This is achieved by consistently providing products that meet customer requirements and enhancing customer satisfaction. Customer satisfaction is measured through a set of key performance indicators that include customer complaints.
Conformance to requirements is ensured through the implementation of a documented quality management system. Quality is measured through a set of key performance indicators that relate to core and support processes.
This is achieved through adherence to professional ethics and regulatory requirements. This is measured through customer complaints, financial indicators and a set of key performance indicators that relate to Claims processes.