Stakeholder Engagement

Doğuş Otomotiv identified its key stakeholders in 2009 after a number of workshops were held in accordance with AA1000SES Stakeholder Engagement Standard methodology. Doğuş Otomotiv carries out stakeholder engagement activities with the aim of building dialog platforms beneficial to all parties with stakeholders that have direct impact on Doğuş Otomotiv or are directly affected by it, and stakeholder groups identified as a result of studies conducted on stakeholder groups directly dependent on our organization, understanding their concerns with a clear and transparent communication strategy, and being able to respond to these concerns. Regularly addressing the expectations of key stakeholders from Doğuş Otomotiv on societal, economic and ethical issues, being able to respond to these expectations clearly and transparently, and incorporating stakeholder expectations into our business plans form the basis of our stakeholder engagement strategy. Stakeholder engagement is a continually evolving and renewing process for Doğuş Otomotiv, much like other companies. Relations that evolve through dialog platforms during engagement processes require stakeholder engagement processes to be renewed as well. Several Sustainability Team and Committee meetings were held for the report preparation process, and the feedback collected from stakeholders at various stakeholder platforms were thereby considered in this process.

Doğuş Otomotiv Stakeholder Engagement Process

Employees

Why do we engage?
  • Doğuş Otomotiv believes that highly motivated and happy employees are the basis of its corporate success.
  • We intend to establish accurate, timely and open communication with our employees.
  • We make arrangements to increase the productivity of our Company with feedback from our employees.
  • We raise the awareness of our employees and inform them on sustainability related issues.
How and how often do we engage? DinamİK, D-Human Performance and Development Management System related with Human Resources Practices, Information Meetings and Events organized on-demand within the scope of Human Resources Communication Plan (regular programs throughout the year), Bir’iz Employee Committee (every second month) Internal Bulletins (quarterly), Employee Satisfaction and Loyalty Surveys (biannual), Suggestion System ‘I have an idea’ Platform, Vision and Strategy Meetings (annual), Management Briefings (twice every year), CEO Messages (ten times a year on average), Trainings, Picnics, End of year Dinners, Seniority Encouragement Awards, Birthday Gifts, Birth Gifts, Women’s Day Celebrations, Holiday Celebrations, Intranet System, Turkuaz System, Request Management System, Corporate Information Letters (ten times a year on average), Daily News Report, Happy Hours
Engagement Topics
  • Corporate strategies, developments, objectives
  • Rewarding and collecting suggestions
  • Trainings and development programs
  • Performance management
  • Innovation and change
  • Sustainability focus areas
  • Occupational health and safety
  • Loyalty, satisfaction and motivation
  • Leadership programs
How do we measure Engagement?
  • Employee turnover
  • Employee loyalty and satisfaction surveys
  • Training measurement and evaluations
  • Score cards
  • Performance interviews

Subsidiaries and Affiliates

Why do we engage?
  • We aim to grow in line with common corporate strategies and objectives within the Doğuş Otomotiv value chain and to become the best service provider.
  • We ensure that our customers have access to all necessary services within the automotive value chain by creating new business opportunities.
  • We reinforce our collaborations.
How and how often do we engage? Information Meetings (at least once every year), Presentations (at least once every year), Website, Online Reporting Systems, Daily News Coverage Reports
Engagement Topics
  • Growth targets
  • Strategic management
  • Need and expectation analysis
  • Organizational changes and information meetings
  • Sales and marketing support
How do we measure engagement?
  • Annual reports
  • Meetings and feedback

Authorized Dealers and After-sales Service Centers

Why do we engage?
  • Authorized Dealers and After-sales Service Centers are in direct contact with Doğuş Otomotiv’s customers, and therefore our most important business partners that ensure customer satisfaction.
  • We carry out joint activities with Authorized Dealers and After-sales Service Centers to ensure that they represent Doğuş Otomotiv with excellence by supporting their organizational development as well as their quality and efficiency.
  • By increasing the quality of services provided by our Authorized Dealers and After-sales Service Centers, we help our business partners, which have an important position in our value chain, to grow healthily, and to contribute to economic development.
  • We support them in raising their sustainability awareness, and developing consciousness for transparent corporate reporting.
How and how otfen do we engage? Authorized Dealer Meetings (annual), Audits (annual), Visits (quarterly), Web-based Communication Portal, Annual Authorized Dealer and After-sales Service Center Satisfaction Survey (DSS - annual), Information Meetings (five times a year), Trainings, Top Team competition, Spare Parts and Logistics Department, Letters from CEO and Chairman, Communication Bulletin (monthly), Regular Visits (monthly)
Engagement Topics
  • Quality processes
  • Authorized Dealer and After-sales Service Center satisfaction
  • Sales and marketing support programs
  • Authorized Dealer and After-sales Service Center human resources support program
  • Vehicle sales targets
  • Logistical support
How do we measure engagement?
  • Authorized Dealer and After-sales Service Center satisfaction surveys
  • Visits and expectation analyses

Customers

Why do we engage?
  • We develop our products and services in line with our customer oriented corporate strategies to further improve the satisfaction of our customers every day.
  • We improve our service quality by regularly evaluating customer feedback.
  • We create new opportunities.
  • And we also improve our customers’ awareness of sustainability.
How and how often do we engage? Fairs and Shows, Website, Customer Satisfaction Surveys (monthly), Customer Relations Management Department (CRM), Secret Customer Research (NPS – once or twice every year), Lost Customer Study (monthly), Customer Lifecycle (CLC) Studies (continuous, project-based), e-bulletins (monthly), email Announcements, Test Drives, Round the Clock Information and Assistance Lines, Free Mobile Service, Mobile Assistance Center, Warranty Services, Market Research (five times a year), Safe and Economic Driving Techniques Trainings, Young European Truck Driver Competition, Seasonal Maintenance Campaigns, Loan Campaigns, Certified Advanced Driving Techniques Trainings, Auto-Fix Express Service Points, Vehicle Insurance Services, Spare Parts and Logistics, Insurance Services, Advertising and Announcements, Brand Websites, Doğuş Otomotiv Value and Care Center (DIM), Authorized Dealers and After-sales Service Centers, DOD Service Points
Engagement Topics
  • Product and service quality, value improvement and innovation
  • Product availability
  • Customer satisfaction and loyalty
  • Offering timely, full and correct solutions for customer expectations
  • Obtaining and evaluating feedback
  • Sustainability
  • Providing complete and accurate information
How do we measure engagement?
  • Customer satisfaction surveys
  • Seminars, events, launches
  • Monitoring and evaluating website and social media

Investors

Why do we engage?
  • We work toward creating a positive and trusting investment environment that is fully informed on all the operations, achievements and objectives of Doğuş Otomotiv.
  • We establish systems to communicate all company related information to investors accurately, fully, and in a timely and transparent manner.
  • We develop risk management mechanisms to mitigate our financial and non-financial risks, and constantly monitor audit processes.
How and how often do we engage? Investor Presentations (monthly/annual depending on presentation), Website, Annual Reports, Corporate Governance Compliance Reports (annual), Information Meetings (twice a year), Conferences and Roadshows (on demand), Showroom and Logistics Center Visits, Investor Relations Department, Special Announcements (whenever needed), Media Tools, Ratings
Engagement Topics
  • Annual performance of the Company
  • Corporate strategies and expectations of the Company
  • Economic, societal, environmental risks and opportunities
  • Developments achieved by the company in terms of key performance indicators defined according to stakeholder expectations and market requirements
How do we measure engagement?
  • Doğuş Otomotiv Stock Value
  • Annual General Assembly Meetings
  • Investor Presentations and feedback

Suppliers

Why do we engage?
  • Doğuş Otomotiv, as an automotive distributor and service provider, is a part of the supplier chain of globally respected brands.
  • Doğuş Otomotiv’s suppliers provide products and services in the same high quality, and play a key role in further improving the quality and exceptional service performance in the Doğuş Otomotiv value chain.
  • Raising awareness of sustainability in our supply chain improves our service quality while mitigating risks.
How and how often do we engage? Information Meetings (annual), Annual Reports, Website, Supplier Quality Regulation, and Supplier Visits (at least five times per month)
Engagement Topics
  • Improving quality of products and services
  • Risk management approach to sustainability-related areas
  • Developing capabilities to produce effective, efficient and timely solutions
How do we measure engagement?
  • Supplier satisfaction surveys

OEM (Original Equipment Manufacturers)

Why do we engage?
  • Since inception, we operate as the distributor of global automotive brands, and provide after-sales services.
  • We strive to apply the quality and service approach of OEMs in highest standards.
  • The expectations of OEMs from our Company elevate our performance and improve our innovative capabilities.
How and how often  do we engage? Information Meetings (monthly), Website, Visits (monthly), Spare Parts and Logistics Department, Collaboration Platform
Engagement Topics
  • Product supply
  • Distributorship services
  • Quality processes
  • OEM standards
  • Sales and marketing processes
  • Customer satisfaction
How do we measure engagement?
  • Feedback mechanisms
  • OEM audits and evaluations

Local Community

Why do we engage?
  • We strive to generate permanent and sustainable solutions for local and national priorities in the regions where we operate.
  • We are a leading company in social development both in terms of the quality employment we provide, our Authorized Dealer and After-sales Service Center network, and also our contribution to the local economy.
How and how often do we engage? Direct Communication Activities through sponsorships, Promotion Events in Anatolian Provinces, Local Automotive Fairs (three-five times a year), Traffic is Life!, Collaborations with Vocational High Schools, Conferences and Seminars in Universities (eight times a year on average), Participating in Career Days (fifteen times a year on average)
Engagement Topics
  • Road safety
  • Support programs for Vocational High Schools
  • Equal educational opportunities
  • Employee Volunteering
How do we measure engagement?
  • Regular feedback on programs
  • Employee surveys
  • Various surveys and feedback mechanisms
  • Brand perception surveys