IMS Policy

QUALCO conducts all its activities to serve the needs and expectations of its customers most effectively and securely, taking into account the applicable standards, legislation, regulations, and implementing guidelines, and is committed to their compliance.

This statement expresses the company's policy for the development, implementation, and maintenance of an Integrated Quality Management System, Information Security & Privacy, Business Continuity, and Services that meet the requirements of ISO 9001:15, ISO 27001:13, ISO 27701:19, ISO 22301:19, ISO 20000:2018 standards.

Our policy for the Integrated Management System is based on fundamental measurement principles and programming for continuous improvement in the area of Services. It recognizes the need to ensure the smooth and uninterrupted operation of the system for the benefit of stakeholders through Business Continuity Management. It ensures the management of information and personal data, covering the design, development, installation, and support of information technology applications and integrated information systems with an emphasis on operation and maintenance. Additionally, it covers the processes of IT project management, marketing of IT and telecommunications equipment, portfolio management, and user training services. The quality orientation of our products and services is a priority, emphasizing strategic areas of organization, personnel management, and management of the company's stakeholders.

The physical security of facilities, personnel, documents, software, and vulnerable materials is ensured by the company in accordance with relevant policies and procedures.

We constantly review the suitability of our Integrated Management System, processes, technological advancements, and work methods, in combination with the requirements and expectations of our customers, employees, and any person or organization working under the company's control, to ensure that they are appropriate for the nature, scale, and impacts of the company's activities on products, services, and potential risks.

Qualco sets strategic and tactical goals for business continuity, service management, quality, information security and privacy management, and provides the necessary resources to achieve them. It monitors and evaluates them regularly to ensure their ongoing suitability, as part of the continuous improvement of the services it offers.

Our services are aligned with the business goals and organizational priorities, as well as those of our clients.

The roles and responsibilities for service management processes are defined and documented consistently, and the performance of personnel is evaluated accordingly.

In more detail, the company has committed to:

• Provide high-quality services that align with the needs and expectations of its clients.
• Continuously applies improved processes and service management technologies in order to meet the quality and performance goals of the company.
• Protects the privacy and security of its customers, handling their data carefully and implementing the necessary security technologies and processes.
• Ensures compliance with all laws and regulations governing its operations, with all relatively implemented standards, as well as regulations regarding the services it provides.
• Maintains good business and profitable relationships with clients, contractors, suppliers, and other interested third parties.
• Ensures and maintains the ability of all its employees at the required level so that they can identify and fulfill the contractual, legislative, and other requirements of the Company for the services it provides.
• Implements special processes for the control, effectiveness, and continuous improvement of all existing, as well as new, services it provides.
• Adopts an integrated process-centric approach for the efficient provision of services and the fulfillment of its customers' requirements.
• Ensures the continuous ability of the Company to meet its contractual obligations through appropriate plans for business continuity.
• Ensures that the provided services are not disrupted when responding to an incident or disaster.
• Ensures that the pricing and financial management of services are communicated continuously to customers.
• Ensures that new versions of the software used to provide information technology services are managed, controlled, and applied according to procedures to ensure the provision of high-quality services to its customers.
• Manages every change to the information systems used to provide information technology services, with the aim of continuously providing high-level services to its customers, through a change management process.
• Communicates this policy to its employees, individuals or organizations working under its control, and any other interested parties, as appropriate.
  
  The satisfaction and trust of customers, employees, and shareholders are the three main pillars of the company's corporate philosophy. The main goal is to offer customers high-quality products and services with added value and high benefits. More specifically, the company aims to:
  
• The continuous expansion of the company's market share in Greece and abroad, always prioritizing the provision of high-quality services
• The constant improvement of the company's workforce through training programs
• the continuous improvement of the Quality Management System and the operation of the Company through effective use of the following tools:
  • Setting and reviewing quality objectives
  • Management Review
  • Internal Audits and inspections
  • Corrective Actions
  • Systematic analysis of customer satisfaction data
  • Supplier evaluation based on quality criteria
  • Risk assessment & opportunities evaluation related to the company's operating framework

The Company has appointed a Management Representative for each aspect of the Integrated System, who reports to the General Management and ensures that the Company's Management System is implemented and maintained in compliance with the reference standards and the current policy.

This policy statement is regularly reviewed and updated in cases of significant changes to ensure its continuous validity and application, and it is available to any interested party.