Ferrovial is committed to the quality of its products and services and to the continuous improvement of its business processes and activities through innovation.
The contracts concluded by all business areas include quality and environment systems. On most occasions these systems are certified according to ISO 9001:2008 and 14001:2004 standards and by the main accredited certification companies, including AENOR (Spanish Association for Standardization and Certifi cation), SGS, BVQi (Bureau Veritas Quality International), BSI Group and ERM CVS.
QUALITY AND INNOVATION: 2011, 2010, 2009 and 2008 | Quality and innovation | | 2011 | 2010 | 2009 | 2008 |
| Activity certified to the ISO 9001 standard | | 71 | 67 | 64 | 67 |
| Customer satisfaction (0 to 5) | | 4.0 | 4.1
| 3.9 | 3.9 |
- Certified activities. 71% of Ferrovial's business activity is certified to ISO 9001:2008 Quality Management Systems.
- Satisfaction. Overall satisfaction of customers is 4.0 points out of 5, measured through internal surveys.
- Claims. All businesses have internal procedures which establish the methodology for detecting, identifying, recording and monitoring complaints made by customers about the products or services.
Ferrovial's infrastructures provide services to more than 1 billion customers and users. One of the pillars of its Corporate Responsibility policy is to best meet customer expectations through quality, safety and the constant improvement of all its products and services.
2012 Objectives
Cespa has monitored compliance with applicable requirements (legal and contractual) and risk management. To this end it has conducted technical audits at its centers in order to identify the environmental risks and, where necessary, carry out the corrective actionsneeded to address them: 47 technical audits planned for 2011 were conducted, in accordance with the 2011-2012 Biennial Technical Audit Plan.
In order to involve all stakeholders in quality and environment management, the company has established awareness-rising training actions for all employees at least every three years, it has put in place dialog mechanisms with stakeholders so that they can engagewith the content of the sustainability report, and has partnered the Public Cleaning Business Association (ASELIP) in the completion and implementation of the Standard Environmental Risk Report (MIRAT) for waste treatment facilities.
Some of the goals for 2012 include the implementation of the Quality and Environment Management System in the “Ecoparque de Toledo” ecopark center, and the certification as per the ISO 9001, ISO 14001 standards and EMAS III regulations. The Customer Portalwill be given a technological renewal to improve the range of services provided and to facilitate customer communication with Cespa.
Ferrovial Agroman has monitored and checked the control of topography equipment on site. In order to disseminate and share
knowledge, the number of best practice sheets relating to dampness and façades (Building) and to sub-bases and spread mortar (Construction Work) was increased.
The ISO 14001 certifi cation system was implemented in Portugal and the OHSAS was implemented in the UK.
Digital filing of relevant construction work documentation such as authorizations, tests and hazardous waste has become standard;and a follow-up will take place during 2012 to ensure that the goal is met.
Cadagua has drawn up a Quality Plan for Bids based on the UNEISO 10005:2005 standard, which will be updated according to the
scope of each contract. In order to disseminate and share knowledge, a best practice catalog has been created, based on the most common incidents in works and operation. 11 sheets have been made and will be published in 2012.
Annual Report
