Transforming Quality into a Competitive Edge: Kentro’s Commitment to Excellence

Kentro continuously challenges its core capabilities to drive growth and mission-focused value. To increase efficiency and customer satisfaction, we pursued Internation Organization for Standardization (ISO) 9001, ISO 27001, ISO 20000-1, and Services and Development Capability Maturity Model (CMMI) Level 3 Services (SVC) and Development (DEV) certifications. Our goal was to refine our value proposition and support long-term success in a constantly evolving technical landscape.

We treated certification not as a checkbox, but as a reflection of our quality philosophy and proactive processes. We implemented robust training, performed gap analyses, and created detailed documentation to streamline execution. We addressed issues early, whether simple or complex, and fostered coordination across the organization to maintain momentum.

Our preparation for CMMI appraisals confirmed that consistency and reliability were already part of our delivery model. We applied an engaged, customer-first approach, resolving potential challenges before they became problems and reinforcing seamless delivery experiences.

We launched a Contractor Performance Assessment Report (CPAR) Self-Assessment program, a strategic best practice in government contracting, to proactively evaluate and improve our performance against the same criteria federal customers use. The Self-Assessment also serves as a performance discussion driver throughout delivery, enabling real-time corrections or acceleration of services across programs. We conducted monthly audits for service delivery, and held quarterly engagements to review performance, risks, and outcomes. We developed a Customer Experience and Satisfaction Program Plan aligned with ISO 9001, incorporating performance data and feedback into daily delivery. We trained leaders from Day 1 and used these insights to strengthen engagement and increase satisfaction.

Certifications improved business systems, empowered leaders, and enabled program managers to engage meaningfully with customers while remaining compliant with government standards. Tailoring our approach earned internal buy-in and helped us deliver customized solutions.

Our certifications reduced variability and created predictable, high-quality outcomes. We resolved issues quickly and improved communications, which led to higher satisfaction and more effective delivery.

The CPAR Self-Assessment program increased performance averages by 20% and bolstered our reputation. With enhanced quality and a focus on customer value, we expanded into new agencies and secured additional contracts.

Kentro’s commitment to continuous improvement drives collaboration, innovation, and shared success. With a 94% customer retention rate and certified expertise across disciplines, our people deliver mission-aligned solutions that adapt to evolving needs. By embedding quality into every process, we raise performance standards to optimize outcomes and modernize missions.