04 Sustainability Statement Consumers and end-users (S4) 4.10.2 THREE FUNDAMENTAL DOCUMENTS SUPPORTING DEPLOYMENT OF MICHELIN’S QUALITY STRATEGY The deployment of the Group’s quality strategy is being supported by three fundamental documents: the Group Quality Policy, the Quality Statement and the Customer Promise Guarantee approach. They are applied in every country where the Group markets its products. 4.10.2.1 The Group Quality Policy The deployment and application of the Group Quality Policy is overseen by the Group Quality Governance body, which comprises the Corporate Internal Audit, Quality, Internal Control and Risk Management Department, which reports to the Managers, and a Quality Network at the operations level, comprising the Quality Departments in the business lines, operating units and regional organizations. It defines the Group Quality Policy, including quality guidelines and standards underpinning Michelin’s ability to sustainably provide high valueadded products and services to its customers and nurture their trust, as well as the trust of all its other stakeholders. The Quality teams are empowered to perform their role and tasks independently, including when deciding to bring a new product to market or to recall a product that fails to comply with Group quality standards. The Group Quality Governance body is supported by the Product Monitoring Board, which is chaired by the Vice President, Internal Audit, Quality, Internal Control and Risk Management and comprises the Executive Vice Presidents of the Business Lines, the Manufacturing Department and the Research and Development Department. The body is fully independent, reporting directly to the Managers. 4.10.2.2 The Quality Statement The Quality Statement and one of the six transformations, "Customer Satisfaction", are designed to move the organization from “zero product defect” to “100% Customer Satisfaction.” Their focus is on ensuring that every decision contributes to delivering an experience that lives up to the expectations of Michelin’s customers(1). 4.10.2.3 The Customer Promise Guarantee approach The Customer Promise Guarantee approach, which is designed to deliver total customer satisfaction, is described above. 4.10.3 A CONTINUOUS CUSTOMER DIALOGUE PROCESS AND MICHELIN’S LEADERSHIP IN SUPPORTING TIRE REGULATIONS Since 2018, the core metric in the customer dialogue process has been the Net Promoter Score® (NPS®), which enables the Group to gauge customer satisfaction and take corrective action as needed. It is included in the Group’s strategic scorecard of indicators. Since 2020, the Group has been tracking the Partner NPS, the weighted average of the OEM and dealer macro-clusters (i.e., not end-users). For end-users, Michelin plays a significant role in improving tire safety through its active engagement in support of international standards and regulations. 4.10.3.1 Minimum performance standards European legislators have introduced minimum tire-performance standards, in particular through Regulation (EU) 2019/2144 and United Nations’ ECE Regulation 117. These regulations cover rolling resistance, noise and wet grip performance, with the goal of limiting a tire’s environmental impact and improving road safety. Regulations and standards-setting offer Michelin, with its technological leadership, an opportunity to ensure a “fair, level playing field” for all. Introduced in 2012 for new tires, the minimum standards are gradually being applied to products already on the market. (1) “Together, through the contribution of each employee and our commitment to continual improvement of our Quality Management System, we strive every day to guarantee the core promises we make to our customers and stakeholders: our innovative product and service offers meet their needs and provide them satisfaction; they benefit from a great experience and a quality of service among the best; by choosing our products and services solutions, they act for a more sustainable planet; they have confidence in the reliability of our products and services and in the integrity of our Company.” Michelin Quality Statement (2021). 283 2024 UNIVERSAL REGISTRATION DOCUMENT_MICHELIN
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