Quality Management and Continuous Improvement

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INTRIA's goal is 100% Satisfaction, 100% of the time. Performance is ensured through detailed Service Level Agreements (SLAs) complemented by a tightly-knit process for change management and problem resolution.

Each day, all INTRIA centres across Canada report service performance to produce a “quality snapshot.” This enables INTRIA to monitor its business closely, provide informative updates to clients, and provide its relationship managers an ongoing picture of the company's performance in meeting clients’ expectations.

In support of this goal, INTRIA aims to be error free — which makes it possible to offer and meet extremely stringent SLAs.

To sustain this level of performance, all INTRIA employees actively participate in a formalized, highly-evolved continuous improvement program. INTRIA recognizes that in today’s competitive market, quality isn’t based on past performance but is measured in real-time.

ISO 9001:2008 Registered Quality System

INTRIA is one of the largest financial services organizations in North America registered to the ISO standard for excellence, and was the first provider of currency, cheque, and remittance processing in Canada to achieve this status.

Meeting ISO’s exacting standards involved a demanding audit and approval process focused on every aspect of our quality system. INTRIA has since trained numerous employees to meet ISO’s Quality Assessor requirements. These individuals perform ongoing ISO-recommended quality checks of each and every process.

ISO registration demonstrates INTRIA’s commitment to quality management, continuous improvement, and ensuring client satisfaction.

To learn more about the eight quality management principles that form the foundation of the ISO 9001:2008 standards, visit the ISO website.