Quality Approach | Service Quality Management

Our quality approach is our commitment to you

At Pentalog, we believe that our clients deserve the same high level of quality across our services, in all of our delivery centers. That’s why we have chosen the ISO 9001 international standard as the framework for our quality approach. We have strived to build a broad base of shared processes, methods, tools, and best practices for the whole company.

A general standard, the ISO 9001 defines a list of organizational requirements necessary for having a Quality Management System (QMS):

Management involvement and responsibility
Identifying and managing processes that contribute to customer and employee satisfaction
Managing risks and opportunities
Maintaining the acquired experience
Continuous improvement

A QMS based on ISO 9001 encourages companies to listen to their customers to create a product or service that meets their specific needs and emphasizes skills mastery within the organization, optimizing resources through greater staff involvement and improvement of company procedures.

An ISO 9001 QMS enables organizations to move towards more specific compliance standards such as ISO 27001, ITIL, or more business-oriented frameworks.

The Pentalog Quality Management System is implemented consistently by the entire Pentalog staff within projects or internal activities such as infrastructure and human resources management, procurement and administration, marketing, sales, and communications. We have combined this methodology with agile practices (Scrum, Kanban) at all levels.

ISO 9001 certification is the international recognition of Pentalog’s commitment to quality.

Collaboration Frameworks and Maturity Models

Pentalog’s detailed organization on each project or mission is defined in the Collaboration Framework. Each Collaboration Framework is specific to the services the customer activated. It is the organizational reference for both the client and the Pentalog teams throughout the service’s life.

The Scrum Master or People Master writes the Collaboration Framework and presents it to the client during a steering committee at the beginning of the project. The framework specifies the rules for the smooth running and completion of the project. It considers the client’s quality and security requirements and stated constraints based on proven methods.

To better monitor the services provided, Pentalog also implemented a set of Maturity Models related to each service activated. Steering committees also monitor the alignment to the Maturity Model.

Grasp the stakes of your project

We consider that our employees must understand your business and methods to provide a successful service. That’s why we highly recommend that you carry out a pivot or a discovery mission before starting a development project.

This inception phase, dedicated to learning and implementing the project, occurs either on our client’s premises or in our office in our client’s presence and is the key factor for a successful Agile team project.

Enhanced communication with our customers

To maintain healthy relations and provide regular feedback on the progress and the status of the commitments, Pentalog implements monthly steering committees. These formal meetings bring together the Pentalog Scrum Master or People Master and the Project Director, and the customer’s representatives and decision-makers. Draft reports are communicated before the meeting to help prepare them.

The steering committees offer an immediate answer to all important aspects of the collaboration: human resources, quality of the services and deliveries, risks and opportunities, security topics, budget and invoicing, mutual team mood, and satisfaction.

As an ISO 9001 certified agile company, Pentalog is committed to continuous improvement. To help us measure and improve customer satisfaction, Pentalog’s Quality department kindly ask its customers, once a year, to answer an online satisfaction survey that contains a set of standard questions covering all the aspects of the relationship.