We have recently completed the process for ISO 9001 certification, and we are pleased to announce that as of December 21, 2020, we are now officially ISO 9001 compliant.
For those not in the know, ISO 9001 is one of the ISO Quality Management Systems. A quality management system is a set of procedures and guidelines on how to deliver services and maintain consistency across an organisation as well as between different organisations.
ISO 9001 sets out a standard for quality across an organisation. The idea is to set a baseline level of service and professionalism across a variety of industries, not just in IT. Increasing the reliability, stability and service of a business. ISO 9001 covers 7 key areas.
- QMP 1 – Customer focus
- QMP 2 – Leadership
- QMP 3 – Engagement of people
- QMP 4 – Process approach
- QMP 5 – Improvement
- QMP 6 – Evidence-based decision making
- QMP 7 – Relationship management
Why We Have Chosen To Gain ISO 9001 Certification
We already greatly exceed the expectations in most of these areas but it’s not enough for us to know that we want to show our current and future customers the quality and dependability of our IT services.
This is key to why we decided to pursue ISO 9001 certification, because we were confident we were already meeting the requirements in almost all areas.
Today, let’s look at 2 of these areas, customer focus and improvement.
QMP1 – Customer Focus
We’ve always put our customers first and regularly receive excellent reviews on our service. But it’s always nice to make it official. By gaining ISO 9001 certification we are pledging to:
- Increase customer satisfaction.
- Increase customer loyalty.
- Increase the reputation of our organisation amongst our customers.
- Overall improvement in the relationship between us and our customers.
- Assurance of service.
QMP3 – Improvement
A culture of continual improvement is the third pillar of the ISO 9001 checklist. A culture of improvement means having a critical eye on your own processes, having set internal auditing procedures, finding opportunities for improvement and implementing them in a measurable and timely manner.
Those of you who have been a customer of ours for several years will have noticed a steady improvement in the quality and efficiency of our services. For example, last year we managed to bring our average ticket resolution time down to under 15 minutes. But we won’t stop there, we’re aiming to get the resolution time even shorter.
These are just two of the areas we have increased our focus on as part of our ISO process. We’ll let you know more as we roll out more changes in the new year.