Quality policy

The purpose of this policy is to inspire a culture of excellence, where continuous improvement and innovation shape everything we do. We are committed to exceeding expectations and setting new quality standards, guided by ISO 9001.

Version: 1.0.11
Effective date: 2024-10-24
Last revised: 2025-05-16

Author: IMS coordinator
Approved by: CEO
Classification: Public

 

This policy applies to all departments, employees, and processes at Glesys. It is a strategic framework for managing quality, ensuring continuous improvement, and delivering exceptional products and services to our customers.

 

At Glesys, quality is more than meeting standards—it is about setting new ones. Our vision is to lead the industry in delivering customer-focused, high-quality solutions. We aim to create a culture of innovation and continuous improvement and become a global benchmark for operational excellence and customer satisfaction.

 

Our quality strategy is built on five key principles, which guide and ensure constant improvement in the quality of our operations, products, and services.

 

1 process-based management

 

At the core of our quality approach is a commitment to well-defined, repeatable processes. This ensures consistency and efficiency across all operations, helping us meet customer expectations and improve operational effectiveness.

• Standardization: All key activities are governed by standardized processes, which are documented, regularly reviewed, and optimized for efficiency.
• Process audits: We conduct internal and external audits to ensure our processes remain effective and aligned with quality objectives.
• Continuous process optimization: Every process is regularly evaluated for improvement opportunities, ensuring we remain agile and responsive to market needs.

 

2 Continuous improvement

 

We embrace the philosophy of continuous improvement, in which every employee actively identifies and solves inefficiencies. This commitment to constant improvement helps us evolve in response to feedback, market demands, and innovation opportunities.

• Feedback loops: By gathering regular feedback from employees, customers, and partners, we identify opportunities for improvement and make small, measurable adjustments that improve efficiency, quality, and satisfaction over time.
• Root cause analysis: When issues arise, we apply root cause analysis to resolve them and implement incremental adjustments that prevent future recurrences, ensuring continuous progress in quality.
• Retrospectives: Teams conduct regular retrospectives to review completed projects or cycles, identify what worked well and needs improvement, and make incremental changes to enhance future performance.

 

3 Data-driven decision making

 

Informed decisions lead to better outcomes. At Glesys, we rely on data analytics to assess our performance, understand customer needs, and drive improvements in quality.

• Performance metrics: We track key performance indicators (KPIs) across all functions, including service delivery accuracy, customer satisfaction, and operational efficiency.
• Predictive analytics: We use data and analytics to identify trends and predict potential issues before they arise, enabling us to be proactive rather than reactive.
• Continuous monitoring: Real-time data collection allows us to monitor quality performance continuously and make timely adjustments.

 

4 Risk-based thinking and managing risk

 

Proactively identifying and managing risks is essential to maintaining high-quality outcomes. At Glesys, risk management is integrated into our decision-making processes to identify and mitigate potential challenges before they impact our operations or customers.

• Risk assessment framework: We regularly assess risks across all functions, using a structured framework to evaluate potential threats and their likelihood and impact.
• Preventive actions: Risk assessments inform preventive measures designed to reduce the probability of quality failures.
• Business continuity: Risk management also includes planning for business continuity to ensure seamless operations during disruptions.

 

5 Customer co-creation and innovation

 

Quality at Glesys is driven by our collaboration with customers, ensuring we meet and exceed their needs. We see customers as partners in creating quality and continually evolving our products and services in response to their feedback.

• Customer collaboration: We engage with customers throughout the product lifecycle, from development to post-implementation support, ensuring we are aligned with their needs.
• Innovation in service delivery: By adopting new technologies and innovative approaches to quality management, we create solutions that deliver value and efficiency to customers.
• Agility: Our flexible approach to service delivery allows us to respond quickly to changing customer requirements, ensuring that we always provide high-quality solutions.

 

Our strategic quality objectives are focused on achieving industry leadership in operational excellence, customer satisfaction, and continuous improvement. These long-term objectives will guide our efforts to exceed global quality standards and position Glesys as a benchmark for innovation and service excellence.

1. Achieve industry-leading customer satisfaction: We aim to achieve and maintain an NPS score above 75, making Glesys a leader in meeting customer expectations.
2. Foster a culture of continuous improvement: Every department at Glesys will implement continuous improvement initiatives, fostering a culture where all employees actively contribute to quality enhancement and operational efficiency.
3. Minimize incidents and ensure low impact: Adopt a risk-aware mindset across the organization to ensure that incidents are rare and, when they do occur, their impact on operations and customer experience is kept minimal.
4. Consistently exceed expectations: Challenge industry norms and consistently exceed customer expectations, delivering exceptional value that surprises and delights, setting ourselves apart as the exception in our field.
5. Promote knowledge-sharing and reduce dependencies: Create a culture of open knowledge-sharing and collaborative problem-solving to minimize dependencies on individual expertise, ensuring operational resilience and a more substantial collective knowledge base across the company.

 

Role	Responsibilities
Executive management	Establishes quality objectives and ensures alignment with strategic goals.
Department heads	Implement quality processes and track performance against objectives.
Quality manager	Monitors quality performance and drives continuous improvement initiatives.
Team members	Follow quality guidelines and contribute to improvement efforts.

 

Our commitment to quality is a continuous journey. We regularly assess the effectiveness of our quality management systems through internal audits, performance reviews, and feedback loops. We are transparent about our progress and hold ourselves accountable for meeting and exceeding our quality goals.

The CEO is responsible for the annual review of this policy to ensure its relevance and effectiveness.

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