Quality
Quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs (definition according to ISO 8402)

EFQM
The quality management system at STAR Servicios Lingüísticos is based on the model of the European Foundation for Quality Management EFQM. The EFQM is a not for profit organization which has the aim of distributing and applying quality management systems according to its model. The EFQM was founded in 1989 by the CEOs of prominent European businesses, together with the help of the European Commission, in order to create a European framework for quality management similar to the Malcolm Baldridge model in the US and the Japanese Deming Award. The EFQM Excellence Model is a non-prescriptive framework based on criteria that can be used to assess how far an organisation has progressed on its route to Excellence. The criteria and their importance within the framework can be seen in the figure below: results orientation, customer focus, leadership and constancy of purpose, management by processes and facts, people development and involvement, continuous learning, innovation and improvement, partnership development and corporate social responsibility.

EFQM excellence model

ISO 9001:2000
The ISO 9000 family is a set of quality standards established by the International Standards Organisation (ISO) which can be applied in any organisation (manufacturing or services’ company, public administration, etc.). The most important standard within the family, the ISO 9001:2000, describes the requirements for a quality management system. The chief benefits to be derived from a quality management system are:

• Fewer rejects or incidents in production or service creation
• Increase in productivity
• More customer focus
• Continuous improvement

The quality management system of STAR Servicios Lingüísticos received certification to ISO 9001:2000 in November 2007.

Quality management system
A quality management system is a set of interrelated elements of a company or an organization (structures, responsibilities, processes and resources) designed to manage the quality of its products and / or services in a structured manner to generate customer satisfaction.

UNE-EN 15038
In November 2007, STAR Servicios Lingüísticos obtained the UNE EN 15038 certification. The new European standard establishes basic criteria for the provision of translation services. Initiated by the European Union of Translation Companies EUATC, the standard was developed by the National Technical Committee AEN/CTN 174 of the Spanish Standardization and Certification body AENOR. It was approved by the European Committee for Standardization (CEN) in April 2006. The set of rules replaces all other European standards previously used in the sector. It is very much based on ISO 9001:2000 but establishes specific measures for the quality assurance of translation services.