Total Quality

"For both TQ UK and TaurusQuest 'Total Quality' is a way of working and not a department."

We are aware that your customers and suppliers experience of your enterprise can include interfaces with the staff in our centres. You and we both need to be transparent about expectations, capabilities and potential points of failure if we are to adapt to your changing circumstances and continually improve our service to you and your customers.

Quality practices include:

• Identification and measurement of service level metrics
• Analysis of all errors and delays to root causes and partnering with clients for solutions
• Leveraging technology to the maximum to automate processes
• Independent quality reviewers in every program team
• Trained buffer resources kept as standby so that work is never done by untrained resources
• Smaller team sizes to facilitate effective supervision (not more than one leader to ten executives in any program)
• Emphasis on what is wanted instead of what is available
• Rapid documentation of processes to institutionalize knowledge, and
• Employee friendly policies that keeps employee churn to the minimum.

TaurusQuest are currently institutionalising Total Quality with a programme to obtain ISO certification.