TMO SERVICE POLICY
MISSION STATEMENT:
To be leaders in psychometric assessment for career development, by providing to assessment professionals materials, skills and services which lead the field in terms of effectiveness, fairness and value. To ensure that those using our assessments and services acquire an increase in their self awareness, which can help them make more informed decisions about their future.
OBJECTIVES:
- To continue to deliver quality products, checked against feedback and evaluation surveys.
- To adapt current products and to develop new products that reflect the needs of customers in a changing guidance environment.
- To ensure that those who administer our testing services are trained to an appropriate standard.
- To ensure our customers and clients have access to support to enable them to get the best from using our products
- To extend the access to TMO systems through assessment innovation and increased integration between the provision of information, guidance and advice.
IMPLEMENTATION:
Accessibility:
- Fairness: TMO products aim to be fair with regard to such aspects as social, gender, race and age.
- Web access: TMO websites are developed to be appropriate to the target audience with respect to reading, age, format, etc.
- Browser accessibility: Our websites are developed to W3C standards.
Accuracy:
Information Resources:
Information includes general and occupational information; useful contact and professional organisation addresses; further information resource listings; course listings.
- General reference, occupational information, contact and organisation addresses, resource listings are checked and reviewed annually.
- Course listings are updated annually and maintained as appropriate.
- Comply with equal opportunities, with regard to discrimination on grounds of sex, race, age, disability.
- Ensure that all information is objective.
- With regard to further sources of information – no more than 3 years old and, in exceptional circumstances, up to 5 years old with a ‘health warning’ displayed.
- Addresses are checked to confirm that details are correct – name, address, telephone, email and web address. In addition, they are checked for suitability in the case of general reference contact and relevance with regard to occupational information.
- Information that is bought in will be covered by this Policy Document, and TMO reserves the right not to display information that does not meet its requirements.
Security:
- All personal data is held in accordance with our entry in the Data Protection register.
- Data is backed-up to avoid loss in case of disaster.
- Information is stored securely.
CUSTOMER CHARTER/SERVICE LEVEL AGREEMENTS (SLA):
- TMO products and services are designed to assist those accessing them to acquire an increase in their self awareness and the facility to help them make more informed decisions about their future.
- Candidate data will be held for a maximum of 10 years. This will vary by product.
- Access to support: The majority of queries will be resolved within 24 hours and in any event all queries will be acknowledged within 2 working days and resolved as soon as practically possible.
- Maximum turn-round times for assessment reports: School guidance - 10 working days, Adults guidance - 5 working days and for commercial customers - 2 working days.
- Quality: TMO works to the standard ISO9001, and we are surveyed by our Certificating body annually.
EVALUATION AND TESTING:
- Feedback is collected continuously, via the web, telephone, and periodic user surveys. This is used to improve our products and services.
- Testing: All product developments and changes are tested prior to implementation, in accordance to the product specification. Full systems checks are conducted after significant upgrades.
TMO QUALITY POLICY
The Morrisby Organisation is committed to offering a responsive, quality driven service, which gives full value to our customers, governed by the highest professional standards while ensuring profitability and a rewarding work environment.
The QMS is designed to ensure that all areas of the business are organised in the most efficient and effective way possible. Commercial and quality objectives are regularly appraised and records, including Management Reviews (See Section 6), and staff training records, are maintained.
Scope
The scope of our quality management system addresses all of our activities which are the design, development and supply of psychometric testing materials and systems. This includes both the production of paper based tests and reports, as well as a number of websites.
The nature of our business requires the Company to comply with various legal requirements, for example, The Data Protection Act.
The Quality Management System is designed to meet the requirements of ISO 9001:2008.
The Quality Managers and Internal Auditor are the senior members of the Quality Group. These three form the Quality Group, together with our MD, and Company Director.
The Managing Director and senior members of staff are committed to ensuring that the system is effective in achieving quality and satisfying customers, now and in the future. We will make every effort to continually review and improve our services, processes and quality management system. As part of this philosophy, we will set quality objectives across the whole organisation that will be measured and reported on.
ETHICAL SUPPLY OF MATERIALS
The Morrisby Organisation will only supply psychological test materials to registered users who have completed appropriate training. Following appropriate training, The Morrisby Organisation undertake to offer additional free support in the form of refresher training, and support by telephone and email. It is our policy not to supply materials to consultants who are operating outside their field of competence and/or the scope of the instruments supplied. The Morrisby Organisation also recognise and endorse the Code of Good Practice (in the use of psychological tests) as defined by the Psychological Testing Centre (PTC) of the British Psychological Society.