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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.

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.
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