THE SMALL BUSINESS STANDARD

Size: px
Start display at page:

Download "THE SMALL BUSINESS STANDARD"

Transcription

1 Version 3.2 A basic standard for managing product and service quality in a small business This publication was initially developed by members of the Chartered Quality Institute s Management Consultants Register. It has been fully revised and updated by members of the Institute. January 2013 The Chartered Quality Institute 2 nd Floor, Chancery Exchange, 10 Furnival Street, London EC4A 1AB Tel:(0)

2 Contents 1. Introduction 2. Customer Focus 3. Management Action 4. Processes The Chartered Quality Institute (CQI) holds the copyright of the Small Business Standard, which is distributed free of charge and which may be reproduced free of charge. When distributing or reproducing the Small Business Standard the CQI copyright should be acknowledged. Notes: Text in italics is for guidance only and is not a requirement of the standard. The requirements relate to the whole business and it is not intended that they are imposed on a single individual. Introduction Running a small business is a challenge. It requires commitment, dedication and the ability to deal with many different issues at the same time. An effective quality management system can provide consistency of purpose and product. It can help regulate daily activities so that employees can focus on the unique requirements of each customer. The approach defined can lead to more successful results for the business and its customers. The Small Business Standard has been developed by a group of Quality Professionals with support from the CQI. It provides an effective approach to the management of quality. It is a standard for use in businesses where certification to an International Standard is not required. The standard is structured around three main sections. It begins with focusing on customer needs with management actions delivering these with appropriate processes. Customer Focus Quality Management System Processes Management Actions Working together to create a Quality Management System

3 Customer Focus Businesses depend on their customers, without them there is no income. In order to attract and retain customers, it is necessary to understand and respond to their needs and expectations on quality, delivery and price. Customers want confidence that their needs will be met. Delivering products or services right first time and on time will save time and money and build the business reputation. If genuine complaints are received, dealing with them in a professional way will increase the likelihood that the customer will return. In order to become customer focused the business shall: Listen to customers and create a policy for satisfying their needs and expectations on delivery, price and quality. Display or otherwise communicate the policy to all staff. Accurately describe the product or service offered in any advertising material or catalogues. Understand and agree the customer requirements with the customer before work commences. Accept only those orders where the customer requirements can be met in full. Include everything that significantly influences the price in any quotations given. Check before delivery of product or during delivery of service that it matches the original requirements. Inform customers of problems that may cause delay or change in the service or product ordered. Manage changes in requirements to the customer s satisfaction and in a way that meet the needs of the business. Protect customer property from loss or damage at all times. Resolve customer complaints ensuring the problem does not recur Assess customer satisfaction on a regular basis.

4 Management Actions Management actions are needed to create and maintain a social process. This includes accepting responsibility for the effective and economic planning of the business, control of the operations and meeting all legal requirements. In order to address the management actions the business shall: Ensure there is clear sense of purpose and direction. Set appropriate quality standards for the product or service. Ensure that all employees have the skills, knowledge and necessary information to perform their tasks. Provide resources so the demand for products and services can be met. Provide a safe and suitable work place. Select specialist suppliers for their capability to meet requirements. Monitor specialist suppliers for their performance and impact on the quality of the business product or service. Encourage employees to share their ideas for improvement. Locate, understand and fulfil legal requirements that relate to the business and its product or service. Conduct Business Reviews to confirm that:- Policies remain relevant to the needs of the customers and the business. Any changes to regulations have been identified. Quality standards are achieved. Agreed ways of working are maintained. Training needs have been fulfilled. Actions are identified where there is seen to be a problem. Problems do not recur. Previously agreed actions have been completed.

5 Processes Work is organised in processes that function together to form the quality management system. Each process is a series of activities that complete a given task and produce a result. Understanding how the processes interact and work together is a major step towards preventing errors and finding improvements. Keeping appropriate documents provides protection in the case of disputes and records provide the basis of assessing business success. In order to adopt a process based approach to the management of quality the business shall: Identify the key processes needed to produce the business product or service. Describe how these processes work together. Describe the sequence of activities within these key processes. Check at regular intervals that the agreed quality standards are being maintained. Define roles and responsibilities. Determine what documents and records need to be kept to minimise exposure to risk. Determine what records need to be kept enabling performance to be checked and improvements identified. Remove the potential for error and eliminate the recurrence of problems. Check at regular intervals that work is consistently completed in the described way. Manage changes to the processes in a controlled manner.

WHITE PAPER CQI. Chartered Quality Institute

WHITE PAPER CQI. Chartered Quality Institute WHITE PAPER CQI Chartered Quality Institute ISO 14001:2015 is set to be particularly significant as a result of fundamental changes to both its structure and its contents. Complying with the revised requirements

More information

IRCA Briefing note ISO/IEC 20000-1: 2011

IRCA Briefing note ISO/IEC 20000-1: 2011 IRCA Briefing note ISO/IEC 20000-1: 2011 How to apply for and maintain Training Organization Approval and Training Course Certification IRCA 3000 Contents Introduction 3 Summary of the changes within ISO/IEC

More information

a) To achieve an effective Quality Assurance System complying with International Standard ISO9001 (Quality Systems).

a) To achieve an effective Quality Assurance System complying with International Standard ISO9001 (Quality Systems). FAT MEDIA QUALITY ASSURANCE STATEMENT NOTE 1: This is a CONTROLLED Document as are all quality system files on this server. Any documents appearing in paper form are not controlled and should be checked

More information

How to apply for and maintain. Training Organization Approval and Training Course Certification

How to apply for and maintain. Training Organization Approval and Training Course Certification How to apply for and maintain Training Organization Approval and Training Course Certification Contents 1. Introduction 2 2. Applying 3 2.1 Applying for Training Organization Approval 3 2.2 Applying for

More information

CQI briefing note. Annex SL

CQI briefing note. Annex SL CQI briefing note Annex SL The most important event since ISO 9001? A quarter of a century ago, in December 1987, ISO 9001 Quality systems Model for quality assurance in design/development, production,

More information

Vigilant Security Services UK Ltd Quality Manual

Vigilant Security Services UK Ltd Quality Manual Quality Manual Date: 11 th March, 2014 Issue: 5 Review Date: 10 th March 2015 VSS-COM-PRO-001 SCOPE This Quality Manual specifies the requirements for the Quality Management System of Vigilant Security

More information

UK Aerospace Industry Controlled Other Party (ICOP) Auditor Authentication Scheme

UK Aerospace Industry Controlled Other Party (ICOP) Auditor Authentication Scheme How to apply for and maintain UK Aerospace Industry Controlled Other Party (ICOP) Auditor Authentication Scheme Contents 1. General information 2 2. IRCA Aerospace auditor authentication grades 3 3. Criteria

More information

Quality Manual. UK Wide Security Solutions Ltd. 1 QM-001 Quality Manual Issue 1. January 1, 2011

Quality Manual. UK Wide Security Solutions Ltd. 1 QM-001 Quality Manual Issue 1. January 1, 2011 Quality Manual 1 QM-001 Quality Manual Issue 1 January 1, 2011 This document is uncontrolled when printed. Please verify with Quality Management Representative 16 Dukes Close, West Way, Walworth Industrial

More information

E-COMMERCE OPERATIONAL RISK MANAGEMENT PLAN

E-COMMERCE OPERATIONAL RISK MANAGEMENT PLAN OPERATIONAL RISK MANAGEMENT PLAN Your Company recognizes that it faces a number of risks as it progresses through the various stages of its growth and implementation phases in North America and other countries.

More information

Complaints Policy and Procedure. Contents. Title: Number: Version: 1.0

Complaints Policy and Procedure. Contents. Title: Number: Version: 1.0 Title: Complaints Policy and Procedure Number: Version: 1.0 Contents 1 Purpose and scope... 2 2 Responsibilities... 2 3 Policy Statement: Aims and Objectives... 4 4 Definition of a complaint... 4 5 Procedure...

More information

Professional Indemnity Insurance

Professional Indemnity Insurance Professional Indemnity Insurance Law Costs Draftsmen Administered by Kerry London Ltd and underwritten by Royal & Sun Alliance Insurance plc PROPOSAL Please ensure that all relevant sections of the proposal

More information

IBM Australia. Client Charter

IBM Australia. Client Charter IBM Australia Client Charter IBM Australia Our values drive your success At IBM we have three values which form part of the DNA of our company. These are: Dedication to every client s success Innovation

More information

APA Physiotherapist Title Program

APA Physiotherapist Title Program APA Physiotherapist Title Program Information Booklet This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without permission from

More information

AFTRS Health and Safety Risk Management Policy

AFTRS Health and Safety Risk Management Policy AFTRS Health and Safety Risk Management Policy Responsible Officer Contact Officer Authorisation Director, Corporate and Student Services Head of Human Resources Chief Executive Officer Effective Date

More information

Sector Development Ageing, Disability and Home Care Department of Family and Community Services (02) 8270 2218

Sector Development Ageing, Disability and Home Care Department of Family and Community Services (02) 8270 2218 Copyright in the material is owned by the State of New South Wales. Apart from any use as permitted under the Copyright Act 1968 and/or as explicitly permitted below, all other rights are reserved. You

More information

OH&S Management Systems Audit Checklist (NAT, E3)

OH&S Management Systems Audit Checklist (NAT, E3) 3.1.2 3.1.1 Introduction OH&S Management Systems Audit Checklist (NAT, E3) This audit checklist is based on Element 3 (Implementation) of the National Self-Insurers OHS Audit Tool. For a full copy of the

More information

SYDNEY S NORTH SHORE EXTENSION AND RENOVATIONS SPECIALIST

SYDNEY S NORTH SHORE EXTENSION AND RENOVATIONS SPECIALIST SYDNEY S NORTH SHORE EXTENSION AND RENOVATIONS SPECIALIST What We Do Barnett Building is Sydney s North Shore extension and renovations specialists. We are second generation builders, having grown up in

More information

CQI. Chartered Quality Institute

CQI. Chartered Quality Institute CQI Chartered Quality Institute Introduction Report published in September 2014 by: International Register of Certificated Auditors (IRCA), part of The Chartered Quality Institute (CQI), 2nd Floor North,

More information

ED FAGAN INC. QUALITY SYSTEM MANUAL

ED FAGAN INC. QUALITY SYSTEM MANUAL ED FAGAN INC. QUALITY SYSTEM MANUAL APPROVED BY: Ed Fagan President ED FAGAN INC. January 13, 2010 TABLE OF CONTENTS 1. PURPOSE AND SCOPE 2 2. PRODUCTS, SERVICES AND CAPABILITIES 2 3. REVISION HISTORY

More information

COMPANY QUALITY MANUAL

COMPANY QUALITY MANUAL COMPANY QUALITY MANUAL QM/BI/001(03) THE APPROACH TO QUALITY This manual and information within is the property of The Benbow Group Limited. The information contained herein may not be disclosed in whole

More information

Regulators Code July 2013

Regulators Code July 2013 July 2013 Foreword In the Autumn Statement 2012 Government announced that it would introduce a package of measures to improve the way regulation is delivered at the frontline such as the Focus on Enforcement

More information

Luminus Devices, Inc Quality Management Systems Manual ISO 9001:2008

Luminus Devices, Inc Quality Management Systems Manual ISO 9001:2008 Luminus Devices, Inc Quality Management Systems Manual ISO 9001:2008 This document belongs to Luminus Devices, Inc. It cannot be reproduced without authorized authority. Area: Quality System Document Page

More information

Rev: Issue 4 Rev 4 Quality Manual AOP0101 Date: 10/07/13. Quality Manual. CBT Technology, Inc. 358 North Street Randolph, MA 02368

Rev: Issue 4 Rev 4 Quality Manual AOP0101 Date: 10/07/13. Quality Manual. CBT Technology, Inc. 358 North Street Randolph, MA 02368 Quality Manual CBT Technology, Inc. 358 North Street Randolph, MA 02368 Issue 4 Revision 4 Note: updates are in italics Page 1 of 18 1.0 Scope and Exclusions Scope This Quality Manual contains policies

More information

Incident reporting policy National Chlamydia Screening Programme

Incident reporting policy National Chlamydia Screening Programme Incident reporting policy National Chlamydia Screening Programme Date of publication: November 2014 Date for review: November 2016 About Public Health England Public Health England exists to protect and

More information

Sapphire COMPANY PROFILE

Sapphire COMPANY PROFILE INTERIOR DESIGN PROJECT MANAGEMENT MAIN CONTRACTORS COMPANY PROFILE Sapphire House, 18 Gladstone Road, Croydon, Surrey, CR0 2BQ Telephone:- 020 8665 6226 Fax:- 020 8664 8927 Email:- sales@sapphirecontractors.co.uk

More information

Knowledge is power. Consumer Protection Act Series #1

Knowledge is power. Consumer Protection Act Series #1 www.pwc.com/za/retail-and-consumer Knowledge is power Consumer Protection Act Series #1 Make sure you don t get it wrong on consumer rights November 2010 In this issue: We provide an overview of the Consumer

More information

QUALITY MANUAL 3 KENDRICK ROAD WAREHAM, MA 02571 508-295-9591 FAX 508-295-6752

QUALITY MANUAL 3 KENDRICK ROAD WAREHAM, MA 02571 508-295-9591 FAX 508-295-6752 QUALITY MANUAL 3 KENDRICK ROAD WAREHAM, MA 02571 508-295-9591 FAX 508-295-6752 Section 1. REVISION STATUS Revision 01 Initial Issue 02/13/95 Revision 02 ECO No.Q-0032 05/07/96 Revision 03 ECO No.97171

More information

INTERNATIONAL STANDARD

INTERNATIONAL STANDARD INTERNATIONAL STANDARD ISO 9001 Fourth edition 2008-11-15 Quality management systems Requirements Systèmes de management de la qualité Exigences Reference number ISO 9001:2008(E) ISO 2008 PDF disclaimer

More information

A Guide to Scoping CRM

A Guide to Scoping CRM A Guide to Scoping CRM (Customer Relationship Management) 2 Scoping out a CRM project can be a daunting, but highly advantageous exercise. It helps to establish clear goals, identifies key requirements

More information

TIPS FOR DIRECTORS FACING BUSINESS DIFFICULTIES

TIPS FOR DIRECTORS FACING BUSINESS DIFFICULTIES TIPS FOR DIRECTORS FACING BUSINESS DIFFICULTIES The rapid downturn in the economy means company directors are faced with new challenges, possibly on a greater scale and more complex than ever before. Directors

More information

April 2013. Flogas Customer Charter

April 2013. Flogas Customer Charter Flogas Customer Charter Contents Our Commitment to our Customers 3 Our Complaints and Comments Process 3 Contacting us 5 Our Standards 5 Our Responsibilities 5 2 Principle 1: Our Commitment to our Customers

More information

International Payment and Risk Management Solutions business.westernunion.co.uk

International Payment and Risk Management Solutions business.westernunion.co.uk Moving Business Forward International Payment and Risk Management Solutions business.westernunion.co.uk Moving your business forward with a trusted leader We enable companies of all sizes to send and receive

More information

College of Occupational Therapists Specialist Section Independent Practice. Code of Business Practice

College of Occupational Therapists Specialist Section Independent Practice. Code of Business Practice College of Occupational Therapists Specialist Section Independent Practice Code of Business Practice Published by the College of Occupational Therapists 106-114 Borough High Street, Southwark, London SE1

More information

Gamma Business Communications Ltd. Code of Practice for Sales and Marketing of Fixed-Line Telephone Services

Gamma Business Communications Ltd. Code of Practice for Sales and Marketing of Fixed-Line Telephone Services Gamma Business Communications Ltd Code of Practice for Sales and Marketing of Fixed-Line Telephone Services Introduction and overview This code of practice sets out how we comply with our regulatory obligations

More information

Terms of business agreement - Commercial clients

Terms of business agreement - Commercial clients Terms of business agreement - Commercial clients Please read this document carefully. It sets out the terms on which Finch Insurance Brokers Ltd agree to act for clients and contains details of our responsibilities

More information

Chartered Financial Planner. Financial advice you can trust

Chartered Financial Planner. Financial advice you can trust Chartered Financial Planner Financial advice you can trust All Chartered Financial Planners have completed degree level professional qualifications and have at least five years experience. They adhere

More information

LONDON BOROUGH OF ENFIELD CORPORATE DEBT MANAGEMENT POLICY

LONDON BOROUGH OF ENFIELD CORPORATE DEBT MANAGEMENT POLICY LONDON BOROUGH OF ENFIELD CORPORATE DEBT MANAGEMENT POLICY 1. Introduction This document sets out the Council s policy for the billing, collection and enforcement of Council debt. Debt management is the

More information

Copyright 2013 wolfssl Inc. All rights reserved. 2

Copyright 2013 wolfssl Inc. All rights reserved. 2 - - Copyright 2013 wolfssl Inc. All rights reserved. 2 Copyright 2013 wolfssl Inc. All rights reserved. 2 Copyright 2013 wolfssl Inc. All rights reserved. 3 Copyright 2013 wolfssl Inc. All rights reserved.

More information

Office for Nuclear Regulation

Office for Nuclear Regulation ONR GUIDE LC17 Management Systems Document Type: ONR Nuclear Safety Technical Inspection Guide Unique Document ID and Revision No: NS-INSP-GD-017 Revision 2 Date Issued: November 2012 Review Date: November

More information

Newport City Homes Compensation Policy (P5)

Newport City Homes Compensation Policy (P5) Newport City Homes Compensation Policy (P5) P5 Compensation policy 1. Introduction 1.1 Newport City Homes is committed to providing the best possible service at all times. 1.2 Newport City Homes recognises

More information

Website terms and conditions: services to consumers, payment online. Trading terms and conditions of Raise A Tree Ltd.

Website terms and conditions: services to consumers, payment online. Trading terms and conditions of Raise A Tree Ltd. Website terms and conditions: services to consumers, payment online Trading terms and conditions of Raise A Tree Ltd. These terms and conditions regulate the business relationship between you and us. When

More information

Letting Agents and Property Managers Edinburgh & Glasgow

Letting Agents and Property Managers Edinburgh & Glasgow Letting Agents and Property Managers Edinburgh & Glasgow The ins and outs of successful letting There s more to letting than just finding a tenant. At D.J.Alexander we know the letting business inside

More information

Contents. Management Policy Manual SEM USA Page 2 of 12

Contents. Management Policy Manual SEM USA Page 2 of 12 SEM USA Page 2 of 12 Contents 1. The Schneider Electric Motion USA Management Policy... 3 2. PROCESS INTERACTION... 4 3. COMPANY OBJECTIVES:... 5 4. MANAGEMENT SYSTEM... 6 4.1. General Requirements...

More information

ISO 9001 : 2008 QUALITY MANAGEMENT SYSTEM AUDIT CHECK LIST INTRODUCTION

ISO 9001 : 2008 QUALITY MANAGEMENT SYSTEM AUDIT CHECK LIST INTRODUCTION INTRODUCTION What auditors should look for: the items listed in these headings that the ISO requirement is met that the requirement is met in the manner described in the organization's documentation Page

More information

APPLICATION OF KING III CORPORATE GOVERNANCE PRINCIPLES 2014

APPLICATION OF KING III CORPORATE GOVERNANCE PRINCIPLES 2014 WOOLWORTHS HOLDINGS LIMITED CORPORATE GOVERNANCE PRINCIPLES 2014 CORPORATE GOVERNANCE PRINCIPLES 2014 CORPORATE GOVERNANCE PRINCIPLES 2014 This table is a useful reference to each of the King III principles

More information

UNIVERSITY OF THE ARTS LONDON STUDENT CHARTER

UNIVERSITY OF THE ARTS LONDON STUDENT CHARTER UNIVERSITY OF THE ARTS LONDON STUDENT CHARTER UNIVERSITY OF THE ARTS LONDON STUDENT CHARTER In order to fulfil your creative and professional potential you need to know what to expect from University of

More information

Scotnet - Consumer Code of Practice on Complaint Handling and Dispute Resolution for Domestic and Small Business Customers.

Scotnet - Consumer Code of Practice on Complaint Handling and Dispute Resolution for Domestic and Small Business Customers. Scotnet - Consumer Code of Practice on Complaint Handling and Dispute Resolution for Domestic and Small Business Customers. Introduction to our company and services Scotnet is an independent company that

More information

CERTIFICATION OF SEAFARER RECRUITMENT AND PLACEMENT SERVICE PROVIDERS

CERTIFICATION OF SEAFARER RECRUITMENT AND PLACEMENT SERVICE PROVIDERS Guide for Certification of Seafarer Recruitment and Placement Service Providers GUIDE FOR CERTIFICATION OF SEAFARER RECRUITMENT AND PLACEMENT SERVICE PROVIDERS AUGUST 2011 American Bureau of Shipping Incorporated

More information

Important Trading and Legal Information

Important Trading and Legal Information Important Trading and Legal Information Trading Details: R J P MARINE INSURANCE SERVICES R J P Marine Insurance Services is a Trading Name of Johnstone Insurance Brokers Ltd. (Company Registration number

More information

Maturity Model. March 2006. Version 1.0. P2MM Version 1.0 The OGC logo is a Registered Trade Mark of the Office of Government Commerce

Maturity Model. March 2006. Version 1.0. P2MM Version 1.0 The OGC logo is a Registered Trade Mark of the Office of Government Commerce Maturity Model March 2006 Version 1.0 P2MM Version 1.0 The OGC logo is a Registered Trade Mark of the Office of Government Commerce This is a Value Added product which is outside the scope of the HMSO

More information

Customer Charter: our promise to you.

Customer Charter: our promise to you. Customer Charter: our promise to you. 2014 Edition SPECIALIST IN LUBRICANTS CUSTOMER SERVICE CENTRE A telephone call will put you in direct contact with our designated Customer Service Team within our

More information

Guidance for Employers and Code of Practice

Guidance for Employers and Code of Practice WHISTLEBLOWING Guidance for Employers and Code of Practice MARCH 2015 Contents What is whistleblowing?... 3 What are an employer s responsibilities in regards to whistleblowing?... 3 Recognising workers

More information

E nvironm ental Consultants

E nvironm ental Consultants Professional Indemnity Insurance Proposal for E nvironm ental Consultants PROFESSIONAL RISKS 2nd Floor John Stow House 18 Bevis Marks London EC3A 7JB Tel 020 7623 4957 Fax 020 7623 4958-1- PROFESSIONAL

More information

The Prophotonix (UK) Ltd Quality manual

The Prophotonix (UK) Ltd Quality manual The Prophotonix (UK) Ltd Quality manual Date: March 2014 Revision: D Sparrow lane, Hatfield Broad Oak, Herts, UK, CM22 7BA Tel: +44 (0)1279 717170 Fax: +44 (0)1279 717171 e-mail: info@prophotonix.com Page

More information

CCD MARINE LTD QUALITY MANUAL PROCEDURE Q0.000. Date: Title. Revision: QUALITY MANUAL PROCEDURE Q0.000. 29 September 2014

CCD MARINE LTD QUALITY MANUAL PROCEDURE Q0.000. Date: Title. Revision: QUALITY MANUAL PROCEDURE Q0.000. 29 September 2014 Title: Quality Manual Uncontrolled if Hardcopy CCD MARINE LTD th Date: 29 September 2014 Doc Ref: Q0.000 Issued By: Sarah Leighton Rev No: 2 Title Revision: Date: QUALITY MANUAL PROCEDURE Q0.000 2 29 September

More information

Managing Occupational Safety and Health in Schools

Managing Occupational Safety and Health in Schools Managing Occupational Safety and Health in Schools Occupational Safety and Health Branch Labour Department This Guide is prepared by the Occupational Safety and Health Branch, Labour Department. This Edition

More information

QUALITY MANAGEMENT SYSTEMS REQUIREMENTS FOR SERVICE QUALITY BY PUBLIC SERVICE ORGANIZATIONS

QUALITY MANAGEMENT SYSTEMS REQUIREMENTS FOR SERVICE QUALITY BY PUBLIC SERVICE ORGANIZATIONS Indian Standard QUALITY MANAGEMENT SYSTEMS REQUIREMENTS FOR SERVICE QUALITY BY PUBLIC SERVICE ORGANIZATIONS ICS 03.120.10 BIS 2005 BUREAU OF INDIAN STANDARDS MANAK BHAVAN, 9 BAHADUR SHAH ZAFAR MARG NEW

More information

Release: 1. BSBEBUS510A Manage e-business outsourcing

Release: 1. BSBEBUS510A Manage e-business outsourcing Release: 1 BSBEBUS510A Manage e-business outsourcing Modification History Not Available Approved Page 2 of 9 INTRODUCTION Unit Descriptor This unit covers establishing strategies for managing outsourcing

More information

Guidance on the requirements of consumer law applicable to the sale and advertising of flights and holidays CAP 1014

Guidance on the requirements of consumer law applicable to the sale and advertising of flights and holidays CAP 1014 Guidance on the requirements of consumer law applicable to the sale and advertising of flights and holidays CAP 1014 Crown copyright 2013 You may re-use this information (excluding logos) free of charge

More information

INTERNATIONAL STANDARD

INTERNATIONAL STANDARD INTERNATIONAL STANDARD ISO 9001 Third edition 2000-12-15 Quality management systems Requirements Systèmes de management de la qualité Exigences Reference number ISO 9001:2000(E) ISO 2000 PDF disclaimer

More information

Wharton Construction Ltd. Quality Manual. Kellaw Road Yarm Road Business Park Darlington DL1 4YA

Wharton Construction Ltd. Quality Manual. Kellaw Road Yarm Road Business Park Darlington DL1 4YA Quality Manual Kellaw Road Yarm Road Business Park Darlington DL1 4YA MANUAL IDENTIFICATION This document is a controlled/uncontrolled copy. Copy Number:...of... Issued to... Title... Holders of controlled

More information

Manage the delivery of customer service in your area of responsibility

Manage the delivery of customer service in your area of responsibility Overview Manage the delivery of customer service in your area of What this Unit is about This Unit is about managing the delivery of customer service in the manager s area of. The term customer includes

More information

Procurement guidance Managing and monitoring suppliers performance

Procurement guidance Managing and monitoring suppliers performance Procurement guidance Managing and monitoring suppliers performance Procurement guidance: Managing and monitoring suppliers performance Page 2 of 16 Table of contents Table of contents... 2 Purpose of the

More information

COMPLAINTS MANAGEMENT PROCESS

COMPLAINTS MANAGEMENT PROCESS COMPLAINTS MANAGEMENT PROCESS December, 2012 1. INTRODUCTION COMPLAINTS MANAGEMENT PROCESS The Complaint Management Process has been developed to provide a single system through which complaints about

More information

THE PROCESS APPROACH IN ISO 9001:2015

THE PROCESS APPROACH IN ISO 9001:2015 International Organization for Standardization BIBC II, Chemin de Blandonnet 8, CP 401, 1214 Vernier, Geneva, Switzerland Tel: +41 22 749 01 11, Web: www.iso.org THE PROCESS APPROACH IN ISO 9001:2015 Purpose

More information

South East of Process Main Building / 1F. North East of Process Main Building / 1F. At 14:05 April 16, 2011. Sample not collected

South East of Process Main Building / 1F. North East of Process Main Building / 1F. At 14:05 April 16, 2011. Sample not collected At 14:05 April 16, 2011 At 13:55 April 16, 2011 At 14:20 April 16, 2011 ND ND 3.6E-01 ND ND 3.6E-01 1.3E-01 9.1E-02 5.0E-01 ND 3.7E-02 4.5E-01 ND ND 2.2E-02 ND 3.3E-02 4.5E-01 At 11:37 April 17, 2011 At

More information

Online Group Income Protection Technical Guide

Online Group Income Protection Technical Guide For commercial customers and their advisers only Online Group Income Protection Technical Guide Reference BGR/5575/SEP13 Contents Page Its aims Employers your commitment Risk factors How does the policy

More information

Technical Note 104. Introduction to E.D.I.

Technical Note 104. Introduction to E.D.I. Technical Note 104 Introduction to E.D.I. By Geoffrey Ramadan, Managing Director, Unique Micro Design Scope This document provides an introduction to Electronic Data Interchange (EDI). A basic overview

More information

Company Investigations What we do.

Company Investigations What we do. Company Investigations What we do. What we do Company Investigations has the power to investigate limited companies where information we receive suggests corporate abuse; this may include serious misconduct,

More information

PROPAM509 SQA Unit Code (H7TX 04) Plan, schedule and monitor production

PROPAM509 SQA Unit Code (H7TX 04) Plan, schedule and monitor production Overview 1. This standard is for individuals who work in a print-related environment and who take part in production planning, scheduling and junior management activities. It is not necessary to have overall

More information

PACIFIC & ORIENT INSURANCE CO. BERHAD CLIENT CHARTER

PACIFIC & ORIENT INSURANCE CO. BERHAD CLIENT CHARTER PACIFIC & ORIENT INSURANCE CO. BERHAD CLIENT CHARTER INTRODUCTION At Pacific & Orient Insurance Co. Berhad, our mission is to ensure that our customers develop confidence in us and we aim to become an

More information

Water brokers and exchanges your fair trading obligations

Water brokers and exchanges your fair trading obligations Water brokers and exchanges your fair trading obligations Australian Competition and Consumer Commission 23 Marcus Clarke Street, Canberra, Australian Capital Territory, 2601 Commonwealth of Australia

More information

nt (Wales) Bill 1.1 1.2 how the devolution and 1.3 1.4 able to rely Y Pwyllgor Cyllid / Finance Committee FIN(4)-20-15 P4

nt (Wales) Bill 1.1 1.2 how the devolution and 1.3 1.4 able to rely Y Pwyllgor Cyllid / Finance Committee FIN(4)-20-15 P4 Y Pwyllgor Cyllid / Finance Committee FIN(4)-20-15 P4 Consultationn on an inquiry into thee Tax Collection and Managemen nt (Wales) Bill Response from the Low Incomes Tax Reform Group G (LITRG) 1 1.1 1.2

More information

Employer s Guide to. Best Practice Return to Work for a Stress Injury

Employer s Guide to. Best Practice Return to Work for a Stress Injury Employer s Guide to Best Practice Return to Work for a Stress Injury Employers Guide to Best Practice Return to Work for a Stress Injury 1. Early Intervention 2. Claim Lodged 3. Claim Acceptance 4. Return

More information

Local complaints management for Victoria s public mental health services. October 2009 discussion paper

Local complaints management for Victoria s public mental health services. October 2009 discussion paper Local complaints management for Victoria s public mental health services October 2009 discussion paper Local complaints management for Victoria s public mental health services October 2009 Discussion

More information

Quality Management System Manual

Quality Management System Manual Quality Management System Manual This manual has been reviewed and approved for use by: Jack Zazulak President, Aurora Machine Limited March 07, 2011 Date - Copyright Notice - This document is the exclusive

More information

Mike Hill, Cabinet Member for Communities, Customer Services and Improvement. Governance and Audit Committee 30 June 2011

Mike Hill, Cabinet Member for Communities, Customer Services and Improvement. Governance and Audit Committee 30 June 2011 By: Mike Hill, Cabinet Member for Communities, Customer Services and Improvement Jill Rawlins, Interim Director Communications, Consultation and Community Engagement To: Subject: Classification : Governance

More information

Command Center Handbook

Command Center Handbook Command Center Handbook P r o a c t i v IT e Monitoring Protecting Business Value Through Operational Excellence Abdul A Jaludi Copyright 2014 Abdul A Jaludi abby@tag-mc.net www.tag-mc.net All rights reserved.

More information

ISO 9001:2000 AUDIT CHECKLIST

ISO 9001:2000 AUDIT CHECKLIST ISO 9001:2000 AUDIT CHECKLIST No. Question Proc. Ref. Comments 4 Quality Management System 4.1 General Requirements 1 Has the organization established, documented, implemented and maintained a quality

More information

Proposed Code of Ethical Principles for Professional Valuers

Proposed Code of Ethical Principles for Professional Valuers INTERNATIONAL VALUATION STANDARDS COUNCIL Second Exposure Draft Proposed Code of Ethical Principles for Professional Valuers Comments to be received by 31 August 2011 Copyright 2011 International Valuation

More information

Giving us a meter reading when we begin supplying you is important. This reading lets us bill you accurately from the start.

Giving us a meter reading when we begin supplying you is important. This reading lets us bill you accurately from the start. Your contract will fixed be for either 12 or 24 months, depending on the contract length you sign up to, which means the standing charge and the price you pay for each unit of electricity you use will

More information

Application form for Certification

Application form for Certification Application form for Certification 2nd Floor North, Chancery Exchange 10 Furnival Street, London EC4A 1AB, United Kingdom T. +44 (0)20 7245 6883 applications@irca.org www.irca.org The following information

More information

SMIC Business Ethics Statement

SMIC Business Ethics Statement SMIC Business Ethics Statement Business Ethics Program Declaration of Business Integrity Codes, Charters and Policies Business Ethics Compliance Procedures Dedicated Mailbox and Ethics Hotline 2 Declaration

More information

ISO 9001:2008 Quality Management System Requirements (Third Revision)

ISO 9001:2008 Quality Management System Requirements (Third Revision) ISO 9001:2008 Quality Management System Requirements (Third Revision) Contents Page 1 Scope 1 1.1 General. 1 1.2 Application.. 1 2 Normative references.. 1 3 Terms and definitions. 1 4 Quality management

More information

A guide to the customer. electricity retailers. For domestic and small business gas and electricity customers

A guide to the customer. electricity retailers. For domestic and small business gas and electricity customers A guide to the customer charters of gas and electricity retailers For domestic and small business gas and electricity customers a guide to Your retailer s customer charter Helping you to understand your

More information

2a. Membership of UKALA shall commence from the date advised in writing by UKALA and will last for a contract term of twelve calendar months.

2a. Membership of UKALA shall commence from the date advised in writing by UKALA and will last for a contract term of twelve calendar months. UKALA: letting agents thrive The UK Association of Letting Agents The UK Association of Letting Agents 22-26 Albert Embankment To promote and protect the interest s London SE1 7TJ of letting and management

More information

COUNCIL OF EUROPE COMMITTEE OF MINISTERS. RECOMMENDATION No. R (95) 4 OF THE COMMITTEE OF MINISTERS TO MEMBER STATES

COUNCIL OF EUROPE COMMITTEE OF MINISTERS. RECOMMENDATION No. R (95) 4 OF THE COMMITTEE OF MINISTERS TO MEMBER STATES COUNCIL OF EUROPE COMMITTEE OF MINISTERS RECOMMENDATION No. R (95) 4 OF THE COMMITTEE OF MINISTERS TO MEMBER STATES ON THE PROTECTION OF PERSONAL DATA IN THE AREA OF TELECOMMUNICATION SERVICES, WITH PARTICULAR

More information

AEROSPACE STANDARD. Quality Management Systems - Requirements for Aviation, Space and Defense Organizations RATIONALE

AEROSPACE STANDARD. Quality Management Systems - Requirements for Aviation, Space and Defense Organizations RATIONALE AEROSPACE STANDARD AS9100C Issued 1999-11 Revised 2009-01 Superseding AS9100B Quality Management Systems - Requirements for Aviation, Space and Defense Organizations RATIONALE This standard has been revised

More information

Certified Installer Partnership Code of Practice

Certified Installer Partnership Code of Practice Certified Installer Partnership Code of Practice Proper practice guidelines for our accredited tradesmen Find an installer you know you can trust with Certified Installer Partnership When looking for an

More information

COMPLYING WITH THE E-COMMERCE REGULATIONS 2002

COMPLYING WITH THE E-COMMERCE REGULATIONS 2002 COMPLYING WITH THE E-COMMERCE REGULATIONS 2002 You should read this guide if you. advertise goods or services online (i.e. via the Internet, interactive television or mobile telephone) sell goods or services

More information

Program 7 Customer Focus. Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere.

Program 7 Customer Focus. Council will be a customer focused organisation that is Dedicated to Customers: Everyone. Everywhere. Customer Focus Program Goal Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere. Every time" Program Description As an enabling program, Customer Focus

More information

Accountancy Services Taxation Services Bookkeeping services VAT Returns PAYE Returns Company Secretarial Services Business Start Ups

Accountancy Services Taxation Services Bookkeeping services VAT Returns PAYE Returns Company Secretarial Services Business Start Ups Accountancy Services Taxation Services Bookkeeping services VAT Returns PAYE Returns Company Secretarial Services Business Start Ups Company Profile Daniel Chartered Certified Accountants is an independent

More information

Principles of Good Complaint Handling

Principles of Good Complaint Handling Principles of Good Complaint Handling Principles of Good Complaint Handling Good complaint handling means: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly and proportionately

More information

Our promise to you. Court Users Charter

Our promise to you. Court Users Charter Our promise to you Court Users Charter April 2015 Introduction Our Court Users Charter sets out our standards of service and our commitments to you. We recognise that attending court is an unfamiliar experience

More information

Prudential Practice Guide

Prudential Practice Guide Prudential Practice Guide LPG 232 Business Continuity Management March 2007 www.apra.gov.au Australian Prudential Regulation Authority Disclaimer and copyright This prudential practice guide is not legal

More information

Making sure that your legal systems are in safe hands. The Collective Voice of the Legal Software Industry

Making sure that your legal systems are in safe hands. The Collective Voice of the Legal Software Industry Making sure that your legal systems are in safe hands The Collective Voice of the Legal Software Industry THERE CAN BE NO DOUBT THAT MODERN LEGAL IT SYSTEMS CAN MAKE A SIGNIFICANT CONTRIBUTION TO THE OVERALL

More information

Quality Management System Manual

Quality Management System Manual Effective Date: 03/08/2011 Page: 1 of 17 Quality Management System Manual Thomas C. West Eric Weagle Stephen Oliver President ISO Management General Manager Representative Effective Date: 03/08/2011 Page:

More information

Private Health Insurance Intermediaries. Document 2: Self-Audit Questionnaire. Version 2

Private Health Insurance Intermediaries. Document 2: Self-Audit Questionnaire. Version 2 Private Health Insurance Intermediaries Document 2: Self-Audit Questionnaire For All Members of PHIIA JUNE 2015 Version 2 9 For All Members of PHIIA Code Compliance Committee Private Health Insurance Intermediaries

More information