In May 2015 AIB Vinçotte has audited the quality management system (QMS) of the BCCM consortium. The auditors found the QMS well understood, applied and developed by all staff members. They praised the way that BCCM declines its general objectives into well defined activities that are regularly followed up. They did not detect any non-conformity, but they have proposed 12 opportunities for further improvement of the QMS. As a result, the ISO 9001:2008 certificate was prolonged.
The BCCM QMS combines a strict process approach with flexibility to respond to customers' expectations. During its annual Management Review meeting the consortium analyses also the feedback it receives from its customers. One way to do this, is by monitoring the number of customers' complaints. This number has always been relatively low, and shows a decreasing trend over the years. As the satisfaction of customers is an important objective for the consortium, BCCM welcomes all feedback on its services via firstname.lastname@example.org.