“By working with structured processes, we guarantee a good relationship with our customers and partners. Since we are ISO 9001 and ISO 14001 certified, you can be sure that we meet the standards for quality and environment. We also go beyond that," says Maarten Friesema of Bechtle. "The standard is the starting point. The trick is to keep making progress from there".
As a coordinator for quality, work health and safety, and environmental protection, she is responsible for securing and developing the management systems. “We do this with the PDCA principle: Plan, Do, Check & Act. It’s important for us as a company to know to what degree the plans and processes determined are being followed. With check this with measures such as audits, dashboards, and satisfaction surveys. Based on this we can then adapt our plans and keep improving our service. The certification collects our opinions on key requirements. In order to reach our targets, we need more. We strive to offer our customers more added value. Under our own steam and from our vision.”
The quality in the company is determined from an interplay of people and processes according to Maarten Friesema. “Every employee plays their own part and is, directly or indirectly, part of the primary process—from the first customer contact to invoicing and aftersales services. Involving employees in plans and getting them on board is something I gladly do, when you listen to your colleagues and come up with improvements together and conduct internal projects that promote collaboration. Because working well together is key in being able to best service customers.
CSR Maarten Friesema: “We pay attention to topics like fuel and energy consumption to reduce our carbon footprint. We do this by working with eco-friendly partners, for instance. Additionally, corporate social responsibility (CSR) is something on the daily agenda. “Social responsibility and being eco-friendly go hand in hand. We try to integrate the three management systems (ISO 9001, ISO 14001 und CSR: ISO 26000) as closely as possible with one another. This enhances our action ability, meaning our customers are the ones who ultimately benefit.
Another project in the pipeline is creating an ongoing customer satisfaction survey. Maarten Friesema: “At the moment we do it on an annual basis. The benefit of gauging our customers’ happiness being that we can react to what the market wants more quickly. It is our goal to become the number one value-added IT partner of 2020—high customer satisfaction is something that helps with this!