Quality – the Finnlines way to operate

Quality is rooted deeply in Finnlines’ strategy. We are committed to providing reliable and sustainable sea transport services and to developing them continuously to meet and even exceed customer expectations.

Finnlines strives to bring added value to its customers and our quality work focuses on customer satisfaction. Well-designed processes produce consistent first-class services, which ensures Finnlines and customers long-term success.

Operational efficiency reduces variation in business processes, removes inefficiencies, and generates savings. Systematic work and application of best practices prevent errors and improve risk management.

Continuous improvement encourages all employees in the company to find smarter and better ways to work. Improvement may not always mean “faster” or “cheaper” but it can enhance customer satisfaction and brand visibility. A process-driven approach to business and operational activities ensures continuous improvement.

A self-learning organisation collects feedback from business processes and analyses deviations. By investigating findings, initiatives can be taken to remove root causes, to improve overall quality and to move ahead from solving individual issues to making long-term improvements.

Finnlines monitors quality issues across the value chain and audits key suppliers regularly to ensure that they maintain certain standards.

Finnlines is quality focused

Finnlines has appointed a Quality Manager and founded the Quality Network to integrate quality management procedures into operations, to communicate quality matters and to introduce the Quality Management System locally. The Quality Network consists of employees who are quality experts in their own teams. Employees have access to a channel to share opportunities for improvement.

Finnlines’ Quality Management System has been certified in accordance with the ISO 9001:2015 standard and most of the organisation is covered by this certification. Yet all business units benefit from the quality system.

Highlights in 2024

Finnlines’ Quality focused on improving quality tools, process mapping, and business intelligence in 2024. The key achievements included easy-to-use quality tools, visualised processes to increase organisational awareness, and leveraged data to monitor service quality and process efficiency.

Improved handling of deviations and feedback processes were developed for Freight Services during the year and both have been implemented from the beginning of 2025.