Value chain

Our Business Principles define our management model and can be applied to our entire value chain. More specifically, they guide our relationship with customers, suppliers and employees to build a strong engagement based on trust.

Responsible Purchasing

We share a commitment to innovation and sustainability with our suppliers:

  • We identify risks regarding ethical behaviour and corruption thanks to the Dow Jones Risk & Compliance tool.
  • We ask suppliers to self-assess on the EcoVadis platform, which is used by major telecommunications companies.
  • We conduct audits at the facilities and/or factories of critical suppliers.
  • We help suppliers improve with training and by following up on specific plans.
100% Providers assessed by Dow Jones Risk & Compliance
1.157 providers assessed on sustainability aspects
16.105 administrative or on-site audits
560 administrative or on-site audits

We have around 9,000 awarded suppliers, 62% of which are SMEs. Our purchasing volume exceeds 24,200 million euros and we allocate 77% of it to local suppliers.

From a commercial relationship to a relationship of trust

Collaboration with suppliers is the basis for making a positive impact on our environment:

We reduced the CO2 emissions of our value chain by 26.8% compared to 2016

Policy Sustainability Supply Chain

Our employees

Ethical behaviour and responsible management of our business are fundamental parts of our organisational culture. We seek to align internal behaviours, processes and objectives with the company’s purpose and values. Our fundamental maxim is to ensure consistency between what we say and what we do, so that this shared vision permeates from our employees to our customers and from our customers to society as a whole.

At Telefónica, we also believe in the value of diversity and inclusive leadership to foster a sense of belonging and empowerment in our team. We are convinced that it is only with a diverse team and a work culture which values differences that we will be able to innovate, understand our customers’ needs and grow in the long term.

Our clients

We want to build a relationship of trust with our customers.  That is why, in all our actions, we are guided by three basic principles:

  • Integrity: we deliver what we promise and acknowledge when we are wrong.
  • Transparency: we provide all relevant information proactively.
  • Simplicity: we use clear and direct language and make it as simple as possible to deal with us.

We apply these guidelines to our product and service contracts, invoices, advertising, privacy and security information, so that everything is easily understood by any user.

Digitalisation for a better experience

The digitalisation and automation of processes help us to improve the customer experience in all customer service channels (shops, websites, telephone channel and apps), minimise breakdowns and speed up the resolution of incidents with more accessible, agile and user-friendly solutions.

31% of digital sales in our main operations
79% of digitised business processes
4 quarters with improvements in customer loyalty
15% of variable remuneration for our employees

Digital trust: protected digital rights

In an increasingly digital world, it is imperative that people can trust that their data is private, secure and transparently managed. That is why we design policies and processes that ensure full transparency regarding how their data is collected, stored, used and protected, how we use AI ethically and how we promote the responsible use of technology.

Privacy and Security Centre

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Privacy

Privacy
Transparency and access to take control of data.

Security

Security
Security of networks / systems to ensure the integrity, availability and confidentiality of information.

Artificial Intelligence

Artificial Intelligence
Ethical use of artificial intelligence (AI) to promote people-centred digitalisation.

Responsible Use

Responsible Use
Protecting the most vulnerable groups.

Responsible design in the development of products and services

We work to incorporate ethics and sustainability into all phases of product and service design, from initial concept to customer delivery, thereby minimising our potential negative impact and maximising the social and environmental benefits of our products and services.

Additional Information