What does the function of control and quality manager consist of?

The Gardian company is committed to a quality approach. A process which resulted in its certification.

What standard are you using?

The standard we use is ISO 9001 version 2008. The role of the control and quality manager is to ensure that this standard is respected. In particular the implementation of procedures and operating methods within the company. He ensures that the various managers and pilots respect these standards. When a criterion is not met, it is its duty to call on those responsible who must ensure its follow-up. He has a role of facilitator. That is to say, it is up to him to motivate his entire team around the objectives that the company has set for itself.

Describe the ISO 9001 standard to us ...

It is a standard that emphasizes customer satisfaction.

Why do you want this certification?

Many companies exist in our sector but very few are certified. For us, this standard should help position us and better sell our image. With this certification, we make a commitment to satisfy customers and offer them quality service. We will do everything to satisfy the customer.

What is a satisfied customer?

When we are bound by a contract, the customer specifies his requirements to us. A satisfied customer is one who, after an evaluation of the instructions given, realizes their application by the agent.

What are the steps taken to obtain this certification?

You have to set up a quality system in a company. Three elements come into play. Everything starts from the vision of managers or leaders. Then there is expertise and leadership.

Vision: At some point in time it is necessary for leaders to have foresight.

Expertise: We had the support of a quality consultant to supervise us in the implementation of this project.

Leadership: you need a real commitment from the leaders because you need financial and material resources ...

How did you come to instill the idea of ​​the need for certification in agents?

The standard is also clear. It stipulates that the personnel must necessarily adhere to the project. This project cannot be carried out without the agents. We already had to inform the staff of the direction we wanted to give our company and, above all, to present them with the means we had to achieve it. First there was the information, then we had to identify the different actors that we trained as process pilots.

There have been internal auditors who have been trained on their role. It was a huge campaign that we had to carry out with everyone. We have found the appropriate language to convey the message.

How many years have you spent at Gardian’s?

20 years.

How did you join the team?

I had just finished my studies in communication and advertising action. I was looking for a job when I was informed that a security company had just opened. So I applied to become a radio operator. When the company started to grow, positions were created, including that of logistics manager, which was entrusted to me.

With twenty years of career, what do you think you got from Gardian’s?

I will say a lot. I had the opportunity to continue my studies. Socially, I have acquired stability, especially starting a family and even having small achievements. I would say Gardian’s gave me everything.

During your entire career, what has marked you the most?

It was when the managers of the company entrusted me with the certification project. When I think that among all the employees, it is my profile that has been retained although I have no experience in quality control. I accepted it as a challenge that I had to take up. So I gave with all of my being to make it happen.