Policies & ProceduresAchieving customer satisfaction is vital for businesses and wider service organizations. Good customer service can lead to customer retention, loyalty and competitive edge.Quality management is a continual process that doesn't just happen but evolves over time and with experience. Organizations can help secure their future by committing to a process of continual improvement and introducing a quality management system (QMS) such as ISO 9001, or by developing an organization’s own Total Quality Management System (TQMS).Management systems are developed around a three tier system, a quality policy manual, quality procedures manual which reflect the organizations own processes and staff handbook/work instructions.