Operations Manager, Andrew Kilgour
We have a Quality Management System which helps us facilitate business and quality planning, ensures operational control, maximizes efficiency, proceduralises quality through each phase of a recruitment project lifecycle and forms the basis of an internal common language and quality standards with our clients.
We have developed our own proformas and documentation and invest heavily to inform, instruct and train our consultants on how to use and where to access. We have a customer built CRM (built on the Salesforce platform) which contains an intranet for consultants to access relevant documentation and policies / procedures. Within this CRM we have built a number of workflows so that consultants cannot progress to the next stages without the required information & task being completed. We have also built in relevant automated approval flows so that team leaders and management can review the quality of work before it is submitted.
This level of transparency and standardisation helps us ensure we agree expectations and ideal outcomes with our clients, follow best practice processes and incorporate the key principals of project management. We conduct client satisfaction surveys (such as net promoter scores) and combined with our QMS this enables us to foster an attitude of continuous improvement.
We follow trends and developments within recruitment and executive search and invest in our own research and development to ensure our clients are constantly receiving high quality and value added service which is at the very least industry best practice
AustCorp is not currently 1S09001 certified however we are currently undergoing a QMS development program with a recognised ISO certification consulting firmwww.groweq.com.auGrowEQ have been engaged on a national level by organisations such as Goodman Fielder and Schneider Electric. We would then seek certification from Lloyds Register Quality Assurance in late 2015.
We also perform random system audits and log any non-conformities