Quality Assurance Plan
As a cornerstone of TDB's Quality Assurance plan, we have documented both a quality policy and stated quality objectives to differentiate us from our competition (see attached). To meet and or exceed both our quality policy and objectives we focus on excellent performance of five fundamental staffing categories: Recruitment, Screening, Competence, Orientation and Retention.
Recruitment-Recruiting the most qualified employee is a challenging process. TDB's unique method for recruiting and screening applicants is one of the many aspects of TDB that sets us apart from the competition.
Recruitment sources include personal referrals, job fairs, newspaper advertising, college placement offices and the Internet.
Screening-In order to assure the customer a perfect match, TDB has developed and implemented a thorough screening process.
Each applicant must have an appointment to assure punctuality. Everyone completes a detailed application and is given ample time to review several standard policy forms.
Once the applicant has successfully completed the packet, he or she is given a series of test appropriate for their background and the type of position they desire.
A staff member who has been professionally trained to use the interview as a tool to uncover any concealed information then conducts a private interview. It is our policy to hire only those with a proven record of stability.
Following the interview and prior to an offer, we conduct a background check and verify references. We also can perform drug screening and research criminal files as required.
Competence-Each applicant's qualification are verified by Human Resources and matched against the competence requirements of the position. HR maintains records supporting competence, awareness and training in personnel files. Please see TDB's attached procedure QP-1040- Competence, Awareness and Training that addresses how our company will ensure and verify that our employees are certified/licensed, how they will retain certification/licensing once they are employed and the continuing education of employees.
Orientation-TDB has initiated On-Site Partnering with key clients for employees placed at a large account. For these key clients TDB provides an orientation program designed specifically for that facility.
Retention-Because we offer benefits to our temporary employees, they are more likely to remain on their assignment to earn eligibility.
TDB QUALITY SYSTEM
TDB Communications has a Quality Management System (ISO 9000 compliant) This QMS is documented and communicated throughout the company. Department Managers, Supervisors and Client Service Managers are responsible for ensuring all employees understand the QMS. TDB's QMS is reviewed at least annually at one of our Management Review meetings to ensure it remains effective to the company's direction and customer needs.
TDB QUALITY POLICY
-- We, the employees of TDB Communications, make this personal commitment to identify and understand, through open communications, the individual and collective needs of our customers.
-- We pledge our united effort to meet or exceed our commitment to those expectations by delivering staffing services of the highest quality.
-- We will treat our communities, customers, suppliers and one another with respect. To ensure the pledge, we will monitor our commitments and performance as an ongoing activity, and strive for the continuous improvement of our Quality Management System.
TDB's QUALITY OBJECTIVES
TDB's quality management system (QMS) and sustaining processes and procedures support the Quality Policy and the company's profitability goals. Management understands and recognizes that an effective QMS will assist the company in meeting its customer needs/requirements through the on-time delivery of staffing service.
TDB has developed the following detailed and seamless written series of quality assurance and customer feedback mechanisms that have allowed us to implement continuous improvement of our service to our diverse client base—
- Quality Assurance Plan
- QualityQuality Improvement Process
- QualityCompetence Awareness Training
- QualityClear Problem Escalation and Customer Complaint procedures
- QualityStaff Replacement Plan
- QualityCorrective Action Plan
- QualityCustomer Satisfaction Surveys
- QualityPost-Service Follow-up Process
We have integrated these formal mechanisms into our daily operations and carefully listen to our clients in an effort to continually improve our already-high level of service and customer satisfaction.