ISO 9001

Langham has maintained certification to the ISO 9001:2000 Quality Management System since 2003. Through documentation, stringent measurement, and detailed reviews, we strive to ensure all Langham employees remain focused on customer satisfaction and understand how their individual roles support Langham’s Quality Policy.

 

Langham’s Quality System covers all aspects of the services we provide. Key Quality Assurance methods include: 

Ensuring that customer feedback is collected and acted upon, including any reported service problems, is another key component of Langham’s Quality System. Processes for collecting customer feedback are outlined in a formal procedure and include processes for collecting verbal and written feedback, feedback from customer surveys, customer complaints, and feedback obtained during bi-annual reviews performed on all major accounts. All sources of customer feedback are reviewed by Langham’s top management as part of the formal ISO Management Review process. 

 

Langham maintains a formal Corrective and Preventive Action procedure to address any issues requiring actions to be taken as a result of customer complaints, customer feedback, or any internally detected problems related to processes or services. Customer complaints and/or internally detected problems are tracked through a web-based tool which provides immediate visibility to Langham Management in both the Quality and Operations Departments. Langham maintains a Quality Manager responsible for ensuring that all complaints are resolved in a timely manner and according to our customers’ requirements.