Quality

BT Lynx’s quality management system is driven by the objective of providing consistent world-class service. This is managed and reviewed by our Service Excellence Council, comprised of executive management and individual contributors who have specific and independent authority to ensure all aspects of service delivery meet this objective.

Excellence is also a key element of the measures and performance indicators we apply to our business and our people. These are gauged through internal and external surveys and a continual programme of assessment and improvement. We believe the independence of our Excellence team guarantees an objective measure against all activities and ensures customers have a ‘champion’ within the business.

Our Excellence team also has responsibility for the review of all customer-facing service, ensuring we deliver consistently every time. This integrates on a practical level with operational activity, enabling us to react quickly to ensure excellence is maintained.

Business Improvement Forums support this initiative, where best practice and technology excellence are explored from strategic to operational and channelled back into our business. These also serve as a ‘test bed’ for new ideas within the industry and as an invaluable source of reference for BT Lynx customers to utilise through our extranet portal.

BT Lynx is fully committed to improving the quality of its services through the deployment of Quality techniques, TQM principles and improvement methods such as Six Sigma. 

A Quality Management System is operated in accordance with BS EN ISO 9001 : 2000 and Information Technology Service Management in accordance with BS ISO/IEC 20000-1 : 2005.

The compliance agency is the British Standards Institute (BSI).

In addition, we have taken care to make btlynx.com a fully interoperable website which has been formally validated by W3C.

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