Commitment to Quality

Red tick ORS is a university spin-out company that seeks to maintain standards of academic rigour in conducting its social research.

We follow a “quality-first” approach – not only in terms of processes but also in terms of the outcomes of the work we do. The key quality measure is not just compliance with proper procedures, but satisfaction of clients’ needs.

ORS’ quality procedures are key to ensuring we anticipate, understand and meet client expectations. They recognise our duty of care to both:

  • The client who appoints us; and
  • The customer or householder who receives the service we offer on behalf of the client

Both are equally important in relation to “Customer Care” and all our staff must comply with these procedures.

Monitoring and Upgrading Standards

ORS is committed to monitoring and upgrading standards of performance in all aspects of our work. In addition to the validation and quality assurance checks carried out as standard, we continually assess our service through client feedback.

Our project management system is based on PRINCE II methodology and our core procedures have been documented. These, together with our continuous improvement systems elicit a ‘right first time’ approach.

Our quality policies and procedures are based on a number of key points ensuring quality projects that satisfy our clients’ needs, including:

  • Integrated research teams that involve senior staff with appropriate in-house support
  • Agreement of clear project specifications with clients that respond to their individual needs
  • Adding value to projects and providing high quality work at fair prices
  • Not compromising on research values or the quality of our research work
  • Providing effective project management and monitoring arrangements
  • Working to deadlines – but not accepting programmes of work that are unrealistic
  • Monitoring client satisfaction throughout and after projects

Quality Certification

As an expanding company that works on key public sector projects, we recognise the need to produce rigorous research based on academic standards and to have quality systems in place. We are aware of the limitations of a purely “process or systems approach” to quality – for we believe in the importance of achieving reliable and useful outcomes. Of course processes are important in achieving these goals, but they are not the whole matter.

As a university spin out company we seek to guarantee academic standards for our applied social research. ORS is a Market Research Society Company Partner and we are fully compliant with the MRS Code of Conduct.

All ORS’ research activities and systems are fully certified to ISO 27001:2013, ISO 9001:2015 and ISO 20252:2019. The scope of the ISO certification covers the entirety of our research business from client management and identification of client needs through to frontline data collection, analysis and report writing. Our fieldwork procedures are fully IQCS accredited and all of our field and telephone interviewers are fully trained to IQCS standards.

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