With the recent initiative of implementation of the quality management system (SGQ) in Liscongro S.A., according to the international standard ISO 9001:2008 and its certification by SGS, it becomes urgent to clarify why it is important and understand the concept subjacent.

After all, what is this about the quality management system?

Imagine that you have the responsibility of managing your own company, and there is a way to measure their respective performance, allowing you to ensure that every year you could make it better, reflecting that in the satisfaction of your customers and in the more efficient management with all stakholders (eg: suppliers, employees, partners)? It may seem like a miracle formula, but it isn’t.

The decision of implement a system that allows an organization to align its strategy with its internal processes with the objective of a continuous improvement, which make possible, directly or indirectly, have an impact on the customer experience and satisfaction, should be a commitment (would even say a motto) assumed by all, with special focus of leadership.

However, although this concept seems to be obvious from a theoretical point of view, its implementation may not be simple. Why? Because organizations are in charge of managing a set of people, systems, processes, objectives, expectations, among many other variables, synchronizing them can be a complex challenge.

In this context, the ISO 9001 establishes a set of principles that aim to promote an internal alignment of the organizations, according to their strategy and positioning in the market supporting a better decision making. The implementation of this standard intends to enable companies with a set of management tools and an integrated system, which is fed into a continuous process of learning and introducing improvements in their internal processes, always seeking to create added value.

What are the benefits of a quality management system?

  • Guide the entire organic structure to the same direction
  • Clarify which are the performance priorities
  • Identify the areas that have the greatest impact on the client
  • Define how all the areas relate to each other and to the outside
  • Simplify internal procedures
  • Define clearly the way to define and control documents
  • Improve communication
  • Define responsibilities and reduce the possibility of error
  • Monitor occurrences and propose concrete actions for deviations
  • Increase employee motivation and involvement
  • Improve customer service
  • Increase external recognition
  • Promote the image of the organization

In practical terms, the SGQ introduces discipline and method in the work that we develop in the day to day. As an example, it establishes principles regarding how to save the documents that are produced, where to file them, how to pass knowledge in the organization, identify the responsible for processes, monitor and plan actions against the performance indicators defined by the process managers, among others.

At LCG, the next steps pass for extend this methodology, in a transversal way, across the organization so that we can have a unique way of communicating and of easy understanding by all.

ISO is an independent international organization, non-governmental that brings together a set of experts who share knowledge and establish international principles and standards, based on market consensus, that support innovation and present solutions to global challenges. ISO 9001 specifies requirements for a quality management system that can be used for internal application of organizations, or for certification, or for hiring’s. It addresses the needs and expectations of all stakeholders and their satisfaction through systematic and continuous improvement of the organization's performance. There are several revisions to the standard, in order to adapt the same to the needs of the organizations, having recently been revised in September of 2015 (ISO 9001:2015). At LCG was implemented the standard ISO 9001: 2008 because at the date of its implementation the revision has not been published.