ETSI has an organizational commitment to the providing of high-quality services and deliverables.  The driver to our quality assurance efforts is an ongoing emphasis – that is communicated to all employees – on the importance of producing quality products and providing quality services.  Every deliverable we submit is given a comprehensive review prior to delivery, which ensures compliance with the task requirement(s) and with ETSI’s high standards for quality with regard to format, timeliness, technical content, and compliance with customer requirements.  The ETSI Contracts Manager monitors all delivery orders to ensure that deliverables are being submitted on time.  Customer satisfaction, measurable and required work response time, and compliance with statement of work mandates are the measures that we use to evaluate our performance.