Quality is integral to operational excellence and our quality philosophy is a tangible expression of one of our core values: “We Care”. We build quality from the ground up into each customer operation, including who we recruit, how we train, the processes we follow and the automation tools we use. We believe that quality must be measurable and repeatable.
Certification
Integreon is proud to be ISO 9001:2000 certified, the international benchmark for quality management and quality assurance. We received ISO 9001:2000 certification following an extensive, multi-day audit conducted by BSI (British Standards Institution) and continue to receive periodic audits.
We ISO 9001:2000 certify your individual dedicated delivery center to provide you with third party validation of the quality processes within the operation we manage on your behalf.
Training
Quality service starts with recruiting and training. Integreon invests in thorough training programs with experienced trainers. We identify talented people through partnerships with technical training institutes, universities, advertising and by references. Training programs are often co-designed by our customers. We meet or exceed your standards and benchmarks in the course of our training program and Integreon Associates must meet with your approval prior to commencing live work.
Quality assurance
Quality assurance staff are integrated into each customer’s dedicated delivery center. Work produced by production staff is reviewed by QA staff to ensure that it meets the quality service levels we agree with our customers.
Customer feedback
Each job we return to a customer includes an optional link to a customer satisfaction and feedback survey. Each month we provide the key customer contact with detailed quality and performance reports, including information such as work volumes, on-time %, utilization %, productivity, etc. and the congratulations, thanks and positive feedback as well as the complaints or criticisms we received during the month. In the latter case we provide complete transparency into the nature of breakdowns in our performance and what People, Process or Technology corrective action we have taken to systemically improve our performance in the future.