Our key impacts, risks & opportunities

Based on the assessments of the Corporate Responsibility Committee and the work of our corporate responsibility consultants, we have identified the following areas of risk and opportunity for our businesses as well as the relevant stakeholder audiences for each of these areas, mapped to Global Reporting Initiative (GRI) performance indicators as follows:

	Customers	Investors	Employees	Suppliers	Communities	NGO
Creativity & Craftsmanship • Practices related to customer satisfaction, including results of surveys measuring customer satisfaction
Customer trust • Practices related to customer satisfaction, including results of surveys measuring customer satisfaction
Quality Control • Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services
Maintaining Confidence in the Supply Chain • Percentage of significant suppliers and contractor that have undergone risk assessment on human rights
Corporate Citizenship • Economic value generated and distributed including revenues, operating costs, employee compensation, donations and other community investments, retained earnings and payments to capital providers and to governments by way of taxation
Training for Excellence • Total workforce by employment type and region • Total number and rate of employee turnover by age group, gender and region • Average hours of training per year per employee by employee category • Percentage of employees receiving regular performance and career development reviews
Health & Safety • Rates of injury, occupational diseases, lost days, and absenteeism and number of work-related fatalities by region
Environmental Impact • Financial implications and other risks and opportunities for the organisation’s activities due to climate change • Direct Energy consumption by primary source • Indirect Energy consumption by primary source • Total water withdrawal by source • Description of significant impacts of activities, products and services on biodiversity in protected areas and areas of high biodiversity value outside protected areas • Total direct and indirect GHG emissions by weight • Other relevant indirect GHG by weight • Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with environmental laws and regulations

Traditionally, responsibility for monitoring performance in these areas has been devolved to individual Maisons and regions and a group position has not been collated. For some of the measures in the table we already report data. For other measures, we will look at their materiality in a group context and the feasibility of establishing those indicators not yet reported as group measures of performance. We expect the process to be evolutionary with gradual progress in improving the reporting.