Products and services

Certified activity 

Quality

The search for quality in its products and services are the guidelines that underpin Ferrovial's business performance. The Company is committed in the Code of Business Ethics to providing employees with the means required to develop adequate quality management systems at all times.

Ferrovial uses the following instruments to achieve this goal:

  • A Quality Management System certified to the ISO 9001 standard, which has been implemented in 65% of the business.

  • A Quality Handbook that includes 14 organisational procedures to assure the quality of products and services contracted and determine customer satisfaction through non-conformances, complaints and surveys.

  • An evaluation of customer satisfaction with all Ferrovial activities through direct (satisfaction survey) and indirect (analysis and follow-up of complaints, non-conformances, communications and internal audits) measures.

  • Since 2004, the Company has had a quality indicator system for all its corporate areas that produces a scorecard which is reported to the Management Committee each quarter.

The Ferrovial Group's Quality and Environment Department has developed the "Normateca" application in collaboration with the Quality and Environment Departments in other business areas. This application uses a search engine to find the standards that apply to a contract and furnishes 2,000 users access to technical standards such as the UNE standards, technical instructions and the obligatory provisions in place for all Ferrovial divisions in Spain.

5,602 training hours in quality were received in Ferrovial's different business areas in 2007, 20% more than in the previous year, which is due in part to the increased perimeter resulting from the inclusion of BAA, Budimex and Swissport in this indicator.

As for product and service labelling, specific labelling is not required since the enormous majority of Ferrovial activities do not generate marketable products. Customer-generated waste or hazardous waste is labelled according to the provisions of the legislation in force.