Quality Management Policy

Audentes Fortuna is committed to delivering exceptional quality in all our security and cleaning services. This policy outlines our approach to quality management and continuous improvement.

Quality Objectives

Our quality objectives include:

• Delivering services that exceed client expectations
• Maintaining 99% client satisfaction rating
• Reducing service delivery time by 20%
• Achieving zero critical incidents
• Maintaining 100% compliance with industry standards
• Continuous improvement of our processes and services

Quality Management System

We operate a comprehensive Quality Management System (QMS) based on:

• ISO 9001:2015: Quality management systems requirements
• ISO 14001:2015: Environmental management systems
• OHSAS 18001: Occupational health and safety management
• BS 7858: Security screening of personnel
• SIA Licensing: Security Industry Authority requirements

Quality Principles

Our quality management is based on the following principles:

• Customer Focus: Understanding and meeting client needs
• Leadership: Strong leadership commitment to quality
• Engagement of People: Involving all staff in quality improvement
• Process Approach: Managing activities as processes
• Improvement: Continual improvement of our services
• Evidence-Based Decision Making: Using data to make informed decisions
• Relationship Management: Managing relationships with stakeholders

Service Quality Standards

We maintain high standards across all our services:

• Security Services: SIA-licensed officers, regular training, 24/7 monitoring
• CCTV Operations: High-definition cameras, real-time monitoring, incident response
• Cleaning Services: Eco-friendly products, trained staff, quality assurance
• Front of House: Professional appearance, customer service excellence
• Site Welfare: Safe working conditions, welfare facilities, compliance

Quality Assurance Processes

Our quality assurance includes:

• Pre-Service Checks: Equipment, personnel, and site assessments
• Service Delivery Monitoring: Real-time quality checks and feedback
• Post-Service Reviews: Client feedback and service evaluation
• Regular Audits: Internal and external quality audits
• Performance Metrics: KPIs and quality indicators

Training and Development

We invest in continuous training and development:

• Initial Training: Comprehensive induction programs
• Ongoing Development: Regular refresher training and updates
• Specialized Training: Industry-specific certifications and skills
• Management Development: Leadership and management training
• Quality Training: Quality management and improvement techniques

Performance Monitoring

We monitor performance through:

• Client Satisfaction Surveys: Regular feedback collection
• Service Level Agreements: Performance against agreed standards
• Incident Reporting: Tracking and analysis of incidents
• Quality Metrics: Key performance indicators and targets
• Benchmarking: Comparison with industry standards

Continuous Improvement

We are committed to continuous improvement through:

• Regular Reviews: Monthly quality reviews and assessments
• Client Feedback: Incorporating client suggestions and requirements
• Technology Updates: Adopting new technologies and methods
• Process Optimization: Streamlining and improving processes
• Innovation: Developing new services and solutions

Compliance and Certification

We maintain compliance with:

• Industry Standards: SIA, BS 7858, and other relevant standards
• Legal Requirements: Health and safety, employment law, data protection
• Client Requirements: Specific client standards and procedures
• Certification Bodies: Regular audits and certification renewals

Quality Documentation

We maintain comprehensive quality documentation:

• Quality Manual: Overall quality management system
• Procedures: Detailed procedures for all processes
• Work Instructions: Step-by-step instructions for tasks
• Records: Quality records and documentation
• Forms: Standardized forms and templates

Management Review

Our management team conducts regular reviews of:

• Quality objectives and performance
• Client feedback and satisfaction
• Internal and external audit results
• Corrective and preventive actions
• Resource requirements and improvements

Contact Information

For quality-related inquiries or feedback:

• Quality Manager: quality@audentesfortuna.co.uk
• Email: info@audentesfortuna.co.uk
• Phone: +44 20 XXXX XXXX
• Address: London, United Kingdom