Quality Policy

1. Our commitment

We build things properly, the first time, and we stand behind our work. Quality to us means three things: the work does what was agreed, the customer understands what they have, and it keeps working after we leave.

Our approach follows the principles of ISO 9001 (customer focus, process thinking, evidence-based decisions and continuous improvement), without claiming certification until we hold it.

2. Scope

All services Inforge delivers: managed services, consulting, development, integration, hosting and advisory.

3. How we deliver quality

1. Agree the outcome first. Every engagement starts with a clear, written scope: what’s included, what isn’t, and what “done” looks like.
2. Plan and estimate honestly. If we can’t estimate something with confidence, we say so and run a short discovery first.
3. Change control. Changes to customer systems are planned, recorded, approved where required, and have a way back.
4. Peer review. Significant designs, code and configuration changes are reviewed by a second person before they go live. Where we are too small for that, we use checklists and automated testing, and the Director reviews the work.
5. Test before release. Solutions are tested against the agreed requirements, with customers involved in acceptance testing.
6. Document everything. Every customer environment and solution is documented in plain language, and the documentation belongs to the customer.
7. Hand over properly. Customers get training and documentation so they understand what they have and are never dependent on us to operate it.
8. Use suitable people. Work is done by people with the right skills and, where relevant, current vendor certifications.

4. Measuring quality

We track:

• Customer satisfaction (a short survey after tickets and at project close)
• SLA performance for managed services (response times; we don’t commit to fix times before a problem is understood, but we track how long fixes take so we can improve)
• Repeat incidents and rework
• Projects delivered on time and on budget, against the agreed scope
• Complaints, and how quickly they are resolved

5. Complaints and improvement

1. Complaints are acknowledged within 1 business day and handled by the Director.
2. We look for the root cause, fix it, and tell the customer what we changed.
3. We review our quality measures every quarter and set improvement actions.

6. Responsibilities

• Director: owns this policy, sets quality objectives and reviews performance.
• All staff and contractors: follow our processes, take ownership of their work, and raise problems early.

7. Review

This policy and our quality objectives are reviewed every year.