Sustainability Report 2018

Customer satisfaction & quality

Why this topic is important to us

The satisfaction of our customers is absolutely vital to the development of our business. To a significant extent, this factor determines our ability to secure new orders, to continue or intensify our existing business relationships and, ultimately, to achieve economic success.

The quality of the services we provide is directly causal to the satisfaction of our customers. This is why the quality of our service provision is a defining element of our business model. We orient the range of our services by our customers’ needs and provide services specifically tailored to their requirements.

Our concept

Generally, we maintain long-term business relationships with our customers. We provide the bulk of our services directly on-site at their premises. As a consequence, we will experience directly whether or not our customers are satisfied. What is more, once a project is completed, we enter into a person-to-person dialogue with the service recipients to learn whether they are happy with our performance. In addition, many of our operative companies conduct customer satisfaction surveys once or twice a year.

The key account management of the respective operating units is responsible for performing the customer satisfaction surveys and for developing these surveys further. In order to enable access across the Group to the results of these surveys in future, a software application was implemented as part of the system in 2018 that provides for standardized questions on the topic of customer satisfaction for all Group companies. It is planned for Corporate to inform the Executive Board of the status of customer satisfaction several times a year.

We address the risks associated with quality deficiencies by a comprehensive quality management and process management system. It begins with the operating units, who are responsible for the quality of their products and services and who monitor it accordingly. These units are supported in their efforts by the quality-management teams of the divisions as well as by Corporate HSEQ.

Quality-management systems certified in accordance with DIN EN ISO 9001 are in place at 64 of Bilfinger’s 73 operative companies. As of 2015, Bilfinger also holds a cross-divisional matrix certificate; this serves to ensure uniform quality standards throughout the Group in Europe. By the end of 2018, the certificate already covered 23 operative companies at 79 locations. By 2020, we intend to have expanded the matrix certificate to cover all the relevant operative companies in Europe and the Middle East that already have their own 9001 certificate. Our processes and operating units are audited and certified by external enterprises. Furthermore, we work together closely with Deutsche Gesellschaft für Qualität (DGQ, German Association for Quality), the European organization for Quality, and the various regional branches of the Technischer Überwachungsverein (TÜV, Technical Supervision Association).

Using system specifications, internal audits, as well as comprehensive training and continuing education in the field of quality assurance, we intend to ensure that our high quality standards are consistently maintained and continually enhanced.

CRM
Customer Relationship Management
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HSEQ
Health, Safety, Environment & Quality
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HSEQ
Health, Safety, Environment & Quality
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