• In all sectors in which we serve, addressing the requests of our customers and other interested parties about our products and activities, the complaints, suggestions and dissatisfaction that they can easily communicate through communication channels, within the framework of all primary and secondary legal conditions, financial, operational and corporate conditions, company policy, TS ISO 10002 principles and principles without compromising customer satisfaction is our main goal.

 

• In line with this purpose, until the solutions are solved, reasonable and internally and externally resolved solutions are eliminated, necessary improvement efforts are made to deal with and monitor the complaint and prevent the recurrence of dissatisfaction; Within the cycle of planning, implementation, control and continuous improvement, we aim to realize with a customer satisfaction oriented approach by providing the necessary resources, including training of our employees.

 

• Providing customer satisfaction in our company is our priority and always providing the best solutions based on the needs of our customers is our promise to our customers. It is our priority to produce accurate and precise solutions to customer needs with the innovations we provide in the sector and to improve both our products / services and processes with these solutions we have produced. Çalışmak Always working in national and international standards in order to produce high quality products, identifying the demands and expectations of the market; support, human resources and production, to invest in research and development by giving value to innovation and creativity ”.

           PROCESS FLOW
 

• Call records are made within the scope of feedbacks / requests / complaints conveyed to our company by our customers through communication channels. Necessary examinations and researches are made on the subject and solutions are created and presented to our customers. Within the scope of the solution process stages, information is provided to our customers and services are provided on the basis of satisfaction. With the solution and customer satisfaction, call records are closed positively. If the customer satisfaction cannot be achieved, the solution process is repeated.

• Contributes to the technological, economic, social and cultural development of our country, aims and aims at scientific research and technology production activities, establishes and provides research infrastructure, supports the processes, systems and applications that enable development, provides human resources and the necessary infrastructure, to have an innovative approach following scientific publications,
• To develop and spread this R & D culture at all levels within the company,
• To ensure the planning and coordination of the research projects financed by our own resources and to provide coordination and support in the application and execution processes of externally supported grant programs,
• Developing and producing innovative projects by coming together with universities, research institutions, public institutions and private sector companies on a national / international basis,
• It is essential to take the necessary steps to convert the outputs obtained as a result of the projects into value-added.

• To provide the customers with uninterrupted demonstration, installation, training and maintenance and support of all products that are produced and put up for sale,
• To follow and engage in technological developments in order to ensure efficient operation of processes to receive, evaluate, assign and analyze customer requests in order to ensure customer satisfaction,
• Taking actions to measure customer satisfaction and strengthen customer loyalty by carrying out analysis, survey studies about customers,
• To meet the needs and expectations of our customers end-to-end with the most appropriate service solutions,
• To contribute to our customers to make a difference in competition,
• To monitor, measure and improve our service performance as an ongoing activity, both through external (customer expectations, contract terms, etc.) and internal (efficiency, capacity planning, resource usage, etc.) service levels / operation metrics,
• During the provision of relevant support activities to customers, issues of confidentiality and integrity of information were taken into consideration.

• Identifying, organizing the training and development issues needed and examining the impact of their practices on the workforce,
• To train and recruit staff who are capable of working in accordance with the corporate culture understanding, customer-oriented thinking, quick decision-making and implementation, analytical, dynamic, assertive and successful in human relations, having the ability to work in harmony with team spirit and strategies.
• To increase the knowledge, skills and competencies of the sector as one of the main factors that increase the success in the sector,
• To increase the knowledge, competence, motivation and efficiency of the personnel through internal and external trainings,
• To believe that human resources play an important role in achieving corporate goals in the long term and therefore to give importance to education and development of the workforce,
• Selecting the human resources appropriate to the corporate structure of our company,
• Ensuring that necessary training, development and training activities are carried out to create a competitive advantage,
• To ensure the training of qualified graduates on different subjects with AKGÜN School / Academy within the scope of newly graduated human resources,
• Providing new qualifications to the personnel as required by their job and the necessary information and
• to reach the skill level,
• Creating a fair and professional working environment.

• Carrying out necessary researches to ensure that the activities carried out are carried out in accordance with national and international standards and within the specified processes,
• To ensure that the studies carried out are conducted in a way that does not allow for information security gap,
• To ensure the safety of the organization and the customer by meeting the security requirements within the scope of developed products / services,
• Ensuring the continuity of research and development activities based on the principle of innovation,
• Ensuring quality product output to ensure absolute customer satisfaction,
• Within the scope of the activities carried out, the issues of working in an integrated manner in order to increase efficiency were taken as basis.

• Collecting and evaluating project proposals at the idea stage,
• Feasibility, evaluation, prioritization and project design of project proposals in line with the objectives of our organization,
• Preparation and implementation of projects in accordance with our project management process,
• The scope, time, cost and quality objectives of the project are clearly defined at the beginning of the project,
• Determining and assigning resources to meet the project objectives,
• Management of projects throughout the project life cycle in line with the strategic objectives of our organization,
• Realization of the projects in line with the defined scope, time, cost and quality targets,
• Working with the Project Management Office is based on effective implementation.

• To seek the suitability of work as a single measure in recruitment and employment of employees, not to discriminate on religion, language, race, gender and similar matters,
• To provide an efficient and safe working environment for our employees,
• To provide continuous training and self-development opportunities to our employees,
• To protect the material and moral rights of our employees,
• By making a good career planning for our employees, to maximize their existing potential,
• Providing opportunities for employees to show their leadership in terms of their application to their area of responsibility,
• Aiming to continuously improve and develop our human resources policy,
• To ensure and protect equal opportunities among our employees in every field,
• Effectively programming and implementing the production tools and equipment and the control and supervision of the employees to ensure Occupational Safety,
• Adopts and applies to prevent occupational accidents and occupational diseases.

As AKGUN, within the scope of the implementation of the Information Security and Privacy Management System (ISMS and PMS) in the activities of Software Production and Software Development, Software Support, Computer and Peripheral Units, Network Sales and Marketing in the organization's headquarters and central units;
 

• To make the risk management methodology continuously applicable for our company, customers and suppliers, by defining information assets, identifying risks and taking control measures related to risks, in order to comply with the principles of confidentiality, integrity and accessibility of the information required by the Information Security Management System,
• To protect the confidentiality of personal data of all our stakeholders who may be affected by the processing of personal data, to collect, process and store personal data in accordance with explicit consent or legal regulations, to protect against unauthorized access, disclosure or loss of personal data, and to provide the necessary communication and application mechanisms for data owners to exercise their application rights,
• To protect the accessibility, integrity and confidentiality of the information of our company and our customers by the authorized authorities and persons,
• To increase workforce, quality, performance and competitiveness within the scope of Information Security, to ensure compliance with standard and legal regulations,
• To control, monitor and review the efficiency of the ISMS through internal and external audits, ensuring the system is continuously compatible and continuously improving

 

• To provide our customers with the best after-sales service and software on time, regularly and continuously,
• Aiming the endless satisfaction of customers; to ensure that our services and software are provided in the most economical way with a planned, qualified and continuously developing team,
• We will take the necessary measures to reduce the pollution that may arise during all our works and protect the environment, we will develop methods to prevent pollution at its source,
• During the resource procurement process, we will give priority to sustainability,
• We will always pay attention to use an environmentalist approach in the use of all kinds of resources,
• We will avoid all actions that will cause climate change and harm biodiversity and ecosystem during our activities,
• Adopt all employees and related parties as a fundamental duty not to endanger the health and safety of themselves, other employees and visitors with the help of necessary information and training,
• To establish a prevention culture by systematically making risk assessments regarding potential hazards of the product and hazardous situations and behaviors within the scope of all activities,
• Comply with all local and national laws and regulations concerning our activities and follow up updates,
• To effectively carry out post-sales follow-ups, feedbacks and vigilance processes for medical software,
• To carry out internal audits within the scope of quality, environment and occupational health and safety in all activities, to monitor and follow up by opening corrective actions for detected nonconformities,
• Providing opportunities for continuous improvement and, improvement by providing the necessary resources, including the training of our employees.

Examination of all projects involved in the organization's production, support, sales, administrative and financial processes;

• To work in accordance with the Strong Matrix Organization structure,
• To manage projects effectively by their competent resources centrally,
• Selecting the project managers to be appointed to a project in the organization from the office and meeting the necessary criteria,
• To acquire resources in an organizational way, to ensure their common and effectiveness,
• Presenting the status of all projects to management in a consolidated manner,
• Effectively implement and continuously improve the standard definition Project Management Process of the organization,
• To establish the necessary systems necessary for the monitoring of the instant status of each project by the Management.

• To identify and organize the training and development issues needed and to examine the effects of the feedback of their applications on the workforce,
• To train AKGUN in the training programs, in line with the corporate culture understanding, who can think customer-oriented, make decisions quickly and apply, analytic, dynamic, sociable and successful in human relations, have the ability to work in harmony with team spirit and strategies,
• To increase the knowledge, skills and competencies of the sector as one of the main factors that increase the success in the sector,
• To increase the knowledge, competence, motivation and efficiency of existing personnel through internal and external trainings,
• To believe that human resources play an important role in achieving corporate goals in the long term, and therefore, is based on giving importance to the training and development of the workforce.

• Achieving the goals determined in performance, cost and work program by preventing problems before they occur,
• To determine the root causes of the risks and to gain profits through prevention works,
• Complete and categorize risks,
• To conduct risk analysis,
• Establishing a risk management strategy,
• Monitor and control risks.

• To define all processes in the organization and to be created,
• To consider Process Improvement activities in the logic of a project,
• Determining the organizational process assets of the organization and ensuring the benefit of the personnel,
• Forming and operating teams within the framework of certain rules,
• To define the standard working environments of the organization,
• Identify corporate project life cycles.

• Measuring all processes in the organization that will be created with defined measurement metrics,
• To provide the information needs of the Top Management and other units objectively and concretely in the details determined as a result of the measurements,
• Creating the institutional memory of the organization and shedding light on the future activities of the organization,
• To meet the information needs of the organization, to perform data collection, storage and analysis methods within the framework of certain rules.

• Starting integrations by ensuring that the product provides the functionality and quality expected of it,
• To establish integration strategy, procedures and criteria at the planning stage,
• To verify that it is ready for integration,
• To implement integrations,
• To package and deliver the product.

As AKGÜN, within the scope of implementing an Artificial Intelligence Management System (AIMS) at our headquarters and central units for the following activities: “Artificial intelligence–based software/product development processes; software/product production; data collection and data preparation processes; model training; testing; deployment; monitoring and risk management; software support; and after-sales support services;”
 

Within this scope, we commit to:

• Ensuring that Artificial Intelligence systems are secure, transparent, and explainable,
• Protecting the confidentiality and security of personal and corporate data,
• Complying with all ethical, legal, regulatory, and contractual obligations,
• Continuously monitoring and managing risks and threats that may arise from the use of Artificial Intelligence (such as bias, misuse, erroneous decisions, etc.),
• Supporting the principles of human oversight, fairness, and ethical responsibility,
• Promoting sustainable innovation,
• Effectively managing the lifecycle of Artificial Intelligence systems (design, development, production, data management, model training, testing, monitoring, and decommissioning),
• Aligning Artificial Intelligence projects with the framework of the ISO/IEC 42001 Artificial Intelligence Standard,
• Ensuring the implementation of the Artificial Intelligence Management System and fostering Artificial Intelligence awareness as an organizational culture,
• Continuously improving the performance and governance of the Artificial Intelligence Management System,
• Monitoring, reviewing, and continuously ensuring the compliance of the Artificial Intelligence Management System through internal and external audits; maintaining system efficiency; and ensuring business and
• service continuity.

As AKGÜN, within the scope of implementing the Service Management System (SMS) for "Software, Software Consultancy, Software Support Services, Computer and Peripherals, Sales Support and Marketing Services, Network Sales Marketing and Support Services" activities at our headquarters and central units, we commit to:

• Accurately analyzing customer needs and providing high value-added, innovative, and applicable solutions,
• Offering comprehensive solutions and services to our customers, standing by them at every stage of the design, development, improvement, installation, and maintenance of IT systems and software,
• Operating service management processes in compliance with the ISO/IEC 20000 standard,
• Meeting customer needs and expectations in a timely and effective manner,
• Ensuring service continuity,
• Supporting the uninterrupted operation of critical services,
• Measuring and continuously improving service levels,
• Effectively operating incident, problem, change, and configuration management processes,
• Acting in accordance with legal regulations, standards, and contractual requirements,
• Adopting a risk-based thinking approach, anticipating potential risks, evaluating them, and taking the necessary actions,
• Developing the competence of our employees and supporting them through training programs,
• Monitoring the service quality of suppliers and business partners,
• Adopting a continuous improvement approach.

As AKGÜN BİLGİSAYAR PROGRAM VE HİZMETLERİ SAN. TİC. A.Ş., in order to ensure and maintain the continuity of our activities related to Software Development, Software Consultancy, Software Support Services, Computer and Peripheral Equipment, Sales Support and Marketing Services, Network Sales, Marketing and Support Services within our headquarters and central units, we are committed to implementing and maintaining our Business Continuity Management System (BCMS) by:

• Conducting Business Continuity processes in accordance with the requirements of ISO 22301,
• Complying with applicable legal regulations, standards, and contractual obligations,
• Developing emergency response approaches within operations and planning business continuity activities,
• Identifying and prioritizing the functions and resources necessary for continuity,
• Identifying key personnel and cross-functional backups essential for maintaining continuity,
• Determining internal and external factors affecting continuity and ensuring an understanding of the needs and expectations of relevant interested parties,
• Continuously improving, updating, monitoring, and maintaining the Business Continuity Plan,
• Conducting and evaluating Business Continuity training and awareness activities,
• Verifying the effectiveness of the Business Continuity Plan and analyzing the results,
• Ensuring the continual improvement of the Business Continuity Plan.

We hereby commit to establishing, implementing, maintaining, and continually improving our Business Continuity Management System to ensure the resilience and sustainability of our business operations.