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Social performance - Performance Indictors, product resp.  
CUSTOMER HEALTH & SAFETY

GRI
indicator
Reporting elementLocation in Reports,
or website
Extent of Reporting
PR1Life cycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such procedures.100% of products are covered.
EMF; CR Report P 40.

Hazardous substances; CR Report P 28.

Radio Waves and Health 

PR2Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services during their life cycle, by type of outcomes.
(additional indicator)

Supplier performance for two key commodity areas in relation to Ericsson's mandatory Code of Conduct, which includes health and safety aspects, is quantified and described on CR Report P 22P 24-25.  

 

The compliance level is quantified in the pie charts on this page.

PRODUCTS & SERVICE LABELING

GRI
indicator
Reporting element
Location in Reports,
or website
Extent of Reporting
PR3Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements.

Labeling and marking requirements for products packaging are compiled in a number of Ericsson internal specifications, instructions and guidelines handled by the Ericsson "Corporate Basic Standard" organization. Those specifications, instructions and guidelines cover different areas including environment, safety and health.

Use of documents are controlled via the Ericsson Global Management and addresses different relevant phases of product development - from sourcing to End of Life treatment.  All Ericsson products adhere to the common Ericsson rules and guidelines mentioned above.

Regarding specific environmental product information the Design for Environment organization provides templates and guidelines which should be used when describing certain products environmental performance.

PR4Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomes.
(additional indicator)

No incidents reported.
PR5Practices related to customer satisfaction, including results of surveys measuring customer satisfaction.
(additional indicator)
A customer satisfaction survey is conducted  each year as part of Ericsson's stakeholder engagement process.

During 2007 a corporate responsibility stakeholder survey was conducted which included customers, see CR Report P 21 and
AR P 30-31.

 
MARKETING COMMUNICATIONS

GRI
indicator
Reporting elementLocation in Reports,
or website
Extent of Reporting
PR6Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship.A Group Sponsorship Directive governs commercial and corporate responsibility sponsorships.  In addition, our Code of Business Ethics on P 22 describes ethical behavior.

Governance section in CR report P 22.

Governance section in the AR P 156.

PR7Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications,
including advertising, promotion, and sponsorship by type of outcomes.
(additional indicator)

No information
CUSTOMER PRIVACY

GRI
indicator
Reporting elementLocation in Reports,
or website
Extent of Reporting
PR8Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.
(additional indicator)

No information
CUSTOMER PRIVACY

GRI
indicator
Reporting elementLocation in Reports,
or website
Extent of Reporting
PR9Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services.

No incidents reported.
KEY