As a world-class technology company, Ribbon delivers intelligent, secure, sustainable and embedded real-time communications for our global customers and partners. We are committed to quality, innovation and the continual improvement of our products, processes and services. We put our customers first and strive to provide the highest level of value and satisfaction.
Ribbon is committed to continually improve the effectiveness of the quality management system, while fulfilling applicable requirements. We establish measurable quality objectives with targets for improvement to enhance our customers’ experience.
At Ribbon, Customer Satisfaction is one of the most important factors in driving the continual improvement of our processes, products and services. Our goal is to improve quality and increase customer satisfaction and loyalty by delivering products and services of the highest quality, on time to all of our customers.
The Ribbon Customer Satisfaction Program is designed to collect feedback from customers about Ribbon’s performance as a supplier. Each year, during the first quarter, the Customer Satisfaction survey is distributed to customers around the world in multiple languages. Areas of focus in the survey include Account Management, Installation, New Product Introduction, Ongoing Experience, Order Fulfillment, Training and Technical Support. The feedback received is analyzed, results are shared internally and based on the results, improvement programs and action plans are implemented throughout the company.
Quality System Processes
All Ribbon products (hardware, software, service) are designed, developed and managed in accordance with the company’s Quality Policy and Corporate Processes. These processes govern the operating requirements, functional responsibilities and key product/process reviews necessary to ensure the most effective discipline in each phase of the total product life-cycle, including requirements, design, test, delivery and service. Ribbon's processes are designed to reflect several Quality Improvement Standards, Models and Methodologies including ISO 9001, TL 9000 and SEI’s Capability Maturity Model Integration (CMMI - Level 3). Also included in Ribbon's processes are Lean Six Sigma elements:
- Processes are defined, repeatable, standardized and integrated into the business.
- Development and Support processes can be customized to suit customer needs.
- Product design and test activities are reviewed, approved, controlled and traceable throughout the development lifecycle.
- Key practices, such as requirements analysis, estimations, maintenance, quality controls (including version control), product identification and traceability – are integrated in appropriate design, test and delivery processes.
- Key project factors are tracked, including cost, functionality and delivery commitments.
- Key Quality Development, Support Metrics and Performance Indicators are monitored and tracked to drive continual improvement.
Ribbon is focused on monitoring and controlling key quantitative measures of process, product and service quality to identify opportunities for continual improvement. Quality operational reviews are conducted on a regular basis to review detailed data and metrics on our products and services to drive improvement actions. In addition, Root Cause Analysis activities are performed on key customer impacting issues and actions are put in place to drive continual improvement. Thus allowing Ribbon to strive towards the further improvement and maturity of our Quality Assurance and Quality Control Program.
Ribbon has been registered to the International Quality Standards of ISO 9001 and TL 9000 since 2001.
Our current TL 9000 certification scope includes software, hardware and services and covers all areas of Ribbon's operations: sales, marketing, design, development, procurement, delivery, engineering, installation, repair, service, training and support of hardware, software, and services. It is a large multi-site registration, encompassing five company locations and several product categories.
QuEST Forum Membership
Ribbon is a member of the QuEST Forum and is an active participant in Work Group meetings, contributing to the evolution of the quality management system requirements and measurements handbooks.