SECTION THREE Quality
Quality Management System
Whistl operates a Quality Management System that complies with the ISO 9001:2004 Standard. This standard is based on eight quality management principles that help our organisation towards improved performance. These are:
1. Customer focus 2. Leadership 3. Investment of people 4. Process approach 5. System approach to management 6. Continual improvement 7. Factual approach to decision making 8. Mutually beneficial supplier relationships
Whistl satisfies these principles by:
Understanding our customers’ requirements Setting targets for achieving those requirements Measuring our performance by means of Key Performance Indicators Reviewing and, where necessary, improving our performance
The quality or our customer service is totally dependent on the quality of the people who deliver it We have standard people development and continuous improvement processes that are accredited to the Investors in people standard We encourage our people to take responsibility for their own learning and applying new skills in the workplace Our people know that whatever their job, wherever they work, they have the opportunity to develop We work with our suppliers in a true spirit of partnership to enable them to meet the same demanding standards that we set upon ourselves and to provide benefits to all parties. In order to comply with the ISO 9001:2008 and maintain certification, Whistl is subject to six monthly external assessments by a team from an accredited body – (Lloyds Register of Quality Assurance are the current suppliers of this audit service). The auditors will visit a random selection of sites and interview members of staff.
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