Quality of Our Products

Quality

Overview

Prysmian’s approach to quality is anchored in its global Quality Management System (PQMS), structured around the internationally recognized ISO 9001 standard. 

This system goes beyond compliance: it's a strategic framework that ensures consistent product excellence across all operations. The PQMS also integrates additional requirements from industry-specific standards, making it both robust and highly relevant to the sectors Prysmian serves. 

The company’s overarching commitment to quality is outlined in its Quality Policy (link).

Internal Audits

Internal audits are a key part of Prysmian’s quality strategy. These audits are conducted regularly to ensure that the defined processes are being followed and continuously improved. A dedicated Quality department oversees these evaluations, helping local teams stay aligned with global standards and drive operational excellence.

3rd Party Certification

Prysmian’s QMS is not only internally monitored but also externally verified. The system is certified to ISO 9001 by accredited third-party bodies. This external validation reinforces the credibility and reliability of Prysmian’s quality practices. 

The Prysmian SpA ISO9001 certificate is publicly available for download here.

In addition, all Prysmian manufacturing plants operate under ISO 9001-certified Quality Management Systems, certified at the legal entity level.

Product Quality

To avoid defective products reaching customers, Prysmian has embedded quality controls throughout its production process, increasingly powered by artificial intelligence. AI-based tools support the early and reliable detection of defects directly on the production line, well beyond the limits of traditional inspection methods, and are progressively applied to large volumes of process data to uncover hidden correlations, detect anomalies before they escalate, and accelerate root-cause analysis. These capabilities are part of a broader, Group-wide effort that is progressively scaling artificial intelligence across our manufacturing footprint.

The company follows a "zero defects" and "right first-time" philosophy—not only as guiding principles, but as measurable quantitative targets against which product quality performance is monitored and assessed, at Group, regional and plant level. These targets aim to drive non-conformities toward zero and maximize the share of products manufactured correctly the first time, increasingly enabled by AI-powered monitoring and analytics.

Quality-related risks may emerge at any point along the value chain—from product design and development, through raw material sourcing and manufacturing, to storage and final delivery to the customer. For this reason, Prysmian maintains dedicated monitoring and control mechanisms at each of these stages, with digital solutions and artificial intelligence playing a growing role in strengthening detection capability.

Prysmian has established a structured, Group-wide process to identify, register and classify any deviation from product requirements—whether detected internally, including through AI-supported tools, or reported by a customer—ensuring full traceability of the batches involved and consistent handling across all plants and regions.

Every identified non-conformity is investigated through a systematic root-cause analysis, increasingly supported by AI-driven data analytics, leading to the definition and implementation of corrective actions aimed at eliminating the underlying cause and preventing recurrence. Throughout the reporting period, no instances of non-compliance concerning the health and safety impacts of our products or services were recorded.

These efforts are part of a broader commitment to continuous improvement, where AI-enabled performance data, customer feedback, and audit results are regularly analyzed to refine processes and elevate product quality over time.

Complaints

Prysmian has clear mechanisms in place for external stakeholders to report issues with products. Complaints, especially those related to defective items, can be submitted through Prysmian Customer Service. These are tracked and analyzed to identify trends and implement corrective actions. By a systematic and analytical investigation on the root causes, the company has seen measurable improvements, including a significant reduction in complaint volumes over recent years.

Customers can rely on multiple channels to request support and provide feedback, including an AI‑based chatbot, online form submission or direct email contact, a dedicated phone line, and in‑person assistance. These touchpoints ensure accessibility, responsiveness, and a consistent customer experience across regions.

Prysmian also adopts a structured process to incorporate customer feedback into product and service development, allowing insights from the field to inform continuous improvement, innovation, and corrective actions.

The complaint handling and resolution process includes formal confirmation to the customer that the complaint has been received, transparency regarding expected timelines for resolution, and clear communication throughout the investigation. To reinforce trust and accountability, the complaint management system undergoes independent external verification, aligned with internationally recognized standards such as ISO 9001.

Quality Culture

Training is central to Prysmian’s quality culture. All internal stakeholders, from engineers to managers, are regularly trained in their roles within the QMS.

Digital training resources, along with structured programs like the Quality Academy, help build competence and awareness, reinforcing a shared responsibility for quality across the organization.