same complaints system for the first time. It will continue to be implemented in 2012 until all of the companies in the Group use it.
The use of the quality database (QDB), available on the in- tranet, was also promoted. Developed exclusively for Fluidra and freely available to all companies, it applies an 8D (eight disciplines) analysis to bring about continual improvements and thus fulfil our customers’ needs. Furthermore, it ensures that all of the companies in the Group are informed of the achievements attained.
[4.12] Other companies in the Group, such as Idegis, Saco- pa and ATH also gave training to their customers from the public and private sectors on the use, installation and post- sales services of their products, placing special emphasis on energy efficient products.
Quality and satisfaction
[PR1] The implementation of the total quality management project (GIC) continued in 2011. Its aim is to improve the quality of our products and services from the customer’s point of view, and to improve our internal processes.
Fluidra created the Quality Control Committee to manage and engage in the company’s commitment to make continual im- provements and deliver customer satisfaction. The Committee is directly answerable to senior management. Its main goals for the next and coming business years are: • To set up a single complaints system common to all compa- nies, based on objectivity and flexibility.
• To identify and implement a single framework for action whe- reby all companies in the Group provide the same level of service.
• To analyse quality, the application of corrective measures and their follow-up to obtain better and more competitive pro- ducts.
• To establish smooth and constant communications with our customers by informing them of the constant improvements made.
• To offer our customers continuous training on our products and services so that they are better informed about them.
In 2011, the introduction of the new complaints modu- le started, as a result of which the Group’s sales and pro- duction companies, and our logistics operator shared the
AstralPool official partner, a win-win situation When we talk about customer orientation and focus, what we mean is giving customers maximum satisfac- tion, gaining their trust and loyalty, and providing them with the best possible level of service. Fluidra believes that one of the essential aspects of providing a good le- vel of service is the information and training we are able to give customers about our products and how to use them properly. Training gives rise to new knowledge and, therefore, increases the chances of improving re- sults, which is why customers set such great store by it.
The Official Partner scheme is a good example of cus- tomer focus as it is based on a win-win approach that benefits both sides and constantly seeks to improve business.
There are currently over 100 customers who have be- come official AstralPool partners in ten countries: Spain, Portugal, Italy, the United Kingdom, Greece, Hungary, Romania, Thailand, Chile and Angola. A comparative analysis of sales in these countries shows that sales to official partners rose significantly in 2011 in comparison with 2010.
The aim of AstralPool’s Official Partner scheme is to pro- vide Fluidra’s customers with appropriate training pro- grammes and increase their turnover.
During 2011, Fluidra has continued with the implementation of the GIC project for Integrated Quality
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OUR CUSTOMERS
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