Ferrovial provides services to more than 1 billion customers and users through its airports, toll roads and other transport infrastructures. The challenge is to best meet customer expectations through quality, safety and innovation.
| Quality and Innovation | 2008 | 2007 | 2006 | Var 08-07 |
| Quality of products and services (perceived)* | 70.7 | 69.3 | 68.8 | 2% |
| Customer satisfaction (0 to 5) | 3.9 | ND | 3.9 | |
| Average complaint resolution time (days) | 28 | 28 | 28 | |
| Satisfactory complaints management (perceived)* | 63 | 60.8 | 55 | 4% |
| Activity certified to the ISO 9001 standard | 67% | 65% | 75% | |
| Activity certified to the ISO 14001 standard | 57% | 56% | 61% | |
| Adaptation to change (perceived)* | 68.9 | 67.6 | 65.9 | 2% |
| RDI budget (€M) | 18.5 | 54.6 | 3.1 | -66% |
| Innovation project subsidies (€) | 1,173,832 | 993,103 | 630,752 | 18% |
| *Source: RepTrak | ||||
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.
The Company has a Quality Management System certified to the ISO 9001 standard that currently covers 67% of its activities and will be extended to the Group's other activities.
Some Company divisions have an RDI Management System designed to the UNE 166002:2006 standard. This system ensures the highest technical quality and profitability of Company projects while guaranteeing the transparency of its RDI activities.
Customer satisfaction level was 3.9 out of 5 points in 2008.
The Ferrovial Group’s Quality and Environment Department handles complaints from customers or users who are dissatisfied with the solutions provided by the business area and request solutions on the Ferrovial Group’s channel. Three complaints were handled at the Corporate level, two of which were from homeowners.
Complaints are received by e-mail, telephone or post and registered in the Shyva application, which monitors the number of complaints, analyses their causes and identifies the companies involved and resolution time, among other indicators.
As for resolution time, 66.7% of the complaints received were resolved in fewer than 4 weeks and 33.3% were resolved in fewer than 8 weeks. All the complaints received have now been closed.
The most relevant advances in quality management were the improvements introduced in Heathrow Airport's management, because of their impact on users. Other outstanding initiatives included Terminal 5’s inauguration, investments in security checkpoint efficiency, the implementation of biometric controls at Customs and investments to enable Airbus A380 operations.
Other advances during the year were:
- The implementation of the Integrated Quality System (SIC in Spanish) in 80% of all Ferrovial’s construction works. The purchasing specs were adapted to the Technical Building Code and good practice files were devised in relation to the most frequent pathologies found in construction works.
- Ferrovial Agromán finished developing the post-sales phase incident management application denominated GREPA, which was implemented at 11 worksites in 2008; the first indicator is expected to be obtained in 2009.
- Document management. Cadagua began developing a document management program for documents related to contracts (offers, technical documents, projects) which will be complete in 2009. Cespa and MCI finalized the Administrative Documents Database application (BDDA) and production is expected to begin in February. Amey is conducting a major overhaul of the Documentum system to improve its document localization capacity.