VINCI - 2005 annual report

A RESPONSIBLE GROUP / CUSTOMERS AND SUPPLIERS
Our responsibilities
to customers and suppliers
VINCI’s relations with its customers and suppliers are based on mutual respect
and the sharing of common responsibility principles. In anticipation of customers’
growing expectations in terms of social and environmental performance, VINCI
subsidiaries are developing appropriate responses. They are also offering new
services and options with a strong environmental content, such as “high environmental
quality” buildings. In addition, VINCI involves its suppliers in its sustainable
development approach, notably through its purchasing policy.
Commitments
Guarantee the quality of services
and infrastructure
Involve suppliers and subcontractors
in VINCI’s sustainable development approach
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VINCI 2005 ANNUAL REPORT
Anticipating and
meeting customer
expectations
CONSULTATION AND
LISTENING TO CUSTOMERS
Listening to stakeholders is a priority
component of the Group’s quality policy.
From the start of any road infrastructure
project, Cofi route (VINCI Concessions)
initiates continuous dialogue with
neighbouring communities. This approach,
based on consultation and openness, is
formalised in a charter signed by the
company and the elected offi cials of the
communities directly affected by the works.
Along the route of the A86 Ouest motorway
in the Paris region, for example,
Examples of actions taken in 2005
consultation with local communities
improved the measures taken to blend
the worksite into its urban environment.
These included installing opaque fencing
and increasing the density of surrounding
trees to mask the site infrastructure,
erecting noise barriers, and adapting the
site’s working hours to the needs of local
everyday life.
The service culture that characterises VINCI
Concessions has led its subsidiaries
to develop an active policy of listening to
customers, mainly through Cofi route’s call
centre, which is open seven days a week,
and through customer satisfaction surveys
carried out by VINCI Park. In addition,
VINCI Park uses a system of mystery
customer visits, introduced three years ago,
to analyse and rank the quality of service
offered in each car park.
‰ Accessibility study of the Cofi route network carried out by the Garches
Hospitals Foundation.
‰ Charter of public service commitments drawn up by VINCI Concessions.
‰ Inclusion of a Global Compact clause in framework contracts.
‰ Safety evaluation of temporary employment agencies.
‰ Publication of guides for purchasing services from subcontractors
(VINCI Energies and VINCI Construction Grands Projets).