Quality Policy

With the preparation of this document, the General Directors wants to explain how the continuous improvement of its performance and constant will be in future.

The Emmea Trade & Service Quality Policy is an integral part of the general policy and strategies, and it stands on five pillars:

1. CUSTOMER SATISFACTION
2. STAFF SATISFACTION AND INVOLVMENT
3. MUTUAL BENEFIT RELATIONSHIP WITH SUPPLIERS
4. COMMUNITY AND AUTHORITIES RELATIONS
5. PROPERTY SATISFACTION

Emmea Trade & Service depends on its customers, we must therefore understand their current and future needs, meet customer requirements and strive to exceed customer expectations. Therefore it remains essential to:

• Identify and understand customers needs and expectations,
• Make sure that our goals and objectives are consistent with the customer's expectations,
• Transmit and incorporate these principles to all the company levels,
• Measure customer satisfaction and act accordingly
• Provide products and services that meet the contract requirements and that comply with regulations and applicable laws and adapt to implementation of the continuous evolution of the sector
• Always ensure rapid and flexible responses based on market opportunities.
• Systematically manage relationship with the customers, in order to create greater loyalty and make our name and our products more known and famous.

2. STAFF INVOLVEMENT AND SATISFACTION

It is our Management’s will to have all of our workers involved in the organization, we believe that it constitutes the essence of the company and it significantly contributes to achieve always more ambitious goals. Therefore, all staff must:

• Understand the importance of its contribution and its role within the Company
• Openly discuss relevant problems and issues within their jobs,
• Freely share knowledge and previous experience with the other work-mates,
• Actively seek opportunities to develop its skills and knowledge,
• Evaluate its performance relating to objectives and business targets
• Accept the tasks and have responsibility to resolve any kind of problem.
• Contribute to have a continuous improvement.

3. MUTUAL-BENEFIT RELATIONSHIP WITH SUPPLIERS

In corporate strategies it is of fundamental importance the interdependent relationship with the suppliers. We believe that this will lead to mutual benefits, improving for both the ability to create value. Therefore Emmea Trade & Service aims to:

• Identify and select its main suppliers,
• Establish clear and open partnerships,
• Share experiences and resources with its partners,
• Establish relationships that balance short-term gains with long-term considerations,
• Identify joint activities for development and improvement.

4. COMMUNITY RELATIONSHIP

It is considered crucial for Emmea Trade & Service to maintain cooperative relations with the whole community. Our way to consolidate this position is to:

• Limit disruption in the operating sites management,
• Report and clearly define the sites in order to prevent accidents,
• Protect and respect nature.

5. PROPERTY SATISFACTION

The fifth pillar holding all Company policies, not least in order of importance, is the willingness to guarantee a continuous improvement to the company, also according to its budget. To achieve the desired objectives we must ensure:

• This policy to be disseminated and understood by the whole staff,
• To be consistent with other corporate strategies,
• The staff to have the necessary resources, to be adequately trained and granted to act freely with responsibility,
• Staff contributions and improvements achieved to be considered,
• The facilities to be adequate,
• System to be constantly monitored,
• Emmea Trade & Service image always to be guaranteed.

Quality System Manager is entrusted with responsibility for System Implementation and he’s authorized to manage, monitor, evaluate and coordinate the Quality System Management.