Page 70 - EINF2022

NON-FINANCIAL INFORMATION STATEMENT

Our Quality Management is robust and certified according to IATF 16949 in TWA. Within the framework of ISO 9001 , we analyse the satisfaction of our customers
(*) 20 21

COUNTRY COUNTRY
MEXICO
GERMANY USA SPAIN PORTUGAL FRANCE
Puebla SJC SLP
Frequency Assessments Monthly Frequency Assessments Monthly
Average annual assessment 4,08/5 100/100 93,50/100 4,67/5 100/100
of customer satisfaction Average annual assessment of 90,2 88,5 n/a
customer satisfaction
Number of complaints 2 0 0 6 8
received Number of complaints received 955 389 1175
Number of complaints Number of complaints resolved
resolved 2 0 0 6 8 955 389 1175

We are increasingly consolidating a model of sustainable growth, based on
quality accredited by our customers, major automotive brands, who have publicly In addition, at TWL we have certified the TAPA FSR Standard that guarantees the
recognised our work. safety of goods during transport and final storage and the IFS Logistics Standard
for storage, distribution and transport, as well as loading and unloading activities,
The quality of an assembled wheel has a great impact on the satisfaction where food is handled as it applies to frozen (defrosting) service providers.
of the end customer and the safety of the vehicle, so we must subject our
product and processes to demanding standards. This includes the monitoring, Both Quality and Innovation are present in each of our projects and therefore, in
control and comprehensive management of operations in real time. These our LOOKING TO THE FUTURE as we mentioned at the beginning of our NFIS.
MES (Manufacturing Execution System) are the backbone of the digitisation of This is how we understand innovation, thinking today about the needs of
operations, providing full interconnectivity at all levels of each plant.
tomorrow. And this is how we bring added value to our customers.
We improve the performance of our machinery and processes by integrating We work on INNOVATING IN VALUE every day because we focus on offering
different solutions that are generated in collaboration with our trusted partners.
solutions that really have a positive impact on our customers’ businesses.
Our in-depth knowledge of advanced logistics, gained from growing up within We have a powerful projects department that bases its activity on the research
the TW Group, positions us as an experienced and highly reliable partner for JIT and permanent implementation of new technologies, achieving advanced product
and JIS deliveries. Our error checking software ensures speedy deliveries and traceability systems, zero errors in the supply of production lines, stock reliability,
controls forecasts. elimination of paper in warehouses and, above all, great ease in adapting to the
As far as TWL is concerned, the following analysis shows that we are leading the needs of each customer.
quality of our services.

20 Indicates an average of 89.35/100.
21 Our customer in France does not provide an average satisfaction rating.
Non-Financial Information Statement — 2022 TWGroup 70