The ISO 9001:2015 standard consists of a set of internationally shared rules regarding Quality Management Systems (QMS): in summary, it defines “quality” as an organization’s ability to meet customer requirements and consistently deliver expected results.
For DUAL, customer satisfaction has always been a guiding star since its inception. An indication of this satisfaction can be seen in the fact that two-thirds of our clients have been with us for over 10 years, and a quarter for over 20 years: this level of loyalty is concrete proof of their satisfaction and prompted us, in 2023, to obtain ISO 9001:2015 certification.
Improving customer satisfaction through planning and commitment to meeting their requirements is, in fact, one of the fundamental principles of quality management enshrined in ISO 9001—a good reason, for consistency, to certify according to this standard.
ISO 9001 accompanies and supports us in the continuous incremental improvement process of our organizational processes and related outputs, so they can create real and perceived value that meets the needs and expectations of customers and other stakeholders: suppliers, clients, shareholders, employees, and collaborators, etc.
The continuous incremental improvement process adopted by ISO 9001:2015 has its roots in (but does not coincide with) KAIZEN, a neologism from the two Japanese words Kai and Zen (“change for the better”), coined by economist Masaaki Imai, who in 1986 used it to describe the business philosophy that supported the successes of Japanese industry in the 1980s, with particular reference to Toyota.
There is a strong link between Kaizen and Emotional Intelligence in business. Emotion governance is the foundation of performance in all organizations: emotions generate reflections, which in turn translate into actions and behaviors that produce results. For this reason, Emotional Intelligence is considered one of the most important personal behavioral competencies in continuous quality improvement projects. Here’s another good reason to certify according to the ISO 9001:2015 standard.
231 Model
In 2024, we therefore decided to adopt an Organizational, Management, and Control Model pursuant to Legislative Decree No. 231 of June 8, 2001, and a Code of Ethics, to which we have committed to conform our conduct toward all our stakeholders, including employees and collaborators, suppliers and clients, institutions, and local communities.
While the ISO EN 9001:2015 Quality Management System covers the strategic and operational aspects of our business management, the 231/01 Organizational Model covers the ethical aspects and prevention of administrative and criminal risks that could affect business management itself.
The Code of Ethics adopted by Dual aims to regulate and guide the behaviors and actions of individuals in conducting their activities and relationships with third parties involved in business activities in any capacity and under any form, to preserve appropriate levels of organization, efficiency, and quality of activities, and, not least, to represent a tool suitable for preventing any unlawful behavior.
The 231/01 Organizational Model is in fact a set of procedures and documents that defines the corporate structure and operational processes with the objective of identifying and preventing possible risks and criticalities related to the commission of crimes by employees, collaborators, consultants, or directors, in relation to the specific sector in which we operate—that of communication, event, and training agencies.
Dual has also decided to establish an internal channel for reporting unlawful conduct, acts or omissions, including situations of danger to people’s health and safety, that represent a violation of its Code of Ethics (so-called “whistleblowing function”): this channel can be accessed by all Dual stakeholders, including employees and collaborators, suppliers and clients—even anonymously, if desired—by completing the form at https://indual.whistlelink.com, which initiates the internal verification process.
Download the Code of Ethics
Download the Organizational Model
Gender Equality
In 2025, we embarked on the journey to certify Gender Equality within our organization, a certification we obtained in May, also thanks to the support of the European Regional Development Fund of Lombardy Region.
Through this process, we intend to help bridge the gender gap in the labor market, still present in our country, by maintaining and preserving gender balance within our organization in decision-making, operational, and remuneration processes. We also intend to support our clients and business partners in corporate communication consistent with gender equality principles, promoting equal treatment between men and women.
The development of a culture of equity, diversity, and inclusion harmonizes and integrates with Dual S.r.l.’s Code of Ethics and 231 Model; it draws inspiration from the Sustainable Development Goals envisioned by the United Nations 2030 Agenda, to which Dual publicly adheres.
- Culture and strategy
- Governance
- Human Resources processes
- Opportunities for growth and inclusion of women in the company
- Gender pay equity
- Protection of parenthood and work-life balance
