04 Sustainability Statement Consumers and end-users (S4) Michelin is committed to upholding human rights, as expressed in its Master Policy(1). with regards to every stakeholder, including consumers and end-users. In addition, resources are dedicated to quality management, with Customer Promise Guarantee teams led by a Quality Manager active in every operating region and Business Line. Worldwide, around 50 people are assigned to these teams, which also manage the Net Promoter Score® (NPS®) metric. The Quality Board works closely with this quality network to define and deploy major initiatives and adjust the system as needed. Applied around the world and in every business segment, the strategic process is organized around four main pathways to improving the safety and quality of Michelin products: 4.10.1.1 Zero compromise on the safety and quality of Michelin products Every decision involving quality is based on avoiding any compromise whatsoever on product safety and quality. Tires are a critically important vehicle safety component. End-users are responsible for monitoring their condition, in particular through periodic tire pressure checks and visual inspection. Moreover, conditions of use, which also depend on the user, can evolve over time, making some form of monitoring system essential. Michelin has deployed a system for constantly tracking the real-world performance of its products and customer service in order to detect even the most latent issues and respond quickly and effectively if necessary. The system is based on: n Customer rooms, located close to key markets and equipped with all the necessary capabilities, that capture customer dissatisfaction and then respond, as quickly as possible, with initiatives that effectively fulfill the customer promise. If necessary, they can hand the problem over to the Quality Platforms; n Quality Platforms, generally organized by product segment, that oversee the tracking of in-market product performance. They review all available information and data to assess any impacts on the safety of product users. This information may come from outside, via the customer rooms or other sources, such as in-use safety incident reports, or from in-house, via alerts from the design, manufacturing or test teams; n a review by the Product Performance Monitoring Board (presented in section 4.10.2.1 below) three times a year to ensure that the system is consistent with the Group’s Quality Policy provisions and procedures. In a situation where a product or service designed and/or manufactured and/or marketed by the Group and/or bearing one of the Group’s brands exposes customers to a potential or proven safety risk, the appropriate Quality Platform will initiate a dedicated process, defined and supervised by the Corporate Quality Department, to assess the potential impact on customer safety. If need be, a decision may be made to recall the product from the market. Such voluntary recalls are consistently carried out in compliance with legislation applicable at the date of the decision. In 2024, across the entire Group, all its brands and all its tire products, two voluntary recalls were issued, concerning 53 products of the total 200 million or so manufactured every year by the Group. All of the recalls were issued voluntarily as a preventive measure and carried out in a fully transparent manner. Each one specified the model number, date of manufacture and other information enabling the recalled product to be easily identified, as well as a description of the defect, an assessment of the risks, an identification of the root causes and the corrective actions taken. Where applicable, regulatory authorities were informed in full compliance with prevailing legislation and guidelines. Stakeholders such as automakers, wholesalers, dealer networks and customers were also informed through appropriate channels. During each recall campaign, a multidisciplinary team managed deployment of the action plan in accordance with Group procedures. To assess the recall’s effectiveness, the campaign is continuously and systematically tracked by the Quality Department. 4.10.1.2 Sustainable product performance Michelin is committed to offering a safe, sustainable driving experience, from the first to the last kilometer, until the legal minimum tread depth is reached. This means that tires can be changed less often, saving customers money and reducing their impact on the environment. In addition to being a pledge of safety, this guarantees that less waste will be produced and less material will be used in production. For fleet owners, the performance of Michelin tires supports a total cost of ownership approach that reduces the tire budget, lowers the fuel bill and improves productivity. (1) See https://www.michelin.com/en/sustainability/company/people. 281 2024 UNIVERSAL REGISTRATION DOCUMENT_MICHELIN
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