Quality Assurance
Robin King & Associates is committed to:
- Deliver services whose performance quality is judged by our customers to be among the leaders in the industry
- Continuous development and improvement of Human Resources, technical expertise and services performance with excellence being the ultimate goal.
- Doing the right thing, the right way, the first time and on time.
Our Goal
Our goal is to provide the proper environment in which service quality meets contractual obligations with our customers, and fulfils the intended functions of our service to satisfy customer requirements.
All employees of RKA will perform exactly to the requirements of this policy, or officially adjust the requirements to what they and the customer really need. The company will provide the necessary resources to enable all employees to deliver the required degree of quality in each and every aspect of our service provision.
Our Responsibilities
RKA Management will:
- Consult and co-operate with clients to ensure requirements are understood and to establish an effective quality management program of all services provided.
- Set appropriate organizational or company goals and objectives for achieving our quality target.
- Regularly review our quality procedures to ensure current relevance and effectiveness.
- Provide full training in all aspects of quality, services delivery and ensure clear understanding by all RKA personnel of both company and client requirements.
Employees will:
- Ensure they understand and are conversant with all aspects of the RKA Quality Assurance Policy and Quality Plan.
- Seek to continuously improve the quality of their service performance by cooperating with RKA Management and participating in training programs, seminars and quality review meetings, where required.
- Ensure customer requirements are met or exceeded and fulfill quality monitoring tasks in co-operation with RKA Quality Assurance Manager.
The Quality Assurance Process is carried out by either the Accounts Manager or the Quality Assurance Manager; Tony Swenneker.
The Process includes:
- Quality inspections which includes a written report.
- Follow-up inspections if required after any remedial work is carried out.
- Meeting with supervisors and cleaners to advise outcome of inspection.
- Advise supervisor and cleaner of any remedial work required and the date for remedial work to be carried out by.
- Check cleaner’s cupboard – tidy cupboard = tidy cleaner.
- Arrange three-monthly meeting with supervisor and client.
- Carry out training of induction of cleaners.
- Hands-on representative – will work with the cleaner if re-training is required.