Quality Assurance Policy

ISO:13485 ISO:9001

Quality assurance

Contents

  • Definitions
    • PPE
    • Quality Assurance
  • Rules
  • Quality Control Testing
  • How Viriquip / Myppe measure Quality Assurance
    • Ensure product standards
    • Overview
    • What is a standard?
    • Are standards a legal requirement?
    • Who develops standards?
    • Legal compliance
    • Health and safety
    • Quality management
    • Health and safety management
    • Information management
    • Business continuity management
    • European standards and our products
    • How to show our products meet legal requirements
  • Testing and certification
  • Make sure our QA team is prepared
  • Define our KPIs early
  • Survey customers after interactions
  • Invite employee feedback and input
  • Coaching will always be relevant to each channel 
  •  

Definitions

PPE
Personal Protective Equipment (PPE) refers to kind of devices worn by the worker to protect against hazards
in environment.

Quality Assurance
Quality assurance is the maintenance of a desired level of quality in a service or product, especially by means of attention to every stage of the process of delivery or production.

Rules
When supplying PPE, the supplier must always ensure appropriate PPE is provided and affords an adequate level of protection from hazards to which the wearer may be exposed. Examples of PPE include items such as gloves, safety/splash proof goggles, respirators, etc. The protection given by the use of PPE will always be adequate to ensure health and safety based on current industry standards. In selecting PPE, the supplier shall consider all possible routes of entry, permeability of PPE materials, duties being performed, hazardous chemicals present, and other factors that may affect equipment performance. Suppliers shall provide appropriate PPE to customers based on UK and EU standards and in line with the product description.

Quality Control Testing
Quality control (QC) is a process through which a business seeks to ensure that product quality is maintained or improved. Quality control requires the business to create an environment in which both management and employees strive for perfection. This is done by training personnel, creating benchmarks for product quality and testing products to check for statistically significant variations. A major aspect of quality control is the establishment of well-defined controls. These controls help standardize both production and reactions to quality issues. Limiting room for error by specifying which production activities are to be completed by which personnel reduces the chance that employees will be involved in tasks for which we do not have adequate training.

How Viriquip / Myppe measure Quality Assurance
Ensure product standards
Overview
Customer satisfaction is essential for our business. Working to recognised quality management standards help us to meet customer expectations and ensure a benchmark for our product or service.

Standards help us:

  • build or grow the market for our products and services
  • make sure products are compatible and interoperate with other related products
  • boost credibility with customers and suppliers
  • manage our business more effectively
  • make the most of our innovations

What is a standard?
Standards can be used across a wide range of business, industry and technology. The two main types of standards are technical and management system standards. Technical standards ensure products, manufacturing processes and services meet fixed quality benchmarks.

They can be
used to:
 ensure quality and safety requirements for products and services
 improve compatibility and interoperability between products and services
 provide information about products and services
 make the most out of our innovations
Management system standards provide a framework for a business to manage its business processes and activities. They can help businesses improve their efficiency by providing a best practice model for them to follow. Standards can be anything from a few pages to several hundred pages long.

Are standards a legal requirement?
No – standards are voluntary. But our products will always meet the required standards to comply with legal requirements.

Who develops standards?
There are many national standards bodies throughout the world. As the UK’s national standards body, the British Standards Institution works closely with businesses, government, consumer and other groups to ensure that they get the standards that they need.

Legal compliance
Conforming to standards can help us comply with a wide range of legal obligations in areas such as product safety and environmental management.

Health and Safety
Using standards in areas such as quality and health and safety management can help us manage our business more efficiently and reduce mistakes and problems.

Quality management
ISO 9001:2008 is an internationally recognised standard for the quality management of a business’ systems. It benefits businesses by helping them improve customer satisfaction, internal efficiency and employee involvement. All of our products adhere to both ISO:13485 and ISO:9001 standards.

Health and Safety Management
All businesses must comply with a range of regulations on health and safety in the workplace – and senior managers may also bear legal responsibility for this. We ensure that we meet these requirements by following standards on occupational health and safety.


Information management
Information – whether held in hard copy form or on IT equipment – is essential to any business. So, it’s important that we safeguard our data and the data of our partners and customers An information security management system provides a systematic approach to managing and securing information.

Business continuity management
Organizations face a variety of threats to their business continuity, some deliberately targeted and some as a result of external events. It is increasingly important that we as a business assure regulators, investors and stakeholders that our continuity plans will minimise any disruption.

European standards and our products
Many products must meet a range of requirements set out in European Union (EU) directives before they can be sold in the UK or anywhere else in the EU. The requirements are designed to protect the health and safety of product users and remove technical barriers to trade. Adhering to Harmonised European Standards is the way we demonstrate that our products comply. How to show our products meet legal requirements Products that must meet requirements set out in European Union (EU) directives normally have to carry CE marking if they are sold in the UK and the rest of the EU. Putting the CE marking on our product acts as our declaration that the item meets the relevant legal requirements.

Testing and certification
All of our products are inspected and tested by one of three globally recognised businesses with a wealth of knowledge of quality and industry standards, these are:

 V-Trust
 SGS
 TUV

Make sure our QA team is prepared
We expect our QA team to measure quality assurance the business to the best of their abilities, so we make sure we’re well-equipped to do so. Our managers and team leaders will always be well-prepared and have the tools to easily monitor interactions across phone, email and live chat.


Define our KPIs early
KPIs are integral to a successful QA process and will always be defined from the very beginning. Different KPIs will apply when we measure quality assurance across channels. Depending on the main goal of our customer service.

We will measure against:

 Making sure our products are in line with all EU and UK standards
 the length of time callers is on hold
 if we were handed off to multiple agents
 if their problem was resolved during the first call average abandonment rate
 the greeting used
 cost per call
 customer satisfaction
It’s slightly different with live chat and email, though. KPIs here will be:
 how responsive we were
 the level of professionalism we displayed
 the average handle times
 invitation acceptance rate (if our site prompts customers to use live chat)
 if agents are wrapping conversations up effectively
Taking time to choose our metrics will help our QA team get the most out of their work and gain a
a comprehensive overview of our employees’ performance.


Survey customers after interactions
Listening to our customers is a must. It allows us to readjust the focus where needed and retain their loyalty. Retaining customers will always be a core mission. We believe in customer satisfaction and meeting our customer’s goals so we will always invite their feedback. We may Invite them to take part in a brief survey after each sale and/or interaction, whether over the phone, by email, live chat or even on social media. Ask questions relevant to their experience, touching on:

 the quality of the products they purchased
 the agent’s attitude
 the response times
 their overall satisfaction rating (perhaps from 1 to 10)
 their willingness to use our services again
This will give our QA team actionable data for the business. We’ll be able to identify where support is falling
short and the most common issues throughout the workplace.

Invite employee feedback and input
Our agents are on the front line every day. They’re the ones interacting with customers. They’re the ones hearing their complaints and their questions, their anger and their satisfaction. They’re also the ones using our tools and software. We will invite our team to offer their input when looking to improve customer service and products. They may be able to suggest ways to deliver a better experience and pinpoint functional issues in the processes: if these are affecting their work in any way, we might not realize until we ask.

Coaching will always be relevant to each channel
Coaching will always not be vague or generic. Instead, it will always be tailored to the business, helping our employees to make the most of the technology and the type of interaction they encounter. For instance, what can we do to make customers feel more at ease over the phone? What type of language will always we use in live chat? Are we using the right terminology in emails and aligning with the company’s voice? Coaching will always be based on data gathered and aim to address flaws.