Registration Document BOUYGUES

IMPROVING PRODUCTS
AND SERVICES FOR
THE BENEFIT OF
CUSTOMERS
Bouygues group companies have an obligation to
treat their customers honestly and fairly. They are
convinced that customer satisfaction is key to the
Group's long-term future. Each subsidiary gives
priority to high-quality contact and ensures that
product and service quality is constantly improved,
paying attention to health and safety in the use of
the products it offers.
Ensuring customer
satisfaction
Over 90% of the sales 1 of the construction businesses
had IS0 9001 certification in 2011. The
Group applies stringent standards to the structures
it builds, such as the HQE ® High Environmental
Quality standard, LEED (Leadership in Energy
and Environmental Design) and BREEAM
(Building Research Establishment Environmental
Assessment Method).
Subsidiaries also use various means to measure
customer satisfaction, such as regular surveys
and databases, and take action on the basis of
the results.
Ensuring customer loyalty by listening to what
they have to say and building close links through
dialogue are principles applied by all Bouygues
subsidiaries (see the Business activities and CSR
section of this document).
Protecting consumer health
and safety
QSE departments in all business areas ensure that
product and service quality is constantly improved,
paying attention to health and safety in the use of
the products offered.
Subsidiaries also conduct research into the health
aspects of products. Bouygues Construction and
Bouygues Immobilier are working on air quality
inside buildings, while Colas is developing asphalt
mixes that improve road safety. Bouygues Telecom
encourages people to use the hands-free kit with
their mobile phone and actively contributes to
radiofrequency research. TF1 emphasises child
protection, both in the programmes it broadcasts
and on its websites.
COMMUNITIES AND
LOCAL DEVELOPMENT
Local development
Colas operates on international markets not in
order to relocate its activities but to seek opportunities
for growth and to balance country risk.
By recruiting locally, Colas brings training and
financial support to local people. In Africa, Colas
contributes to social development not just through
its projects but also in the wider community.
Healthcare initiatives such as medical check-ups,
dispensaries and AIDS and malaria prevention
campaigns benefit whole communities as well as
local employees and their families.
The subsidiaries of Bouygues Bâtiment
International, itself a division of Bouygues
Construction, take part in the economic and social
life of the countries in which they operate and
forge close links with local charities and educa-
tional institutions. Employees in Cuba and Vietnam,
for example, teach university courses free of
charge. Partnerships have been concluded
with several universities in Nigeria. Students
are given training and a grant and may join the
company when they have finished their course.
Internationally, Bouygues Construction is also
involved in many charitable initiatives for children,
the very poor and the disabled. Specific partnerships
have been concluded, including one with
Care for the reconstruction of housing in Cuba after
the hurricanes there and another with Emergency
Architects to enable volunteers from the company
to leave on humanitarian missions in disasterstricken
countries, notably Haiti.
Customers are a central concern for Bouygues
Telecom. In 2011, the operator came top of the
TNS Sofres-BearingPoint customer relations league
table for the mobile and fixed/ISP segments. It
was the fifth year running that it had achieved the
accolade in the mobile phone segment.
Convinced that socially responsible behaviour is a
precondition for sustainable long-term economic
performance, Bouygues group companies endeavour
to forge links between their activities and the
places where they operate. Local action and the
use of local resources are the key to involvement
in local communities.
(1) excluding the US and Canada for Colas
BOUYGUES • 2011 Registration Document • THE GROUP • Corporate, social and environmental responsibility • 46