- Language Resources, which covers the selection and training of translators, the monitoring of the quality they deliver and their timeliness,
and the registration and analysis of customers' feedback,
- Customer Care, which includes the management of customers' projects, from order confirmation to delivery and archiving,
- Sales and Marketing, dealing with project costing, but also with how Cogen monitors their customers' satisfaction,
- Management, i.e. the setting of the company's long-term objectives and the measurement of the progression towards them,
- Continuous Improvement, which encourages all of Cogen's stakeholders to log improvement suggestions and complaints,
and plans their follow-up through improvement actions,
- Human Resources, an important aspect of which is the evaluation of the competencies of Cogen's staff,
the planning of their training and the assessment of the training's effectiveness in improving overall quality,
- ICT, which guarantees the stability, safety and continuous improvement of the technological backbone of Cogen's
processes: the content filtering, language assets management, and publishing and rendering applications, but also data integrity and disaster recovery.
- Support and quality management processes : Internal Communication, Document Management and Finance and Administration.
When Cogen launched the project of certifying its Quality Management System, most of these processes were already in place, as were the performance
and quality indicators that ensure meticulous monitoring of the services at key points in the workflow.
But the "ISO exercise" formalized them, and installed a Define, Measure, Analyze and Improve mechanism that will prove invaluable to sustain Cogen's
ongoing effort to improve the reliability and repeatibility of its processes.
"Cogen's attention to detail and passion for consistency in processing and translation quality metrics certainly were a success factor in attaining the
ISO certification", said Véronique Respaut upon receipt of the certificates.
"We are extremely proud of achieving this industry benchmark, which validates our commitment to delivering services which exceed the expectations
of our customers worldwide, some of which operate in highly regulated industries, confirms Helen Keufgens, Partner.
