Berlitz quality policy.

Berlitz International Management has determined a quality policy. It is guaranteed that it:

• is appropriate to the company
• contains a duty to fulfill customer demands and to work towards continuous improvement
• offer a framework for setting and assessing quality goals (Quality Audit)
• has been communicated and understood at all relevant levels of the company
• will be regularly checked for its appropriateness

The quality policy is oriented to the Five Operating Principles:

Total Customer Orientation

Continuously guaranteeing the satisfaction of our customers and their continuous improvement necessitates building up long-term, trust relationships, this ranks among our highest company principles. Our customers therefore set the measuring scale for the quality. As a result, their opinion is the deciding factor in our quality.

Open and Active Participation

To guarantee our quality standards, each individual employee contributes through his or her personal performance. Relevant information is passed on within the company and thereby strengthens the whole company. All employees participate in open discussions and share ideas in order to achieve improvements.

Spirit of Innovation and Challenge

For every employee the continuous improvement process also includes readiness to accept challenges and changes, to accept and to give feedback openly, and in this way always to be a step ahead of the demands of the market.

Superior Business Structure

Every employee acts as an "entrepreneur in the company" and bears the responsibility for the quality of his or her work.

Strategic-Oriented Planning

We plan our goals and resources and work strategically to reach goals and in this way fulfill the quality demands of our customers as well as the applicable legal and official prescriptions
The quality policy of Berlitz is known throughout the whole company and is regularly reviewed for its appropriateness.