Report of the
Report of the
Financial
Other
Contents
Overview
Executive Board
Supervisory Board
statements
information
Risk description
What we are doing to manage the risk
Product safety and integrity
HEINEKEN is committed to achieving the highest standards
for integrity and safety of its products. Poor quality of any of
its products may result in health hazards, reputational damage,
lowervolumes and financial liabilities.
Specific risks include:
Accidental or malicious contamination
Insufficient quality of products
Cost of recalls
Global production standards and governance, product
Quality Assurance
Recall and crisis procedures
Global production material standards and governance
Global and local supplier governance, including periodic
suppliers review
Company-wide sustainability programme, supported
by EcoVadis self-assessment tool covering suppliers risk,
production material risk and country risk
Information security
HEINEKEN's business relies heavily on its IT infrastructure.
Failure of its IT system or a breach in the security infrastructure
may lead to business disruption, loss of confidential information,
financial and reputational damage.
Specific risks include:
Disruption of processes outsourced to shared service centres
Unauthorised access
Cybercrime
Security breaches
Reliability of key IT suppliers
Strengthened information security policy
Implementation and testing of continuity measures
with our outsourcing partners
Implementation of measures to secure confidentiality
and integrity of data
Back-up of core operating data with separate
contingency systems
Increased centralisation of IT systems allowing central
enforcement of security measures
Information Security Crisis Manual and Threat Level
Management Standard
Social media
Having a strong online presence and developing the opportunities
offered by social media involves new challenges and risks.
HEINEKEN may not be able to control information or respond
in a timely manner to threats to the Company's reputation,
causing brand damage and declining consumer loyalty.
Accidental or wilful propagation of negative messages
related to HEINEKEN or any of its brands
Misuse of the HEINEKEN identity, leading to publication
of incorrect, damaging or inappropriate content
Ineffective monitoring of active discussions or delayed
response to consumer remarks and questions
Annual training on Responsible Digital Communication
Social Media Program (Masterclass, Workshop and 100-day
Follow Up) for Local, Regional and Global Marketing Teams
Coach Marketing Teams on Social Media Crisis Management
and social listening
Monitoring social media platforms by various departments
(Marketing, Corporate Relations, Legal Affairs) and monitoring
response systems
27
Heineken N.V. Annual Report 2014