Assessing the expectations of our stakeholders is a key part of this framework at site and country level, and at regional and global levels too. This means not only talking to our stakeholders, but listening, learning and responding as well. This is essential, and we have seen important value created when we have understood and responded to our stakeholders’ expectations – and, when we have failed to manage expectations, our business has suffered disruptions. Every two years, we undertake a Speak Up! survey of employees and, in individual countries, we’ve commissioned external ‘reputation surveys’ consulting a range of stakeholders.