Quality Management Policies and Procedures


High Calibre Consultancy is committed to quality and has determined to adopt a quality management system to help improve overall performance and provide a sound basis for sustainable development initiatives.

The aims of this quality management system are:

a.) the ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements;

b.) facilitating opportunities to enhance customer satisfaction;

c.) addressing risks and opportunities associated with their context and objectives;

d.) the ability to demonstrate conformity to specified quality management system requirements.

The quality management system is built upon the principles of customer focus, leadership, engagement of people, process approach, improvement, evidence-based decision making and relationship management.

The standard of this quality management system is to exceed ISO (the International Organization for Standardization) 9001:2015.

Work procedures to deliver the outcomes of the quality management aims and principles will be contained in relevant Procedures documents.

The quality management system will be integrated with the safety management system as a part of an overall Integrated Management System.

This Integrated Management System will be housed on the digital framework accessible across all digital devices.



These procedures have been developed within the framework of the principles outlined in the Quality Management policy.


Customer Focus: The provision of quality products and services to meet the needs and expectations of customers is the principle driving force of High Calibre Consultancy.

Quality customer focus will be achieved by:

  • Continually understanding the customer’s needs through active listening and applicable research through all phases of the relationship
  • Always being conscious of the inclusion of the customer in all phases of the Plan-Do-Check-Act cycle
  • Communicating effectively with customers



Leadership is causing others to take action so at some point everyone is a leader. The model of leadership for High Calibre Consultancy is service or servant leadership. Within this context the appropriate leadership style is to be employed when the need arises. The leadership styles are Participative; Authoritative; Free Reign.

Quality leadership will be achieved by:

  • Instruction, training and/or assessment in these leadership styles provided by High Calibre Consultancy
  • The commitment of management to practise and model leadership recognising that socialisation will happen and to trust in this as the most effective form of professional development.


Engagement of People:

High Calibre Consultancy recognise that the people are the quality management system and everything else is either the framework of that system or the results of that system. So within this context people are of utmost importance.

Quality engagement of people will be achieved by:

  • Recognising that all people are born equal and have equal value and we are all on different stages of the same journey of life
  • We accept people for who they are not who they should be
  • We all know and trust that we are accepted for who we are not who we should be


Process Approach:

The process approach is to be used when developing, implementing and improving the effectiveness of the quality management system, enhancing customer satisfaction by meeting customer requirements.

This process approach involves the systematic definition and management of processes, and their interactions, so as to achieve the intended results in accordance with the quality policy and strategic direction of High Calibre Consultancy.


Quality process approach will be achieved by:

  • Using the diagram below as a guide to and understanding the quality management framework
  • Applying the Plan-Do-Check-Act cycle to all processes and to the quality management system as a whole.

Plan – establish the objectives of the system and its processes, the resources needed to deliver results in accordance with customer’s requirements and High Calibre Consultancy’s policies, identify and address risks and opportunities.

Do – implement what was planned.

Check – monitor and where applicable measure processes and the resulting products and services against policies, objectives and planned activities. Report the results.

Act – take actions to improve performance where necessary.

  • Recognising that risk based thinking is essential for achieving an effective quality management system and being committed to the risk management approach. Risk is the effect of uncertainty therefore knowledge, understanding and experience need to be employed to manage all types of risk. Addressing both risks and opportunities establishes a basis for increasing the effectiveness of the quality management system, achieving improved results and preventing negative effects.
  • Aligning risk management to ISO 3001:2009 Risk Management Standards.
  1. Avoiding the risk by deciding not to start or continue with the activity that gives rise to the risk
  2. Accepting or increasing the risk to pursue an opportunity
  3. Removing the risk source
  4. Changing the likelihood
  5. Changing the consequences
  6. Sharing the risk with another party or parties (including contracts and risk financing)
  7. Retaining the risk by informed decision



High Calibre Consultancy recognize that the quality management system will improve overall performance with improvement being an important component of the process approach.


Quality improvement will be achieved by:

  • Implementing the Check and Act components of the Plan-Do-Check-Act cycle.

Check – monitor and where applicable measure processes and the resulting products and services against policies, objectives and planned activities. Report the results.

Act – take actions to improve performance where necessary with these actions recorded in the MSM Improvement project and the Continuous Improvement Action Plan which in turn is uploaded on to the MSM Improvement project.

Evidence-based Decision Making:

Evidence-based decision making is making decisions and creating organizational practises that are informed by analysing the best available data. The formal processes of evidence based decision making require managers and other decision makers to be disciplined and organized in their decision-making process. The degree of structure in collecting and analysing data helps create a working environment that balances facts, intuition and guess work.


Quality evidence-based decision making will be achieved by:

  • Giving all people the skills, confidence and the freedom to do quality work
  • Designing job roles to meet overall production needs, with clear performance based job descriptions including expected skill level requirements using the digital framework and performance management application
  • Instruction, training and/or competency assessment for all people in High Calibre Consultancy so that they have the required skills for their job role


Relationship Management:

Because the people of the company are the quality management system, the well-being of the company community is paramount in the delivery of the quality products and services to our customers. This community will involve anyone who has any contact for any reason over any period of time with High Calibre Consultancy.


Quality relationship management will be achieved by:

  • Continually striving for quality within the other six principles while developing receptiveness to the “dance” that is going on around us, growing in wisdom to find peace, harmony and balance in the High Calibre Consultancy community.



Steve Greentree
Managing Director

31st July, 2017