Quality policy

Here you can find the Quality Objectives & Policy of LBH International A/S.

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1. Quality policy

Through good communication with the customer, LBH aims to establish and maintain good relations. We determine the needs of the customer, and will by the use of close dialogue deliver the needed products. We strive to respect the time limits given by the customer, and will at all times, inform the customer, if the agreed upon time limits cannot be met. If a customer experiences breakdown or similar emergencies, we must be ready to assist. In the after sales phase we will guide the customer through relevant documentation and offer help with mounting.

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Via our aim we strive to maintain a good reputation in the market, as well as ensuring that customers will choose LBH International A/S as their primary supplier every time.

In order to realize our objective we have established quality parameters. By the use of these, we measure our performance and search for new improvements.

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Our visions are to main and develop customer relations and clientele, by establishing a sales office in each region.

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2. Quality parameters

We strive to live up to the following quality parameters to the best of our abilities, in order to comply with our aims and visions.

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• We focus on customers and the creation of good relations.
• We make risk assessments before implementing new initiatives as well as make risk assessments of non-standard orders.
• We focus on visibility in the market via marketing and outreach work.
• We focus on in-house responsibility, in which our work is based on described procedures and workflow.
• We strive to be innovative, to ensure constant improvements of out processes, organization and products.
• We set up objectives in order to measure, whether or not, we meet our own standards.

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Focus on customers and the creation of good relations

We compile a customer satisfaction survey yearly. We do this in order to create a general knowledge of how the customer experienced submission of tender, the ordering process till and including subsequent documentation and if necessary, installation.

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The result of the customer satisfaction survey is evaluated in the yearly evaluation by the management.

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To abide by the response time and delivery time agreed with the customer, we measure these using a KPI. Whether or not we are able to comply with the delivery time to our customer, also depends on our suppliers, therefore we also measure the delivery time from our supplier to us using a KPI.

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If we do not abide by the response time and delivery times agreed, we must undertake corrective actions in order to improve our performance.

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We make risk assessments before implementing new initiatives as well as make risk assessments of non-standard orders​

To avoid deviations and unforeseen costs it is important to risk evaluate before we take action or make decisions. This applies both strategically and in the separate departments.

Monthly management meetings will be held, in which changes will be evaluated before implementation. Moreover, we also make risk assessments of our main processes by conducting a capability investigation, before a non-standard order is confirmed to the customer. All affected and relevant departments are summoned, and a risk assessment is conducted for each of the involved departments.

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We focus on visibility in the market via marketing and outreach work

LBH works alongside local agents and distributers, who operate with a high level of knowledge of the market and who can demonstrate a high level of visibility via outreach work. Moreover, LBH employs sellers in the Polish, German and Norwegian market, as these are our 3 biggest markets. Marketing department has the responsibility of making sure, that we are visible through our website and on social media. To ensure that customers can search for LBH as a possible supplier, we are registered in supplier-databases, and equally, LBH has got a subscription on databases which register projects that are on the way. By the use of this database we can reach out to possible customers on an earlier stage. When our supervisors are doing mounting-jobs, they will always carry working clothes with LBH logo, in order to increase visibility directly with the customer.​
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We focus on in-house responsibility, in which our work is based on described procedures and workflow

All procedures and workflows are described in our quality program D4. All procedures and workflows are available, if a procedure changes it is sent to de respective department for renewed approval.

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All new employees are trained in the LBH IFUT-program, which is a training program for both employees in the production and administration. When using this training program the newly appointed will receive training in LBH’s quality and environmental policy, Safety and environment, General introduction of LBH, Presentation of LBH’s products and LBH’s organization and authority. Temporary workers are perceived as external workforce. Their training will consist of “Introduction for new employees” and “Safety instructions at LBH”. They will read these and sign a statement in the brochure “Alien Companies”.​ 

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We strive to be Innovative, to ensure constant improvements of out processes, organization and products

In LBH we work with the principle that the right person should work in the right function. This means that the management is open to create new possibilities for the individual employee, and by this, creating the best possible output and return. This also contributes to creating an organization which is constantly improving.

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All of the deviations are registered and measured using KPI. Deviations will be evaluated, and as a result hereof corrective actions will be made. The corrective action can be the correction and adaption of procedure descriptions or can result in a reminder of the correct procedures. QA department is responsible for the correction of procedures, in order to avoid future mistakes.

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LBH develops the products in consultation with the customers, hereby, our products adapts to the needs and demands of the customer. LBH also develops new standard products or adapts the product we already have in our assortment. In case of development of new standard products, the procedures for PU project is used.

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We set up objectives in order to measure, whether or not, we meet our own standards

By setting up KPI’s for our performance we asses whether or not we reach our goals. In our quality policy we have mentioned our most important quality aims. If we, in a longer period of time, do not meet our goals, we will reevaluate our goals and if necessary set new goals, to ensure a constant improvement of our quality-control system. In case we cannot live up to our goals, we will undertake a change in our procedures, product or organization in order to perform better.