Incom is committed to excellence for its services. We will set objectives with this aim to meet the needs, requirements and expectations of our customers and to strengthen our performance, effectiveness and competitiveness.
We will work continuously to improve and develop our services to our customers, through internal teamwork and effective communication with our customers and suppliers.
Leadership, commitment and the active involvement of the directors, managers and employees is essential for the development and maintenance of an effective and efficient Quality Management System, to sustain and increase customer satisfaction.
We will encourage and train all our employees to recognise and carry out their Quality responsibilities.
We will measure and analyse our success and how well we satisfy our customers.
We have in place a Quality Manual which accurately and adequately describes the systems in use at the company to meet the whole requirements of BS EN ISO 9001:2008.
BS EN ISO 9001:2008
Incom has held BSI quality assurance since 1989. BSI carry out an external assessment of our performance based on a quality manual which states our SLAs.
After each installation we conduct a customer feedback survey which highlights how we have performed through each stage of the process. Monitored by BSI, this survey covers: the initial sales enquiry, sales process, project management and installation - measuring how we have met customer expectations. All categories of the survey are marked from 1 to 6 (1 = poor and 6 = excellent). An analysis of our performance in 2013 demonstrated an exceptionally high customer satisfaction rating, with 90% of customers rating Incom as a maximum 6 in every category.
Investors in People
We were awarded Investors in People status in October 2012 after only one visit from the assessor. IIP assess the business from a staff perspective and the assessment is based entirely on interviews with staff. The assessor concluded that at Incom there is, "a welcoming and open atmosphere, with a clear feeling of closeness amongst the staff."
Our next stage of planned development is Customer Service Excellence via IIP. This is an independent validation of achievement, which focuses on: delivery, timeliness, information, professionalism and staff attitude.