Internal customers and external stakeholers' expectations are constantly monitored through surveys of both internal customers and suppliers in order to check the quality of the services delivered. The main initiatives in 2011 are as follows:
- The process that establishes the activities aimed at improving the Corporate Social Responsibility (CSR) of the supply chain has been redesigned by introducing a more comprehensive system of elements used to assess the sustainability of suppliers during the qualification stages, incoming quality and vendor rating. Details of the process are reported in Related documents and links;
- In December 2011, the ISO 9001:2008 certificate of conformity of the “Quality Management System” was confirmed for the Group's entire SC&RE department, with specific recognition for the initiatives taken in the field of sustainability. The certification required 27 department processes to be mapped, identifying 155 performance indicators that allow the management of services supplied to internal clients and suppliers to be monitored and improved. Furthermore, the ISO 14001 certification was confirmed for the facility and real estate service unit and infrastructure purchases.Application continued of the green procurement policy established in 2009, which contains guidelines for establishing the environmental requirements of products/services purchased.
- The policy covers all stages of the product life: design, production, use and end of life. Published on the supplier portal of Telecom Italia and in the sustainability section of the telecomitalia.com website, the document contributes to orienting purchasing policies towards low environmental impact products and services. With a view to ensuring the ongoing improvement andgreater involvement of suppliers, questions regarding the green procurement policy, and supplier adherence to the principles set out within it, have been included in the annual satisfaction survey (see section on Involvement initiatives).