1. Quality assurance
1.1 MAAHI Language Solution has a systematic approach to assuring quality in all aspects of the services it provides – in audit services, consulting and recruitment services; and training and assessment resource development.
1.2 The following mechanisms are in place to ensure quality within MAAHI Language Solution:
A quality management system including documented policies, procedures, systems and plans on which all staff are trained. An online management system that ensures projects, tasks, documents and other records can be managed systematically and records can be accessed as required. Processes to ensure feedback is collected from a wide range of stakeholders on a regular basis. Feedback is collated and analysed to measure performance and identify areas for improvement. Quality review processes that occur systematically upon the completion of a service, project or specific task to ensure the quality standards of the service have been met.
2. Feedback and continuous improvement
2.1 MAAHI Language Solution strives for excellence and considers continuous improvement processes integral to its ongoing success. The organisation considers all business outcomes and processes to be an opportunity to learn, reflect and improve.
2.2 Self-reflection and evaluation play a key role in the organisation’s quality assurance system and all staff and contractors are encouraged to regularly reflect, evaluate performance and make recommendations for improvement.
2.3 Clients and stakeholders are invited to provide their feedback on any aspect of the organisation’s products and/or services at any time. Feedback can be provided in person, over the phone or in writing.
2.4 MAAHI Language Solution collects formal and informal feedback in several ways and uses findings to gauge performance and identify opportunities for improvement. Evaluation surveys about a client’s experience with the services provided by Dr. S during or upon completion of a project or engagement
• Feedback provided informally through written or verbal correspondence
• Evaluation surveys completed at the end of an audit
• Feedback and testimonial comments provided in response to an audit report
• Evaluation surveys completed in relation to our training and assessment
products and resources.
2.5 MLS’s proprietor Dr.S will consider all feedback and recommendations for improvement made by any stakeholder. Recommendations, or an alternative strategy for improving the business area, will be implemented if the improvement is considered viable and where the recommendation is considered to be an improvement to current practices or outcomes.
2.6 A detailed register of the organisation’s suggestions, plans and achievements in relation to continuous improvement is maintained in Feedback System.
3. Staff participation
3.1 Feedback provided by staff plays an integral role in organisational self- assessment and performance evaluation.
3.2 Staff and contractors are expected to provide their own feedback to the organisation on a regular basis so that their experiences can provide input to the outcomes and performance of MAAHI Language solution.
3.3 Staff are able to pass on their feedback through the MLS Feedback System, or in writing to administration or management team.