1. Quality policy
Through good communication with the customer, LBH aims to establish and maintain good relations. We determine the needs of the customer, and will by the use of close dialogue deliver the needed products. We strive to respect the time limits given by the customer, and will at all times, inform the customer, if the agreed upon time limits cannot be met. If a customer experiences breakdown or similar emergencies, we must be ready to assist. In the after sales phase we will guide the customer through relevant documentation and offer help with mounting.
Via our aim we strive to maintain a good reputation in the market, as well as ensuring that customers will choose LBH International A/S as their primary supplier every time.
In order to realize our objective we have established quality parameters. By the use of these, we measure our performance and search for new improvements.
Our visions are to main and develop customer relations and clientele, by establishing a sales office in each region.
2. Quality parameters
We strive to live up to the following quality parameters to the best of our abilities, in order to comply with our aims and visions.
- We focus on customers and the creation of good relations.
- We make risk assessments before implementing new initiatives as well as make risk assessments of non-standard orders.
- We focus on visibility in the market via marketing and outreach work.
- We focus on in-house responsibility, in which our work is based on described procedures and workflow.
- We strive to be innovative, to ensure constant improvements of out processes, organization and products.
- We set up objectives in order to measure, whether or not, we meet our own standards.
Focus on customers and the creation of good relations
We compile a customer satisfaction survey yearly. We do this in order to create a general knowledge of how the customer experienced submission of tender, the ordering process till and including subsequent documentation and if necessary, installation.
The result of the customer satisfaction survey is evaluated in the yearly evaluation by the management.
To abide by the response time and delivery time agreed with the customer, we measure these using a KPI. Whether or not we are able to comply with the delivery time to our customer, also depends on our suppliers, therefore we also measure the delivery time from our supplier to us using a KPI.
If we do not abide by the response time and delivery times agreed, we must undertake corrective actions in order to improve our performance.
We make risk assessments before implementing new initiatives as well as make risk assessments of non-standard orders
To avoid deviations and unforeseen costs it is important to risk evaluate before we take action or make decisions. This applies both strategically and in the separate departments.
Monthly management meetings will be held, in which changes will be evaluated before implementation. Moreover, we also make risk assessments of our main processes by conducting a capability investigation, before a non-standard order is confirmed to the customer. All affected and relevant departments are summoned, and a risk assessment is conducted for each of the involved departments.