“It’s like cooking”


IP Dynam­ics is ISO 90012015 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 90012015!

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 90012015 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 90012015 pro­vide for?
The ISO 90012015 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 90012015 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.