The meaning of the word quality has evolved drastically over the past years. What was at first a mere reference to a set of tools that were to be applied in specific areas to achieve incremental improvements, is now a mature concept that encompasses the whole organization performance of any kind of industry.  This famous "Total Quality" concept, best exemplified within the Malcom Baldridge criteria, is now widely accepted as the choice model to achieve organizational excellence.
     This is why we decided to focus our quality efforts in those areas of:
-    Leadership and Strategic Planning,
-    Customer and Market Focus,
-    Information and Analysis,
-    Human Resource Focus,
-    Process Management
to achieve breakthrough improvements and exceptional results in the years to come.

Leadership and Strategic Focus

Our leaders are expected to address the values of the organization, set directions and performance expectations, focus on customers and other stakeholders, and foster learning and innovation. Our strategic planning process should clearly state the strategic directions, develop the critical strategies, goals and action plans to support the directions, deploy those plans throughout the organization and adequately track performances.

A lot has been achieved so far in this area with clear definition of our Mission, Vision, Values, Critical Success Factors and corresponding Strategies that are currently being translated into specific goals and action plans soon to be deployed throughout the organization.

Also to support the leadership system we have been putting in place this year, and to ensure the proper deployment and alignment of our critical action plan's requirements (derived from the overall strategy), we implemented an integrated Performance Scorecard system. This system objectively tracks those key performance improvements in each department that directly contribute to the overall success of the organization.

It is an objective system because it focuses on the key results or accomplishments of each team within each department, not on the activities.  The teams are free to perform and improve whatever activities are required that will yield the best results.  The monthly performance is not judged by itself or compared to any arbitrary standard: it is the improvement of the performance over time that is being tracked to make sure each team understands and works towards a common goal.

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Customer and Market Focus

Through proper customer and market focus, we are able to clearly identify all the requirements, expectations, and preferences of our customers and markets. We take pride in building and maintaining long-term relationships that allow us to constantly monitor customer satisfaction and fulfill the diverse needs of the global marketplace.

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Information Analysis

Within this category, we mean to examine the selection, management, and effectiveness of the use of data and information to support out key organization process and action plans. We always make sure we are adequately analyzing and reviewing overall performance to assess progress relative to plans and goals, set priorities and allocate resources, and identify key areas for improvements.

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Human Resource Focus

Proper human resource focus is reflected in our work design. Our employees are able to develop and utilize their full potential, in alignment with the organization's objectives, through both a progressive compensation and recognition system and opportunities in education and training programs. Accordingly, we maintain an environment conducive to each of our employees' personal well-being, performance excellence, full participation, satisfaction and growth in the workplace.

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Process Management

Through the adequate management (designing, costing, monitoring, and improving) of our core processes, as well as our support, supplier and partnering processes we are able to meet changing customer and market expectations and optimize quality and operational performance requirements.

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