AMITA - Service Policy

THE SERVICE POLICY

CONTENTS

Introduction
Quality Service Statement
Service Commitments
The Nature of Our Business
Our Client Service Model
Responsibilities Regarding Service Policy

INTRODUCTION

The purpose of this document is to focus the expertise, enthusiasm and desire for quality of each member of our team.

Quality service to clients has come to mean service that is fast, focused, flexible and friendly. Providers of services everywhere face the challenge of adapting to these requirements that emphasize a clear orientation on clients and results.

AMITA will concentrate on the basics of our business: a refined software development methodology, proper testing techniques, the latest technology, etc. The purpose of this policy is to help us achieve this goal.

QUALITY SERVICE STATEMENT

AMITA's aim is to help clients increase their effectiveness by providing them with practical solutions today.

SERVICE COMMITMENTS

All of us at AMITA are committed to providing our clients with quality service. Reaching this goal requires that each of us participate in the process of continuous improvement.

AMITA'S SERVICE POLICY

What we provide our clients meets these standards:

PRACTICAL

Simple, cost-effective, usable and brings the client immediate benefit.

ADDS VALUE

AMITA adds value by mobilizing client capabilities and mobilizing existing resources.

FITS IN WITH THE CLIENT'S OVERALL STRATEGY

The goals of our management philosophy are client satisfaction, a focus on results, employee and team empowerment, and continuous improvement by providing more value with our services.

OUR COMMITMENT TO QUALITY

KNOWLEDGABLE

To be accountable to clients for our knowledge, understanding and commitment to this Service Policy.
To learn and implement leading edge technology that improves AMITA’s skills and ability to improve the services offered to its clients.

BE RECEPTIVE

To be receptive to and actively seek client suggestions for improving service.
To respond to and support our colleagues' suggestions for improving service.
To use the customer-service feedback mechanism and other means to find out the level of service we are providing to our customers.

SUPPORT

To support and adapt to ongoing changes in the market and our clients’ organization.
To encourage innovation and continuous improvement.

THINK

To regularly review our approach to ensure that AMITA continues to meet our goals, operate efficiently and produce high quality products and services.
To add value to our customer’s goals through careful construction of solutions.

SHARE

To collaborate and share information and knowledge with colleagues, and to act as a coach and facilitator.

ACT

To continually improve AMITA’s processes and to inspire quality service by example.
To be systematic in our approach.
To be well-informed about the assignment.
To be reliable in our conduct.
To be responsive to customer and peer needs.
To be highly skilled in our disciplines.
To be highly effective in the application of our disciplines.
To deliver services on time and on budget according to contracted requirements.

THE NATURE OF OUR BUSINESS

OUR CORE COMPETENCY

AMITA produces practical information management solutions through business systems integration, computing infrastructure support, and project management. Specifically, AMITA’s core competencies are:

Application design, development and maintenance
Project management

OUR MANAGEMENT APPROACH

AMITA brings strategy and technology together to produce information management solutions for its clients. A systematic approach to management combines with a disciplined software development methodology and the right resources to support the delivery of reliable solutions that help achieve our client’s goals. AMITA is one of only a few Canadian IT organizations whose management and software development approach is registered to the ISO 9001 quality standard. In fact, in December 2000, AMITA received international recognition when it became the first organization in North America to be registered to ISO 9001:2000. The substantially revised quality standard focuses on defined requirements, process measures and customer satisfaction. While others struggle to upgrade, AMITA's advanced software development and servicing methodologies once again prove AMITA to be a quality leader.

THE VALUES BY WHICH WE MAKE DECISIONS

Is it what the customer needs and wants?
Does it provide effective, efficient and high-quality service to our clients?
Is it profitable?
Does it promote the dignity of our peers?
Is it the appropriate technology?

OUR CLIENT-SERVICE

AMITA delivers high quality services. Our customers determine the quality of our services.

Service is delivered through these steps:

Establish agreement with the customer on what can be done, and assume the accountability for getting it done
Confirm requirements and expectations with customer
Deliver services that meet or exceed our customers’ requirements and expectations
Track our customers’ satisfaction with the services delivered
Solicit and listen to customer feedback
Continuously improve the quality of our services with an emphasis on flexibility, affordability and client expectations

RESPONSIBILITIES REGARDING SERVICE POLICY

The responsibilities and authorities for this Service Policy are as follows:

All AMITA personnel are responsible for knowing and understanding this Service Policy, analyzing their jobs in light of it, and putting the spirit of it into practice in activities that affect service to clients.
All AMITA personnel are responsible for regularly reviewing the way their area of responsibility provides service to clients, for gaining feedback from staff and clients, and for continuously verifying the quality of their service in the light of suggestions.
All AMITA personnel are responsible for ensuring that customer complaints are addressed in a timely manner.
AMITA Management is responsible for actively seeking suggestions for improvement, giving consideration to these suggestions and providing the resources needed to implement the appropriate changes. The Quality Manager is to be notified about changes that may impact existing processes.
The Quality Manager, in conjunction with senior management, is responsible for developing this Service Policy, for changes to it and for assigning authority and resources for its implementation.
AMITA Management is responsible for continuously reviewing the Service Policy to verify its appropriateness.