Quality will pervade W3 SOLUTIONZ’s technical, operational and client service delivery process. Our quality service culture is characterized by client focus and continuous improvement in all we do:
The delivery of quality service shall be the focus of everyone at W3 SOLUTIONZ. As we achieve success in the long-term pursuit of quality, our people will strive to:
- Meet client needs and exceed client expectations
- Respond quickly and wisely to rapid changes in the business environment and changing client needs.
- Attract and retain clients by being best-in-class.
To ensure continuing success of the quality initiative, our leadership will:
- Maintain an absolute, proactive and long-term commitment to client focused, continuous service improvement.
- Understand the concepts, be familiar with the tools and encourage techniques that enable us to fully integrate client focused continuous improvement in everything we do.
- Act as role models for the quality values of W3 SOLUTIONZ.
- W3 SOLUTIONZ has formulated an Impartiality committee for ensuring strict adherence to laid down impartiality norms and for reviewing of the norms on a time to time basis.
The Directors, Management, Staff and Sub Contractors of W3 SOLUTIONZ. are fully committed to providing all our clients and potential clients with a service that fully meets their requirements.
The certification process will ensure that all audits and certification decisions are conducted in accordance with the requirements of the relevant standard. In addition, W3 SOLUTIONZ is fully committed to ensuring that it fully complies with all ACCREDITATION BODY regulations, relevant standards and all requirements of any regulatory bodies.
W3 SOLUTIONZ will ensure that a professional service will be offered to clients through the use of trained, experienced and competent audit and support staff.
W3 SOLUTIONZ will continually seek to improve the services it offers and will do so through acting upon client’s feedback, regular internal and external audits, reviews of reports, reviews of staff, management review meetings and management meetings.
Any client who feels dissatisfied with any aspect of the service provided by W3 SOLUTIONZ is encouraged to put in writing their complaint which will be responded to promptly and thoroughly investigate.
Any client who disagrees with a Certification Decision has the right of appeal which will be put before an independent Appeals Panel, comprising individuals who are not employees of W3 SOLUTIONZ.
In conducting certification activities W3 SOLUTIONZ fully understands the importance of ensuring that the certification process and all audits are conducted in an impartial manner and no conflict of interest exists. To this end checks have been introduced throughout the certification process to identify any potential conflicts of interest and an independent Impartiality Committee has been established to oversee the operations of W3 SOLUTIONZ and in particular the certification process.
W3 SOLUTIONZ, its Directors, Managers, Staff and others involved in the Certification of Organizations fully understand the importance of impartiality in undertaking its Certification Activities.
W3 SOLUTIONZ will therefore ensure that in its dealings with clients or potential clients, all employees or other personnel involved in Certification Activities are, and will remain, impartial.
To ensure that impartiality is both maintained and can be demonstrated, W3 SOLUTIONZ has identified and risk assessed all relationships which may result in a conflict of interest or pose a threat to impartiality.
Staff and Sub contractor Requirements
All information received by or available to W3 SOLUTIONZ staff, sub-contractors or committee members (in whatever format) received in conducting audit activities, or during other certification activities, or during any dealings with an organization for any other reason shall be regarded as strictly confidential and shall not be divulged to any 3rd party (unless specified in ISO/IEC 17021–1:2015 ) without the express permission of the organization or individual concerned. The requirement to keep confidential any information will also include any organization that has a legitimate right to audit or inspect W3 SOLUTIONZ.
Where W3 SOLUTIONZ is required by law to release confidential information to a third party the client or individual concerned shall, unless regulated by law, be notified in advance of the information provided
However, where the organization is seen to be operating contrary to legal requirements or has operating practices which pose a danger to staff, customers or the environment W3 SOLUTIONZ reserves the right to immediately report any such incident to the relevant authority. Any such reporting will only be undertaken with the permission of a Director.
Access to Records
All records will be retained in a secure manner, only accessible to authorized staff via either paper records or password controlled electronic records. Sub-contractors will be limited to accessing information produced by them in conducting an audit. Records will only be made available to organizations who can demonstrate a legitimate (and legal) right to view those records and specifically to Accreditation Bodies.
All staff, Sub Contractors, Directors and Committee Members will be required to agree to W3 SOLUTIONZ confidentiality policy and sign a confidentiality agreement. Sub-contractors will also sign an agreement which also contains the responsibility to maintain confidentiality.