 JBL are accredited with ISO9001:2001 certification. ISO 9001 (formerly BS5750) is the standard against which the Quality Management System of an organisation is evaluated. Being certified with ISO 9001 demonstrates that an organisation provides a consistent standard of quality and applies a common sense and practical method for improving procedures.
In JBL's case, official ISO9001 certification was achieved in 2007, but merely formalised the 'Quality System' that JBL has had in place and refined since our inception in 1973, covering the key principles of ISO9001:
JBL equates quality assurance to effective business management. Our quality system is both formally laid down in working documents, and informally applied on a daily basis by all personnel. The Directors take their stewardship of the Company seriously, and JBL will never be run in a reckless or dishonest way. The Company's ethos is detailed in the document JBL's Philosophy, which we all are all bound to adhere to. Our Customer Care Charter and Mission Statement are also integral to our daily tasks. All our people are bound to adhere to our Health and Safety policies and General Employment Policies. Each individual has clearly defined tasks to allow their work to be undertaken efficiently.
JBL monitors its daily performance in various ways and the routines and procedures are modified to react to any shortfalls in our own expectations. All of our procedures are geared to ensure that we are effective as individuals and as an organisation. These procedures are under constant review to ensure that we continue to exceed our customers' expectations of our services. Department Managers meet with Directors on a daily basis to discuss any issues of the day.
We recognise that we can only perform as well as our key suppliers and to those ends we have developed procedures that not only monitor these suppliers performance on a daily basis, but also what impact this has on our customers. These key performance indicators are distributed to all interested personnel on a daily basis.
All these diverse components comprise JBL's Business Management System, or our "quality system".
Our business management system helps all of us to manage the business, and is integral to the efficient day to day running of the Company.
Our system, used from inception in 1973, has been refined to reflect the eight principles of quality management encompassed within ISO guidelines:
Quality Principles
1. Customer focus
Customers and their requirements should dictate much of our strategy. Without customer satisfaction the numbers of customers will undoubtedly reduce, and the business suffer as a result. JBL will understand our customers' needs and strive to meet or even exceed them.
2. Leadership
JBL's strategy and direction is dependent upon its leadership, its environment and the culture encouraged within the Company. A clearly communicated vision and constancy of purpose on the part of all management is our perceived key to business improvement.
3. Involvement of people
It is JBL's people that will actually provide the front line customer service, and all our people will be encouraged and involved in achieving this goal.
4. Process approach
All JBL's business activities and resources are clearly defined in terms of process. Managing using this wider vision of our entire operation will enable greater efficiencies through a clear view of what is happening.
5. System approach to management
JBL's management will view all our business activities and interrelated processes as an integrated system. This will encourage greater efficiency and effectiveness throughout the Company.
6. Continual improvement
Whatever we do to improve quality and performance will be subject to a continuing cycle of review, both formally through meetings, and informally through day to day discussion. This will result in the further raising of targets and goals to new levels. In this way we should be able to keep ahead of the competition.
7. Factual approach to decision making
Key decisions made about direction or strategy will be based on sound data that has been gathered via our predetermined business measures.
8. Mutually beneficial supplier relationships
The Company, committed to purchasing honestly and with integrity, will seek to develop an interdependent partnership with its suppliers, providing mutual benefits to both sides.
JBL believe that leadership drives policy and strategy, and is implemented via people, partnerships and resources through various processes, which in turn leads to results.
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