Quality Management System
The Gazprom Group exercises quality control at every stage of production. This comprehensive approach rests on 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.
The overall structure of PJSC Gazprom’s QMS comprises 15 PJSC Gazprom departments and 47 PJSC Gazprom subsidiaries and entities (including 11 upstream, 19 midstream, 2 downstream, and 15 other subsidiaries of PJSC Gazprom).
Carried out since 2017, systematic coordination of subsidiaries’ and entities’ operations, and harmonization of tools and methods for meeting standard requirements have brought QMS status to a consistent level across the Group, regardless of each entity’s individual stage of development and maturity.
The updated scope covers:
- exploration, prospecting, production, treatment, transportation, processing, distribution, storage, and sale of natural gas, gas condensate, and oil;
- design, construction, reconstruction, technical upgrading, major overhaul, and diagnostics of oil and gas and energy infrastructure facilities and non-production facilities, along with pre-investment studies and engineering surveys;
- production, distribution, and sale of electric and thermal energy;
- production and sale of compressed and liquefied natural gas;
- educational activities;
- creation and maintenance of the infrastructure required to carry out the above activities;
- management of PJSC Gazprom’s subsidiaries and entities engaged in the above activities.
This work is aimed at establishing a unified, integrated QMS across PJSC Gazprom and the Gazprom Group, minimizing the risk of quality decline by harmonizing management tools and methods and improving the traceability of QMS process operations.
For more details on the Gazprom Group’s quality management regulations, see the official website of PJSC Gazprom.
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.
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 2025, the Group collected feedback from approximately 92,000 customers to calculate these indices. All target index values were achieved.
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.