Huawei 2011 Annual Report Download - page 99

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94
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Stakeholder Communication
Aim:
■To strengthen the management of stakeholder
inclusiveness through consultation and communication
■To incorporate stakeholders' viewpoints into our
business approaches and activities
■To enhance perception management and continue to
improve customer satisfaction
A new focus of our CSR strategy is to regard stakeholder
communication as a critical factor in all of our operations.
Our goal is to continuously engage with our internal and
external stakeholders to understand their views and
address them by incorporating the issues raised into
our business strategy and operations. In the future, we
will be expanding the scope and scale of stakeholder
communication, highlighting stakeholders' participation
in our business.
Case: Communication with Customers
For years, Huawei has been putting customers rst. We
strive to provide high-quality products and responsive
services while driving down operating costs. Satisfying
customer needs is our top priority. We help customers
enhance their competitiveness and profitability. In
addition, we will continue to take steps to establish a
global customer satisfaction management system.
Huawei has set up regions and representative offices in
major countries across all continents. We listen attentively to
customers and better understand their needs by establishing
multi-layer customer-facing organizations and lines of
communication, as well as through activities such as open
discussions, annual meetings, third-party satisfaction surveys,
service hotlines, receptions for customers who come to audit
Huawei, summits, and routine visits.
Safe Operations
Aim:
■To comply with the "Safety First, Prevention First"
principle relating to occupational health & safety
■To systematically identify hazards, assess risks, and
implement control measures to ensure sustainable
development
Huawei develops its management processes and
operation guides and implements its occupational
health and safety management system to prevent
accidents in many areas, such as manufacturing, project
delivery, infrastructure, reghting, vehicle security, and
food safety.
Case: Manufacturing Safety
In 2011, Huawei promoted its "I Want Safety"
management concept throughout its manufacturing
departments. This strategy involved establishing a multi-
level safe manufacturing inspection model in multiple
locations and implementing regulations and policies. In
2011, only four minor accidents occurred. There were
no serious accidents. The injury rate in 2011 was 0.15
per million labor hours. Over the past three years, the
accident occurrence rate has been signicantly reduced.
Safety awareness training at manufacturing site
For more information about Huawei's CSR, see the 2011
Huawei Corporate Sustainability Report.
Corporate Social Responsibility