At NTL, every process that forms part of the company’s operations and management –from answering a telephone call to make a pick-up through to the return of the delivery confirmation signed by the customer – is done in accordance with the quality procedures that the company has established and certified. This department’s responsibility is to guarantee a consistently high level of service quality by complying with annual targets, most notably those of the ISO 9001 and 14001 standards. For this reason, every year we set ourselves ambitious goals which every department is required to fulfil, using indicator analyses, staff training, variance analyses, the creation of improvement teams, etc.