1- Purpose

The purpose of Change Zone’s Quality Management System is to establish, document, implement and maintain a quality management system for Change Zone, and continually improves its effectiveness, so that to exceed customer’s expectations.

Change Zone aims to establish and execute innovative customer-centric processes that continually drive customer delight, business growth, and positive change to relevant stakeholders and targeted market segments.

2- Quality Policy

 Change Zone’s strategic positioning focus on a number of values provided to Change Agents (targeted segments):

• Coaching in practice
• Change of attitude
• Convenience
• Change Agents communities of practice
• Customization
• Continual development
• Corporate social responsibility

The quality management systems aim to continually improve customer perceived and delivered value, and actively stimulate innovation in marketing and execution of strategy.

3- General Quality Goals for 2010 – Q 4

• Systemize the value-creation process that ensure consistent quality in programs

• Consolidate core competencies of Change Zone’s strategic positioning

• Establish measurement and focus improvement initiatives that drive excellence 

• Establish operational processes which are benchmarked against international chartered association like Chartered Quality Institute. 

4- Documented procedures for the quality management systems

To maintain the effectiveness of Change Zone’s quality management system:

• Conduct a regular quality management meeting to design, plan, and review and improve quality systems and Change Zone’s processes.

• Create and maintain a Quality Management Improvement Log, where suggestions and ideas are captured and maintained, in order to review and implement the ones which make improvement the quality systems in place.

• Create a quality management systems repository to maintain and access forms, policies, and processes specifications.

5- Interaction between the processes

6- Control of Documents

7- Responsibility and authority

Strategy Manager
1. Formulate growth and diversification strategies
2. Strategic themes including objectives, performance indicators, targets and initiatives
3. Review and improve Change Zone’s performance 

Operations Manager
1. Manage strategy execution
2. Manage the execution of strategic themes
3. Ensure resource availability
4. Financial accounting management
5. Facilitate and monitor operational processes

Customer Relationship Management
1. E-channels communication
2. Manage customer development cycle
3. Inquiry management 

Research & Development
1. Develop and improve modules (templates, examples and case studies, etc.)
2. Design new change programs
3. Programs innovative design process

Coaching Projects Management
1. Manage coaching projects for corporate
2. Perform programs’ coaching activities
3. Corporate account management 

Quality Management Office
1. Manage quality management systems planning and execution
2. Audit the correct implementation of quality systems

8- Program Design Process 

Overview This process specifies the steps undertaken to create the design of a new program in response to developmental needs.

9- Program Management Process (realization processes)

10- CAPA Management Process (measuring analysis and improvement)

Overview

This process specifies the steps undertaken to process a Corrective/Preventive Action request, including - but not limited to – customer complaints, non-conformance-request, management review, or internal auditing

11- Internal Auditing Process

Overview

This process specifies the steps undertaken to conduct internal auditing and take CAPA actions.