1. Customer service policy
Without customers, your business would never survive. Catering to your customers’ needs is therefore essential to maintain your business health. Factors that should be considered in a customer quality policy include returns, support turnaround times, order turnaround times, delivery guidelines, complaints guidelines and anything else that will help you provide the best possible service to your valued customers.
2. Customer credit policy
You will also need a policy that outlines customer credit and accounts. This will help you prevent bigger issues such as non-payment or defaulted accounts in the long term and can also help streamline the invoicing and billing process. Elements to include in this policy include credit and payment terms, criteria on debt collection and information requirements for new customer accounts.
3. Ethics and conduct policy
Your customers demand to be treated ethically, fairly and properly, which means that ethics, conduct, privacy and security are very important. You will need a policy that clearly outlines your standpoint on ethical conduct, website privacy and security within the organisation when it comes to data and customer safety.
4. Employment policies
Then there are the policies that govern your employees. These help to address concerns from both management and employees. Typically, such policies could include work hours, termination, conduct, performance reviews, promotions and bonuses, sick days, leave and any other important information found in an employee handbook. These go a long way in boosting your quality management system, through clearer expectations set for employees.
5. Non-discrimination policies
Another vital aspect to address is discrimination in the workplace. What measures are in place for any employee dealing with sexual harassment, racism, age bias, cultural bias, disability, pregnancy and any other diversity? This policy is typically split into harassment and discrimination policies, with clear indication on how issues are resolved. In the final installment of our guide to quality management policies, we will explore additional policies that will help your business grow.