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Integrated Management System Quality Policy

1  Introduction

IKNOWHOW SA is committed to delivering high-quality software products and services that meet or exceed customer expectations. Our Integrated Management System (IMS) is designed to ensure the effective design, development, customization, implementation, maintenance, and support of information systems and geographical information systems, as well as the provision of consulting services in the implementation of information systems.

2 Scope

This Quality Policy applies to all aspects of IKNOWHOW ‘s operations, operations, including design, development, customization, implementation, maintenance, and support of information systems and geographical information systems, as well as consulting services in the implementation of information systems.

3 Quality Objectives

3.1  Customer Satisfaction

We are committed to understanding and meeting customer requirements, delivering products and services on time, and providing responsive support to ensure customer satisfaction.

3.2  Product and Service Quality

We strive to design, develop, customize, implement, maintain, and support information systems and geographical information systems that are reliable, user-friendly, secure, and compliant with relevant standards and specifications.

3.3  Continuous Improvement

We foster a culture of continuous improvement, innovation, and learning to enhance our processes, products, and services and achieve excellence in all aspects of our operations.

4  Quality Responsibilities

4.1  Management

Top management is responsible for establishing, implementing, and maintaining the IMS, providing necessary resources, and demonstrating leadership in promoting a culture of quality and excellence.

4.2  Quality Manager (QM)

Top management has assigned the role of Quality Manager to a competent person who is responsible for:

  1. ensuring that the IMS conforms to the ISO 9001:2015 requirements,
  2. ensuring that the processes are delivering their intended outputs,
  3. reporting on the performance of the IMS and opportunities for improvement to Top management,
  4. ensuring the promotion of customer focus throughout the organization,
  5. ensuring that the integrity of the IMS is maintained when changes to the IMS are planned and implemented.

4.3  Employees

All employees are responsible for adhering to quality policies, procedures, and guidelines, performing their duties with diligence and attention to detail, and actively participating in quality improvement initiatives.

5  Quality Management Principles

IKNOWHOW is guided by the following quality management principles:

  • Customer Focus
  • Leadership
  • Engagement of People
  • Process Approach
  • Improvement
  • Evidence-based Decision Making
  • Relationship Management

6  Compliance

IKNOWHOW is committed to complying with all relevant statutory, regulatory, and contractual requirements related to quality management, information systems, and consulting services. IKNOWHOW is committed to continually improving its IMS.

7  Training and Development

We invest in the training and development of our employees to enhance their skills, knowledge, and capabilities in quality management, information systems development methodologies, and emerging technologies.

8  Communication

We promote open and transparent communication within the organization, with our customers, suppliers, and other stakeholders to ensure clarity, understanding, and alignment of quality objectives and expectations.

9  Measurement and Analysis

We regularly monitor, measure, and analyze key performance indicators (KPIs), customer feedback, process metrics, and other relevant data to evaluate our performance, identify areas for improvement, and drive decision-making.

10  Documentation and Records

We maintain accurate and up-to-date documentation and records of our quality management activities, including policies, procedures, assessments, audits, and performance data, to demonstrate compliance with ISO 9001:2015 requirements and facilitate audits and reviews.

11  Policy Review and Updates

This Quality Policy will be periodically reviewed and updated as necessary to reflect changes in business operations, customer requirements, and applicable standards and regulations, ensuring its continued suitability and effectiveness.

12  Policy Communication

This Quality Policy will be communicated to all employees, contractors, suppliers, customers, and other relevant parties to ensure awareness, understanding, and commitment to its principles and objectives.