Quality Assurance Policy
A management approach for defining requirements, checking outputs, recording evidence and continuously improving service performance.
View all policies↗What this policy is designed to do.
To make quality a controlled operational process rather than a final inspection activity, using defined requirements, competent people, documented checks and corrective action.
Who it applies to: All service lines, projects, suppliers and operational teams where quality requirements affect client outcomes.
The standards we expect in practice.
These principles guide decisions, conduct and day-to-day execution across the relevant parts of our business.
Understand client requirements before work begins and confirm significant changes in writing.
Use documented procedures, checklists and acceptance criteria proportionate to the work.
Inspect or verify critical goods and services before acceptance or handover.
Record non-conformities and address root causes rather than repeatedly treating symptoms.
Use performance data and client feedback to improve systems over time.
Controls that turn policy into evidence.
Controls are scaled to the nature, value and risk of the activity rather than treated as a one-size-fits-all checklist.
Quality plans or service-specific checklists for material projects.
Receiving inspections and verification of quantities, specifications and condition.
Document control and evidence retention for client and audit review.
Corrective and preventive action for significant or recurring issues.
Periodic management review of performance trends and improvement priorities.
Clear ownership matters.
Project managers define acceptance criteria and quality evidence.
Operational teams perform checks and report non-conformities promptly.
Procurement ensures suppliers understand material specifications.
Management reviews recurring quality risks and resourcing needs.
Policies that work together.
Governance controls overlap by design. These related policies provide additional context for this topic.