ISO audit and certification
Customer orientation, evaluation, documentation and transparency – these are the principles that guide our work at PROLOG. All work processes, which are essential for customer satisfaction, are documented and evaluated. We offer high-quality tuition with regular peer observation and a comprehensive continuing education programme for our teachers. We are constantly optimising our office organisation, while documenting the procedure.
IH Berlin PROLOG has been checked yearly by two external auditors since 2007. They check whether our work, including registration, course organisation and complaint management, complies to the services standards as outlined in ISO 9000 and AZWV (Anerkennung- und Zulassungsverfahren Weiterbildung - Recognition and Authorisation Ordinance for Continuing Education). The next ISO audit and recertification for our quality management system will take place in September 2010.
Here are some of the questions that the certifiers will ask:
- Are all customer-related work processes described in detail and traceable?
- Do the language courses that PROLOG offers comply with the current and recognised level of language acquisition and teaching methodology?
- Have the statutory regulations (terms and conditions, customer rights) been followed?
- Is the quality of the language courses regularly evaluated?
- Are language courses regularly observed and do we relate the results to our teachers?
- Are the customers satisfied with PROLOG’s language courses, the host families and the service in the office?
- Have there been complaints and how did PROLOG react to them?
At the moment, we are intensively preparing for certification and are very optimistic that we will yet again receive the seal "Services according to ISO and AZWV" in September 2010. This certification is valid to 2013 – with annual inspections.