Introduction - Quality Manual

Introduction - Quality Manual

Shetland Islands Council Housing Procedures, or Quality Manual as it’s known internally, describes the way in which the Housing Service has established a Quality Management System to ensure quality in social housing.

The aim of the Quality Management System is to meet the needs of Housing customers and for the provision of services within Shetland Islands council. It covers the key activities carried out by housing and it is audited regularly.

In January 2010, the Housing Service was audited and was successful in reaching the revised standard of ISO 9001:2008 which is a new accreditation system and SIC Housing Service is one of the first organizations to achieve this. In order to achieve this certification, the Service must demonstrate a commitment to service quality and customer satisfaction, as well as continuously improving the quality management systems and integrating the realities of a changing world.

ISO 9001:2008 is based on eight quality management principles

• Customer focus;
• Leadership;
• Involvement of people;
• Process approach;
• System approach;
• Continual improvement;
• Fact-based decision making; and
• Mutually beneficial supplier relationships

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