EDO TSO's Help Desk and Technical Support are Committed to
Total Quality Management (TQM)
EDO TSO's Quality System has been certified to the ISO 9001 Quality Management System Standard since 1998. We have since been certified to the 2000 version of the standard, which emphasizes a process approach to the development, implementation, and improvement of the quality system. Key principles of ISO 9001 include customer focus, employee involvement, and continuous improvement in order to maintain an effective and efficient quality system. All programs at EDO TSO comply with the ISO 9001:2000 standard.
EDO TSO's software engineering practices and programs have been independently assessed and certified to the Software Engineering Institute (SEI) Capability Maturity Model (CMM) level 2 since February 2004.
EDO TSO's commitment to Total Quality Management (TQM) helps us deliver Quality support and help desk services to our customers. Our commitment to TQM is demonstrated by EDO TSO:
- Being ISO 9001 Registered (1998).
- Achieving a Software Engineering Institute (SEI) Level 2 rating in February 2004.
- Documenting our computer support, help desk, and engineering procedures and practices.
- Being independently audited.
- Being involved in a continuous improvement cycle.
- Management and QA Department monitoring.
- Providing Customer Relationship Management (CRM) training.
- Individual Help Desk Analyst CRM coaching.
- Providing on-going computer hardware and software training.
- Performing silent monitoring and recording of calls for QA auditing and training purposes.
- Performing regular performance evaluations.
- Utilization of analyst development, retention, and career advancement programs.
- Performing customer satisfaction surveys.
EDO TSO's Computer Support and Help Desk Procedures are constantly evolving and improving. We integrate unique client requirements into our procedures and practices. This ensures that our customer computer support and help desk services meet the highest Quality Standards.