Quality Policy
We take quality seriously, and have rigorous procedures in place. The ICM Quality Management System ensures our services are quality assured to ISO9001:2008. We have held BS EN ISO 9001 from 1996 covering the provision of IT managed services. Lloyd's Register Quality Assurance (LRQA) also conducts independent quality audits regularly.
ICM has been approved by Lloyd’s Register Quality Assurance to the following Management System Standard: ISO/IEC 27001:2005 for Managed Hosting Services.
ICM’s Business Continuity Management System is certificated to the Business Continuity Standard BS 25999-2:2007 for the Capability to Support Contracted Customer Invocations.
Our sister company, Phoenix IT Services is one of few organisations in the UK to be accredited to ISO IEC 20000 for IT Service Management.
Quality Assurance (QA) is actively managed by our dedicated Quality Manager, with input from and under the direct guidance of our Managing Director. Placing the customer at the heart of everything we do, our objective is to not only deliver fit-for-purpose services to agreed specifications but also embed continual improvement in everything we do. As part of this process, our quality manuals and procedures are regularly reviewed and updated. Our quality policy therefore focuses on:
- Building long term relationships with customers, understanding their processes and delivering value
- Ensuring our services have the appropriate level of skilled/trained personnel, planning and resources to meet agreed customer requirements
- Complying with relevant statutory and regulatory requirements
- Resolving issues as they arise to ensure customer satisfaction
- Continually improving processes to increase efficiency and customer satisfaction
- Ensuring our Quality Policy is communicated, implemented and maintained by all directors, management and staff, in all locations
