We are committed to continuous improvement and have established a Quality Management System which provides a framework for continuously measuring and improving quality performance throughout our organisation. This is supported through the following policies and procedures in place to support us in our quality goals and to align with our quality system:

• Regular gathering and monitoring of customer feedback
• A strict corrective and preventative action procedure
• Selection and performance monitoring of the entire supply chain
• Continuous training and development of employees
• Regular quality audits of our internal processes
• Measurable quality objectives which reflect our business aims
• Management reviews of audit results, customer feedback and complaints

Our internal procedures are reviewed regularly and are held in a Quality Manual which forms part of the induction to all consultants and associates and is available for reference at all times.

Management has ultimate responsibility for Quality, but we ensure all consultants and external associates understand their responsibilities within their own areas of work to help ensure that Quality is embedded within the whole company and the services we provide.

The policy review date is August 2024.

• We will take the time to thoroughly understand each client’s unique needs, objectives and priorities at the outset.
• Our consultants will tailor proposals and solutions to deliver maximum value and impact for every client.
• We will maintain open, proactive communication throughout engagements to ensure clients are completely satisfied.
• After each engagement, we will gather candid feedback through surveys and interviews to identify opportunities to improve our services.
• Client feedback will be regularly reviewed by management and changes implemented to enhance the client experience.

• We will stay abreast of trends, developments and challenges in our core sectors through ongoing learning and development.
• Our bid processes, methodologies and tools will be continuously enhanced to incorporate best practices.
• We will recruit outstanding consultants with the skills, credentials and experience to deliver service excellence.
• Our people will receive regular training and mentoring to expand their capabilities and sector expertise.
• We will invest in proprietary knowledge management systems to capture and share know-how across our team.

• All work products will undergo rigorous peer reviews to verify compliance with our stringent quality standards before client delivery.
• We will conduct regular internal audits to evaluate adherence to established protocols and identify areas for improvement.
• Key quality performance indicators will be tracked, analysed and reviewed at monthly management meetings.
• Any deficiencies uncovered will result in swift corrective actions to restore and enhance quality.

• We will respond to all client inquiries promptly, aiming to make first contact within 8 business hours.
• Our teams will provide rapid turnaround on bidding deliverables to successfully meet tight deadlines.
• We will scale our capacity flexibly through our network of qualified associates to handle fluctuating workloads.
• Clients will receive regular updates on progress, issues arising and mitigation strategies.

• We will conduct business with honesty, integrity and the highest professional standards.
• Client confidentiality, intellectual property and binding agreements will be respected at all times.
• Any potential conflicts of interest will be disclosed upfront and avoided.
• We will comply with all applicable laws, regulations and industry standards.

• Specific quality objectives will be set annually, and performance regularly measured against goals.
• Process reviews will identify opportunities to streamline and enhance our end-to-end delivery.
• We will invest steadily in technology, resources and training to raise our capabilities.
• Employees at all levels will actively participate in our culture of quality excellence.

Ultimate responsibility for quality rests with our Managing Director. Our management team will oversee regular monitoring, audits and reviews to ensure this policy is implemented across every aspect of our business. Adherence to this policy will enable us to achieve our mission of delivering unmatched value to clients throughout every aspect of our consulting services.