Stakeholder Engagement

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Maruti Suzuki considers all organisations and individuals who are impacted by its operations and who can potentially impact its long term sustainability as its stakeholders. The Company has, over time, developed and fine-tuned its engagement with its various stakeholder groups. Stakeholder engagement is a continuously evolving, dynamic process and the Company believes its stakeholders are partners in its journey towards sustainability.

Details of stakeholder engagement are mentioned in the tables below. Here ongoing refers to programmes/events conducted more than once in a month.

EMPLOYEES

ACTIVITY ACTIVITY DETAILS FREQUENCY
Divisional Communication Meetings Ensures uniform and structured communication flow to all employees Monthly
Human Resources Initiatives Development Committee Ensures employees' participation in framing employee related policies Once in two months
Family interaction
a) Parivaar Milan
(for associates)		 Develops bond between families
of associates and the Company		 Monthly
b) Family Connect
(for executives & above)		 Allows families of employees
to connect with the Company		 Quarterly
c) Family Day function Facilitates a feeling of togetherness Annual
Inter-Divisional Sports Tournaments and Motor Sports Events Allows employees to pursue
their hobbies in sports and
develop team spirit		 Annual
Suggestion Schemes and
Quality Circles		 Empowers employees to
implement their suggestions		 Ongoing
360 Degree Feedback Improves leadership capability
through direct feedback from
peers and seniors		 Annual
Stay Interviews Provides a structured platform for employees to share their concerns Ongoing
Employee Relations Development Committee

Ensures constructive
discussions between workers'
union and Company officials

 Monthly

CUSTOMERS

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ACTIVITY ACTIVITY DETAILS FREQUENCY
Brand Track Gauges customers' perception of
corporate brand and product brands		 Ongoing
Customer Meets Gauges customer satisfaction
level with the product and services		 Ongoing
Customer Satisfaction Feedback Analyses customer feedback to
take suitable measures for upgrading products and services		 Ongoing
Mega Service Camps Gives first-hand customer feedback
and resolves complaints on the spot		 Ongoing
Customer Care Cell Allows customers to register complaints
on a 24X7 toll-free number(18001800180)		 Ongoing
Product Clinics Collects product specific feedback
from customers		 Before launch of product

SHAREHOLDERS AND INVESTORS

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ACTIVITY ACTIVITY DETAILS FREQUENCY
Annual General Meeting (AGM)

Allows investors to directly interact
with top management of the Company

 Annual
Press Releases and Emails Disseminates information to investors
such as financial results, new model launches, price changes etc		 Ongoing
Investor Meets Updates investors on current business environment and Company strategy
to meet challenges		 5-6 meets a year
One-to-One Meetings and Conference Calls Addresses investor specific queries Ongoing
Note: The Company has a dedicated Investor Relations team. Investors can contact the
team at msilinvestorrelations@maruti.co.in or on phone numbers 011-46781126/22.

SUPPLIERS

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ACTIVITY ACTIVITY DETAILS FREQUENCY
Maruti Centre for Excellence (MACE) Upgrades suppliers through sharing of Company's best practices Ongoing
Suppliers' Club

Provides opportunity to select suppliers
to discuss critical issues with the
Company's top management

 Ongoing
Quality Month Enhances quality consciousness
amongst suppliers		 Annual
Value Analysis and Value Engineering
(VA-VE) Month		 Achieves cost competitiveness
through a joint activity with suppliers		 Annual
Quality Circle (QC) Competition Promotes quality circle culture
amongst suppliers		 Annual
Joint Venture HR Meeting Reviews HR and IR issues and
suggests necessary countermeasures		 Once in two months
Vendor Conference Offers a platform for Company's top management and suppliers' CEOs
to share their thoughts and best practices		 Annual
Project Shikhar Facilitates upgradation of suppliers in quality, shop floor and people practices Ongoing

DEALERS

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ACTIVITY ACTIVITY DETAILS FREQUENCY
Balanced Score Card (BSC)

A tool for sustained performance
improvement of dealers in areas
such as operations, sales, service, spares etc

 Quarterly
Dealer Management Systems (DMS)

Enables dealerships across
India to have seamless
business transactions and
build lasting relationships with customers

 Ongoing
Dealer Conference Provides a platform to share best
practices, offer future direction and
receive feedback from dealers		 Annual
Guidance on Business and Financial Matters

Guides dealers on
business Processes,
manpower development,
fund management
and opportunities for growth

 Ongoing

LOCAL COMMUNITY AND SOCIETY

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ACTIVITY ACTIVITY DETAILS FREQUENCY
a) Community development
Meetings with Community Leaders and Village folk Discussion and review of implementation of social projects Ongoing
Factory Visit

Visit of community leaders to
Manesar plant and an opportunity to
share feedback with MSIL officials

 Annual
b) ITI Project
Institute Management Committee (IMC) Meeting

Reviews institute development
and decides on future projects

 Quarterly
Students and Staff visits to MSIL Plants Provides industry exposure to students and staff Monthly
c) Road Safety
IDTR Society AGM AGM convened in accordance
with the Societies Act		 Annual
Dealer Review Meeting Reviews Maruti Driving Schools' performance Quarterly
Evaluation of Trainees Assesses effectiveness of the
driving training imparted		 Ongoing
School Awareness Programmes Spreads road safety awareness among school children Ongoing

ENVIRONMENT AND REGULATORY AUTHORITIES

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ACTIVITY ACTIVITY DETAILS FREQUENCY
Community Feedback Gauges environmental impacts
of the Company on the
neighbouring community		 Annual
Interaction with Regulatory Authorities

Environment team remains in
touch with Centre and State Pollution Control Boards and Ministry of Environment and Forests officials
to discuss environmental issues

 Ongoing
Advocacy on Future Environmental Regulations and Policies

Officials from Engineering business vertical and Corporate Planning participate in the committees
set up by the automobile industry
body SIAM and the Government to decide on future environment regulations, policies

As per agenda requirements