Certificates, including those for quality management, are not worth the paper they are printed on unless they reflect reality.
Only 2 out of every 1000 ISO-certified companies pass the audits without any nonconformities in the quality assurance system. LÓPEZ-EBRI is one of these and has been ever since initial certification in 1995.
1999: The staff's commitment to implementing the quality management system must be praised.
2001: The staff is aware of the significance and importance of their work and contributes to the achievement of the quality objectives.
2003: We could not discern any need for improvement from this audit. The processes/procedures are well organised and are effectively implemented.
2005: The structure and implementation of quality management are very good.
2009: Clear and explicit specifications, particularly in the company handbook. A strong emphasis on achieving target results. Consistent monitoring of customer satisfaction.
2012: Transparent and comprehensively reviewed work processes. High standards established for quality of customer service. Company staff are well integrated into the work processes and implement them actively. The entire firm contributes to the achievement of quality objectives.
2013: Company policy gives the highest priority to ensuring customer satisfaction.
Staff qualification levels exceed requirements.
Customers’ wishes and concerns are taken very seriously.
2016: High degree of customer focus; customers' concerns are taken very seriously.
Extremely small percentage of complaints; high customer satisfaction. Self-learning organisation; good integration of external service providers. Effective integration of new members of staff; good communication.