E
                              P
                                            C               1   2   3    4   5    6   7       8   9   10 NR NA
                       H              T
                                                            x

7E Training and professional development
5 It may include:
   - Access to training and internal and external qualification-recycling
   - Possibilities for professional development and internal promotion
   - Information on the functions of each position and hierarchical and functional dependencies
   - Creativity and innovation by means of knowledge management (generation, dissemination,
                                                     E
   maintenance, development and use), in matters related to CSR too.
                                             C
                              P
                       H              T




                                                    E
                              P
                                            C               1   2   3    4   5    6   7       8   9   10 NR NA
                       H              T
                                                            x

7F Participation
6 It may include:
   - The possibility to participate in the development of policies, strategies and human resources plans
   - Capitalisation and improvement of people's capabilities and competences for implementing CSR
   strategy
   - Communication channels and issuing suggestions or complaints
                                               C       E
   - Support for the internal orPexternal involvement of people in social or environmental matters related
                          H              T
   with the organisation's responsibilities for the same.




                                                    E
                              P
                                            C               1   2   3    4   5    6   7       8   9   10 NR NA
                       H              T
                                                            x


                                            C       E
                              P
                       H              T




                                          Página 27 de 41
                                            C       E
                             P
                       H              T



7G Communication
 7 It may include:
   - Communication of the organisation's social and environmental policy
   - Transparency in the communication of results and economic forecasts
   -Internal information prior to external communication.




                                                    E
                             P
                                            C               1   2   3   4    5   6    7   8   9   10 NR NA
                       H              T
                                                            x

7H Prevention of occupational hazards
 8 It may include:
   - Existence of a safe and healthy environment
   - Suitability of the physical and ergonomic conditions of the infrastructure and basic services
   - Participation of the people of the organisation in the drawing up of the POH policy and its monitoring
   - Communication and internal information on POH.

                                            C       E
                             P
                       H              T




                                                    E
                             P
                                            C               1   2   3   4    5   6    7   8   9   10 NR NA
                       H              T
                                                            x

7I Human rights
9 It may include:
   - The use of forced labour (against the worker's will, associated with the payment of debts, withholding of
   identity cards or the worker's legal situation)
   - Behaviour implying exploitation, mental or physical coercion, verbal abuse, threats or sexual
   harassment
   - Possibility to train in practices related to Human Resources, including security personnel.
                                            C       E
                             P
                       H              T




                                                    E
                             P
                                            C               1   2   3   4    5   6    7   8   9   10 NR NA
                       H              T
                                                            x




                                            C       E
                             P
                       H              T




                                          Página 28 de 41
                                            C       E
                              P
                        H             T




PERFORMANCE INDICATORS
7J Creation, stability and quality of jobs
10 It may include:
    - Creation of new jobs
    - Stability in the workforce
    - Types of employment contract tending to stability
    - Compliance with the law in matters relating to hiring, including immigrant staff
    - Restriction of the outsourcing of recruitment (Temporary employment agencies)
    - Preference to local employment
    - Taking on and access to the workforce of trainee students (offer of first job).




                                                    E
                              P
                                            C               1    2   3   4   5    6      7   8   9   10 NR NA
                        H             T
                                                            x

                                                    E
7K Remuneration and social benefits
                        P
                                            C
                   H           T
11 It may include:
    - Remuneration conditions
    - Characteristics of working hours
    - Salary range
    - Existence of supplementary benefits (health schemes, accident insurance, playschools, etc.)
    - Improvements in retirement and/or early retirement.




                                                    E
                              P
                                            C               1    2   3   4   5    6      7   8   9   10 NR NA
                        H             T
                                                            x

                                     C              E
7L Training and professional development
                           P
                     H           T
12 It may include:
    - Investment in training and qualification-recycling
    - Attention to the development of the professional career.




                                                    E
                              P
                                            C               1    2   3   4   5    6      7   8   9   10 NR NA
                        H             T
                                                            x


                                            C       E
                              P
                        H             T




                                          Página 29 de 41
                                             C       E
                               P
                        H              T



7M Participation and acknowledgement
13 It may include:
    - Participation in decision-making
    - Participation in improvement activities and innovation processes
    - Participation in company ownership
    - Efficacy of the communication channels and framing suggestions or complaints
    - Internal complaint on cracks in principles, values and ethics of the organisation
    - Acknowledgement of people's contribution to the CSR agenda.




                                                     E
                               P
                                             C               1   2   3   4    5   6       7   8   9   10 NR NA
                        H              T
                                                             x

7N Industrial climate
14 It may include:
    - Court action taken by people against the organisation
    - Union membership and collective bargaining E
                                            C
    - Existence and treatment of overtime
                              P
                         H             T
    - Reconciling work and family life
    - Absenteeism rates.




                                                     E
                               P
                                             C               1   2   3   4    5   6       7   8   9   10 NR NA
                        H              T
                                                             x

7O Health and safety at work
15 It may include:
    - Participation in drawing up Prevention of Occupational Hazards policy and its follow-up
    - Sanctions for breach of the Health and Safety at Work regulations
                                                     E
                                              C
    - Effectiveness of theHPrevention ofT Occupational Hazards activities
                                P
    - Training in the Prevention of Occupational Hazards
    - Control of subcontracted companies for the management of Occupational Hazards.




                                                     E
                               P
                                             C               1   2   3   4    5   6       7   8   9   10 NR NA
                        H              T
                                                             x

                                             C       E
                               P
                        H              T




                                           Página 30 de 41
                                          C       E
                             P
                       H            T



7P Integration
16 It may include:
    - Employment of disabled people (or compensating measures) and accessibility to the premises
    - Gender diversity, in management positions as well, and equity in working conditions
    - Employment of young people seeking their first job and the unemployed over the age of 45
    - Employment and welcome of immigrants
    - Adapting to people's diversity and different cultures
    - Employment of people at risk of social exclusion
    - Child labour (under 16).




                                                  E
                             P
                                          C               1   2   3   4   5   6   7   8   9   10 NR NA
                       H            T
                                                          x



                                          C       E
                             P
                       H            T




                                          C       E
                             P
                       H            T




                                          C       E
                             P
                       H            T




                                        Página 31 de 41
Criterion 8a: Environment results
MEANS OF PERCEPTION
8aA Readiness to improve
 1 It may include:
    - Encouraging stakeholders to collaborate in the proposal for environmental improvements
    - Receptivity to communication with parties interested in its environmental performance
    - Attention to the design and development of products and/or services and production processes with
    reduced environmental impact.




                                                         E
                             P
                                             C                1   2   3   4   5   6   7   8   9   10 NR NA
                       H                T
                                                              x

8aB Image and environmental impact
 2 It may include:
    - Opinion of the local community of the organisation's conduct as regards the environment
    - Maintenance and use of infrastructure.




                                                     E
                            P
                                            C                 1   2   3   4   5   6   7   8   9   10 NR NA
                      H             T
                                                              x

PERFORMANCE INDICATORS
8aC Planning and management
 3 It may include:
    - Sanctions for breach of prevailing environmental legislation
    - Expenditure on environment-related improvements
    - Communication and consultation with parties interested in conduct as regards the environment
    - Effectiveness of the environmental management system
    - Measurement and control of environmental impact
    - Environmental training of the workforce.




                                                     E
                                             C                1   2   3   4   5   6   7   8   9   10 NR NA
                             P
                       H                T
                                                              x




                                            Página 32 de 41
                                              C       E
                              P
                        H               T



8aD Consumption of raw materials and energy
 4 It may include:
    - Overall consumption of raw materials, water, energy and containers
    - Consumption of environment-friendly, reusable and recycled inputs
    - Consumption with logistics aims.




                                                          E
                               P
                                               C               1   2   3   4   5   6   7   8   9   10 NR NA
                        H               T
                                                               x

8aE Emissions and waste
 5 It may include:
    - Overall generation of waste, emissions and noise
    - Waste recycling rates
    - Treatment and dumping of waste rates (including hazardous waste).
                                                    E
                                              C
                              P
                        H               T




                                                      E
                              P
                                              C
                                                               1   2   3   4   5   6   7   8   9   10 NR NA
                        H               T
                                                               x

8aF Protection of biodiversity
 6 It may include:
    - Effects on water
    - Effects on soils                                E
                                             C
                        habitats.
    - Impact on natural H    P
                                    T




                                              C           E
                              P                                1   2   3   4   5   6   7   8   9   10 NR NA
                        H               T
                                                               x

8aG Environment-friendly and sustainable products
 7 It may include:
    - Development of environment-friendly and/or sustainable products and services.




                                              C       E
                              P                        E
                        H
                               P
                                        T     C                1   2   3   4   5   6   7   8   9   10 NR NA
                         H               T
                                                               x




                                             Página 33 de 41
Criterion 8b: Society and other stakeholders'
results
MEANS OF PERCEPTION
8bA Relations with the community and social organisations
 1 It may include:
    - Satisfaction of expectations, needs or concerns
    - Organisation's public image
    - Transparency and openness to dialogue
    - Respect for cultural values and promotion of the Basque language.




                                                     E
                               P
                                             C               1   2   3    4   5   6    7   8    9   10 NR NA
                        H             T
                                                             x

8bB Relations with shareholders - investors - good governance
 2 It may include:
    - Satisfaction of expectations, needs or concerns
    - Transparency, seamless communication and openness to dialogue
    - Treatment of minority shareholders
    - Composition of government structure.




                                                             1   2   3    4   5   6    7   8    9   10 NR NA
                                                             x

8bC Relations with suppliers
 3 It may include:
    - Satisfaction of expectations, needs or concerns, including payment terms, stability of relation and
    implication in risk
    - Transparency, fluid communication and openness to dialogue
    - Selection of suppliers, in keeping with social-environmental criteria
    - Policy of acceptance of gifts.




                                                             1   2   3    4   5   6    7   8    9   10 NR NA
                                                             x




                                           Página 34 de 41
8bD Relations with competitors
 4 It may include:
    - Fluid communication and readiness to collaborate
    - Respect for the rules of free competition.




                                                             1    2   3    4   5    6   7    8   9   10 NR NA
                                                             x

8bE Relations with public administrations
 5 It may include:
    - Fluidity and transparency in social and environmental information
    - Openness to dialogue and collaboration
    - Conduct in ethics-related matters (public aid, financing of political parties, bribery and corruption
    practices).

                                             C       E
                               P
                        H              T




                                                             1    2   3    4   5    6   7    8   9   10 NR NA
                                                             x

PERFORMANCE INDICATORS
8bF Compliance with the law
 6 It may include:
    - Existence of lawsuits and sanctions
    - Accounting qualifications
    - Compliance with fiscal obligations
    -Safety and environmental impact of products and services.




                                                             1    2   3    4   5    6   7    8   9   10 NR NA
                                                             x




                                           Página 35 de 41
8bG Planning and management of CSR
 7 It may include:
    - Financial and human resources assigned to the management of CSR
    - Effectiveness of the CSR management system.




                                                            1   2   3    4   5   6    7   8    9   10 NR NA
                                                            x

8bH Impact on the community
 8 It may include:
    - Socio-economic effects (employment, wealth…) of its activities on the region in which it operates
    - Economic, social and environmental impact of its activities on the local community in which it is doing
    business
    - Innovation as a source of permanence and growth of the organisation
    - Use of profits to guarantee the organisation's continuity (investment and reserves)
                                                      E
    - Long-term permanence of production C
                                P             centres in the area in which they operate
                          H             T
    - Contributions(sponsorship, patronage…) in money or kind to the development of the communities in
    which they operate
    - Relations with local agents.




                                                            1   2   3    4   5   6    7   8    9   10 NR NA
                                                            x

8bI Communication
 9 It may include:
    - Scope of the communication of the organisation's performance and activities in CSR
    - Facility of contact and dialogue on social and environmental aspects
    - Raising awareness of CSR among stakeholders.




                                                            1   2   3    4   5   6    7   8    9   10 NR NA
                                                            x




                                          Página 36 de 41
8bJ Relations with suppliers
 10 It may include:
    - Respect for contractual terms and conditions agreed
    - Relation with suppliers who are in breach of labour and environmental laws
    - Evaluation and selection of its suppliers and subcontractors taking into account CSR criteria RSE
    - Collaboration with suppliers for social and environmental improvement and support for suppliers in their
    own programmes
    - Management of complaints by suppliers on negative social and environmental impact
    - Dependence on suppliers
    - Preference for products and suppliers from the local market
    - Stability and loyalty to suppliers for sharing risk.




                                                              1   2    3   4    5    6   7       8   9   10 NR NA
                                                              x
                                              C       E
                               P
                         H             T
8bK Transparency and good governance
 11 It may include:
    - Composition of the government structure
    - Remuneration of the board members and senior management
    - Transparency of information to ownership (shareholders)
    - Transparency as regards financing of political parties and political pressure activities
    - Communication of public aid received.




                                                              1   2    3   4    5    6   7       8   9   10 NR NA
                                                              x




                                            Página 37 de 41
ASSESSMENT SUMMARY
Criterion 1: Leadership
1A   Knowledge of CSR and management of change                                     1
1B   Ethical and social responsibility culture                                     1
1C   Exemplary conduct                                                             1
1D   Commitment                                                                    1
1E   Dialogue with stakeholders                                                    1

Criterion 2: Policy and strategy (planning and management systems)
2A   Identifying legal responsibilities and economic/social/environmental impact   1
2B   Analysis of the context                                                       1
2C   Dialogue with stakeholders                                                    1
2D   Policies and management systems                                               1
2E   Practices and means for implementing policy on CSR                            1
2F   Communication and transparency of information
     Information                                                                   1
     Dialogue                                                                      1
2G Relations with ownership. Good corporate governance
     Structure of ownership                                                        1
     Structure of governance                                                       1


Criterion 3: People
3A Motivation, acknowledgement and empowerment                                     1
3B Recruitment and disassociation
     Job creation                                                                  1
     Selection personnel                                                           1
     Disassociation                                                                1
3C Work stability, remuneration, incentives and sanctions
     Work stability                                                                1
     Work and salary conditions                                                    1
     Sanctions and disciplinary measures                                           1
3D   Training, developing competences and professional development                 1
3E   Internal communication and participation of people                            1
3F   Industrial climate                                                            1
3G   Health and safety at work
     Prevention of occupational hazards in the organisation                        1
     Extension of prevention of occupational hazards                               1
3H Freedom of association and collective bargaining                                1
3I Diversity and equality of opportunities
     Gender                                                                        1
     Disadvantaged groups                                                          1
3J Human rights                                                                    1




                                             Página 38 de 41
Criterion 4: Partnership and resources
4A Partnership                                                 1
4B Economic and financial resources
     Economic and financial management system                  1
     Management of economic and financial resources            1
4C Infrastructure and technology
     Maintenance of infrastructure                             1
     Innovative technologies                                   1
4D   Management of information and knowledge                   1
4E   Relations with competitors                                1
4F   Relations with public administrations                     1
4G   Relations with local community
     Commitment with local community                           1
     Respect for community values                              1


Criterion 5: Processes
5A Management of processes                                     1
5B Innovation                                                  1
5C Design and development of products and services
     Use of stakeholders' capabilities                         1
     "Sustainable products and/or services                     1
5D Procurement and outsourcing
     Subcontracting decision                                   1
     Collaboration with suppliers                              1
     Selection of suppliers                                    1
     Treatment of suppliers                                    1
     Loyalty to suppliers                                      1
5E Production-Environment
     Communication channels                                    1
     Environmental management system                           1
     Reduction of internal environmental impact                1
     Reduction of external environmental impact                1
     Efficient logistics options                               1
     Protecting habitats                                       1
5F Marketing and commercialisation
     Information on products                                   1
     Advertising                                               1
5G Relations with customers and dissemination of CSR
     Customers' expectations                                   1
     Customers' demands                                        1
     Treatment of customers                                    1
     Collaboration with customers                              1




                                             Página 39 de 41
Criterion 6: Customer results

MEANS OF PERCEPTION
6A Collaboration with customers                             1
6B Information to customers                                 1
6C Relation with customers                                  1
PERFORMANCE INDICATORS
6E Relation with customers                                  1
6F Products and marketing                                   1

Criterion 7: People results

MEANS OF PERCEPTION
7A    Motivation and industrial climate                     1
7B    Recruitment and disassociation                        1
7C    Remuneration and social benefits                      1
7D    Incentives, acknowledgements and sanctions            1
7E    Training and professional development                 1
7F    Participation                                         1
7G    Communication                                         1
7H    Prevention of occupational hazards                    1
 7I   Human rights                                          1
PERFORMANCE INDICATORS
7J    Creation, stability and quality of jobs               1
7K    Remuneration and social benefits                      1
7L    Training and professional development                 1
7M    Participation and acknowledgement                     1
7N    Industrial climate                                    1
7O    Health and safety at work                             1
7P    Integration                                           1




                                          Página 40 de 41
Criterion 8a: Environmental results

MEANS OF PERCEPTION
8aA Readiness to improve                                         1
8aB Image and environmental impact                               1
PERFORMANCE INDICATORS
8aC   Planning and management                                    1
8aD   Consumption of raw materials and energy                    1
8aE   Emissions and waste                                        1
8aF   Protecting biodiversity                                    1
8aG   Environment-friendly and sustainable products              1

Criterion 8b: Society and other stakeholders' results

MEANS OF PERCEPTION
8bA   Relations with the community and social organisations      1
8bB   Relations with shareholders - investor - good governance   1
8bC   Relations with suppliers                                   1
8bD   Relations with competitors                                 1
8bE   Relations with public administrations                      1
PERFORMANCE INDICATORS
8bF   Compliance with the law                                    1
8bG    Planning and management of CSR                            1
8bH   Impact on the community                                    1
8bI   Communication                                              1
8bJ   Relations with suppliers                                   1
8bK   Transparency and good governance                           1




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