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GOVERNANCE<br />
QUALITY AND EFFICIENCY OF THE PROCESSES<br />
Quality is monitored and pursued throughout the company’s internal processes, going beyond the focus on the<br />
activity of a single office. We seek an increasingly holistic vision aimed at continuous improvement.<br />
In order to achieve the highest Quality, a decisive role is played by all employees, competent and specialized in<br />
the various operational areas. Particular attention is paid to Customer Service, a team of dedicated and qualified<br />
internal FERCAM personnel who follow the customer from the first commercial contact to the delivery of the<br />
goods.<br />
In order to monitor the perception of service quality and company performance, we periodically conduct a survey<br />
through an external consulting firm specialised in market research, so to guarantee a third-party assessment<br />
of the results.<br />
Our company policy includes the following commitments related to Quality:<br />
Recognize client’s needs and<br />
inform him during the whole<br />
performance of service<br />
Inform the stakeholders about<br />
our performances<br />
Measure, evaluate and monitor<br />
the quality performances to<br />
look for a constant service<br />
improvement<br />
Adopt information and security<br />
systems that guarantee goods<br />
safety and integrity during all<br />
the stages of transport and<br />
storage<br />
Provide adequate training and<br />
information to its employees<br />
with regard to the activities<br />
carried out<br />
Involve the company functions<br />
at different levels and define<br />
measurable objectives<br />
108 SUSTAINABILITY REPORT 2 0 2 1 FERCAM SPA
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