Chrysler 2012 Annual Report Download - page 103

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Fully aware of the impact that its activities have on local
communities and suppliers, the Group endeavors, where
possible, to purchase direct materials from local suppliers. This
supports the development of the local economy and enhances
the competitiveness of companies throughout the supply chain.
As part of the process of continuous improvement, the Group’s
World Class Manufacturing Purchasing function, in collaboration
with the World Class Manufacturing (WCM) organization,
continued to work in an advisory capacity with suppliers intending
to apply WCM methods. During the year, the number of supplier
plants implementing WCM, one of the highest production
standards in the world, increased to 216. In NAFTA, employees
from some 450 supplier plants participated in training programs
with the objective of extending the WCM methodology to the
entire supply chain.
Dealer and Service Network
Development of the expertise and know-how of salespeople,
technicians and after-sales personnel in the dealer network is an
essential element in the Group’s commitment to constructing an
open, interactive dialogue with customers. Dealers and their staff
represent one of the most important channels for establishing and
building customer trust and satisfaction. The aim of the Group’s
extensive and diversified training program is both to support the
professional development of personnel in the sales network and
enable them to play an even greater role in building the image and
reputation of the Group.
As part of the process of continuous improvement in the quality of
services provided by the dealer network, during 2012 Fiat Group
provided over 6.2 million hours of training to more than 165,000
technicians and sales staff.
Local Communities
The Group operates with the conviction that it has a moral responsibility to contribute positively to the development and wellbeing of
local communities. During 2012, the Group committed an estimated €21 million13 in resources to local communities.
In addition to direct financial contributions and donations in kind – where permitted by company policy – Fiat Group also supports
local communities by encouraging employees to participate directly in volunteer activities during working hours.
(13) Based on non-accounting data and calculation methods. Also includes estimates. Amounts in currencies other than euros were converted at the average
exchange rate for the year to 30 November 2012. Excludes initiatives whose sole purpose is promoting brand image. Includes all Fiat Group companies
worldwide.
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