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Our customers' trust is based on the guarantee of our products and production methods, backed up by an integrated Quality-Safety-Environment management system (82% of sales were generated in triple certified units in 2009). In this context, listening more closely to our customers remains a priority, with customer satisfaction surveys routinely carried out and greater use of independent consultants to ensure freedom of expression.
With regard to ethics, a Group Ethics manager incites and coordinates actions by subsidiaries (circulation of the Code of Ethics to all personnel, training for managers). The decision was taken to focus on four key measures in 2009: extension of whistle-blowing procedures for anti-competitive practices, more thorough investigation prior to appointing salespeople through ADIT (a French state-run business intelligence agency), the creation of an Ethics Committee, and an ethics training programme for the management committees of all Group subsidiaries.
Encouraging our customers to opt for sustainable construction methods is a strategic priority for all Bouygues Construction entities, entailing training programmes on the theme for technical and sales teams, proposing green design alternatives, and informing and supporting customers. Initiatives that have been taken include the launch of an intranet for salespeople consisting of a knowledge base combined with a sales kit; organisation of sustainable construction breakfast meetings for customers; creation of a Sustainable Construction club as a forum for the cross-fertilisation of ideas with customers and partners; and tools to advise our customers, such as Projection (a software package to assess the sustainable development performance of residential projects) and CarbonEco®.
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Foster a trusting relationship with our customers, based on consideration, transparency and innovation.
82% of sales were generated in triple certified units in 2009.
Consideration and transparency
Our customers' trust is based on the guarantee of our products and production methods, backed up by an integrated Quality-Safety-Environment management system (82% of sales were generated in triple certified units in 2009). In this context, listening more closely to our customers remains a priority, with customer satisfaction surveys routinely carried out and greater use of independent consultants to ensure freedom of expression. With regard to ethics, a Group Ethics manager incites and coordinates actions by subsidiaries (circulation of the Code of Ethics to all personnel, training for managers). The decision was taken to focus on four key measures in 2009: extension of whistle-blowing procedures for anti-competitive practices, more thorough investigation prior to appointing salespeople through ADIT (a French state-run business intelligence agency), the creation of an Ethics Committee, and an ethics training programme for the management committees of all Group subsidiaries.
Support customers' initiatives in sustainable construction
Encouraging our customers to opt for sustainable construction methods is a strategic priority for all Bouygues Construction entities, entailing training programmes on the theme for technical and sales teams, proposing green design alternatives, and informing and supporting customers. Initiatives that have been taken include the launch of an intranet for salespeople consisting of a knowledge base combined with a sales kit; organisation of sustainable construction breakfast meetings for customers; creation of a Sustainable Construction club as a forum for the cross-fertilisation of ideas with customers and partners; and tools to advise our customers, such as Projection (a software package to assess the sustainable development performance of residential projects) and CarbonEco®.
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