Management therefore undertakes to ensure the proper management of quality and of the services the organisation delivers, so as to offer all its stakeholders the strongest possible guarantees regarding the quality of those services.
Purpose
The purpose of this Quality and Service Management Policy is to:
- Ensure the service is aligned with the needs of its clients and users.
- Improve communication between the staff involved in delivering the service and its clients and users.
- Improve the effectiveness and efficiency of the internal service delivery processes.
- Offer clients and users services of a higher quality.
To carry out this policy, Management undertakes to establish a Service Management System (SMS) based on the UNE-ISO/IEC 20000-1:2018 standard, adequately covering every requirement needed to guarantee that the services within its scope offer the levels of quality their recipients expect and are managed in line with the demands set out in that standard.
Commitments and principles
This commitment translates into the following principles:
- Always pursue quality, service excellence and customer satisfaction.
- Develop every measure needed to guarantee the levels of quality offered.
- Comply with all legislation and regulation applicable to Quinatec, and with any requirement that, while not mandatory, has been adopted as a commitment.
- Develop a complete management structure that governs the conditions of the organisation.
- Allocate the resources and means required to deliver the services at the levels of quality demanded.
- Establish a training and awareness plan covering service management.
- Maintain open communication both internally and with clients.
- Drive continuous improvement in processes and in overall performance.
This policy is known to and endorsed by all Quinatec staff. It will be reviewed at least once a year, and any changes must be approved by Management.
Tomas E. Cordoba