I Operational Review (continued) 18 Report of the Executive Board Whilst we are the first to admit that we do not have all the answers and we do not always meet 100 per cent of the objectives we have set, we have made great progress on a significant number of issues and we are encouraged by the recognition we receive for these achievements. In 2009, for the third year in a row, we were again ranked as the leading brewer globally and the leading beverage company in Europe within the SAM Dow Jones Sustainability Index. Additionally, we are proud to have continued acceptance as a member of the FTSE4Good Index. In 2009, we further developed our reputation model that gives us a deeper insight into the views and opinions of our stakeholders on our sustainability agenda and performance. From 2010 onwards, we will begin to use this model to track and trace opinions on Heineken. We cannot improve performance or reporting without feedback from our stakeholders. If you have any questions or remarks, we would like to hear from you. Please send your e-mail to: responsibility@heineken.com or see our Sustainability Report for other ways of contacting us. Personnel and organisation Our people are a main source of competitive advantage in Heineken and we remain committed to dedicate significant amounts of time and resources to their growth, development and well-being. Our primary focus areas are: Build and embed a new philosophy on talent development Upgrade the global Human Resource Function Create a culture that drives performance Examine, align and optimise the organisation structure and workflow. In 2009 we continued our journey towards these goals by building upon existing management, leadership and reward systems in place throughout our organisation. Annual Report 2009 - Heineken N.V.

Jaarverslagen en Personeelsbladen Heineken

Jaarverslagen | 2009 | | pagina 21