Continuing with the drive towards quality in the management of all of its processes, operations, and activities in the countries and businesses in which it operates, IBERDROLA has achieved two new European recognitions for the implementation of the EFQM European excellence model at the Networks Business in Navarre and at the Logistics Operation (Amara) throughout Spain.

Furthermore, new ISO 9001 quality systems were implemented in 2012:

• At the Renewables Business, for the Operation of Wind Farms in Spain, the United Kingdom, and Germany, which represents approximately 50 % of the Company’s total wind power in MW worldwide.
• At the Corporation, for the Purchasing Division, in its activities in Scotland.
• In the Generation and Retail Business, for the Rye House and Longannet generation plants in Scotland, Energy Works in Cartagena, the liquidation processes of energy and metre management processes in retail activities, the IT and services unit, as well as the inclusion in a single global certificate of all those already existing in Spain, Portugal, Mexico, and the United Kingdom.
• In the Networks Business, for the New Supplies process in Albacete and Cuenca, as well as for all Inspection work order management centres.

Numerous improvement projects have also been undertaken:

• The extension to Brazil of the Corporate Internal Customer Satisfaction Survey in which there has been a strengthening of the assessment of improvement plans for key corporate services in Spain, the United Kingdom and the United States of America.
• The inclusion of the requirements of the AA1000 standard in the Hydroelectric and Thermal Generation quality systems in the Generation and Retail Business.
• The performance of more than three thousand quality inspections on the Company’s own employees in the Networks business, and over eleven thousand on contractors, as well as the momentum given this year to standardisation, with the generation of 61 new organisation manuals and the update of 117, covering 98 % of those currently in existence.
• At Engineering, the definition of new quality of supply indicators to monitor the effectiveness and efficiency of inspections at workshops, as well as the improvement of procedures for offers and operations.

The IBERDROLA Group continues to support existing quality organisations and to operate its programme to promote excellence at its suppliers.