(Ferrovial) Quality & Management

Ferrovial has specific quality departments for each business area and activity that are coordinated by a Quality and Environment Department at the corporate level. This structure allows the relationship with each customer and user to be specialized and managed more closely. The Company has had a quality indicator system at the corporate level since 2004 and a balanced scorecard system.

The key management indicators defined in previous years were maintained in 2011. Carbon Footprint is one of these indicators.

These indicators are a selection of those established by the divisions to control their main processes and are systematically sent to Ferrovial's Quality and Environment Department.

The following table highlights the most significant indicators measured through our corporate scorecard.

The monitoring of the indicators seeks to establish areas for improvement through the development of specific actions..

Quality related complaints

All of the business areas have internal procedures used to establish the methodology for detecting, identifying, recording and controlling the complaints made by clients regarding the products and services. When a complaint is received through the Complaint Forms or by letter, e-mail, verbally, etc. a file is generated with the data on the complainant, the reason for the complaint, and the actions needed for resolution. Subsequently the situation is analyzed and the improvement actions are established. 

 In 2011, 4 complaints were received, 2 relating to buildings in Spain and 2 relating to maintenance. The number of complaints receivedcontinues to decline, given that the company has not been in-volved in real estate development, which was the main reason for the complaints. Complaints were resolved in less than 3 weeks.

 Ferrovial Agroman received 121 complaints relating to quality issues, and the percentage of complaints closed by the end of the year was 64%. Complaints pending closing are being managed in accordance with the established procedure.

Cintra has a Claims Index to measure the volume of complaints received regarding the Spanish toll roads. This indicator considers the number of complaints, average daily intensity (ADI) of vehicles, length of toll roads and vehicles-kilometer.

Ferroser has a management indicator to measure the volume ofcomplaints received by number of contracts. This study will give riseto actions to prevent them from recurring or minimize their consequences. It must be taken into account that the value obtained iscalculated according to the total number of contracts implementedwith the Quality & Environment System. They have decreased comparedto previous years, which means that the indicator has increased.The number of complaints in this period increased and one ofthe causes for this was the acquisition of two new types of activities– sports management and PRM (people with reduced mobility). Allcomplaints received are closed, or steps have been taken for theirclosing and solving.