Quality system

Introduction

Sublime is a small IT consultant company that delivers web solutions based on EPiServer. In order to distinguish us among other EPiServer-partners and in order to retain existing customers as well as attract new customers, we have focused on keeping a high service level while delivering both powerful and complex web solutions.

Our ability to do this depends above all on the following three things: 

• High level of competence – all employees have long experience of deliver web solutions and the fact that we have overlapping competencies facilitate internal communication
• Cost effective solutions – through our specialisation on web solutions based on EPiServer, we have gathered a lot of knowledge and along the road, we have developed our own technical framework of modules and functions that empower us with the ability to deliver sophisticated and proven solutions in a short time
• Well-defined and tailored methods – our clear web focus since year 2000 has enabled us elaborate procedures and methods that render more effectiveness and that ensure delivery on time and with accurate content.

Methodology

The method we follow in our development projects is tailored to our experience but of course, it has elements from different standard methods for web and software development. An overall description (only in Swedish) of the method could be found in appendix.

Quality assurance

Key factors in our quality assurance work are:

• to focus, in frequent dialogue with the customer, on key issues in the specifications
• specifically developed checklists for the type of solutions in which we have specialized
• clear toll gates and milestones during the project
• reuse of tested modules

We strive to offer projects on a fixed price basis with delivery guarantee. This will give us strong financial incentives to produce error free solutions which will fit into the customer’s business environment.

Organisation

In our organisation model, the operation of sales and delivery activities are not divided on different people. We believe this will minimise the risk of causing uncertainties and misunderstandings as well as it will stimulate to take responsibility over the business cycle.

The fact that our competencies somewhat are overlapping, enable us easily to adapt to the different customers requirements. This gives us also the opportunity to use our resources in a cost efficient way and to reuse business and technical solutions, which all strongly contributes to a successful result.

Support

Since 2004 we have consistently reinforced our service offering (technical support, webmaster assistance, operation and development). As part of our goal to offer secure, fast and efficient support, we have introduced EPiDesk, a web based task management system.

Today, about half of our major customers are using EPiDesk. Both ourselves and our customers will agree on the fact that improvements have been made in the support and task management process, resulting in better control and more efficient workflow.

Since spring 2005 we also offer tailor-made service level agreements (SLA). By signing a SLA, we will on a long term basis guarantee a high service level according to each customer’s specific needs.