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Quality is an integral part of KONE’s culture. Our
ambition is to deliver consistent high quality to
make people’s journeys safe, convenient, and
reliable. We strive to reach this goal with the
active participation of everyone at KONE and
our “Quality starts with me” attitude.
We look at all of our operations from our
customers’ point of view. We focus on full chain
quality encompassing our products, processes,
and the services we offer, from design to
maintenance and modernization.
Our goal is to improve the quality of our
products and services throughout the
equipment life-cycle. We strengthen
our product quality through our quality
improvement programs and constantly improve
our installation and maintenance methods and
process by taking ownership of the quality of
our work.
We set targets and monitor key performance
indicators (KPIs) such as percentage of defect-
free units, first year call out rate, customer
transactional survey feedback and customer
complaints resolutions.
Everyone is responsible for quality
Good, solid working practices help us deliver
world-class products and services. If there is
an issue regarding quality, we look for the root
causes and take immediate action to solve it.
We listen to our customers closely by using
customer surveys and feedback questionnaires.
Ratings show that quality is among the top
reasons for choosing KONE as a partner.
We also support our employees so that they
have the attitude and skills to solve quality issues
in the most effective way possible. We give
practical guidance to our employees and provide
them with effective and easy-to-use problem
QUALITY FOCUS
AT KONE
PROVIDING THE MOST
SUSTAINABLE OFFERING
Elevators, escalators and automatic building doors are everywhere, and the
safety of the millions of people who use them is our first priority. In addition, the
quality and eco-efficiency of our solutions are critical. Quality is embedded in
everything we do, as we strive to deliver the best customer and user experience.
Eco-efficient solutions are a must in combatting climate change.
G4 INDICATORS RELATED TO THIS SECTION
G4 EN1: Materials used by weight or volume
G4-EN7: Reductions in energy requirements of products and services
G4-EN27: Extent of impact mitigation of environmental impacts of
products and services
G4-PR1: Percentage of significant product and service categories for
which health and safety impacts are assessed for improvement
G4-PR5: Results of surveys measuring customer satisfaction
G4-PR9: Monetary value of significant fines for non-compliance with
laws and regulations concerning the provision and use of products and
services