Quality and Service Management
COS is a customer-centric company that strives for continuous improvement of its processes to deliver high-quality, high-value services. As part of this commitment, COS has developed a quality and service management system based on the internationally recognized standards ISO 9001, ISO 20000-1, and ITIL.
The requirements of the quality and service management system focus primarily on:
• Meeting objectives that ensure the provision of quality services and continue generating business, thus enabling the company to grow.
• Complying with applicable legal requirements and other requirements of our stakeholders.
• Ensuring improved customer and stakeholder satisfaction.
• Guaranteeing maximum security of information systems, safeguarding the property of the customer and other stakeholders at all times. To this end, COS has defined mandatory policies for company personnel, as well as for all suppliers involved in the services provided by COS. These policies are reviewed annually by the Management Committee. The Quality and Service Policy is based on the following principles:
• Understanding and meeting the needs and expectations of our Clients, as well as the relevant requirements of stakeholders for the quality management system.
• Complying with each and every applicable legal requirement, as well as other requirements to which we have voluntarily subscribed.
• Promoting operational excellence, fostering a culture of continuous improvement and excellence in management with the aim of increasing competitiveness and creating value for the Client and other stakeholders.
• Engaging all employees of the organization and third parties working on its behalf in the organization’s Quality and Service System.
• Allocating the necessary resources and means to develop services with the quality levels demanded by their recipients, maintaining an appropriate balance between cost and benefit.
• Ensuring the professional training and development of our staff through annual training plans.
• Raise awareness among all employees and collaborators regarding a customer-centric culture focused on continuously increasing customer satisfaction.
• Manage service delivery effectively and efficiently within a lifecycle that enables continuous process improvement, allowing us to remain competitive.
• Develop all necessary measures to ensure that the quality levels offered by our services are maintained over time, properly managing any incidents that may arise.
• Continuously improve and innovate technology, optimizing our processes with the ultimate goal of increasing customer satisfaction.
• Establish Service Level Agreements (SLAs) with each client and continuously monitor them to ensure that all services provided meet these agreements.
• Guarantee the continuity and availability of our services to our clients.
• Analyze the information security risks of all services provided by the organization and establish the necessary controls to mitigate identified risks. These security controls will be developed in accordance with the guidelines set out in the Information Security Management System.
COS is responsible for ensuring that its Quality and Services Policy, integrated within its management system, is understood, implemented, and updated at all levels of the organization and is available to all relevant stakeholders.
COS is committed to continuously improving the effectiveness of the Management System and its services by establishing and monitoring objectives and indicators, and by conducting periodic audits and reviews.
– Quality Policy
– Service Management and Improvement Policy
