QUALITY POLICY
Policy objectives
The goal of Accesa is to sustainably strengthen the success of our shareholder and clients through competitive IT solutions and services. Our Policy is a set of fundamental beliefs, norms, rules and values that are accepted as true and can be used as a basis for quality management.
Policy statement
The trust our shareholders, Managing Directors and clients place in our company and in the quality of our services depends largely on how our company implements the Quality Management System principles.
We believe in a world in which businesses use technology to have a meaningful impact on the way we live, work, and do business. We partner with our clients on this journey to envision and engineer the solutions that seamlessly integrate into their business and improve people’s lives.
For this, we are committed to meet the applicable statutory, regulatory and contractual requirements as well as customer-specific requirements and to continually improve the suitability, adequacy, and effectiveness of the Quality Management System.
This Policy is documented, implemented, maintained, and annually reviewed to ensure its continuing suitability, adequacy, and effectiveness.
Purpose
The purpose of this policy is to provide the basis for implementing a framework for establishing measurable quality objectives at relevant functions and levels within the Company. All internal company policies and other guidelines must be consistent with the Quality Management System Principles.
In this endeavor, the Company considers relevant internal and external issues, including climate change and related sustainability matters, when determining the context of the organization and the needs and expectations of interested parties.
Roles and responsibilities
In Accesa we adopted the Three Lines Model of Corporate Governance, a crucial element in effectively governing and managing the business, and in creating sustainable value through long-term business objectives. According to the model, the roles and responsibilities are clearly defined and shall be planned and carried out as follows:
Management Board
Management Board delegates authority and supervises management, and together with dedicated Committees as per the Internal Governance Model is responsible for management review as per dedicated Terms of Reference/ Internal Rules.
Main processes for management review of QMS are related to:
Strategy and Performance Management review processes (including cNPS, eNPS, and other business and strategic driven key results and KPIs) under the responsibility of the Strategy & Performance Management Function.
Projects Performance monitoring process under the responsibility of the Strategy & Performance Management Function.
Annual Budgeting process under the responsibility of the Strategy & Performance Management function.
Risk monitoring and reporting process under the responsibility of the Risk Function.
Management Board is also responsible for:
Overseeing the changes in external and internal environment that are relevant to the quality management system.
Periodical review of the performance and effectiveness of the quality management system.
The adequacy of resources.
The effectiveness of actions taken to address risks and opportunities for improvements by establishing various processes and responsible functions.
First line: Operational Management is responsible for:
The ongoing identification, assessment and management of (new) risks in day-to-day business.
Implementation of control activities to ensure company objectives are met.
Identification and escalation of process and control weakness.
Implementation of policies, processes and controls related to Quality Management system (QMS) and to ensure that their team members adhere to the Quality Policy
Second line: Risk and Control Functions are responsible for:
Establishment of a holistic risk and compliance framework.
Recording and assessing the overall risk situation and emerging risks.
Monitoring compliance with legal requirements.
Monitoring the appropriateness of processes and methods.
Coordination of reporting in the overall risk situation.
Third Line: Internal Audit Function is responsible to provide regular, independent monitoring and assessment of the appropriateness and effectiveness of the risk management governance and control processes.
Main principles
Quality Management Principles
The seven quality management principles, as defined by the ISO 9001:2015, are:
1 - Client focus
2 – Leadership
3 – Engagement of people
4 – Process approach
5 – Improvement
6 – Evidence-based decision making
7 – Relationship management
The Company's Quality Objectives
Understanding and meeting the needs and expectations of company stakeholders. Proving ourselves a trustworthy and competent partner to all the interested parties (shareholders, employees, clients, suppliers, governmental bodies etc.) is one of our main principles.
Increased client satisfaction – through the quality, complexity and accuracy of the solutions offered and the quality of the products and services provided.
Increasing the company's prestige and building an image of excellence – by proving itself as a trustworthy and competent partner for its clients through its services and products, ensuring client confidence in its ability to identify, prevent and treat any possible non-compliance of the services rendered, offering a professional interface with clients, and ensuring effective feedback.
Increasing the effectiveness and efficiency of internal activities – through proper planning, operational controls and ensuring a highly professional environment.
Continuous improvement of the quality of the services provided – by adequately involving and engaging all its relevant staff through performance evaluation, performance monitoring, internal audits, management reviews and stakeholder feedback
In order to ensure the operation and improvement of the QUALITY MANAGEMENT SYSTEM throughout the company, all employees have the obligation to apply the provisions set by the documents that define the quality management system. Also, all employees should respect our business principle that places the client at the center of all the activities of the company.
Risk Management
All significant risks related to quality management principles should be identified, documented, and managed in accordance with the Company’s Risk Management & Internal Controls Policy.
These risks should include all events related to the fulfillment of the quality objectives , that could:
have a financial impact on the Company;
trigger business disruption or reputational damage;
result in losses caused by inadequate or failed internal processes, people, and systems, or from external events.
Risk management principles shall be applied throughout the entire processes’ lifecycle.
Communication and Access of the Policy
This policy is communicated, understood, and applied across the Company, maintained as documented information, and may be accessed by the interested parties using the internal communication channels (e.g., intranet) or via the Company’s official website.
Closing Word
Management is committed to ensure the availability of resources (both material and human resources), time and personal involvement to develop, maintain and continuously improve the effectiveness of the QUALITY MANAGEMENT SYSTEM, in increasing the quality of its products/services and client satisfaction.
When you doubt any topic related to this Code, please seek advice from the Compliance Office (compliance@accesa.eu).