ISG has known since it opened its doors in 1995, that a focus on high-quality output is the key to continued success.  Quality does not only refer to an evaluation of what rolls off of a production line.  For ISG, quality is measured throughout the company...

• The percentage of repairs not returned within 30-days
• The percentage of repairs returned within the guaranteed turnaround time
• The percentage of quotations returned to customers within 24-hours of the request
• The percentage of invoices generated with no errors
• The percentage of help-desk calls answered within 1-minute

Notice that our quality metrics are focused on the positive.  By doing so, ISG reorientates its staff's thinking away from the traditional "minimize the negatives" paradigm to a new, optimistic "accentuate the positives" paradigm. 

In 2005, ISG began investigating various management systems in an effort to ensure this thinking filtered down to every single employee at ISG.  The findings indicated there were a variety of systems from which to choose:

• Statistical process control (SPC)
• Six Sigma
• Engineering Process Control (EPC)
• Process Reengineering

ISG settled on attaining ISO 9001:2000 certification.  According to the governing bodies' website (www.iso.org), the International Organization for Standardization certification offers: 

     "Standards ensure desirable characteristics of products and services such as quality, environmental friendliness, safety, reliability, efficiency and interchangeability - and at an economical cost."

In January 2006, ISG gained recognition as an ISO 9000 certified company.  As such, it operates its business in a consistent and prescribed manner, across all functional areas.  All major business functions are carried out in the same exact way, whether it be the repairing of a mobile computer or the generation of an invoice. 

What does this mean for our customers?