Page 76 - Demo

76 About Strategy and Governance Our People Our Business Our Outcome AppendixOur Business Unit Technology focuses on safety procedures for the operation of machinery and equipment by our customers. Where applicable, our products are tested before delivery. Our service offering also includes installation, commissioning, and training to ensure proper and safe operation. Moreover, original equipment manufacturers train all our service engineers. Our clients or their appointed auditors frequently audit our operations to ensure that products are stored and handled in accordance with their expected standards. Furthermore, our Business Technology offers calibration services in selected markets and possesses ISO 17025 certification in Thailand.Audits are especially crucial in the healthcare business due to the sensitivity of these products. In 2023, our Business Unit Healthcare%u2019s clients carried out 123 audits through the Business Unit%u2019s 13 affiliates (compared to 61 audits in 2022). We recorded 290, mostly minor, incidents of non-compliance and zero critical incidents of non-compliance concerning the health and safety impacts of products and services. Most of the documented incidents (161 cases) pertained to documentation. In 2023, authorities (17), certifying bodies (18), clients (2), and customers (39) audited Business Unit Performance Materials (total 76 audits). In turn, this Business Unit audited selected suppliers (44 audits) and performed routine internal audits and external quality audits with third-party service providers (22 audits). Out of the 142 audits reported, two critical findings were identified in one customer audit in the Philippines (related to workplace accountability). A total of 78 major and 265 minor findings were reported in 2023. Tailored improvement plans were agreed with the auditors, implemented, and monitored to mitigate all reported deviations in due time.We promptly report and address any deviations from applicable standards flagged by reviews, audits, or complaints. Our robust Corrective and Preventive Action (CAPA) process mitigates any findings in accordance with applicable standards. This process addresses any audit findings and helps us engage with our stakeholders in a meaningful way to resolve any issues. In addition, we have product recall procedures in place and constructively cooperate with all stakeholders should recalls occur.Alongside meeting our clients%u2019 and customers%u2019 requirements, we also strive to comply with legal requirements relating to the health and safety of our products. In 2023, DKSH recorded one incident of non-compliance with regulations concerning the health and safety impacts of products and services resulting in a penalty. %u2023 GRI 2-27, GRI 416-2