Quality Management and Improvement

In order to consistently deliver the best experience as well as the best possible quality of products and advanced technology services to our customers, we constantly analyze, record and improve our processes.  This is why we have implemented a Corporate Process Model, based on the eTOM model. With e-TOM (enhanced Telecom Operations Map), being a best practice Process Model for telecommunication companies, we achieve to organize and categorize the company's processes in a structured way, in order to provide guidance to all company employees regarding the functions they perform as autonomous units, but also as one group. Also, based on eTOM, "end-to-end" business processes (value chains) are implemented and produce added value for the customer.

The OTE Group Corporate Process Model and its systematic mapping, assessment and improvement form the basis of the Integrated Management System, the implementation of which has – so far -  allowed OTE to achieve certifications, such as for Quality Management (ISO 9001), Environmental Management (ISO 14001), Occupational Safety and Health Management (OHSAS 18001), Business Continuity Management (ISO 22301). It must be noted that the Integrated Management System is systematically expanded, according to the company's needs, in order to support and to satisfy internal and external customers through integrated processes & procedures.

Within the framework of the Integrated System Management, the company ensures and constantly develops the quality of existing procedures / processes, as the following synergies are achieved:

o   Efficient and effective management of people and resources,

o   Systematic Assessment and Improvement of existing processes/ procedures,

o   Assurance of continued compliance with the requirements of standards,

o   Integration of processes/ procedures applied by the OTE,

o   Simplification and streamlining of processes/ procedures,

o   Centralized documentation accessible to all employees (Single point of access).

In addition to the above, and as part of systematic and continuous improvement of services in the field of Information and Communication Technologies (ICT Services), the company has been certified with SOC 1 TYPE II by an international auditing company for the efficient and controlled operation of systems supporting information services provided to the customer, regarding the billing system, in compliance with the International Standard ISAE 3402 (Type II) "Assurance Reports on Controls at a Service Organization", by the "International Auditing and Assurance Standards Board".

Finally, the existing certifications and the systematic expansion of these demonstrate the continuous effort of the OTE to operate and implement international standards and practices.