Today at Cordant People we are supporting #WorldQualityDay 2018, we decided to look back on our quality achievements and how the changes in our processes have improved and continue to improve our service to our stakeholders.
Our goal in the Quality Department is to ensure the business runs efficiently, compliantly – meeting all legislative requirements, profitability and meets all stakeholders, our candidates, clients and colleagues, expectations. It’s a big job – so how do we do make sure it gets done?
As well as the normal quality mechanics of a business – QMS, SOP, internal and external audits we strive to embed quality in the mindset of our organisation from the start of our colleagues careers. A member of the quality department contacts every new starter to introduce themselves, provide training on the QMS and explain how we can help and that we are there to help. This is then followed by a training programme incorporating standard operating procedures, legislation, client and candidate expectations, service quality and delivery.
By working in this way and introducing quality as a tool to improve and enhance the business rather than providing the more traditional ‘write process and audit’ function we have increased our client, candidate and colleague satisfaction and retention. When we complete the 6 monthly internal branch audits expectations are already set, the knowledge is embedded across the whole business. Our quality and audit procedures provide trust and peace of mind to everyone involved.
In recognition of our of our quality management system which is focused on delivering a quality service and maintaining a constant state of improvement to exceed customer expectations, we were extremely proud to achieve ISO 9001:2015 certification in January 2018.
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