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Service quality standards
Caja Madrid pursues excellence in all its activities as a means to guarantee sustainable growth and give reasonable answer to stakeholder expectations, and in the belief that while a good economic result is obviously important, the way you attain it also counts.
It accordingly uses a range of measurement and benchmarking tools that accredit high service quality and management excellence:
EFQM
An analysis and monitoring tool for the organisation’s Management Model based on indicators of business excellence. In 2007, Caja Madrid renewed its Gold Seal for a further two years. This award was first granted by the Club Excelencia en Gestión e Innovación in 2005 in recognition of its scoring over 500 points on the EFQM model. The equivalent European commendation is the Recognised for Excellence - 5 Stars seal, the maximum recognition for corporate excellence, possessed to date by only 17 Spanish companies.Quality management system
ISO certificates endorse the quality management practices of six Caja Madrid organisational groups, with Tasamadrid, Caja Madrid Pensiones, Gesmadrid, External Payrolls and Pensions and Securities Services all currently certified to ISO 9001:2000. All the systems audited in 2007 by standards authority AENOR again came through successfully. AENOR also certified the design and management processes of the calls for social projects organised by the social welfare area of the Obra Social Unit, the first in the savings bank sector to receive such recognition.Madrid Excelente
Caja Madrid has held the Madrid Excelente seal since it was first introduced in 2001, and renewed it once more in 2007. This is an initiative sponsored by the Madrid Regional Government with the goal of aligning companies in the region around agreed standards of quality. The seal goes to companies that stake on ongoing innovation and improvement and the satisfaction of their staff, while actively contributing to the social and economic development of Madrid Region. In the first edition of the Madrid Excelente Consumer Confidence Awards, Caja Madrid came out the winner in the “Large Companies” category.THE CMMI STANDARD
Caja Madrid was the first company in Spain and only the fourth financial institution worldwide to attain a level 2 rating under the Capability Maturity Model Integration CMMI-SW/SE, a five-level standard marking the path to excellence in information systems development. This is a very high level considering that Caja Madrid is a financial institution. Preparations continued through 2007 for the attainment of level 3, hopefully in February 2008.BSI SECURITY CERTIFICATE
Caja Madrid was the first Spanish financial institution certified to ISO 27002, originating in British Standard BS7799-2:2002, which accredits world class standards and professionalism in the security management of IT systems and platforms. This recognition consolidates our status as a technology leader in Spain.