Bouygues Immobilier creates exceptional high-quality homes, offices and retail parks for the wellbeing of its private customers and corporate clients. This policy is just one of the reasons why the company is so successful in France and the wider Europe.
Quality
Quality: central to the mission of Bouygues Immobilier
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Bouygues Immobilier creates exceptional high-quality living spaces in which its customers feel at ease. To help us deliver this mission, we have put in place a quality strategy built on: |
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listening to customers at every project phase, from design to after-sales service
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a dedicated quality structure, with a Steering Committee (chaired by the Chairman & CEO), a Quality Director and regional Quality Agents,
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indicators that quantify customer satisfaction, building quality and service provision quality,
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quality appraisals conducted in-house for every completed project, so that we can benefit from the experience gained,
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audits of operational centres conducted annually in-house by specially-trained employees,
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an Annual Improvement Plan specific to each region, setting out the guidelines for future improvements.
An ISO 9001 certified quality system
In 1996, Bouygues Immobilier became the first developer in France to receive ISO 9001 certification, and was awarded ISO 9001 2000 certification for all its businesses in France in 2003 and in 2006. Our Spanish and Polish companies are also ISO 9001 certificated.
For our customers, this is a guarantee that Bouygues Immobilier will implement the defined quality standards at every stage of each project and ensure that those standards are maintained. These standards also cover the management, business areas and operation of the company itself, and apply to:
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the rigorous selection of construction sites on the basis of criteria relating to the quality of access, environment and proximity to public amenities,
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the architectural and functional design aspects of homes, offices and retail parks in order to create spaces that people enjoy living and working in.
Continued certification is subject to regular audits conducted by an independent body to ensure continued compliance with ISO quality standards.
Quality indicators
Bouygues Immobilier has implemented a system of quality indicators that can be applied to assess every development.
These indicators relate primarily to:
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meeting delivery dates
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product quality (e.g. by quantifying the number of snags noted at the handover stage)
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how effectively snags are resolved (by measuring the percentage resolved within 3 months)
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customer satisfaction surveys
Customer satisfaction surveys
When each development is completed, we ask our customers (via a survey company for residential developments and via the Development Manager for commercial developments) to tell us what they think about:
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The results of these surveys are used as the basis for drawing up quality system improvement plans.
Quality is an issue for everyone
Bouygues Immobilier employees are involved in the quality process at every project phase, which is why we have our own Intranet to supply them with all the information they need:
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documentation: quality personnel, quality manual, methods and procedures
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management tools: indicators, process management, strategic reviews, audits, etc.