Quality management begins at the first meeting with a new client. A service proposal is prepared and on acceptance, a service level agreement (SLA) is drawn up.

The SLA, together with our internal quality procedures is used to manage and measure ongoing service levels. Elements of the SLA include weekly client meetings, monthly service assessments and quarterly audits. In addition, an annual risk assessment is conducted and presented to the client.

The client’s involvement in this process is seen as crucial in ensuring that individual service level expectations are achieved and maintained.