terptree is committed to providing its clients, suppliers and employees with the highest quality of service.

terptree is committed to the timely delivery of all our services ensuring we meet all requirements on time and within budget.

Quality assurance is demonstrated through feedback comments which are often volunteered by clients.

Where potential quality lapses arise terptree will provide suitable preventative and corrective measures.

The terptree team strives to meet and surpass your expectations through our efficient, personable and passionate approach to every project.

Commitment to Quality

terptree seeks to continuously improve the support and quality of service it provides to all clients. It strives, with staff commitment, to promote the highest quality standards of provision across its work. It is the policy of terptree that no employee, client or interpreter receives less favourable treatment on the grounds of sex, race, marital status, disability, age, sexual orientation or religion.

The director will maintain annual plans which:

• define policy related to the provision of products and services meeting customers needs and expectations
• identify regulatory or sector requirements which are to be met in the provision of products and services
• identify financial and activity performance targets and the maintenance of physical and human resources needed to achieve the targets
• identify minimum training requirements for people involved in management, customer contact, processing and verifying

Regular reviews of the plans will be undertaken by the director. Records of the reviews will be maintained. The reviews will compare results with targets to provide a basis for improving customer satisfaction, business success and management/process methods.

terptree aims to provide high quality services with highly trained Interpreters. As a business, terptree will look to grow organically and make profits, but these will not be at the expense of quality, the Deaf and hearing community, or any of our values.

Where responsibility of customers property is assumed, due care is to be taken to protect the property from damage or loss.

Staff and Employees

All people employed in the business will be provided with written contracts. Hours of work and remuneration are to be, as a minimum, in accordance with national and local requirements.

All employees will understand their responsibilities and how they should achieve the required results.

Working environment and processes

The director will provide a suitable and safe working environment. Equipment necessary for the production of products and services will be provided and properly maintained in accordance with regulatory requirements and the manufacturers instructions.

Regulatory requirements and instructions related to the operation of equipment are to be readily available to the relevant people. Persons using the equipment are to have had appropriate training.

Methods or processes will be in place to provide the customer with what the director and the customer expect.

Documentation

The director will be aware of and have access to the relevant regulatory documents. Documents given out to customers and other external parties will, as a minimum, contain all normal contact details.

Preventing and correcting service problems

Annual plans will consider the effect of any changes in business conditions, objectives or targets relating to customer satisfaction, the quality of processes and services. Appropriate actions necessary to prevent problems will be included in the plan.

Where a problem arises, action may be taken to rectify the problem and prevent recurrence. This action will depend on the seriousness of the problem and the risk to which the business is exposed.

Records

In addition to the annual plan, the director will assess what records need to be kept to minimise exposure to risk, for example contract documents, personnel records, etc. The director will decide on the period for which these records are held.