For the15th consecutive year, Docoon has been ISO 9001 certified. From the outside, this may seem like anecdotal information, but for the company, this certification reflects its unwavering commitment to providing its customers and partners with solutions that guarantee the highest level of quality, security, and compliance. Since its inception—before it was called Docoon 1 —the company has developed a strong DNA centered on quality at all levels. That is why we see the requirements of ISO 9001 not as a constraint, but rather as a framework that suits us naturally and allows us to continuously improve the quality of our services.
1. ISO 9001 standard: what is it all about?
The ISO 9001 standard defines the organizational criteria and requirements for implementing a quality management system. Its purpose is to determine whether a company has a quality organization that enables it to produce goods or services efficiently, while fully meeting its customers' expectations. What is meant by quality management? Its principles are detailed in the ISO 9001 standard. It is a set of tools and methods aimed at optimizing the effectiveness, efficiency, and excellence of production processes (of goods or services) and the overall functioning of the company.
In the latest version of the standard (2015), these management principles concern customer focus, leadership, employee involvement, process approach, improvement, evidence-based decision making, and finally, management of relationships with interested parties. For our customers and partners, the regular renewal of our ISO 9001 certification is a guarantee of trust and security that demonstrates the commitment of all Docoon employees to customer satisfaction, all within a predefined and standardized framework. It should be noted that the ISO 9001 standard does not provide a manual for the company; it dictates what to do, not how to do it. Each company is therefore free to implement its own quality action plan.
Yes, we are committed to providing our customers with a high level of service on a daily basis, and we are equally focused on continuously improving our processes: continuous improvement is indeed an important aspect of the standard. That is why we ensure that we implement effective performance measurement tools.
2. ISO 9001 standard: a major challenge to be met
Like any company committed to delivering quality service, we had to read and digest the extensive documentation relating to the ISO 9001 standard. But unlike some organizations, we weren't starting from scratch, far from it... The company decided to embark on an ISO 9001 initiative following a customer satisfaction survey. What did they say? According to them, attention, follow-up, and quality of service were our best features. It therefore seemed natural to management to reinforce and develop the quality of our services with clear and structured processes.
Among the processes to be implemented within the framework of ISO 9001, the following can be distinguished:
- Writing standardized documentation that describes the organization of the company
- Mapping all processes
- A documentary zoom on each process: input and output elements are scrutinized
- The Skills and Versatility Matrix: each position in the company is "doubled." If an employee is absent, another person must have the necessary skills to perform the tasks inherent to the position.
- The Risk Analysis Matrix: a list of all risks for each department. Each mechanism is analyzed and evaluated in terms of the risk incurred by the company. Risks are then classified by criticality level based on the financial risk they pose to the organization's activities.
The ISO 9001 certificate is valid for three years. Each year, an auditor verifies that the company's approach is sustainable. Important point: renewal of certification after three years requires a renewal audit carried out by a different auditor. At each renewal audit, the company must demonstrate how it manages various risks, provides the best responses, and ultimately reduces its exposure to the dangers specific to its activity. This is a challenge for all of the company's employees!
3. Continuous process improvement at the heart of customer satisfaction
The elements we have just mentioned enable Docoon to optimize its mechanisms with the ultimate goal of continuously improving service quality. Our vision of the ISO 9001 standard: a tool that contributes to process improvement for the benefit of customer satisfaction.
For a company like ours, which is a trusted digital operator— Docoon transports highly sensitive data (invoices, test results, employment contracts, termination letters, etc.) and digitizes management documents with probative value— our commitment to renewing the ISO 9001 standard is a given. As a trusted digital operator, information system security is one of our priorities.
Of course, although we had to digest a huge amount of information when we first implemented the ISO 9001 standard, it has now become an integral tool for the company. For example, the standard requires a management review to be carried out at least once a year. We decided to formalize this point on a quarterly basis. Why? A management review consists of conducting a comprehensive review of the evolution of the business and assessing the functioning of the quality system. We have turned this requirement of the ISO 9001 standard into an important event in the life of the company, during which we present the business figures to all employees, as well as the risks and threats facing the company. For Docoon, it is a way of uniting teams around customer satisfaction and risk management .
The implementation and annual renewal of the ISO 9001 standard are key factors in the success of the Docoon group's development. That is why, naturally, we have been working for over a year to obtain ISO 27001 certification with the same ambition that has driven us for years: to provide our partners and customers with special attention to the standards, procedures, and details that make our services so high quality.
(1) Since 2022, Docoon has been the umbrella brand for ODYSSEY MESSAGING, DPii Télécoms, and Docoon.
