
| TKH GROUP ANNUAL REPORT 202134
and specifications. If desired, we can supply measurement
and test reports to demonstrate the quality of our products
and systems. Products are tested for a continuous improve-
ment process based on the specifications. The potential
impact on health and safety is also taken into account.
TKH’s technologies and solutions support the sustainability
ambitions of our customers. Our subsea-cable systems
contribute to a sustainable energy supply for the future.
The
TKH Tire Building systems increase the efficiency of the
production process, which – in addition to high-quality tires –
results in energy and waste reduction at the customer’s site.
The CEDD®/AGL solution for airports/airfields provides energy
savings due to the use of sustainable LED lighting as well as
the use of low voltage with induction. The parking guidance
systems ensure efficient traffic flow in car parks, leading to a
significant reduction in CO
2
emissions. TKH Vision technology
has become an indispensable application in the optimization of
manufacturing processes, automating and perfecting quality
control, as well as inspections in production processes. This
leads to significant efficiency improvements in the industry
with positive results regarding sustainability criteria. We are
continuing to tailor our portfolio to our customers’ wishes con-
cerning efficiency and sustainability requirements, taking strong
customer relationships as our starting point. In this annual
report, several business cases are presented to further substan-
tiate our sustainable, innovative portfolio, linked to the SDGs.
CUSTOMER SATISFACTION
High-quality technologies, solutions, and corresponding
services are essential to our commercial impact. Customer
interests play a central role when we undertake and imple-
ment operational activities and developments. We measure,
monitor, and evaluate customer loyalty and appreciation
via customer satisfaction surveys, in a three-year cycle.
Based on the outcomes, we can take specific action to
serve our customers even better. The average score of our
customer satisfaction survey is 8.4, which is above the
benchmark score of 7.8. With training and skills management,
standardization of processes, and further improvement of our
availability, information systems, and 24-hour service, we aim
to provide an even better customer experience.
INTEGRITY, COMPLIANCE & RESPONSIBLE
PROCUREMENT
TKH highly values the integrity of its employees’ conduct.
Clear guidelines, operational control, and a zero-tolerance
policy regarding matters of principle, such as fraud, bribery,
and corruption, ensure that work is carried out in accordance
with the appropriate principles and agreements. We have a
Code of Conduct in force to ensure that every employee acts
in accordance with TKH’s guidelines. The Code of Conduct
uses the OECD guidelines as a reference framework. Each
employee confirms in writing that they will act in accordance
with the Code of Conduct, which is linked to a sanctions
policy in case of any unacceptable behavior. The managers of
our operating companies are responsible for implementing
the Code of Conduct within their organizations. The Code of
Conduct has been signed by 96.2% (2020: 93.7%) of the
total number of employees. The desired 100% has not been
achieved due, among other things, to a longer lead time than
intended for signing the Code in the case of new employees.
We are maintaining close contact with the operating compa-
nies and establishing clear rules to eliminate such delays as
quickly as possible. The Internal Audit team ensures that
every part of our organization complies with our Code of
Conduct. There is close co-operation with TKH’s Compliance
Officer and Legal Advisor. Among other aspects, the Internal
Control Framework is used to effectively monitor and assess
possible bribery and corruption risks. The Code of Conduct
can be downloaded from the TKH website.
Employees are expected to be aware of the core values
underlying our actions and our risk profile, and to be respon-
sible for any potential risks they take. They are also expected
to adhere to the principle of TKH’s culture and to act in accor-
dance with TKH’s Code of Conduct. This Code of Conduct is
fundamental to everything we do and describes how we act
as a company, as well as how we make decisions and deal
with different dilemmas within our company. TKH
Group is
committed
to an open culture in which employees can openly
discuss any concerns, problems, or abuses of the Code of
Co
nduct. The
Whistleblower Procedure provides for a clear
course of action for employees who wish to raise such topics
or concerns as, for example, a possible criminal offense or
violation of the law, a violation of TKH's internal policies and/
or procedures, giving or receiving a bribe, disclosure of
confidential information, dishonesty or unethical behavior
(such as discrimination, (sexual) harassment, bullying, etc.),
and tax-related items. Reports are reviewed and investigated
by the local Confidential Officer and/or the Group Compliance
Officer. If deemed necessary, disciplinary and mitigating
measures are taken. External parties can also report to the
Group Co
mpliance Officer. A report will not affect the position
of the whistleblower if the report is made in accordance with
the procedure established for that purpose. In the past year,
two reports were received through the Whistleblower
Procedure. After a thorough investigation, it was concluded
that the two reports were HR-related and therefore not a
report in accordance with the Whistleblower Procedure. It is
difficult to draw clear conclusions about the level of aware
-
ness of acting with integrity, and the possibility of reporting
abuses. We believe it is important to promote an open and
transparent culture and we measure such issues in employee
satisfaction surveys.
Regarding issues that are material to us, we expect a
zero-tolerance policy from our suppliers too. Our principles
are recorded in a Code of Supply, which targets such issues
as human rights, the environment, occupational h
ealth and
safety, and ethical behavior. Our requirements are laid down in
the Code of Supply and focus on human rights, the environ
-
ment, health, safety, and ethical conduct. Every supplier with a
purchase volume above € 1 million must sign the Code of
Supply. The Code of Supply has been signed by 92.4% (2020:
MANAGEMENT REPORT