Customer Satisfaction

Our innovative services and products create high lifecycle value for our customers. By focusing on selected industrial segments, we know our customers’ needs and expectations better than our competitors do.

In technology, product and service development we strive to minimize the total environmental impact throughout the entire lifecycle of our products. This – in turn – helps our customer to develop more eco-efficient products and processes on their own.

We are committed to design our products in line with industry standards with respect to QESH requirements.

We advise our customers with respect to the safe handling and transportation of our products as well as usage and destruction in a safe manner which will not cause unsustainable impact to the environment.

We monitor our customers’ satisfaction in accordance with a planned procedure, and we utilize the feedback to improve customer satisfaction.

Performance of Operations

We regularly assess QESH aspects and their impact on our business.

We also regularly assess our operations in compliance with the relevant local QESH legislation and requirements as well as the general industrial standards.

We continuously improve the performance of our business processes by setting improvement targets and by executing actions to achieve these targets.

Success through Skilled and Motivated Employees

Every employee (with two Sulzer specific amendments)

• is trained with respect to the QESH aspects of his work and applies them in his own work;
• is responsible for the quality, environmental, health and safety aspects of his work; and is particular responsible for the fulfillment of the required specifications. (Partly Sulzer specific)
• knows his role in our business processes.
• reports immediately deviations to the defined objective to the management. (Sulzer Specific)

Management Responsibilities and Systems

The management provides evidence of its commitment to the QESH policy and the respective management systems by:

• communicating the importance of the issues to the organization;
• ensuring that customer satisfaction and performance of operations are monitored and assessed;
• ensuring that environmental and occupational health and safety aspects are assessed;
• setting improvement targets;
• conducting management reviews.

Our internal and external communication on QESH issues shall be open, clear and fair.

The quality management systems conform to the requirements of the international standard ISO 9001:2000. If possible, we promote common management systems for our business units including local management systems.

We promote integrated management systems including the relevant environmental and health and safety aspects. For environmental issues we recommend to follow the requirements of the international standard ISO 14001. For health and safety aspects we recommend to follow the requirements of the international standards SCC (Safety Certificate Contractors) and/or OHSA 18001 (Occupational Health and Safety Assessment Series).

All major locations possess local emergency management systems according to their needs, local legislation and requirements (see Corporate Regulations CR 3.3, “Corporate Crisis and Emergency Management System [CCEMS]”).