How do we deal with quality?

To provide better IT services for our clients and to manage the company’s work organization, we use the best practices described in ITIL (set of standards on practices and processes for administration of information technology (ITIL gives detailed descriptions of several important IT practices, exhaustive checklists, tasks and procedures that can be applied in any IT organization.)), IBM® Tivoli® Unified Process (ITUP) and ISO 9001-2008 (Quality management systems. Requirements (ISO 9000 is a family of standards developed by International Organization for Standardization (ISO) and specifying requirements for quality assurance systems during purchasing, delivery, development and maintenance of products).)

We believe that it is important to work well and properly. We are consistently contributing to the correct execution of work, and are trying to meet and exceed our client’s expectations. To achieve this, we have applied several worldwide known best practices; implemented various processes and IT systems for in-company work.

We lay great emphasis on correct in-house distribution of roles and processes between adequate specialists – only this way the quality of work can be assured. All employees must be familiar with the sequence of procedures and available instructions for a smooth flow of work.

We are routinely engaged in making our services and solutions even more client-friendly.

Survey results

We have been doing client surveys for four years. A survey is conducted once a quarter after the closure of an IT issue. The results are summarized by the graph shown on the right.

During the named period, over 12,000 issues were resolved, over 2,000 surveys were sent to clients, and 300 replies received.

The feedback also included unexpected constructive criticism. However, often the feedback comments included praise for customer service people or engineers.

Work met the actual needs 97%
Timing of work was appropriate 95%
Client’s service person arrived at agreed time 96%

Actions are recorded when providing IT services

Hereby we give a short description of in-house information processing at Visioline.

The work of the whole company and all technical approaches are documented in a Wikipedia-like system where roles, responsibilities, information traffic, work execution principles, explanations, technical approaches, and a host of other things have been recorded. This assures that everything will be done in accordance with agreements and previous experience. All employees are informed about changes in work organization. It is a good reading material even for an experienced employee. It makes execution of work quicker and easier.

Incoming and outgoing calls are registered almost without an exception. All the correspondence is stored, including the in-house information exchange regarding a certain topic or the replacement of a person responsible for the task. Working hours spent on different stages of a project are also recorded. This way, all information exchange on a specific topic is visible.

The whole configuration is recorded – from the client’s locations, rooms, and network outlets to specific computers, devices, and included software. This way, all information system documentation is visible.

The entire information exchange described in the first paragraph is linked to so called configuration units described in the second paragraph, e.g. to specific computers, hardware, etc. – consequently, a database is formed showing questions from different people as well as different equipment failures.

Solutions to all issues are recorded, categorized and described. This way, the knowledge base is formed. It is useful for quicker resolution of future problems.

Analysis of the information and the process of drawing conclusions should be described in more detail. All issues are analysed by the experts in a respective field. Clients can access all the information from the client portal and it is possible to extract different parts of the reports.