Service quality standards

Caja Madrid actively pursues excellence in all its activities, with the conviction that while corporate earnings are obviously important, the way you attain them also counts.

We therefore use a range of quality yardsticks and benchmarking tools to ensure high service quality and management excellence:

EFQM

The European Foundation for Quality Management (EFQM) model is an analytical tool based on indicators of business excellence. In 2007, Caja Madrid renewed its European Excellence 500 + Seal for a further two years on scoring more than 500 points according to the model. This recognition was granted by the organisation for the first time in 2005 and represents the highest distinction for corporate excellence at the national and European level, held by only 20 Spanish companies at the present time.

Quality management system

ISO certificates endorse the management quality of seven business areas in Caja Madrid, with Obra Social, Telephone Branch, Tasamadrid, Caja Madrid Pensiones, Gesmadrid, External Payrolls and Pensions and Securities Services all currently certified to ISO 9001:2000. The design and management processes of the Telephone Branch were certified for the first time in 2008, and all of previously certified areas were successfully audited once again by the external certifying agency.

Madrid Excelente

Caja Madrid has held the Madrid Excelente seal since it was first introduced in 2001, and renewed it once more in 2008. 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 make a strong commitment to 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.

CMMI Standard

In 2008, Caja Madrid earned the Capability Maturity Model Integration (CMMI) level 3 certification for excellence in the development of information systems. It was the first company in Spain and only the fourth financial institution worldwide to attain a level 2 rating in this international model, a major achievement considering it is a savings bank and not a software developer.

ISO 27002

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.