Quality Management Statement

ROCC recognises that delivering to high quality standards and constant review and improvement has been crucial to the success of the business over its 30 years of experience and also to its continuing success in the future. Recognition of this can be evidenced through the Investors in People award received in March 2006 and re-accredited in March 2009. The Investors in People award is a national initiative aimed at encouraging excellence in approaches to human resources management and enhanced organisational performance.

Furthermore, ROCC:

Maintains and improves the quality of the services we deliver through consistent monitoring and evaluation of all the work we carry out.
Ensures the quality of our courses by learning from attendees and commissioners, through Evaluation Forms and direct feedback, how they feel about the experience of learning with us. We do this after every course whether delivered by ROCC staff or by our carefully selected external training consultants
Continuously updates both the range and content of our courses to ensure we are delivering high quality, accurate and relevant information to attendees
Partners with those who contract with us to provide them with the quality of service they expect, and review this regularly to ensure it is at least achieved, if not exceeded
Works with those we contract to ensure they learn and understand our principles on quality
Encourages staff to learn and develop to ensure that they have the highest quality skills that they can then utilise to help our customers – We have achieved recognition as an Investor in People and have recently been re-accredited, achieving level 3 in three of the key areas. This is supported through a comprehensive system of induction, supervision and appraisals
Studies best practice examples and our competitors to learn how we can constantly maintain high quality levels, improve our processes and increase the efficient use of our time and resources.
Carries out comprehensive customer satisfaction surveys which review current performance and future development and establish what our members like about us, where we can improve and their view of our quality standards, and we address any changes promptly
We monitor review and update our knowledge of local, regional and national legislation, policies and initiatives to learn where there are opportunities for growth and new products
ROCC has in place its own network of policies and procedures that cover all aspects of its work and comply with the Data Protection Act and other current legislation. These are reviewed on a rolling basis by specialists and updated as necessary.
All staff and Board members are involved in reviewing the risk management plan for the organisation on a constant basis and kept informed of any changes made via regular (weekly) team meetings and (monthly) Board meetings
Our Board Members, formed of representatives from our membership organisations, guide us in our learning of the areas we focus on and how to improve and deliver high quality and innovative products through sound business planning procedures
ROCC works with all levels of the organisation in the development of its business plan. We take into account the views of staff, senior management and the Board to ensure we remain focussed in current and future development
Potential new work and products, including training courses, consultancy and other work are assessed through both financial and feasibility evaluations to ensure we can provide these to the levels of quality expected within given budgetary and time scale parameters