As a leading independent provider of business communications solutions, Scalable is committed to delivering a consistently high standard of service to clients in all areas of the business from sales and solution design, through to implementation and client support. 

It is therefore essential that we identify Quality Objectives that ensure that standards are consistently monitored, achieved and improved. 

Therefore in summary our framework for setting Quality Objectives at relevant levels in the organisation are:

• To ensure all customer solutions designed by Scalable are reviewed and underwritten by appropriately trained employees

• To ensure all purchase orders are processed by close of next business day following day of receipt

• To ensure all installations, consultancy and recurring services are completed by appropriately technically qualified employee

• To monitor and assess all key suppliers and partners on a quarterly basis 

• To request client feedback in regards to project based work on completion of every project

• To request client feedback in regards to recurring services and overall customer experience at least once per year.

• To review all customer feedback on a monthly basis and identify actions that will improve the customer experience

Our management system is designed to meet and comply with the requirements of ISO9001:2008 and our implemented processes and procedures are integral to the organisation, defining the systems, controls and good working practices adopted by all staff in carrying out their roles and responsibilities within the day to day operation.

We review our processes and procedures via an internal audit program and customer improvement process ensuring that all corrective and preventative actions are implemented in a timely fashion to continually improve the effectiveness of the Quality Management System with the support of the Directors and Management Team.

Our Policy and Objectives are communicated to all staff on commencement of employment and are available to review via our website and intranet. All updates are highlighted at quarterly review meetings.

Simon Brown 

Managing Director

April 2011 

To be reviewed in April 2012