LCG has successfully passed its ISO 9001:2015 Surveillance Audit of the Quality Management System (QMS) validating a commitment to standardize and maintain the highest level of quality service to customers and verifying its continuous improvement of processes.
In 2022, LCG formalized its continued commitment to quality by forming a Quality Control department which also includes Client Relationship Management (CRM). Before the creation of the Quality Control department, LCG was a small company that was attaining and maintaining quality certifications by organically applying the vision of leadership and maintaining high standards of employees.
Following best practices, the Quality Control department works closely with the Service Delivery team and the Project Management Office (PMO) to ensure customer service quality remains high. At the same time, they work across the company to implement processes on an ongoing process to document and improve service delivery and operations.
Achieving ISO 9001 certification is intensive with annual audits to show the company has practices in place which demonstrate the company’s level of quality. The International Organization of Standards (ISO) provides a library of standards to fulfill which the company then fits to its goals and vision.
The current certification was awarded in 2020 and is maintained every year through a “surveillance audit” during which specific areas of the company are selected for audit. The following year, a different area of the company is audited. A member of the executive leadership team is present throughout the audit.
LCG will undergo a full audit of its 2023 quality performance in 2024.
In the words of Carlene Carter, LCG’s Vice President of Quality & CRM, “We work from the inside out, maintaining a solid internal infrastructure, reducing waste, and increasing productivity. Our Service Delivery teams work on improving our customers’ experiences every day. We monitor our success through customer surveys and CPARs. We also socialize the importance of maintaining high standards, have a company-wide Process Improvement Committee, and even run mock audits with heads of departments.”
The company performed exceptionally well with LCG passing the Surveillance Audit with zero non-conformities at any level.