Siemens 2012 Annual Report Download - page 194

1 A. To our Shareholders
21 B. Corporate Governance 49 C. Combined Management Report
50 C. Business and economic environment
64 C. Financial performance measures
69 C. Results of operations
82 C. Financial position
93 C. Net assets position
95 C. Overall assessment of the economic position
96 C. Subsequent events
97 C. Sustainability
111 C. Report on expected developments and
associated material opportunities and risks

fiscal  was based on the results of more than , inter-
views, compared to more than , interviews in fiscal .
In fiscal , our company-wide NPS increased substantially
compared to fiscal .
To ensure the high quality and continuous improvement of our
customer support, we have developed our Account Manage-
ment Excellence Program and our Sales Management Excel-
lence Program. We carry out strength-and-weakness analyses
as well as training and qualification measures under these pro-
grams, aiming to ensure consistently high standards in our
worldwide customer relationship management. In fiscal 
we successfully implemented our Key Account Manager Certi-
fication Program to ensure high quality and consistent stan-
dards at our customer interfaces.
An elementary component of all our global marketing and sell-
ing activities is compliance with applicable laws and internal
rules and regulations.
Our systematic efforts to achieve customer satisfaction have
been recognized by outside institutions. In , for example,
Siemens ranked in a leading position in Customer Relationship
Management in the “Diversified Industrials” category of the
SAM Dow Jones Sustainability Index for the rd time in a row.
.. Environmental Portfolio
  
Year ended September ,
 
Revenue generated by the
Siemens Environmental Portfolio
(continuing operations; in billions of €) 33.2 30.2
Accumulated annual customer reductions
of carbon dioxide emissions generated by
elements from the Siemens Environmental
Portfolio (continuing operations; in millions
of tons) 332 257
Our Environmental Portfolio serves as an example of how we
strive to align our business activities with the aforementioned
megatrends, in this case climate change. The Environmental
Portfolio consists of products, systems, solutions and services
(Environmental Portfolio elements) that reduce negative im-
pacts on the environment and emissions of carbon dioxide and
other greenhouse gases (defined together in the following as
carbon dioxide emissions) responsible for climate change.
In addition to its environmental benefits, our Environmental
Portfolio enables us to compete successfully in attractive mar-
kets and generate profitable growth. In fiscal , we set our-
selves a revenue target for the Environmental Portfolio within
the One Siemens framework: to exceed € billion in revenue
from the Environmental Portfolio by the end of fiscal . We
continue to strive for that goal, although due to the planned dis-
posal of OSRAM, our Water Technologies Business Unit, and our
solar business it will be much more challenging to achieve it.
In fiscal  revenues from continuing operations from the
Environmental Portfolio amounted to €. billion, up from
comparable revenues of €. billion in the previous fiscal
year. Therefore our Environmental Portfolio accounted for %
of our revenues from continuing operations in fiscal .
These revenues include revenues from newly developed and
additionally qualified elements, and exclude revenues from
elements that no longer fulfill our qualifications.
With our Environmental Portfolio we intend, among other
things, to help our customers reduce their carbon dioxide foot-
print, cut their energy costs and improve their profitability
through an increase in productivity. Taking together all ele-
ments of the Environmental Portfolio that were installed at
customer locations since the beginning of fiscal  and re-
main in use today, we have reduced customer carbon dioxide
emissions by  million tons in fiscal , equaling % of
Germany ’s total annual carbon dioxide emissions in calendar
year .
...  
We report the revenue from our Environmental Portfolio and
the annual customer reductions of carbon dioxide emissions
generated by it in accordance with internal regulations defined
in our Environmental Portfolio Guideline. This Guideline is
based on the Reporting Principles of the Greenhouse Gas Pro-
tocol Corporate Accounting and Reporting Standard, revised
edition, and the Greenhouse Gas Protocol for Project Account-
ing; both published by World Resources Institute (WRI) and
World Business Council for Sustainable Development (WBCSD).
Those principles are relevance, completeness, consistency,
transparency, accuracy and conservativeness. As there are cur-
rently no accepted international standards for identification
and reporting of so-called green products, we are engaging in
standardization activities with external organizations. The rev-
enue generated by the Environmental Portfolio is recognized
in accordance with revenue recognition policies as described
in    .     .