IMS - User contributions [en]

Main Page

2026-11-04T07:54:53Z

WikiSysop:

{{DISPLAYTITLE:IMS}}
{{Bannerbox|banner-image=|image-width=|imagealign=|banner-title=Policies, processes, and management system documentation|titlesize=2rem|titlecolor=#212529|banner-text=Explore how structured information can be managed across an organization.|textsize=1.1rem|textcolor=#212529|contentpadding=|boxpadding=8px|boxbgcolor=#f8f9fa|boxbgimg=|boxbgicon=swoosh-subtle-banner}}
{{Nav/IMS}}
<div class="portalpage">
<div class="pl-container"><div class="pl-col"><div class="ext-standardtags-card"><div class="ext-standardtags-card-header"><div class="ext-standardtags-card-icon bi bi-clock" aria-hidden="true"></div><div class="ext-standardtags-card-headings"><div class="ext-standardtags-card-title">Recent changes</div></div></div><div class="ext-standardtags-card-body">
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}</neowiki_report>
</div></div></div><div class="pl-col"><div class="ext-standardtags-card"><div class="ext-standardtags-card-header"><div class="ext-standardtags-card-icon bi bi-info-circle" aria-hidden="true"></div><div class="ext-standardtags-card-headings"><div class="ext-standardtags-card-title">Highlighted document</div></div></div><div class="ext-standardtags-card-body">
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"Highlight"
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</div></div></div></div>
<div class="pl-container">
<div class="pl-col">
<div class="ext-standardtags-card"><div class="ext-standardtags-card-header"><div class="ext-standardtags-card-headings"><div class="ext-standardtags-card-title">Certifications</div></div></div><div class="ext-standardtags-card-body">

<p>{{Icon|bi bi-award|||}} ISO 27001</p>
<p>{{Icon|bi bi-award|||}} ISO 9001</p>
<p>{{Icon|bi bi-award|||}} ISO 14001</p>
</div></div></div>
<div class="pl-col"><div class="ext-standardtags-card"><div class="ext-standardtags-card-header"><div class="ext-standardtags-card-headings"><div class="ext-standardtags-card-title">IMS contact</div></div></div><div class="ext-standardtags-card-body">
<user-profile user="WikiSysop" framed="false" orientation="horizontal" fields="department,location" />
</div></div>
</div></div>
</div>
__NOTOC__
__NOEDITSECTION__

Main Page

2026-11-04T07:53:55Z

WikiSysop:

{{DISPLAYTITLE:IMS}}
{{Bannerbox|banner-image=|image-width=|imagealign=|banner-title=Policies, processes, and management system documentation|titlesize=2rem|titlecolor=#212529|banner-text=Explore how structured information can be managed across an organization.|textsize=1.1rem|textcolor=#212529|contentpadding=|boxpadding=8px|boxbgcolor=#f8f9fa|boxbgimg=|boxbgicon=swoosh-subtle-banner}}
{{Nav/IMS}}
<div class="portalpage">
<div class="pl-container"><div class="pl-col"><div class="ext-standardtags-card"><div class="ext-standardtags-card-header"><div class="ext-standardtags-card-icon bi bi-clock" aria-hidden="true"></div><div class="ext-standardtags-card-headings"><div class="ext-standardtags-card-title">Recent changes</div></div></div><div class="ext-standardtags-card-body">
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"direction": "DESC"
}
],
"limit": 8,
"pageDisplayFormat": "text",
"showPageLink": true
}</neowiki_report>
</div></div></div><div class="pl-col"><div class="ext-standardtags-card"><div class="ext-standardtags-card-header"><div class="ext-standardtags-card-icon bi bi-info-circle" aria-hidden="true"></div><div class="ext-standardtags-card-headings"><div class="ext-standardtags-card-title">Highlighted document</div></div></div><div class="ext-standardtags-card-body">
<neowiki_report format="grid">{
"properties": {},
"conditions": [
{
"property": "categories",
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"Highlight"
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"pageDisplayFormat": "text",
"showPageLink": true
}</neowiki_report>
</div></div></div></div>
<div class="pl-container">
<div class="pl-col">
<div class="ext-standardtags-card"><div class="ext-standardtags-card-header"><div class="ext-standardtags-card-headings"><div class="ext-standardtags-card-title">Certifications</div></div></div><div class="ext-standardtags-card-body">

<p>{{Icon|bi bi-award|||}} ISO 27001/<p>
<p>{{Icon|bi bi-award|||}} ISO 9001</p>
<p>{{Icon|bi bi-award|||}} ISO 14001</p>
</div></div></div>
<div class="pl-col"><div class="ext-standardtags-card"><div class="ext-standardtags-card-header"><div class="ext-standardtags-card-headings"><div class="ext-standardtags-card-title">IMS contact</div></div></div><div class="ext-standardtags-card-body">
<user-profile user="WikiSysop" framed="false" orientation="horizontal" fields="department,location" />
</div></div>
</div></div>
</div>
__NOTOC__
__NOEDITSECTION__

Controlled Document:Work instruction/Conducting an appraisal interview

2026-11-03T14:04:29Z

WikiSysop: Update subject via NeoWiki UI

==Purpose==
An appraisal interview is a regular, structured conversation between a manager and an employee about performance, goals, and development. The aim of this work instruction is to hold appraisal interviews consistently and fairly and to document agreed goals and measures.

==Prerequisites==

{| class="wikitable"
! Type !! Requirement
|-
| Information || Goals and results of the previous period
|-
| Tools || Appraisal form, private meeting room or online meeting
|-
| Time || 60 minutes for each interview
|}

==Safety and Warnings==
* The content of the interview is confidential and may only be shared with authorized persons

==Work instruction==
{| class="wikitable" style="width:100%;"
!'''Responsible'''
!'''Step'''
!'''Procedure'''
!'''Needed tools'''
|-
|Line manager
|Schedule interview
|Invite the employee at least 2 weeks in advance and share the appraisal form
|Calendar, Appraisal form
|-
|Line manager, Employee
|Prepare
|Both prepare by reviewing goals and results and completing their part of the form
|Appraisal form
|-
|Line manager
|Conduct interview
|Discuss results, feedback, cooperation, and development wishes; listen actively and give concrete examples
|Appraisal form
|-
|Line manager, Employee
|Agree goals and measures
|Agree on goals for the next period and on training or development measures
|Appraisal form
|-
|Line manager
|Document and sign
|Document the results, have the form signed by both parties, and hand a copy to the employee
|Appraisal form
|-
|Head of HR
|File and evaluate
|File the form in the personnel file and add training needs to the training plan
|HR system
|-
|Line manager
|Follow up
|Check progress on goals and measures in regular one-to-one meetings
|Calendar
|}

==Expected Result==
The interview has been held, results, goals, and measures are documented and signed, a copy is with the employee, the form is filed in the personnel file, and training needs have been passed on to HR.

==Troubleshooting==
{| class="wikitable"
! Problem !! Possible cause !! Solution
|-
| Disagreement on the assessment || Different views on performance || Record both views on the form and involve the Head of HR for a follow-up discussion
|-
| Employee does not sign the form || Disagreement with content || Record the objection on the form and involve the Head of HR
|}

Controlled Document:Work instruction/Conducting a culture pulse survey

2026-11-03T14:03:58Z

WikiSysop: Update subject via NeoWiki UI

==Purpose==
A pulse survey provides a quick and regular picture of how employees experience the corporate culture. The aim of this work instruction is to run the survey in a consistent and anonymous way and to derive concrete measures from the results.

==Prerequisites==

{| class="wikitable"
! Type !! Requirement
|-
| Access || Admin account in the survey tool
|-
| Information || Current distribution list of all employees
|-
| Approval || Survey questions and schedule approved by the CEO
|-
| Tools || Survey tool, email, intranet
|}

==Safety and Warnings==
* Ensure anonymity: do not report results for groups of fewer than 5 people
* Do not try to identify individual respondents

==Work instruction==
{| class="wikitable" style="width:100%;"
!'''Responsible'''
!'''Step'''
!'''Procedure'''
!'''Needed tools'''
|-
|Head of HR
|Define scope and questions
|Select 8–12 questions on values, leadership, cooperation, and engagement; reuse core questions to keep results comparable over time
|Survey tool
|-
|CEO
|Approve survey
|Review and approve questions, schedule, and communication plan
|Email
|-
|Head of HR
|Announce survey
|Inform employees about purpose, duration, anonymity, and deadline
|Email, Intranet
|-
|Head of HR
|Run survey
|Send the survey link, keep the survey open for 10 working days, and send one reminder after 5 days
|Survey tool
|-
|Head of HR
|Evaluate results
|Calculate participation rate and scores per topic; compare with the previous survey; report only groups of 5 or more people
|Survey tool, Spreadsheet
|-
|CEO, Head of HR
|Present results
|Present results and trends to management and to all employees
|Presentation
|-
|Managers
|Derive and track measures
|Agree on 2–3 concrete measures per team, assign owners and due dates, and review progress at the next survey
|Task list
|}

==Expected Result==
All employees have been invited and have had the opportunity to respond. Results are available as aggregated scores, have been shared with employees, and measures with owners and due dates are documented. The participation rate is at least 60%.

==Troubleshooting==
{| class="wikitable"
! Problem !! Possible cause !! Solution
|-
| Low participation rate || Unclear purpose or survey fatigue || Explain the purpose again, involve managers, and extend the deadline by 3 working days
|-
| Results are not accepted by teams || No visible follow-up from earlier surveys || Present earlier measures and their status together with the new results
|}

Review schedule

2026-11-03T13:07:09Z

WikiSysop: Created page with "<neowiki_report format="grid">{ "properties": { "Document control>>Owner": "Owner", "qm_approved_at": "Approval date" }, "conditions": [ { "property": "qm_approved_at", "operator": "<=", "value": "{{#time:Y.m.d|now - 365 days}}" }, { "property": "namespaceId", "operator": "IN", "value": [ 1540 ] } ], "pageDisplayFormat": "prefixed", "showPageLink": true }</neowiki_report>"

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"pageDisplayFormat": "prefixed",
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MediaWiki:Common.css

2026-11-03T13:01:12Z

WikiSysop:

/* CSS placed here will be applied to all skins */

/*WCAG links*/

.mw-body-content a:visited:not([class*='oo-ui-']),
[class^='mw-content-'] a:visited:not([class*='oo-ui-']),
#mw-content-text a.external {
color: #3366cc!important;
}
.mw-body-content a:not([class*='oo-ui-']),
[class^='mw-content-'] a:not([class*='oo-ui-']),
#mw-content-text a.external {
text-decoration: underline dotted;
text-underline-offset: 4px;
text-decoration-thickness: 1px;
text-decoration-color: grey;
}
/*no underlining on landing pages since there is not a lot of text*/
.mw-body-content .lp-page a:not([class*='oo-ui-']),
[class^='mw-content-'] .lp-page a:not([class*='oo-ui-']),
#mw-content-text.lp-page a.external{
text-decoration: none;
}

/*modernize wikitable*/

.wikitable {background-color:white!important;}
.wikitable tr th {background-color:#f2f3f9!important}
.wikitable th, .wikitable td {border-color: #c4c5ca!important}

/*hide lock banner on Main page */
.page-Main_Page div[data-mwstake-alert-id="pagecheckout"] {display:none!important}

/*align AI-Disclaimer in footer */
ul#footer-links li:nth-child(6) {width:100%; text-align:center; margin-top:0.5em}
/*Dashboards notice*/
.page-Special_Controlled_Documents_Dashboard .oo-ui-flaggedElement-notice {
display:none;
}

#sb-pri .list-group-item a.mws-action-link-link#n-simpleblogpage-blog-overview,
#sb-pri .list-group-item a.mws-action-link-link#n-cpd,
#sb-pri .list-group-item a.mws-action-link-link#n-meeting-minutes-overview {
display:none;
}
/*IMS color*/

.IMScolor,
.IMScolor i,
i.bi.bi-card-text.prefix {
color: #5FAE56!important
}

.ext-neowiki-infobox__header {
padding: 8px 12px 0px;
}

.ext-neowiki-infobox__title {
font-size: 1em;
font-weight: 700;
display: none;
}

.ext-neowiki-infobox__schema {
font-size: 1em;
font-weight: bold;
}

/*Wikitable neutral */
.wikitable td {
background:white
}

.jumbotron {
background-image: url('/w/img_auth.php/d/dc/BlueSpice_Gitex-1024x410.jpg');
background-size: cover;
background-position: center;
padding: 1em;
color: white;
position: relative;
text-align: center;
border-radius: 6px;
margin-bottom: 1.5em
}

.jumbotron-content {
position: relative;
max-width: 800px;
margin: 0 auto;
}

.jumbotron h1 {
font-size: 2.5em;
margin-bottom: 0.5em;
color: white;
font-weight: bold
}

.jumbotron p {
font-size: 1.2em;
color: white;
font-weight: bold;
}

.pl-container {margin-bottom:20px}

.pl-col {
padding:10px 20px
}

.pl-col h2 {
font-size:1.1em;
margin:0 0 1.2em 0;
}

.HRcolor,
.HRcolor {
color: a#4b6f9f!important
}

/*Recent changes*/
/* Hide EVERYTHING by default inside each entry */
.mw-changeslist li > * {
display: none;
}

/* Show page title */
.mw-changeslist-title {
display: inline !important;
}

/* Show user name */
.mw-userlink {
display: inline !important;
}

/* Keep separators readable */
.mw-changeslist li {
display: block;
margin-bottom: 4px;
}

/*box swoosh*/
.swoosh-subtle {
background: #ffffff;
border-radius: 20px;
padding: 30px;
position: relative;
overflow: hidden;
}

/* wavy mist swoosh */
.swoosh-subtle::after {
content: "";
position: absolute;
top: -5%;
left: 50%;
width: 120%;
height: 70%;
transform: translate(-50%, -50%) rotate(-10deg);

background:
radial-gradient(
ellipse at 30% 50%,
rgba(200, 200, 200, 0.35) 10%,
rgba(200, 200, 200, 0.18) 40%,
transparent 10%
),
radial-gradient(
ellipse at 70% 60%,
rgba(180, 180, 180, 0.30) 0%,
rgba(200, 200, 200, 0.15) 45%,
transparent 75%
);

border-radius: 50%;
}

.pl-col.frame, .frame .pl-col {
border: 1px solid #e3e3e3;
border-radius: 6px;
}

/* Optional: add spacing between title and user */
.mw-changeslist-title::after {
content: " — ";
color: #888;
}
/*RecentlyUpdated template */

.bi.prefix::before {
content: "\f228";
font-size: 1.2em;
vertical-align: -0.22em!important;
margin-right: 0.2em;
}

.byline {
margin-bottom: 0.8em;

}

.byline.prefixicon {
margin-left:1.8em
}

.byline a, .byline {
color:#747474!important;
}

.recentitem .at-mention {background-color: none!important;
border: none!important;
padding: none!important;
border-radius: none!important;
}

/*NeoWiki*/

/*deduplicate document control box*/
.mw-body-content .ext-neowiki-view {display:none;}

.mw-body-content .navbar {
margin:20px 0;
}

/*Discernable links*/
.mw-body-content a:not([class*='oo-ui-']),
[class^='mw-content-'] a:not([class*='oo-ui-']) {
text-decoration: underline dotted;
text-underline-offset: 4px;
text-decoration-thickness: 1px;
text-decoration-color: grey
}

.mw-body-content .navbar a {
text-decoration: none!important;
}

/*nav-bar overwrite conflict w/Discovery */
@media (max-width: 767px) {
.navbar-nav {
height: auto!important;
}
}

/*ISO Chapter Query display for grid until list works */
.ISOChapterQuery .oojsplus-data-toolbar,
.ISOChapterQuery .oojsplus-data-gridWidget-caption,
.ISOChapterQuery .oojsplus-data-gridWidget-header ,
.ISOChapterQuery .oojsplus-data-gridWidget-column-header,
.ISOChapterQuery .oojsplus-widget-no-content-placeholder{
display:none

}

.ISOChapterQuery .oojsplus-data-gridWidget {background:transparent}
.ISOChapterQuery .oojsplus-data-gridWidget .grid-container {padding:0}

/*Template:Nav/IMS border-radius*/
.navbar.bg-body-tertiary {
border-radius: 6px !important;
overflow: hidden !important;
}

/* Dashboards */
.cd-dashboard-cnt form.mw-inputbox-form-inline {
justify-content: start;
}

.mw-body-content .cd-dashboard-cnt h2 {
margin: 0;
font-size: 1.1rem;
}

/* Fix dashboards PL layout */
.pl-container {
display: flex;
gap: 1em;
}

.pl-container > .pl-col {
flex: 1;
}

/*Hide NeoWiki nav items in main nav*/
#n-links-neowiki-page-tools-label,
#n-links-neowiki-page-tools-label-head,
#n-links-neowiki-page-tools-labellist-group-body {
display:none;
}

/** Custom Mainpage**/
.custom-dashboard .pl-col span.mw-editsection,
.custom-dashboard span.sectionanchors-button {
display: none!important;
}

.custom-dashboard .pl-container.pl-container-card { gap: 1.5rem;
margin-bottom: 1.5rem
}

.custom-dashboard .pl-container.pl-container-card > .pl-col,
.mainpage-custom .pl-container.pl-container-card > .pl-col {
position: relative;
padding: 0 1.75rem 1.75rem;
border-radius: 10px;
box-shadow: 0 1px 2px rgba(0, 0, 0, 0.06), 0 2px 6px rgba(0, 0, 0, 0.06);
overflow: hidden;
word-break: break-word
}

.custom-dashboard .pl-container.pl-container-card > .pl-col::before {
content: '';
position: absolute;
top: 0;
left: 0;
right: 0;
height: 4px;
background-color: #5FAE56;
}

.custom-dashboard .pl-container.pl-container-card > .pl-col h2 .icon,
.custom-dashboard .pl-container.pl-container-card > .pl-col h3 .icon {
margin-right:0.4em

}
.custom-dashboard .pl-container.pl-container-card > .pl-col h2,
.custom-dashboard .pl-container.pl-container-card > .pl-col h3 {
margin: -1rem -1.75rem 1.75rem -1.75rem;
font-size: 1.05rem;
font-weight: 600;
line-height: 1.3;
/*color: #000;*/
display: flex;
gap: 0.9rem;
padding: 1rem 1.25rem 0.9rem;
margin-top: 4px;
background-image: linear-gradient(180deg, rgba(62, 83, 137, 0.09) 0%, rgba(62, 83, 137, 0.02) 100%);
background-image: linear-gradient(180deg, color-mix(in srgb, var(--wiki-color, #3e5389) 9%, transparent) 0%, color-mix(in srgb, var(--wiki-color, #3e5389) 2%, transparent) 100%);
border-bottom: 1px solid #ccc;
}

#bodyContent .custom-dashboard .pl-container.pl-container-card > .pl-col .sectionanchors-button {
display: none
}

.custom-dashboard .pl-container-card .badge-list ul {
margin: 0;
}

.custom-dashboard .pl-container-card .badge-list li {
display: inline-block;
background: #f7f7f8;
border: 1px solid #3e5389;
padding: 0.3rem 0.5rem;
margin: 0.5rem;
border-radius: 10px;
box-shadow: 0 1px 2px rgba(0, 0, 0, 0.06), 0 2px 6px rgba(0, 0, 0, 0.06);
overflow: hidden;
transition: background 0.2s ease, border-color 0.2s ease, box-shadow 0.2s ease, transform 0.15s ease;
cursor: pointer;
}

.custom-dashboard .pl-container-card .badge-list li:hover {
background: linear-gradient(180deg, #f7f7f8 0%, #f7f7f8 100%);
border-color: #5470b3;
box-shadow: 0 2px 4px rgba(0, 0, 0, 0.08), 0 4px 10px rgba(0, 0, 0, 0.08);
}

.first-steps {
display: inline-block;
margin-top: 1.8em
}

.custom-dashboard .user-profile-panel {
text-align: center
}

.custom-dashboard .user-profile-panel .user-profile-data-cnt .user-profile-name-header .user-profile-name {
font-size: 1.2rem;
margin: 1rem 0;
display: inline-block
}
.custom-dashboard .social {
display: flex;
gap: 1.5rem;
align-items: center;
flex-wrap: wrap;
background: #f1f3f9;
padding: 1.3em 0.8em 0.8em 0.8em;
border-radius: 10px;
width: 100%;
justify-content: center
}
.custom-dashboard .social a:hover {
text-decoration: none!important
}

#mw-content-text .social a.external {
background: none;
padding: 0.2em
}
.custom-dashboard .social #newsletter {
align-self: flex-end;
width: 100%;
text-align: center;
padding-left: 1.4em
}
.custom-dashboard .social #newsletter a:hover {
text-decoration: underline!important
}

.testuserinfo .pl-container.pl-container-card > .pl-col
{
padding-top: 1em;
line-height: 2.5em
}

.testuserinfo .testpagelist
{ margin-top: 0.6em
}

.usecase-featured .pl-container.pl-container-card > .pl-col::before
{ background-color: #4b6f9f;
}

.usecase-more .pl-container.pl-container-card > .pl-col:nth-of-type(2)::before
{ background-color: #e89a4c;
}

.usecase-more .pl-container.pl-container-card > .pl-col:nth-of-type(1)::before
{ background-color: #5fae56;
}

.usecase-more .pl-container.pl-container-card > .pl-col:nth-of-type(2)::before
{ background-color: #e89a4c;
}

.usecase-featured .pl-col,
.usecase-more .pl-col
{ text-align: center
}

.custom-dashboard .btnrow {text-align:center}

.custom-dashboard .btn
{
display: inline-block;
background: #f7f7f8;
border: 1px solid #3e5389;
padding: 0.3rem 0.5rem;
margin:1.4rem;
border-radius: 10px;
box-shadow: 0 1px 2px rgba(0, 0, 0, 0.06), 0 2px 6px rgba(0, 0, 0, 0.06);
overflow: hidden;
transition: background 0.2s ease, border-color 0.2s ease, box-shadow 0.2s ease, transform 0.15s ease;
cursor: pointer;
}

.custom-dashboard .btn:hover
{
background: linear-gradient(180deg, #f7f7f8 0%, #f7f7f8 100%);
border-color: #5470b3;
box-shadow: 0 2px 4px rgba(0, 0, 0, 0.08), 0 4px 10px rgba(0, 0, 0, 0.08);
}

/*stretch content cards to full height in pl-col */

/* make each column a flex container so the card can fill it */
.portalpage .pl-col {
display: flex;
flex-direction: column;
}

/* card fills the full column height */
.portalpage .pl-col > .ext-standardtags-card {
flex: 1 1 auto;
display: flex;
flex-direction: column;
}

/* card body takes the remaining space below the header */
.portalpage .pl-col > .ext-standardtags-card > .ext-standardtags-card-body {
flex: 1 1 auto;
}

/*metadata report - hide grid header footer in cards on portal pages */
.portalpage .ext-standardtags-card .oo-ui-widget.oojsplus-data-toolbar,
.portalpage .ext-standardtags-card .oojsplus-data-gridWidget-header,
.portalpage .ext-standardtags-card .oojsplus-data-gridWidget-caption {
display:none
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/* user profile tag font size */
.user-profile-panel .user-profile-data-cnt .user-profile-name-header .user-profile-name {
font-size: 1.2em;
}

MediaWiki:Common.css

2026-11-03T12:59:21Z

WikiSysop:

Controlled Document:Work instruction

2026-11-03T12:57:31Z

WikiSysop:

{{Nav/IMS}}
{{CreateInput|alignment=left|buttonlabel=New Process description|placeholder=Enter work instruction name|prefix=Controlled Document:Work instruction/|preload=Template:PT Work instruction}}<br /><br />
<neowiki_report format="grid">{
"properties": {
"Document control>>Owner>>Assigned person": "Owner",
"qm_state": "Approval status",
"qm_approved_at": "Approved on"
},
"hasSubjects": [
"Work instruction"
],
"mainLabel": "Work instruction",
"pageDisplayFormat": "subpage",
"showPageLink": true
}</neowiki_report>

Controlled Document:Process description

2026-11-03T12:56:45Z

WikiSysop:

{{Nav/IMS}}
{{CreateInput|alignment=left|buttonlabel=New Process description|preload=Template:PT Process description|placeholder=Enter process name|prefix=Controlled Document:Process description/}}<br /><br />
<neowiki_report format="grid">{
"properties": {
"Document control>>Owner>>Assigned person": "Owner",
"qm_state": "Approval status",
"qm_approved_at": "Approved on"
},
"hasSubjects": [
"Process description"
],
"mainLabel": "Policy",
"pageDisplayFormat": "subpage",
"showPageLink": true
}</neowiki_report>

Controlled Document:Policy

2026-11-03T12:56:17Z

WikiSysop:

{{Nav/IMS}}
{{CreateInput|alignment=left|buttonlabel=New policy|placeholder=Enter policy name|prefix=Controlled Document:Policy/|preload=Template:PT Policy}}<br /><br />
<neowiki_report format="grid">{
"properties": {
"Document control>>Owner>>Assigned person": "Owner",
"qm_state": "Approval status",
"qm_approved_at": "Approved on"
},
"hasSubjects": [
"Policy"
],
"mainLabel": "Policy",
"pageDisplayFormat": "subpage",
"showPageLink": true
}</neowiki_report>

Controlled Document:Role

2026-11-03T12:55:54Z

WikiSysop:

{{Nav/IMS}}
{{CreateInput|alignment=left|buttonlabel=New role definition|placeholder=Enter role name|prefix=Controlled Document:Role/|preload=Template:PT Role}}<br /><br />
<neowiki_report format="grid">{
"properties": {
"Role>>Assigned person": "Assigned to",
"qm_state": "Approval status",
"qm_approved_at": "Approved on"
},
"hasSubjects": [
"Role"
],
"mainLabel": "Role",
"pageDisplayFormat": "subpage",
"showPageLink": true
}</neowiki_report>

Controlled Document:Role

2026-11-03T12:54:58Z

WikiSysop:

{{Nav/IMS}}
{{CreateInput|alignment=left|buttonlabel=New role definition|placeholder=Enter role name|prefix=Controlled Document:Role/|preload=Template:PT Role}}<br /><br />
<neowiki_report format="grid">{
"properties": {
"Role>>Assigned person": "Assigned to",
"qm_state": "Approval status",
"qm_approved_at": "Approved on"
},
"hasSubjects": [
"Role"
],
"pageDisplayFormat": "subpage",
"showPageLink": true
}</neowiki_report>

Controlled Document:Process description/Patent prosecution

2026-11-03T12:54:09Z

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{{#view:Document Control}}
==Purpose / goals ==
The goal of this process is to ensure a structured, legally compliant, and efficient process for preparing and filing patent applications.

'''Purpose:'''

* Uniform approach to processing patent preliminary inquiries.
* Minimization of errors and risks prior to patent filing.
* Optimization of client consulting and documentation.
* Increasing the success rate of patent applications.

== Process steps ==
{| class="wikitable" style="width: 100%;"
!Step
!Description
|-
|'''1. Client Inquiry'''
|Initial contact by the client with an idea or invention.
|-
|'''2. Initial Consultation'''
|Examination of protectability, explanation of the patent process, clarification of expectations.
|-
|'''3. Research Phase'''
|Conducting a prior art search (patent search, literature, market analysis).
|-
|'''4. Assessment of Patentability'''
|Legal and technical assessment of the prospects of success.
|-
|'''5. Strategic Consulting'''
|Decision on patent, utility model, or other intellectual property rights.
|-
|'''6. Draft of the Patent Application'''
|Preparation of the technical description, claims, and drawings.
|-
|'''7. Coordination with Client'''
|Consultation on the final version, clarification of any outstanding issues.
|-
|'''8. Submission to the Patent Office'''
|Formal submission of the application, priority application if applicable.
|-
|'''9. Documentation and Archiving'''
|Storage of all relevant documents in the firm's system.
|-
|'''10. Follow-up'''
|Monitoring of deadlines, communication with the Patent Office, preparation for examination procedures.
|}

==Performance indicators==

* '''Turnaround time''' from initial contact to filing (in days)
* '''Number of successfully filed patent applications per quarter'''
* '''Rate of positive feedback from the patent office (e.g., without objections)'''
* '''Client satisfaction''' (e.g., via feedback forms)
* '''Error rate in formal submissions''' (e.g., returns due to formal errors)

==Risks==

* '''Insufficient research''' → risk of rejection due to existing intellectual property rights.
* '''Lack of or unclear communication with clients''' → misunderstandings about the scope of protection.
* '''Formal errors during filing''' → delays or rejection.
* '''Failure to meet deadlines''' → loss of priority rights or protection options.
* '''Technical description inaccurate or incomplete''' → weakening of the scope of protection.

<br />
[[Category:Protection for patents]]

MediaWiki:Sidebar

2026-11-03T12:53:27Z

WikiSysop:

Controlled Document:Role/Chief Compliance Officer

2026-11-03T12:52:27Z

WikiSysop:

==Responsibilities==
* Develop, implement, and maintain the firm's compliance program and compliance policies
* Monitor changes in laws, regulations, and professional rules and assess their impact on the firm
* Ensure that conflict checks, client acceptance, and anti-money-laundering procedures are applied consistently
* Plan and conduct compliance risk assessments and monitoring reviews
* Investigate suspected breaches and report findings and recommendations to the Managing Partner
* Ensure that compliance training is delivered and that attendance and effectiveness are tracked
* Manage the whistleblowing and reporting channels and protect those who report concerns
* Coordinate communication with regulators, professional bodies, and external auditors
* Advise partners and staff on compliance questions and escalate material risks without delay
* Report regularly on compliance status, incidents, and corrective actions to the Executive Committee

==Authorities==
{| class="wikitable"
! Decision / Action !! Scope or limit !! Escalate to
|-
| Approve or reject client and matter acceptance on compliance grounds || All new clients and matters || Managing Partner
|-
| Suspend work on a matter pending resolution of a compliance concern || Matters with a suspected serious breach || Managing Partner
|-
| Initiate internal compliance investigations || All departments and personnel || Managing Partner
|-
| Approve changes to compliance procedures and templates || Compliance documents || Executive Committee
|-
| Engage external compliance advisors || Up to 20,000 EUR per year || Managing Partner
|-
| Report to regulators || Mandatory reports under applicable law || Managing Partner
|}

==Competencies==
{| class="wikitable"
! Competency !! Required level !! Evidence (training, certificate, experience)
|-
| Legal and regulatory knowledge (professional rules, anti-money-laundering, sanctions) || Expert || Law degree and admission to the bar; 8+ years of experience in legal practice or compliance
|-
| Compliance program management || Advanced || Certified compliance qualification (e.g. CCEP, ICA) or equivalent experience
|-
| Risk assessment and monitoring || Advanced || Documented risk assessments and reviews
|-
| Investigation and reporting || Advanced || Documented investigation experience
|-
| Data protection and information security awareness || Intermediate || GDPR training
|-
| Communication and independence || Expert || Track record of advising senior partners and engaging with regulators
|}

Controlled Document:Role/Chief Compliance Officer

2026-11-03T12:50:54Z

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==Responsibilities==

''Describe the main duties of this role. Start each item with an action verb (e.g. "Ensure...", "Maintain...", "Report...").''

* Responsibility 1
* Responsibility 2

==Authorities==

''List the decisions this role is entitled to make, the resources it may commit, and any limits or approvals required.''

{| class="wikitable"
! Decision / Action !! Scope or limit !! Escalate to
|-
| e.g. Approve purchases || Up to 5,000 EUR || Department head
|-
| || ||
|}

==Competencies==

''List the qualifications, skills, knowledge and experience required to perform this role.''

{| class="wikitable"
! Competency !! Required level !! Evidence (training, certificate, experience)
|-
| e.g. Internal auditing || Advanced || ISO 19011 course
|-
| || ||
|}

Controlled Document:Role/Chief Compliance Officer

2026-11-03T12:50:14Z

WikiSysop: Created page with "==Responsibilities==  ''Describe the main duties of this role. Start each item with an action verb (e.g. "Ensure...", "Maintain...", "Report...").'' * Responsibility 1 * Responsibility 2 ==Authorities==  ''List the decisions this role is entitled to make, the resourc..."

Controlled Document:Process description/Patent prosecution

2026-11-03T12:48:23Z

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Controlled Document:Process description/IT administration

2026-11-03T12:47:43Z

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== Purpose / goals ==
The goal of this process is to ensure the secure, reliable, and efficient operation of the organization's IT infrastructure, systems, and services.

'''Purpose:'''

* Ensure availability, integrity, and confidentiality of IT systems and data
* Provide employees with the IT resources and support they need to work effectively
* Manage IT assets, access rights, and changes in a controlled manner
* Detect, handle, and learn from incidents and disruptions

== Process steps ==
{| class="wikitable" style="width: 100%;"
!Step
!Description
|-
|'''1. Requirements and request intake'''
|Receipt of IT requests and requirements (e.g., new hardware, software, access) via the ticket system or service desk.
|-
|'''2. Asset and license management'''
|Recording, tracking, and maintaining hardware, software, and licenses throughout their lifecycle.
|-
|'''3. User and access management'''
|Creation, change, and removal of user accounts and access rights based on role and approval (joiner/mover/leaver).
|-
|'''4. Provisioning and configuration'''
|Procurement, setup, and configuration of devices, systems, and applications according to defined standards.
|-
|'''5. Change management'''
|Planning, assessing, approving, and documenting changes to IT systems to minimize risk and disruption.
|-
|'''6. Operations and monitoring'''
|Ongoing monitoring of systems, patching, updates, and capacity planning.
|-
|'''7. Backup and recovery'''
|Regular backups, restore tests, and maintenance of disaster recovery procedures.
|-
|'''8. Incident and problem management'''
|Logging, prioritizing, resolving, and analyzing incidents; root cause analysis for recurring problems.
|-
|'''9. Review and improvement'''
|Regular review of IT services, audits, and derivation of improvement measures.
|}

==Performance indicators==

* '''System availability''' (e.g., uptime in %)
* '''Average time to resolve incidents'''
* '''Ticket backlog''' and first-contact resolution rate
* '''Patch compliance''' (share of systems up to date)
* '''Backup success rate''' and restore test results
* '''User satisfaction''' with IT support (e.g., survey scores)

==Risks==

* '''Unpatched systems''' → vulnerability to security incidents
* '''Outdated or missing access rights management''' → unauthorized access
* '''Insufficient backups or untested restores''' → data loss
* '''Uncontrolled changes''' → outages and instability
* '''Incomplete asset inventory''' → shadow IT and license non-compliance
* '''Dependence on key individuals''' → knowledge loss and delays

<br />

Controlled Document:Process description/IT administration

2026-11-03T12:47:27Z

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Controlled Document:Process description/Corporate culture

2026-11-03T12:47:03Z

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== Purpose / goals ==
The goal of this process is to establish, maintain, and further develop a corporate culture that is consistent with the organization's strategic goals, values, and self-image.

'''Purpose:'''

* Promote employee identification, motivation, and cohesion
* Create a positive work environment that fosters performance, trust, and innovation
* Ensure consistent behavior and decision-making in line with corporate values
* Support change processes, leadership development, and employer branding

== Process steps ==
{| class="wikitable" style="width: 100%;"
!Step
!Description
|-
|'''1. Analysis of the existing culture'''
|Collection through interviews, surveys, workshops, or cultural diagnoses.
|-
|'''2. Definition of the target culture'''
|Determination of guiding values, behavioral principles, and cultural target images.
|-
|'''3. Communication and Embedding'''
|Communication of culture through internal communications, managers, onboarding, etc.
|-
|'''4. Integration into HR processes'''
|Linking with recruiting, performance appraisals, feedback systems, and continuing education.
|-
|'''5. Leading the way through managers'''
|Managers as culture carriers – training, coaching, and role models.
|-
|'''6. Culture-promoting measures'''
|Rituals, events, storytelling, recognition systems, internal platforms.
|-
|'''7. Monitoring and feedback'''
|Regular culture measurement, e.g., via pulse surveys, culture barometers, or retrospectives.
|-
|'''8. Adaptation and further development'''
|Iterative adaptation of culture measures based on feedback and company development.
|}

==Performance indicators==

* '''Employee satisfaction''' (e.g., via eNPS or engagement scores)
* '''Turnover rate''' and reasons for resignation
* '''Culture fit for new hires'''
* '''Feedback rate''' and participation in cultural measures
* '''Perception of corporate values''' (e.g., in internal surveys)
* '''Leadership commitment''' to cultural development

==Risks==

* '''Cultural contradictions''' between communicated values and lived reality
* '''Top-down approach without participation''' → low acceptance
* '''Unclear or overly abstract values''' → lack of orientation
* '''Leaders who do not exemplify culture''' → loss of trust
* '''Lack of integration into processes''' → culture remains a "nice to have"
* '''Ignoring subcultures''' → Fragmentation and Conflict

<br />

Controlled Document:Process description/Corporate culture

2026-11-03T12:46:54Z

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Controlled Document:Process description/Patent rights

2026-11-03T12:46:16Z

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== Purpose / goals ==
The goal of this process is the legally sound conduct of an opposition against a granted patent or the defense of a patent against an opposition.

'''Purpose:'''

* Protecting the client's interests by challenging or defending patent rights.
* Ensuring a legally compliant and strategically well-thought-out approach before the patent office.
* Minimizing economic risks due to unjustified patents or oppositions.

== Process steps ==
{| class="wikitable"
!Step
!Description
|-
|'''1. Client Inquiry / Intention to Oppose'''
|Clarification of the facts and objective (attacker or defender).
|-
|'''2. Check of Deadlines'''
|Ensuring that the opposition is filed within the statutory deadline (usually 9 months after patent grant).
|-
|'''3. Analysis of the Facts'''
|Examination of the contested patent or the grounds for opposition (e.g., lack of novelty, lack of inventive step).
|-
|'''4. Search and Evidence Gathering'''
|Collection of relevant documents, publications, and technical information.
|-
|'''5. Preparation of the Notice of Opposition / Response'''
|Legal argumentation, presentation of evidence, formal drafting.
|-
|'''6. Filing with the Patent Office'''
|Timely and proper submission of the opposition or defense.
|-
|'''7. Communication with the Office and parties'''
|Correspondence, preparation for oral proceedings if necessary.
|-
|'''8. Participation in oral proceedings'''
|Representation of the client before the Patent Office, presentation of arguments.
|-
|'''9. Decision and Follow-up'''
|Evaluation of the decision, consultation on further steps (e.g., appeal).
|-
|'''10. Documentation and Archiving'''
|Complete filing of all procedural documents in the office system.
|}

==Performance indicators==

* '''Success rate''' for appeals (full or partial revocations)
* '''Duration of proceedings''' from appeal to decision
* '''Client satisfaction''' with the strategic advice and outcome
* '''Quality of argumentation''' (e.g., through feedback from the Office)
* '''Rate of timely and formally correct submissions'''

==Risks==

* '''Failure to meet deadlines''' → loss of the right to appeal
* '''Insufficient reasoning''' → rejection of the appeal
* '''Missing or weak evidence''' → low prospects of success
* '''Formal errors in the submission''' → inadmissibility of the appeal
* '''Misjudgment of the chances of success''' → unnecessary costs and resource commitment
* '''Reputational risks''' with an aggressive appeal strategy

<br />
[[Category:Protection for patents]]

Controlled Document:Process description/Patent rights

2026-11-03T12:45:56Z

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Controlled Document:Policy/Quality policy

2026-11-03T12:45:29Z

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== Purpose ==
The purpose of this policy is to define the organization’s commitment to quality and to establish a framework for the Quality Management System (QMS).

== Scope ==
This policy applies to all employees, processes, and activities within the organization that impact product and service quality.

== Policy Statement ==
The organization is committed to delivering products and services that consistently meet customer expectations and applicable regulatory requirements.

== Commitments ==
The organization shall:

* Ensure customer satisfaction through consistent delivery of quality products and services
* Establish and review measurable quality objectives
* Maintain and continually improve the QMS
* Ensure compliance with applicable statutory and regulatory requirements
* Promote a culture of quality and continuous improvement

== Responsibilities ==

* Top Management is responsible for establishing, implementing, and maintaining this policy
* Employees are responsible for adhering to this policy in their daily activities

== Review ==
{{Excerpt/IMS Review}}

Controlled Document:Policy/Quality policy

2026-11-03T12:45:15Z

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Controlled Document:Policy/Information security policy

2026-11-03T12:44:53Z

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== Purpose ==
The purpose of this policy is to define the organization’s commitment to protecting information assets and to establish a framework for the Information Security Management System (ISMS).

== Scope ==
This policy applies to all employees, contractors, systems, processes, and information assets within the organization, regardless of format or location.

== Policy Statement ==
The organization is committed to protecting the confidentiality, integrity, and availability of information and to managing information security risks in line with business objectives and applicable requirements.

== Commitments ==
The organization shall:

* Protect information assets against unauthorized access, disclosure, alteration, and loss
* Establish and review measurable information security objectives
* Identify, assess, and treat information security risks systematically
* Maintain and continually improve the ISMS
* Ensure compliance with applicable legal, regulatory, and contractual requirements
* Provide awareness and training so that personnel understand their security responsibilities
* Report and respond promptly to information security incidents

== Responsibilities ==

* Top Management is responsible for establishing, implementing, and maintaining this policy and for providing the necessary resources
* Employees and contractors are responsible for adhering to this policy and for reporting security incidents and weaknesses

== Review ==
{{Excerpt/IMS Review}}

Controlled Document:Policy/Information security policy

2026-11-03T12:44:43Z

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Controlled Document:Policy/Health and safety policy

2026-11-03T12:44:25Z

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== Purpose ==
The purpose of this policy is to define the organization’s commitment to protecting the health and safety of people and to establish a framework for the Occupational Health and Safety Management System (OHSMS).

== Scope ==
This policy applies to all employees, contractors, visitors, and other persons affected by the organization’s activities, premises, and operations.

== Policy Statement ==
The organization is committed to providing safe and healthy working conditions, preventing work-related injury and ill health, and continually improving occupational health and safety performance.

== Commitments ==
The organization shall:

* Eliminate hazards and reduce occupational health and safety risks
* Provide safe and healthy working conditions and appropriate protective measures
* Establish and review measurable health and safety objectives
* Maintain and continually improve the OHSMS
* Ensure compliance with applicable legal and other health and safety requirements
* Consult and encourage the participation of workers in health and safety matters
* Report and investigate incidents, near misses, and hazards

== Responsibilities ==

* Top Management is responsible for establishing, implementing, and maintaining this policy and for providing the necessary resources
* Employees are responsible for adhering to safety rules, caring for their own safety and that of others, and reporting hazards and incidents

== Review ==
{{Excerpt/IMS Review}}

Controlled Document:Policy/Health and safety policy

2026-11-03T12:44:16Z

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Controlled Document:Policy/Environmental policy

2026-11-03T12:43:50Z

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== Purpose ==
The purpose of this policy is to define the organization’s commitment to environmental protection and to establish a framework for the Environmental Management System (EMS).

== Scope ==
This policy applies to all employees, processes, products, services, and activities within the organization that have or may have an impact on the environment.

== Policy Statement ==
The organization is committed to minimizing the environmental impact of its activities, preventing pollution, and continually improving its environmental performance.

== Commitments ==
The organization shall:

* Prevent pollution and reduce waste, emissions, and resource consumption
* Use energy, water, and materials efficiently and responsibly
* Establish and review measurable environmental objectives and targets
* Maintain and continually improve the EMS
* Ensure compliance with applicable environmental legislation and other binding obligations
* Promote environmental awareness among employees, suppliers, and other interested parties

== Responsibilities ==

* Top Management is responsible for establishing, implementing, and maintaining this policy
* Employees are responsible for adhering to this policy and for working in an environmentally responsible manner

== Review ==
{{Excerpt/IMS Review}}

Controlled Document:Policy/Environmental policy

2026-11-03T12:43:36Z

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Controlled Document:Policy/Data protection policy

2026-11-03T12:42:48Z

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== Purpose ==
The purpose of this policy is to define the organization’s commitment to protecting personal data and to establish a framework for the lawful and responsible processing of personal data.

== Scope ==
This policy applies to all employees, contractors, processes, and systems within the organization that collect, process, store, or transmit personal data.

== Policy Statement ==
The organization is committed to processing personal data lawfully, fairly, and transparently, and to respecting the privacy rights of individuals in accordance with applicable data protection legislation, including the GDPR.

== Commitments ==
The organization shall:

* Process personal data only for specified, explicit, and legitimate purposes
* Limit data collection and retention to what is necessary
* Keep personal data accurate and protect it with appropriate technical and organizational measures
* Respect and respond to data subject rights in a timely manner
* Ensure compliance with applicable data protection laws and regulations
* Report and manage personal data breaches in accordance with legal requirements
* Provide training and awareness on data protection to personnel

== Responsibilities ==

* Top Management is responsible for establishing, implementing, and maintaining this policy
* The Data Protection Officer (or designated role) is responsible for monitoring compliance and advising on data protection matters
* Employees are responsible for handling personal data in accordance with this policy and for reporting suspected breaches

== Review ==
{{Excerpt/IMS Review}}

Controlled Document:Policy/Data protection policy

2026-11-03T12:42:09Z

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Controlled Document:Role/Sales Manager

2026-11-03T12:41:24Z

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==Responsibilities ==
* Define and implement the sales strategy and targets
* Lead and develop the sales and account management team
* Manage the sales pipeline and forecast revenue
* Review and approve offers and contract terms
* Develop new markets, clients, and partnerships
* Ensure client requirements are captured and handed over to delivery
* Monitor client satisfaction and sales performance indicators
* Report on sales results and risks to the CEO

==Authorities==
{| class="wikitable"
! Decision / Action !! Scope or limit !! Escalate to
|-
| Approve client discounts || Up to 15% of the offer value || CEO
|-
| Approve offers and contracts || Up to 100,000 EUR || CEO
|-
| Set individual sales targets || Sales team || CEO
|-
| Approve client entertainment and marketing expenses || Up to 5,000 EUR || CEO
|}

==Competencies==
{| class="wikitable"
! Competency !! Required level !! Evidence (training, certificate, experience)
|-
| Sales management || Expert || Degree or equivalent; 7+ years of sales experience
|-
| Negotiation || Expert || Documented deal history; negotiation training
|-
| CRM and pipeline management || Advanced || CRM training
|-
| Leadership and coaching || Advanced || Leadership training
|}

Controlled Document:Role/Quality Manager

2026-11-03T12:41:01Z

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==Responsibilities ==
* Establish, maintain, and improve the quality management system
* Plan and conduct internal audits and track corrective actions
* Maintain the controlled documents and ensure they are up to date
* Monitor quality objectives and process performance indicators
* Manage nonconformities, complaints, and corrective and preventive actions
* Prepare input for and support the management review
* Coordinate external audits and certifications
* Raise quality awareness and train employees on QMS requirements

==Authorities==
{| class="wikitable"
! Decision / Action !! Scope or limit !! Escalate to
|-
| Approve controlled documents || QMS documents || CEO
|-
| Initiate corrective actions || All processes || Process owner / CEO
|-
| Stop release of nonconforming products or services || All areas || CEO
|-
| Plan and assign internal audits || Audit program || CEO
|}

==Competencies==
{| class="wikitable"
! Competency !! Required level !! Evidence (training, certificate, experience)
|-
| Quality management (ISO 9001) || Expert || ISO 9001 lead implementer or auditor certificate
|-
| Internal auditing || Advanced || ISO 19011 course
|-
| Problem solving and root cause analysis || Advanced || Training in 8D, 5 Why, or similar methods
|-
| Communication and training skills || Advanced || Documented experience
|}

Controlled Document:Role/Operations Manager

2026-11-03T12:40:36Z

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==Responsibilities==
* Plan, coordinate, and monitor operational processes and service delivery
* Ensure efficient use of resources, capacity, and materials
* Ensure that products and services meet specified requirements and delivery dates
* Implement and maintain process descriptions and work instructions
* Monitor process performance indicators and initiate improvements
* Manage suppliers and service providers in operations
* Ensure compliance with health, safety, and environmental requirements
* Lead and develop operations staff

==Authorities==
{| class="wikitable"
! Decision / Action !! Scope or limit !! Escalate to
|-
| Schedule and prioritize operational work || All operational teams || CEO
|-
| Approve operational purchases || Up to 10,000 EUR || CEO
|-
| Release products or services for delivery || Within defined criteria || Quality Manager
|-
| Approve overtime and shift changes || Operations staff || Head of HR
|}

==Competencies==
{| class="wikitable"
! Competency !! Required level !! Evidence (training, certificate, experience)
|-
| Operations and process management || Expert || Degree or technical qualification; 7+ years of experience
|-
| Planning and resource management || Advanced || Documented experience
|-
| Lean / continuous improvement methods || Intermediate || Lean or Six Sigma training
|-
| Leadership || Advanced || Leadership training
|}

Controlled Document:Role/IT Operations Manager

2026-11-03T12:40:03Z

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==Responsibilities==
* Coordinate daily IT operations and support activities
* Maintain IT infrastructure, systems, and applications
* Manage user accounts, access rights, and IT assets
* Plan and execute patching, updates, and backups
* Handle IT incidents and problems and ensure timely resolution
* Implement changes according to the change management process
* Document IT procedures, configurations, and incidents
* Support the Head of IT in information security measures

==Authorities==
{| class="wikitable"
! Decision / Action !! Scope or limit !! Escalate to
|-
| Approve standard access requests || Standard roles and systems || Head of IT
|-
| Approve emergency changes || Defined emergency cases || Head of IT
|-
| Approve IT purchases || Up to 3,000 EUR || Head of IT
|-
| Prioritize support tickets || All incoming tickets || Head of IT
|}

==Competencies==
{| class="wikitable"
! Competency !! Required level !! Evidence (training, certificate, experience)
|-
| System and network administration || Advanced || IT vocational training or degree; 5+ years of experience
|-
| Incident and service management || Advanced || ITIL Foundation or equivalent
|-
| Information security basics || Intermediate || Security awareness training
|-
| Backup and recovery || Advanced || Documented restore tests
|}

Controlled Document:Role/Head of IT

2026-11-03T12:39:32Z

WikiSysop: Update subject via NeoWiki UI

==Responsibilities ==
* Define and implement the IT strategy in line with business objectives
* Ensure secure, reliable, and efficient operation of IT systems and services
* Manage the IT budget, vendors, and service contracts
* Ensure information security controls are implemented and effective
* Oversee change, incident, and disaster recovery management
* Lead and develop the IT team
* Ensure compliance with applicable IT-related legal and contractual requirements
* Report on IT performance, risks, and projects to the CEO

==Authorities==
{| class="wikitable"
! Decision / Action !! Scope or limit !! Escalate to
|-
| Approve IT purchases || Up to 20,000 EUR || CEO
|-
| Approve major changes to IT systems || Production systems || CEO
|-
| Grant privileged access rights || All systems || CEO
|-
| Select and contract IT vendors || Up to 50,000 EUR per year || CEO
|}

==Competencies==
{| class="wikitable"
! Competency !! Required level !! Evidence (training, certificate, experience)
|-
| IT management and architecture || Expert || Degree in computer science or related field; 8+ years of experience
|-
| Information security (ISO 27001) || Advanced || ISO 27001 course or CISM / CISSP
|-
| IT service management (ITIL) || Advanced || ITIL certification
|-
| Budgeting and vendor management || Advanced || Documented experience
|}

Controlled Document:Role/Head of HR

2026-11-03T12:39:05Z

WikiSysop: Update subject via NeoWiki UI

==Responsibilities==
* Develop and implement the HR strategy in line with organizational goals
* Ensure effective recruiting, onboarding, and offboarding processes
* Maintain compliance with labor law and data protection requirements
* Manage competence development and the annual training plan
* Coordinate performance appraisals and career development
* Manage payroll, compensation, and benefits administration
* Promote employee engagement, health, and well-being
* Report on HR key figures to the CEO

==Authorities==
{| class="wikitable"
! Decision / Action !! Scope or limit !! Escalate to
|-
| Approve new hires within the approved headcount plan || All departments || CEO
|-
| Approve training measures || Up to 3,000 EUR per case || CEO
|-
| Issue formal warnings || In line with labor law || CEO
|-
| Approve changes to HR policies and templates || HR documents || CEO
|}

==Competencies==
{| class="wikitable"
! Competency !! Required level !! Evidence (training, certificate, experience)
|-
| Human resources management || Expert || Degree or certification in HR management; 5+ years of experience
|-
| Labor law and data protection || Advanced || Training in labor law and GDPR
|-
| Recruiting and talent development || Advanced || Documented experience
|-
| Conflict resolution and communication || Advanced || Mediation or coaching training
|}

Controlled Document:Role/CEO

2026-11-03T12:38:30Z

WikiSysop: Update subject via NeoWiki UI

==Responsibilities ==
* Define and communicate the organization's vision, strategy, and objectives
* Ensure that the integrated management system is established, implemented, and continually improved
* Provide the resources necessary for the management system and business operations
* Ensure compliance with legal, regulatory, and contractual requirements
* Chair the management review and follow up on resulting actions
* Promote a culture of quality, security, safety, and continuous improvement
* Approve policies, budgets, and key organizational changes
* Represent the organization to clients, partners, authorities, and owners

==Authorities==
{| class="wikitable"
! Decision / Action !! Scope or limit !! Escalate to
|-
| Approve policies and objectives || Organization-wide || Owners / Board
|-
| Approve budgets and investments || Up to the approved annual budget || Owners / Board
|-
| Hire and dismiss members of the management team || All management roles || Owners / Board
|-
| Sign contracts and agreements || Up to 500,000 EUR per contract || Owners / Board
|}

==Competencies==
{| class="wikitable"
! Competency !! Required level !! Evidence (training, certificate, experience)
|-
| Strategic and general management || Expert || Degree in business or related field; 10+ years of leadership experience
|-
| Financial management || Advanced || Business administration education; budget responsibility
|-
| Management system knowledge (ISO 9001, 27001, 14001) || Intermediate || Management training or awareness course
|-
| Leadership and communication || Expert || Leadership training; documented track record
|}

Controlled Document:Process description/Client management

2026-11-03T12:38:03Z

WikiSysop: Update subject via NeoWiki UI

== Purpose / goals ==
The goal of this process is to build and maintain long-term, profitable client relationships and to ensure that client requirements and expectations are consistently met.

'''Purpose:'''

* Acquire new clients and develop existing client relationships
* Understand and document client requirements clearly
* Ensure high client satisfaction and loyalty
* Handle feedback and complaints systematically and learn from them

== Process steps ==
{| class="wikitable" style="width: 100%;"
!Step
!Description
|-
|'''1. Lead generation and qualification'''
|Identification and evaluation of potential clients through marketing, referrals, and networking.
|-
|'''2. Needs analysis and offer'''
|Clarification of client requirements and preparation of a suitable offer or proposal.
|-
|'''3. Contract and order handling'''
|Contract review, approval, and recording of agreed requirements in the CRM system.
|-
|'''4. Onboarding and service delivery'''
|Handover to delivery teams, kickoff, and fulfilment of the agreed products or services.
|-
|'''5. Ongoing client care'''
|Regular contact, status meetings, account planning, and identification of upselling opportunities.
|-
|'''6. Feedback and complaint management'''
|Capturing client feedback and complaints, defining corrective actions, and informing the client.
|-
|'''7. Client satisfaction measurement'''
|Regular surveys and analysis of client satisfaction and loyalty.
|-
|'''8. Review and improvement'''
|Evaluation of client data and results and derivation of improvement measures.
|}

==Performance indicators==

* '''Client satisfaction''' (e.g., via NPS or survey scores)
* '''Client retention rate''' and churn rate
* '''Offer conversion rate'''
* '''Number and processing time of complaints'''
* '''Revenue per client''' and share of repeat business
* '''On-time delivery rate'''

==Risks==

* '''Unclear or undocumented client requirements''' → rework and dissatisfaction
* '''Slow response to inquiries or complaints''' → loss of trust
* '''Dependence on a few key clients''' → revenue risk
* '''Incomplete or outdated client data''' → poor decisions and data protection issues
* '''Overpromising in the offer phase''' → unmet expectations
* '''Lack of follow-up after delivery''' → missed opportunities and churn

<br />
[[Category:Highlight]]

Controlled Document:Role/Account Manager

2026-11-03T12:37:02Z

WikiSysop: Update subject via NeoWiki UI

==Responsibilities==
* Maintain and develop relationships with assigned clients
* Identify client needs and coordinate suitable solutions with internal teams
* Prepare offers and support contract negotiations
* Ensure that agreed products and services are delivered on time and to specification
* Record client interactions, requirements, and opportunities in the CRM system
* Handle client feedback and complaints and coordinate corrective actions
* Monitor client satisfaction and report on account performance
* Identify opportunities for upselling and cross-selling

==Authorities==
{| class="wikitable"
! Decision / Action !! Scope or limit !! Escalate to
|-
| Grant client discounts || Up to 5% of the offer value || Sales Manager
|-
| Approve client-specific delivery dates || Within standard capacity || Operations Manager
|-
| Approve goodwill gestures for complaints || Up to 1,000 EUR || Sales Manager
|-
| Sign standard offers || Up to 25,000 EUR || Sales Manager
|}

==Competencies==
{| class="wikitable"
! Competency !! Required level !! Evidence (training, certificate, experience)
|-
| Client relationship management || Advanced || Experience in account management; CRM training
|-
| Negotiation and sales skills || Advanced || Sales training; documented deal history
|-
| Product and service knowledge || Advanced || Internal product training
|-
| Communication and presentation || Advanced || Client references; communication training
|}

MediaWiki:Common.css

2026-11-03T12:24:55Z

WikiSysop:

Category:Highlight

2026-11-03T12:03:54Z

WikiSysop: Created blank page

Controlled Document:Work instruction/Handling a client complaint

2026-11-03T12:03:40Z

WikiSysop: Updated page categories

==Purpose==
Complaints provide valuable feedback and an opportunity to strengthen the client relationship. The aim of this work instruction is to handle every complaint quickly and fairly, to solve the cause, and to restore client satisfaction.

==Prerequisites==

{| class="wikitable"
! Type !! Requirement
|-
| Access || Account with access to the CRM system (Odoo)
|-
| Information || Client name, order or project reference, and description of the problem
|-
| Tools || Odoo, Email, Complaint form
|}

==Work instruction==
{| class="wikitable" style="width:100%;"
!'''Responsible'''
!'''Step'''
!'''Procedure'''
!'''Needed tools'''
|-
|Account Manager
|Record complaint
|Record the complaint in Odoo on the day it is received, including client, reference, and description
|Odoo
|-
|Account Manager
|Acknowledge receipt
|Confirm receipt to the client within 1 working day and explain the next steps and timeline
|Email
|-
|Account Manager, Quality Manager
|Assess severity
|Classify the complaint (minor, major, critical) and decide whether it requires a formal corrective action
|Odoo, Complaint form
|-
|Operations Manager
|Investigate cause
|Analyze the cause together with the responsible team and document the findings
|Complaint form
|-
|Account Manager
|Agree on solution with client
|Propose a solution (e.g. rework, replacement, credit) and agree on it with the client; escalate anything above the approved limit to the Sales manager
|Email, Phone
|-
|Operations Manager
|Implement solution
|Carry out the agreed solution by the agreed date and confirm completion
|Odoo
|-
|Quality Manager
|Close and evaluate
|Check the effectiveness of the measures, close the complaint, and include it in the quality reporting
|Odoo
|}

==Expected Result==
The client has received a timely and appropriate solution, the cause has been identified and corrected, and the complaint, measures, and result are documented and closed in Odoo.

==Troubleshooting==
{| class="wikitable"
! Problem !! Possible cause !! Solution
|-
| Client is not satisfied with the solution || Expectations were not clear || Involve the Sales manager and agree on an alternative solution
|-
| Cause cannot be identified || Information is missing || Request further information from the client or the team and set a follow-up date
|-
| Same complaint occurs repeatedly || Root cause was not removed || Initiate a corrective action with the Quality Manager
|}
[[Category:Highlight]]

Controlled Document:Process description/Client management

2026-11-03T12:03:02Z

WikiSysop: Updated page categories

Controlled Document:Process map

2026-11-03T12:02:00Z

WikiSysop: Updated page categories

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{{Process map|mphd=Management processes|mphd1=Strategic|mp1=*Strategy development
*Management evaluation
*Risk management and quality
*Resource planning
*Compliance and legal framework|mphd2=Operational|mp2=*[[Controlled Document:Process description/Corporate culture|Corporate culture]]
*Employee management
*[[Controlled Document:Process description/Client management|Client management]]
*Quality control
*International tasks|cphd=Core processes|cphd1=Protection for patents
|cp1=
*[[Controlled Document:Process description/Patent opposition|Patent opposition]]
*[[Controlled Document:Process description/Patent prosecution|Patent prosecution]]
*[[Controlled Document:Process description/Patent rights|Patent rights]]
|cp1color=#198cc118|cphd2=Protection for utility models|cp2=* Utility model registration
* Utility model cancellation
* Utility model search
* Topography procedures|cp2color=#6aa93918|cphd3=Protection for trademarks|cp3=* Trademark registration
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* Trademark IR
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* Designation of origin|cp3color=#faba0018|cphd4=Protection for designs|cp4=* Design registration
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*[[Controlled Document:Process description/IT administration|IT administration]]
* Accounting
* [[Controlled Document:Process description/Sales process|Sales process]]
* Document management}}
[[Category:Highlight]]

Main Page

2026-11-03T12:01:43Z

WikiSysop:

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<p>{{Icon|bi bi-award|||}} [[wiki-cm:ISO 27001|ISO 27001]]</p>
<p>{{Icon|bi bi-award|||}} ISO 9001</p>
<p>{{Icon|bi bi-award|||}} ISO 14001</p>
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Main Page

2026-11-03T11:52:44Z

WikiSysop:

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<p>{{Icon|bi bi-award|||}} [[wiki-cm:ISO 27001|ISO 27001]]</p>
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