How do we ensure our Quality Assurance?
For us to ensure we supply the service you require at the quality you expect, we have one or two Quality Assurance systems in place which I have listed below, but before I go into them lets have a look at the definition of Quality Assurance.
Definition (Oxford Dictionary):- the maintenance of a desired level of quality in a service or product, especially by means of attention to every stage of the process of delivery or production.
So we have systems in place that make sure you get the service you want at its best from inception to the final delivery and beyond. The systems we use to ensure this takes place are as follows:
- ISO 9001 Quality Management Standard (recognised throughout the world) including the following:
- Processes that create and control the products and services we supply.
- Prescribes systematic control of activities to ensure that the needs and expectations of our customers are met.
- Annual internal audit completed by Operations Manager utilising all department managers and staff and recorded within the QM standard which is then over viewed as per item 4
- Annual audit carried out of this system by ISOQAR ensuring compliance for now and the future.
- Consultants, Trainers and Fire Extinguisher Engineers audited annually by either internal or external (accredited) auditors i.e. BAFE, HSE.
- Training/CPD plans required/adhered to for all staff within their chosen field and additionally if required as agreed with management (including all administration staff and management).
- Feedback forms for candidates and Clients for overview of the service supplied.
- Non- Compliance Procedure in place for any eventuality, i.e. incorrect equipment supplied, poor service etc. A full report is completed after discussion with the client, the member of staff involved and the relevant manager. The report advises of the reason of the non-compliance and the agreed Corrective Action and if required the Long Term Preventative Action and is forward to all concerned, whilst being recorded internally.
- Rigid complaints procedure for clients and staff recorded and audited within the ISO 9001 system (please see non-compliance procedure above).
- Training materials (e.g. books) audited by external auditors where required i.e. IOSH, CIEH and HSE
As you can see we have excellent Quality Assurance Systems in place and we are very proud of the achievement. It helps us time and time again to gain work from local education, Colleges, SME’s to large business of all types in the UK and abroad, we believe this is because they know we take pride in everything we do, starting from the Managing Director and throughout the company.
