Quality Assurance Policy

We will continue to measure, examine, and review the effectiveness of our quality management system by, among other things, actively seeking feedback from our clients. Key performance indicators which we use to monitor the quality of our services are:

• Creativity
• Value for money
• Met defined expectations — on time, on budget
• Responsiveness and turnaround time

Create and Internalize the Brief

We will respond to each client’s inquiry with a document that summarizes:

1. The client’s needs and expectations.
2. Project targets based on client expectations, including estimated costs and suggested timetable. Where any aspect of the process cannot be estimated with accuracy, we will aim to provide minimum and maximum parameters.
3. Details of any potential risks to the project. We will strive to recommend solutions to any problems.

Take a Rigorous Approach

• We will maintain records of the project brief, our written proposal document, or quote, and all other relevant documents.
• We will be accountable to our clients for each step taken in the project.
• We will always do our best to maximize value to the client.
• We will strive to ensure our records are always up-to-date and accurate.
• We will allocate sufficient resources to each project to ensure high-quality service. At all times, at least two team members will be familiar with each project. All current work always will be accessible to other team members in a logical place in the folder structure on Treatment’s Google Drive. Each team member should remain up-to-date on the status of a project and able to take over in the event of another member’s absence.

Check It

Each complete project will be assessed by referencing any relevant checklists and the project brief before the project is delivered to the client.

For projects where most of the production work is done by a single person, a different person will be appointed to review the work with reference to the brief and relevant QA checklists.

The Executive Team is responsible for providing adequate training on these procedures.

Check In

Each client will always be allocated a principal point of contact for a given project. If complaints arise in connection with our services, they may be escalated to the Executive Team.

If based on further research and thinking, additional opportunities and associated costs arise, we will be in close communication to ensure that the client is always aware of our current thoughts and recommendations and any associated cost implications.

Follow Up

Following the completion of a project, we will send out satisfaction surveys

1. Within 30 days
2. After 3 months
3. After 6 month

We will follow up on any answers that could increase our understanding and improve our processes.

Improve Continuously

If, after a product has made it through our QA process, any defect or oversight is discovered (whether organically or via follow up surveys), that defect will be noted and the relevant checklists will be updated. The project manager will be responsible for following up on surveys and consulting with the team on amending the checklists.

Each project will also conclude with a sunset meeting to discuss how we’ve delivered on our four metrics.

• Creativity
• Value for money
• Met defined expectations — on time, on budget
• Responsiveness and turnaround time

We will use these meetings as an opportunity to suggest process adjustments for future projects and present those to the team. The project manager will be responsible for presenting and implementing those changes moving forward.

Be Transparent

This policy is shared publicly on our website.