| Stakeholder |
Corporate function¹ |
Tools and interaction channels |
Stakeholder expectations |
Ref. |
 |
 |
|
Public institutions: government, local authorities, public agencies, regulatory bodies, EU institutions, trade associations and non-governmental organizations | |
|
|
|
periodic ad hoc meetings on corporate objectives and decisions |
|
|
participation in working groups, development of joint projects and alliances |
|
|
ad hoc involvement |
|
|
initiatives to promote environmental issues | |
|
|
responsiveness and proactiveness towards projects presented |
|
|
collaboration and access to information |
|
|
technical support on specific industry-related issues | |
Go  |
|
|
|
The Environment | |
|
|
|
dialogue with institutions and environmental associations |
|
|
community Town Halls |
|
|
dialogue with government agencies on develpment of regulations |
|
|
industry groups | |
|
|
inclusion of environmental aspects in business strategies (combating climate change) |
|
|
strengthening of environmental management through: dedicated organizational structure, environmental performance monitoring systems, management objectives and action plans | |
Go |
|
|
|
Employees | |
|
|
|
daily dialog |
|
|
people satisfaction surveys |
|
|
meetings to communicate expected and actual performance level and professional development path |
|
|
employee Town Halls |
|
|
Employees Resource Groups (ERG) |
|
|
Diversity Work Streams | |
|
|
clarity of organization and protection in periods of market uncertainty |
|
|
clarity of objectives and reward system |
|
|
information on Group strategies and results |
|
|
training and professional development |
|
|
stimulating and safe work environment |
|
|
promoting diversity and inclusion in the workforce | |
Go |
 |
|
|
Professional organizations and associations | |
|
|
|
meetings to share and align with corporate objectives and decisions | |
|
|
indirect participation in the decision-making process |
|
|
developing sense of belonging |
|
|
access to information | |
Go |
|
|
|
Employees’ families | |
|
|
|
participation initiatives (Children's Christmas, Family Day, etc.) |
|
|
targeted initiatives (nursery school, scholarships programs, company-provided health plans) | |
|
|
indirect participation in corporate life | |
Go  |
|
|
|
Trade unions and employee representatives | |
|
|
|
institutional meetings (European Works Council – EWC) and other meetings at all levels (plant/company, regional/natinal) pursuant to legal or contractual provisions |
|
|
trilateral meetings (company, trade unions and government bodies) on matters of particular importance |
|
|
ad hoc meetings at plant, company, regional or national level | |
|
|
social dialogue in line with the applicable legal or contractual provisions under which – from time to time and dependent on the country, the matters at issue and the level of dialogue – trade unions or employee representatives are entitled to information, consultation and/or negotiation | |
Go |
|
|
|
Dealer and service network, associations | |
|
|
|
daily contacts and periodic meetings with the network |
|
|
two-way communication through the web and dedicated phone lines |
|
|
individuals responsible for monitoring the network and ensuring fulfillment of contractual standards |
|
|
dealer development programs |
|
|
programs to support dealers and potential delears, including training, definition of standards, financing and promotional campaigns | |
|
|
complete and rapidly accessible product information |
|
|
business profitability |
|
|
developing sense of belonging |
|
|
quality and availability of products/parts/services |
|
|
competitive prices |
|
|
expansion of product lines |
|
|
expansion of financial and non-financial services offered |
|
|
support services for dealers and rapid response to breakdowns | |
Go |
|
|
|
Prospective and existing customers, and opinion leaders | |
| |
Marketing and Customer Care | |
|
|
market research (concept test, clinic test, image and awareness survey, focus group) |
|
|
customer satisfaction surveys (sales and after-sales) |
|
|
above and below-the-line communication channels |
|
|
two-way communication through: web, social media (twitter, facebook, blogs), direct mailing, dealerships, etc. |
|
|
events (product launches, etc.) and participation in exhibitions, trade fairs and conventions
|
|
|
owner events
|
|
|
sponsorships
|
|
|
|
quality, reliability and safety of products |
|
|
competitive prices and availability of credit |
|
|
sustainability in business choices and product development (reduced consumption and emission levels, access to restricted areas, possible utilization of state and regional incentives) |
|
|
speed and efficiency of assistance |
|
|
professionalism and courteousness in direct contacts and through dealers |
|
|
expansion of financial and non-financial services offered |
|
|
developing sense of belonging | |
Go |
|
|
|
Suppliers and commercial partners | |
|
|
|
daily relationship through buyers |
|
|
conventions |
|
|
technology days |
|
|
supplier Town Halls |
|
|
sector groups |
|
|
other specific supplier engagement | |
|
|
continuity of supply |
|
|
fulfillment of contractual conditions |
|
|
understanding company expectations | |
Go |
|
|
|
Local communities: religious, cultural, socio-political, scientific and technological research, health system, schools and universities, NGOs,
nonprofit organizations | |
|
|
|
meetings with representatives of associations, organizations or local communities |
|
|
initiatives, managed directly or in partnership |
|
|
collaboration on R&D projects |
|
|
cultural exchange programs |
|
|
dialogue with universities |
|
|
participation on Board of Directors of organizations | |
|
|
responsiveness to project proposals and individual requests for assistance |
|
|
contributions and support for initiatives over medium-to-long term |
|
|
satisfaction of tender requirements for R&D projects |
|
|
access to information |
|
|
shared responsibility | |
Go |
|
|
|
Financial community: traditional and Socially Responsible Investors | |
| |
Investor Relations, Corporate Affairs and Sustainability Unit | |
|
|
shareholder meetings |
|
|
price sensitive communications and information |
|
|
quarterly conference calls |
|
|
seminars, industry conferences, roadshows and investor meetings |
|
|
daily dialog (meetings, telephone, email) |
|
|
Investor Relations section of the Group website | |
|
|
expand and reinforce knowledge of the Group and its sectors |
|
|
value creation (return on investment, sustainability of the business) |
|
|
transparent and responsible management | |
Go |
|
|
|
Journalists and media | |
|
|
|
daily dialogue |
|
|
presentations and press conferences |
|
|
other events (product drivers/launches, plant investment events, auto shows, etc.) |
|
|
meetings |
|
|
Group and sector websites | |
|
|
availability, timeliness and accuracy of information, transparency | |
Go |
|
