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World Quality Day
This 11 November marks the end of World Quality Week. Liliane BERHIN-NANIWE, Quality Officer, explains what quality means at LuxDev.
What is quality at LuxDev? What does it refer to?
The quality of our services and teams is a constant concern for LuxDev.
As part of our strategic vision, we are pursuing four main objectives:
- ensure the quality of the services provided and that agreed deadlines are met;
- be available and responsive to the needs and expectations of our stakeholders;
- increase our effectiveness and efficiency for continuous improvement ;
- encourage participative approaches and multi-stakeholder partnerships to achieve a lasting impact.
Through our quality management system, every process we put in place contributes to achieving these objectives.
Quality at LuxDev is reflected in our commitment to excellence in the implementation of the development cooperation projects and programmes entrusted to us. It is defined as our ability not only to meet but also to exceed the expectations of our stakeholders, while guaranteeing the effectiveness and durability of our interventions in our partner countries, in compliance with the highest ethical and professional standards.
LuxDev has been ISO 9001 certified since 2005. What does this mean?
ISO 9001 certification guarantees our stakeholders an internationally recognised level of quality.
For LuxDev, certification is not an end in itself. On the contrary, the procedure required to obtain this certification has prompted us to reflect on our own internal processes. This has enabled us to define clear objectives in terms of effectiveness, ensuring that the actions we carry out make a lasting contribution to improving living conditions in our partner countries.
In practice, our certification has led to a complete review of internal processes. We have identified potential risks and put in place mechanisms to avoid them, initiating corrective action where necessary.
This certification provides a foundation for optimising our internal operations, enabling us to control our activities and demonstrate our ability to consistently deliver services that meet the requirements of our stakeholders and comply with the legal and regulatory standards in force, as well as our commitment to continuous improvement and customer satisfaction.
For LuxDev, this certification means much more than simple validation. It testifies to our ability to offer quality services, implement efficient processes, develop a contnuous improvement approach and receive increased trust and high customer satisfaction from our stakeholders.
Is certification definitive?
No, ISO 9001 certification does not allow complacency. Although it is valid for three years, it is subject to an annual review comprising a renewal audit followed by two surveillance audits. This ensures that our commitments to continuous improvement are met. At the same time, ISO standards are regularly reviewed and revised where necessary to maintain their relevance and usefulness to organisations.
Why has LuxDev made this commitment? Why is the quality approach important for the Agency?
The approach helps us to improve the efficiency of our internal processes. By clearly defining these processes and continuously improving them, the Agency can use its resources effectively to achieve its development cooperation objectives.
The implementation of a quality management system enables us to respond more precisely to the needs and expectations of our stakeholders, thereby strengthening the relationship of trust we have with them.
In addition, our quality management system helps us to identify and manage the risks associated with our activities, by putting in place appropriate action plans. This includes preventive measures to avoid errors, reduce lead times and minimise costs.
Finally, the quality approach encourages LuxDev to persevere in its commitment to the continuous improvement of its processes and performance. The Agency is constantly looking for opportunities to improve, thus seeking to offer services of ever higher quality to its partners and beneficiaries.
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