POLICY TITLE: CONTINUOUS QUALITY IMPROVEMENT POLICY
ADMINISTERED BY: CEO & GENERAL MANAGER, HUMAN RESOURCES
APPLICABILITY: ALL EMPLOYEES
- Introduction
- Global Star Enterprises bases its operations on its mission, goals and values, which can be located in the Global Star Enterprises GSE intranet.
- GSE is committed to operating efficiently and effectively in order to meet the needs of customers, clients and stakeholders. Continuous improvement in all activities is vital for GSE’s continued success.
- GSE undertakes ongoing quality control and evaluation of all its operations to ensure maintenance of standards appropriate to the expectations of customers and clients.
- Quality and continuous improvement in GSE
- GSE’s approach to quality encompasses all its operations including governance, customer services, financial operations, facilities, human resources and occupational health and safety.
- GSE’s quality system is based on adherence to the following principles:
- a commitment by all staff to continuous improvement of processes, products and services.
- input and involvement of all staff in identifying and implementing quality improvements.
- Systematic use of qualitative and quantitative feedback as the basis for identifying and prioritising improvement opportunities.
- External standards
- GSE adheres to all relevant external standards imposed by government agencies and regulatory authorities.
- Continuous improvement processes
- GSE uses the following processes and strategies to improve overall performance.
- Customer satisfaction surveys
- All customers of GSE have the right to provide feedback about the services of GSE.
- Customer satisfaction surveys
- GSE’s quality improvement system provides for identification of opportunities for improvement through a customer feedback system, which includes surveys of:
- GSE staff
- Product & quality satisfaction
- Sales satisfaction
- Price satisfaction
- delivery satisfaction
- Satisfaction with installation of products
- Community, industry and other client groups.
- GSE uses the following processes and strategies to improve overall performance.
- GSE also examines its performance against relevant published comparative and benchmarking data.
- Unsolicited feedback
- Any employee or client of GSE has the right to provide unsolicited feedback on the services or operations of GSE.
- Continuous improvement working parties
- GSE establishes teams to improve functions that are identified as needing action or improvement.
- Internal and external audits
- GSE ensures, internal and external audits are conducted to measure performance against internal and external standards and improvement opportunities are identified and acted upon.
- Management reviews
- Management regularly reviews and refines GSE’s activities through:
- weekly senior management meetings
- regular reporting to GSE’s Senior Management and CEO
- annual planning and budget setting
- triennial planning
- individual executive goal setting.
- In the event a CI process or initiative compromises GSE values and standards, communication of this must be written via email to the applicable person (GM or line manager) and include:
- Management regularly reviews and refines GSE’s activities through:
- An overview of the issues raised and your evaluation
- Your query on the specific GSE values(s) and standards that are damaging to the operations of the specific people and/or department of GSE
- Access and equity
- GSE is committed to adhering to access and equity principles in the implementation of this policy.