Quality Management

Quality Management System

The Gazprom Group controls the quality of its products (works, services) at all stages of their life cycle. This process is based on a comprehensive approach that includes adherence to strict internal regulations, compliance with national standards, and the use of modern quality assessment and monitoring methods. Quality management systems (QMS) are in place at PJSC Gazprom and across the Gazprom Group’s subsidiaries and entities.

Material topic 13

Quality management at the Gazprom Group

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companies of the Gazprom Group were certified for compliance with GOST R ISO 9001-2015

Structure of PJSC Gazprom’s QMS

The overall structure of PJSC Gazprom’s QMS comprises 15 PJSC Gazprom departments and 47 PJSC Gazprom subsidiaries (including 11 upstream, 19 midstream, 2 downstream, and 15 other subsidiaries of PJSC Gazprom).

In 2024, a surveillance audit of PJSC Gazprom’s QMS was conducted, following which the Company’s QMS certificate of compliance with GOST R ISO 9001-2015 was extended until 2026.

Number of the Gazprom Group entities with QMS audits passed

For more details on the Gazprom Group’s quality management regulations, see the official website of PJSC Gazprom.

Control of the Supplier Performance Quality

To ensure a high quality of products, works, and services, PJSC Gazprom recommends that its suppliers (contractors, service providers) implement QMS systems based on the STO Gazprom 9000 corporate standards. These standards provide for stricter requirements compared to similar national standards, and introduce additional requirements to ensure the quality of products, works, and services taking into account the nature of the safe operation of PJSC Gazprom’s facilities.

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suppliers of goods, works, services, and the Gazprom Group entities certified their QMS for compliance with STO Gazprom 9001-2018

Customer Satisfaction Monitoring

PJSC Gazprom places a strong emphasis on maintaining superior product, works, and service quality through ongoing customer satisfaction monitoring, by measuring and analyzing the second-level STIs — Customer Satisfaction Index.

In 2024, the Group collected feedback from approximately 84,000 customers to calculate these indices. All target index values were achieved.

Customer satisfaction indices, %
Gazprom Group Indicators20, 21, 22
 

Measures to mitigate risks of deteriorating quality of products, works, and services

To mitigate the risk of quality deterioration, the Gazprom Group deploys comprehensive quality controls across all stages of product, work, and service lifecycles. To make these efforts more effective, quality management systems (QMS) have been implemented at PJSC Gazprom and the Gazprom Group entities, which include procedures for managing substandard products. The management of any substandard products includes their identification, rectification, subsequent re-evaluation, and a thorough analysis to pinpoint the origins of non-compliance, thereby facilitating corrective responses. When substandard quality products are detected, the Gazprom Group entities will promptly inform customers. In such instances, products with unidentifiable or questionable status are classified as non-compliant.