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2011 GRI Performance Indicators—Product Responsibility

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Product Responsibility
GRI Indicator Indicator Title 2007 2008 2009 2010 2011 2011 Goal 2012 Goal
Aspect: Customer Health and Safety
PR1 Lifecycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such procedures PNNL primarily delivers services in the form of research to our customers, and does not deliver physical products. We maintain a rigorous internal review system to make sure the information we provide to our customers does not result in health and safety impacts to our staff during the conduct of the research or people who may use the information we produce. One hundred percent of PNNL projects go through a detailed risk assessment process before funding is authorized. All information products released from the Lab are required to go through an internal review process in which a minimum of four reviewers check for accuracy and ensure that sensitive information is not released without proper classification. Finally, we have a rigorous Environmental Management System that takes into account health and safety of our operations. N/A N/A
Aspect: Product and Service Labeling
PR3 Type of product and service information required by procedures and percentage of significant products and services subject to such information requirements N/A N/A N/A N/A N/A N/A N/A
PR5 Practices related to customer satisfaction, including results of surveys measuring customer satisfaction Each year DOE evaluates PNNL's performance against established goals. Two of the most important goals relate to the quality of science and technology (S&T) we deliver in support of our mission and the effectiveness with which we manage and operate the Laboratory. We have consistently and notably exceeded DOE's expectations for S&T performance and have met its very high expectations for management and operations (M&O) performance. N/A N/A
  Mission Accomplisment (S&T performance) A A A A A- A A
  Operating, Maintaining, and Renewing Facility and Infrastrucure (M&O performance) B+ B+ B+ B+ A- ≥B+ ≥B+
Aspect: Marketing Communications
PR6 Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship PNNL's does virtually no direct advertising, other than hosting an informational website. As a research organization, PNNL's activities are communicated primarily through science publications, presentations at conferences, and general communications with our clients. To ensure the accuracy and integrity of our work, all of our publications go through a rigorous internal review process prior to the public release of any information. Our employees also take a biannual business ethics and conduct training, which provides guidance on PNNL's values and the laws and regulations that we are expected to comply with on topics such as scientific integrity and accurate and truthful preparation of proposals. These are articulated in our "Standards of Business Ethics and Conduct" brochure. Finally, PNNL has invested efforts to increase staff awareness of and familiarity with marketing and communciations standards through our internal standards-based management system. N/A N/A
Aspect: Customer Privacy
PR8 Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data 0 0 0 0 0 0 0
Aspect: Compliance
PR9 Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services 0 0 0 0 0 0 0

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