Initiated in 1995 and endorsed by ISO 9001 certification in 1997, SPB’s approach to Quality is based on extensive continuing education programmes, high-performance IT tools and advanced measuring and control methods at all levels of the company. In March 2006, SPB was granted an unqualified 3-year extension of its ISO 9001 certification. Among other things, the auditor noted the number and variety of customer satisfaction measurement tools and their thoroughness.
We conduct satisfaction surveys aimed at our policyholders and partners on a regular basis. Our methods (surveys, cold calls, analysis of outbound mail and monitoring the conversations of our call centre staff) help us identify areas in which customer satisfaction could be improved. A “customer commitment charter” will shortly supplement our commitments to our commercial partners, guaranteeing procedures governing confidentiality, capitalisation of know-how, staff training and business continuity. By incorporating quality into all its projects -thus insuring that it is not seen as an isolated factor-, SPB combines quality and management with the company’s everyday life.
SPB has been fully ISO 9001-v2000 certified by Bureau Veritas
SPB is a member of the Mouvement Français de la Qualité
By integrating quality in all its projects (avoiding it being regarded as an isolated approach), SPB combines quality and management with the company’s everyday life.
A responsible company
Hiring a large number of new staff every year, SPB passes on its values to everyone: respect, enthusiasm, service, teamwork, initiative and perseverance.
Not forgetting the corporate mission SPB reSPonsaBle ("Responsable" means "responsible" in French). And responsibility means respecting people and the environment.
At SPB, responsibility means welcoming newcomers, hiring them and helping them progress, regardless of their age, origins or handicaps. In this respect, SPB has signed the Diversity Charter.
Being responsible also means respecting the environment, avoiding waste and being an environmentally aware citizen. SPB raises staff awareness on all these issues.
