IP Dynamics is ISO 9001 – 2015 certified
Since 2005 we have been implementing contact center and telephony solutions for companies in Germany and recently also in Switzerland. Our customers are large companies from a wide variety of industries. In the projects we often have to crack hard nuts. This know-how was recently confirmed to us by an independent body: We are certified according to ISO 9001 – 2015!
Hartmut Junge, our expert for processes and quality management, was involved in the project “ISO Certification”. In an interview, he illustrates that ISO certification is a complex project, why it is worth the effort anyway, and what quality management has to do with cooking.
Hartmut, for more than one and a half years you have been responsible for processes and quality management at IP Dynamics. Preparations for certification to ISO 9001 – 2015 took almost as long. Why is this so time-consuming?
That’s right, my colleagues Frank Jürgens, Michael Kos and I netted about a year to prepare for the audit. First we recorded all the processes and then put them through their paces. Is the process comprehensive? Is it stringent and correct? Is something missing? Is it understandable for everyone in the company? Many colleagues have supported us in this. After all, the processes describe project knowledge from more than ten years. We have defined and written down a total of around 50 processes.
We have mapped all processes in software, the core of our newly developed quality management system. This tool makes our processes transparent for all colleagues. Every employee can use the tool to plan, execute, check and – just as importantly – further improve services with consistent quality.
At the end of these process analyses, the four-day audit was conducted by the testing company DQS. DQS certified that we achieved an impeccable result. Of course we are very pleased about this.
What criteria does ISO 9001 – 2015 provide for?
The ISO 9001 – 2015 standard is based on the principle of customer orientation. Customer requirements should be analysed and implemented with consistent quality so that the customer can benefit from the project.
Dealing with risks is also very important. With our projects in the contact centres, we work on the open hearts of our customer companies, so to speak. It is therefore indispensable to plan for the occurrence of possible risks.
We have also had the service processes certified. With these we ensure that the operation of the new call and contact center solutions also runs to the satisfaction of the customers.
Further requirements for certification according to ISO 9001 – 2015 are clean, transparent and documented processes as well as continuous improvement.
IP Dynamics has been working successfully for large companies for over ten years. Our customers are satisfied and recommend us to others. Why does it need ISO certification?
It’s like cooking with friends. Everyone knows how to do it. But it tastes different depending on which cook is standing at the stove. The quality can also vary a lot.
In the course of our ISO certification, we wrote down all our recipes down to the smallest detail. All processes, including roles and authorisations, are now documented for all employees in a quality management system – our recipe book, so to speak. This recipe book ensures that we always provide our services with the same composition and quality.
The ISO 9001 certificate is internationally recognised as a seal of quality. It creates trust and, in particular, gives new customers the assurance that they are in good hands with IP Dynamics.
To take up the cooking analogy once again: Our customers can rely on the fact that our food is always prepared in the same way and tastes good in the end.