Commitment to Quality and Continual Improvement
Every aspect of Caelum’s organization is driven towards customer satisfaction—creating value, exceeding expectations, meeting commitments, and delivering quality products and services. To guide our customer-centered focus, Caelum has selected industry standard improvement frameworks and standards. With ISO 9001 we established a process-based Quality Management System (QMS). Our QMS provides linkage, structure, quantitative insight, and improvement direction for our internal operations and delivery infrastructure. Through CMMI® for Development and Services Maturity Level 2, we broadened our quality focus to include the development and delivery of products and services to our customers. Implementing CMMI® for Development and Services at Capability Level 3 allows us to easily and readily extend the quality benefits of CMMI® to new customers.
Caelum’s commitment to quality and continual improvement is furthered through our use of components from CMMI® for Services and the Information Technology Infrastructure Library (ITIL®) as the foundation for our implementation of ISO/IEC 20000. Implementing ISO/IEC 20000 at our corporate headquarters allows us to optimize our responsive to our customers. We established Service-Level Agreements (SLA) between the IT department and the corporate office, and Operational-Level Agreements (OLA) with internal teams to establish quality and response time requirements. The executive team continually monitors performance against targets to identify opportunities for improvement.
Following industry standards and best practices defined in ISO, CMMI®, and the ITIL® help us ensure that each contract and each project is performed consistent with corporate policies, direction and quality standards. Additionally, ongoing executive oversight and convening of senior management and engineering process improvement teams continually enhances our processes, best practice activities and quality initiatives.
With every customer contact, every delivered solution, and each provided service Caelum is committed to the consistent delivery of value, quality, and overall customer satisfaction.