Quality Policy
Customer satisfaction from high quality services is central to Riley Consulting's value proposition. To embed a focus on customer satisfaction, our business is independently certified to the international Quality Management standard ISO BS 9001:2008.
Our Quality Management System (QMS) provides a framework that enables us to maintain a uniformly high quality of service to meet our clients' often demanding requirements. It also ensures that we continuously improve the quality of our services.
Features of our QMS
Our QMS is continuously refined by client feedback, regular management review meetings and input from our external auditors. This ensures that we deliver a consistently high quality of service. The following features achieve this:
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A structure of Quality Managers with specific roles and responsibilities to ensure that quality is always on the agenda
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A project plan for every project undertaken that ensures we plan the delivery of services to provide optimum client satisfaction
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A network of trained internal auditors as well as our certification body's external auditors to ensure any non-compliance is identified and effectively managed
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Detailed procedures for our core activities to accord with best practice
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Measures to embed continuous improvement (outlined below).
Framework for continuous improvement
Successful organisations continuously learn and integrate learning into service delivery. Our framework for continuous improvement includes reviewing and implementing learning from:
- Audit results
- Key Client Manager feedback. Key Client Managers meet regularly with individual clients to discuss how services can be developed and improved
- Client feedback obtained from project debriefings
- Corrective and preventive actions are reviewed regularly at both branch level and management review meetings
- Regular management review meetings.
Our QMS and the commitment of our senior managers' ensure that a proactive and responsive approach to delivering high quality services is embedded into our activities.
