Quality is about meeting the needs and expectations of customer
Every June we have 3 regular challenges here at THN
- It is the depth of winter, the days are cold, daylight hours are shortest and we leave the office in the dark!
- It is the end of financial year and we are usually manically busy
- We have our annual audit for ISO 20252:12
Of these “challenges” the annual audit is the easiest to deal with!
Back in 2009 THN was one of the very first agencies in Australia to be awarded the ISO 20252 accreditation and since then have successfully passed the annual audit. We are proud of our great track record and the working relationship it has had with the auditors over the years.
When we receive notification of our audit date we don’t go into panic mode and the stress level doesn’t rise. We have a very comprehensive set of procedures carried out on a regular basis for ensuring and maintaining the quality of our customer service, so when the yearly audit comes around everything is in place!
THN has a Quality Manager to ensure that we provide a consistent quality driven customer service to our clients, while adhering to AMSRS and AMSRO guidelines, including the Code of Professional Behaviour and The Privacy (Market and Social Research) Code.
So, What Does Quality Accreditation Mean for our Clients?
In the words of the auditor of our 2017 audit:
“Service provision, including customer focus is well implemented”.
How does THN achieve this?
- Quality assured systems are in place to minimise risk to the client project
- Efficiency and productivity is enhanced by well-established internal processes including an audit at the conclusion of each project
- Client communication and feedback is a major focus at all times
- Ongoing panel management processes support quality control of respondents
- THN staff have a culture of professionalism, pride in their work and desire to achieve quality results for clients
- Respondent privacy requirements are fully implemented and advised to our clients
- New employees are all inducted into the quality system and undergo an extensive training period
- By dealing with a quality accredited supplier it confirms our clients’ commitment to quality assured processes internationally
For any enquiries regarding the THN IS 20252 Quality Accreditation or Quality processes please contact our Quality Manager Fiona Geddes – Fiona@thn.com.au
