It is a consistent structure and well documented approach to everything we do. It involves knowing what we need to achieve, being well trained to meet those needs, having the necessary clear processes, procedures and associated reference material, ensuring that there is a continuous improvement in all aspects of our work.
It requires standardisation to ensure that our customers received the same high level of service at all times. Our staff meetings also encourages initiative and change.
It aims to provide long term benefits with a focus on continuous improvement.
It ensures that our excellent service and efficiency happens in a planned and structured way; not just by chance. It aims to take the risk out of providing excellent service all the time.
Why did we introduce a Quality Management System?
For Customers:
There is an increasing trend for customers to know that the companies they deal with are quality certified.
To provide existing and potential customers with the confidence and uniformity to all customers so that Wagelink will deliver the service we have promised to you
To provide consistency and uniformity to all our customers so that they know what to expect from us no matter where they may be and no matter how big or small they are.
All this provides us with a significant advantage as we work hard to gain new customers and retain our existing client base.
For Staff:
It provides an effective communications process.
It facilitates sharing of knowledge and information about our processes and procedures, our policies, jobs, objectives, performance and business.
It requires involvement and contribution from all our staff towards improving all aspects of our business and our work. It gives each of us a degree of ownership over those things that affect our work.
It formalises necessary induction training needs analysis and arrangements for our training.
For Business Efficiency:
Consistent practices and procedures help improve the efficiency and effectiveness of everything we do.
Consistency aids training.
The way which we handle complaints and manage issues forces us to identity and remove barriers to achieving the best performance and helps us identify things that go wrong so we can improve them next time.
Productivity improvement initiatives lead us toward continual improvement in all aspects of our business.
Who is responsible for Quality?
We all are.
We have a shared responsibility for providing quality service and for continually improving all aspects of our work and business.
Wagelink's Quality Management System is documented in our Quality Management System Manual, Quality Procedures, Task Flow Charts and Work Instructions.
It will soon be available on the internet.
"Quality Management Benefits Staff as well as customers and the business."
Have my current and future training needs properly assessed in consultation with me?
Be properly trained to perform my current job, and any other jobs I am likely to do in the near future, to my maximum capabilities?
Help improve my job and the jobs of my colleagues?
With a view to achieving better customer service and business results and increasing my own contribution and job satisfaction?
Ensure that practices and procedures and the way we serve our customers are of a consistently high standard?
Be sure that my suggestions for improvement will be properly considered and recorded and that I will be kept informed regarding consideration of or action related, to my suggestion?
Help eliminate the causes of customer complaint and dissatisfaction?
"We are in the pursuit of
excellence and this
makes our jobs more
interesting and
more secure..."
Ask one of our managers if you would like more information or require assistance to understand your role in our company's Quality Managment System.
