Basic Principles of KoçSistem's Quality Policy
- We work to ensure that all our employees and business partners recognize KoçSistem’s mission and vision as well as proceeding together towards our common goals.
- We carry out our works in accordance with the laws, regulations, international standards and the Global Principles Agreement.
- We keep our employees aware of the requirements of our Integrated Management System and ensure that they are engaged in improving this system.
- We define the KoçSistem processes by means of internationally recognized standards that are focused on customer requests and needs, while offering services through the use of technologies that will maximize the efficiency level of our customers, and pursuing a strategic management approach that ensures customer satisfaction beyond expectations.
- By encouraging our employees to contribute in business processes with new ideas, we develop creative and innovative products and services.
- We assess performances of KoçSistem processes through solid data, right methods and systems besides providing input for continuous improvement.
- KoçSistem endeavors to establish good relations with its suppliers and organizations operating in the same ecosystem and continue growing together.
- Within the scope of business sustainability, we aspire to be prepared for any probable incidents that may adversely affect our company’s critical functions and business processes, and ensure a pre-planned and tested response to any case of service interruption.
- To ensure stability in service provision, we periodically evaluate the risks on information security, occupational health and safety, environment management and business continuity, and provide inputs for the customer service management.
- We regulate the confidentiality, integrity and accessibility of all our physical and virtual information sources in a way that will meet the needs of our customers, business partners and suppliers. We take the necessary measures to minimize violations of information security and increase awareness of our employees and business partners at the highest level possible.
- We aim to continuously enhance and develop the knowledge level and the protective understanding to ensure occupational health and safety of all our employees and other actors in the business ecosystem, as well as raising environmental awareness in the eye of our employees.
- Besides activities informing the employees and the society to increase their environmental awareness, we encourage practices that are not detrimental to the environment, human health and safety.
- We put extensive efforts to offer efficient, realistic and applicable solutions in the customer complaint management and to protect our customers’ rights. We operate on the basis of the Integrated Quality Management approach by recording all complaints, and sharing with our customers the findings and solutions obtained from examinations of the problems.
KoçSistem Management Team endeavors to maximize the satisfaction of its shareholders, employees, customers and business partners, while protecting employees from occupational diseases and probable injuries, and minimizing harms to the environment by undertaking the responsibility to provide any resources necessary to become an exemplary corporation with a great employee engagement that creates difference in the information technologies and services sector.
Customer Management and Handling of Complaints
KoçSistem Management Team endeavors to maximize the satisfaction of its shareholders, employees, customers and business partners, while protecting employees from occupational diseases and probable injuries, and minimizing harms to the environment by undertaking the responsibility to provide any resources necessary to become an exemplary corporation with a great employee engagement that creates difference in the information technologies and services sector.
- We are committed to creating sustainable cooperation of mutual value and provide services for our customers with a win-win policy.
- With innovative services, we are aspired to go beyond customer expectations and to ensure continuity in customer relations with maximum customer satisfaction.
- We evaluate all complaints fairly, impartially and unconditionally.
- We see demands, expectations and complaints of our customers as opportunities for improvement; and therefore, we are committed to handling their requests, expectations and complaints in the best way possible by meticulously abiding to the legal obligations.
- We keep our customers’ personal information confidential and provide efficient, realistic and practicable solutions with clear, understandable and accurate information.
- We prioritize our customers’ expectations and show ultimate attention to our personnel trainings so as to ensure continuous improvement in our approach toward the customers.
- All of our access channels are open to our customers and the public.
Milestones
2002 Process improvement practices for software were also carried out in compliance with the CMMI (Capacity Maturity Model Integration) model. Projects realized in previous years constituted an important basis for CMMI.
2003 The process infrastructure was improved to fulfill the requirements for CMM Level 2.
2006 yılında, Appraisal C, Appraisal B, Appraisal A Readiness ve Appraisal A değerlendirme aşamaları başarılı bir şekilde tamamlanarak, KoçSistem, CMMI Maturity Level 3 olarak belgelendirilmiştir.
2006 Appraisal C, B, Appraisal a Readiness and Appraisal a phases were consecutively passed over and the CMMI Level 3 certificate was obtained.
KoçSistem Data Center Services are designed with ITIL (Information Technology Infrastructure Library) base, maintained by appropriate tools and managed successfully.
2008 KoçSistem was awarded with btPOTA Platinium documents of TÜBİSAD for Outsourcing Operations, Emergency Management, Desktop Management and Application Support.
2009 KoçSistem Data Center Services successfully completed the inspections conducted by the British Standards Institution (BSI UK) in November and earned the “ISO 27001- Information Security Management System” certificate.
2010 ISO 14001 Environment Management, OHSAS 18001 Job Health and Safety certifications were obtained.
The Ministry of National Defense of the Republic of Turkey, complying with NATO Security Principles, delivered a Facility Safety Certification to the KoçSistem building in METU Technocity, Ankara.
2011Certificate of the Research and Development Center was received in accordance with the law no: 5746 conducted by the Ministry of Science, Industry and Technology.
ISO 20000-1: 2005 certification scope has been expanded with Application Management and Support services.
2012 ISO 20000-1: 2005 certification scope has been expanded with Field Services.
2013ISO 22301 under the E-Billing Service Special Integrator: 2012 certification has been obtained. Concurrently, ISAM support given to banks under the 3402 (Assurance Reports on Controls at a Service Organization) Audit Opinion Report was received.
2015 ISO 9001: 2008 Quality Management System, ISO 14001: 2004 Environmental Management, OHSAS 18001: 2005 Occupational Health and Safety, ISO 10002: 2014 Customer Complaints Management, ISO 27001: 2013 Information Security Management, ISO 20000-1: 2011 service coverage of management documents IstanbulOne has been expanded with the Data Center.
Our Quality Certificates
Here at KoçSistem, the national and international quality certificates issued by independent inspection bodies demonstrate our leadership and distinction in the Turkish Informatics Sector.
The quality certificates that we possess demonstrate that we will meet customer expectations and needs in the best way possible, and they are the keys to customer satisfaction.