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Small Business Standard|
Chartered Quality Institute (CQI)
A basic standard for quality management systems
in micro, small or medium sized businesses
where certification is not a requirement
Confirmation certificate issued by GUPTA CONSULTANCY
Gupta Consultancy is now providing Small Business Standard programmes
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A valuable tool in the achievement of business success is forward planning. This should be customer focused and include financial and performance targets, the provision of adequate resource and trained people.
The management will maintain annual plans which:
Regular reviews of the plans will be undertaken by the management. Records of the reviews will be maintained. The reviews will compare results with targets to provide a basis for improving customer satisfaction, business success and management/process methods.
The management's policy for meeting customers' needs and expectations is to be publicly displayed or otherwise communicated to employees and customers.
Only products, services and conditions will be offered that can be provided in full. When accepting orders from customers, the methods used will ensure that the customers' exact requirements are known and that the products or services can be supplied in accordance with those requirements.
There will be an effective communication system for dealing with customer complaints and opportunities provided for customers to make favourable comments. Customer satisfaction will be assessed at the time of the business review.
Where responsibility of customers' property is assumed, due care is to be taken to protect the property from damage or loss.
Staff and Employees
All people employed in the business will be provided with written contracts. Hours of work and remuneration are to be, as a minimum, in accordance with national and local requirements.
All employees will understand their responsibilities and how they should achieve the required results.
Working Environment and Processes
The management will provide a suitable and safe working environment. Equipment necessary for the production of products and services will be provided and properly maintained in accordance with regulatory requirements and the manufacturers' instructions.
Regulatory requirements and instructions related to the operation of equipment are to be readily available to the relevant people. Persons using the equipment are to have had appropriate training.
Methods or processes will be in place to provide the customer with what management and the customer expect.
Storage facilities will be provided which protect materials and products from deterioration or damage. Products with a defined shelf life will be controlled and removed from stock and disposed of when date-expired.
Suppliers of products and services are to be selected on the basis of quality of products, reliability of service (including timely delivery) and cost.
Purchase orders may be verbal or written, as agreed between the business and the particular supplier. Adequate information will be provided when ordering to ensure delivery in accordance with requirements.
Any supplier shortcomings that arise should be considered during the business reviews.
Management will be aware and have access to the relevant regulatory documents. Documents given out to customers and other external parties will, as a minimum, contain all normal contact details.
Preventing and Correcting Product or Service Problems
Annual plans will consider the effect of any changes in business conditions, objectives or targets relating to customer satisfaction, the quality of processes, products and services.
Appropriate actions necessary to prevent problems will be included in the plan. Where a problem arises, action may be taken to rectify the problem and prevent recurrence. This action will depend on the seriousness of the problem and the risk to which the business is exposed.
In addition to the annual plan, management will assess what records need to be kept to minimise exposure to risk, for example contract documents, personnel records, etc. Management will decide on the period for which these records are held.
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