Arthur D. Little S.p.A. is an integral part of a multinational management and strategic consultancy company that provides services in over 30 countries, with a culture of innovation, professionalism and independence from which its Clients have benefited for over a century.

The Arthur D. Little’s Management plays an active role in the continuous improvement and strengthening of the Quality Management System (QMS) aimed at pursuing the quality of service and customer satisfaction.
In order to be in line with the evolution of customers' expectations in terms of quality, the Management systematically adapts its QMS to ISO 9001 guidelines extending it with a view to the overall improvement of the quality of the service provided to the Clients.

Following the coronavirus (COVID-19) outbreak, the Company has been dealing with the emergency by protecting the health of staff and Clients through the implementation of governmental, ministerial and regional provisions for the containment and management of the epidemiological emergency. In particular, the Management has made all efforts to ensure the protection of public health, taking the necessary organizational measures (e.g. Smartworking) and developing the appropriate safety protocols.

About the international events of war involving Russia and Ukraine, the Company confirms its condemnation of war and any unjustified act of violence perpetrated against innocent people and contrary to its mission to discover new ways to improve and extend people's life. The focus is primarily on the safety and well-being of stakeholders and their families, together with help and support to all those in need through coordinated initiatives with our Corporate.

In addition, at the end of 2022 ADL began the certification of its human resources management process according to the PdR/UNI 2022 guidelines for Gender Equality. The Management considers it fundamental for a correct development of the company's human resources, paying great attention to processes characteristic of HR life cycle in accordance with the principles of the UNI ISO 9001:2015 standard, improving its performance by implementing a workforce management that maximizes the satisfaction of its employees and all parties, internal and external, affected by its organization (stakeholders, employees, customers, suppliers, partners, etc.).

Arthur D. Little continues thereby its activities by prioritizing and protecting the health and safety of workers and of all those who come into contact with the company, in compliance not only with governmental provisions but also with public health and UNI EN ISO regulations.

The Management considers the administration of its organization in accordance with the ISO 9001 standard essential for a correct development of the company. To this purpose, an integrated company management system has been established in order to guarantee:

• quality of service in terms of effectiveness and efficiency;
• ability to identify and meet the implicit, explicit and latent needs of the relevant parties (stakeholders);
• monitoring of company processes;
• growth of company know-how at all levels;
• compliance with the applicable regulatory framework;
• respect for gender equality, the application of inclusive practices and respect for professional ethics;
• respect for environment;
• health and safety protection in workplace.

It is therefore essential for Arthur D. Little to implement a QMS capable of ensuring:

• the compliance of services and processes with national and international laws and mandatory regulations, as well as with the environmental and professional ethics;
• the compliance of the services provided with the needs of current and potential customers;
• the reduction of internal and external inefficiencies and their repetitiveness;
• a systematic approach based on the analysis of risks and opportunities in order to identify the actions and carry out their management;
• the optimization of the planning, supply and control processes of the services provided;
• the correspondence between the support processes and infrastructures, IT in particular, and the business needs of customer service;
• the monitoring and analysis of indicators for the assessment of their effectiveness, in managing the services provided and also in the reduction of inefficiencies and timely resolution of any customer complaints.

Milan, March 2023