Quality Assurance
We’ve had a quality management system in place since our inception in 1946. In 1997, we embarked on a program of ISO 9001 registration. The goals of the program were to:
• improve quality and deliver what clients expect
• identify and migrate best practices across the company
• facilitate team building
• meet the requirements of a recognized international standard
The stated objective of the program was, “that 90 per cent of our clients, when interviewed, will perceive that we are in the top 10 per cent of their consultants in terms of the value we provide, considering quality, service, timeliness and fee.”
Today, most of our offices across Canada are registered under ISO 9001:2000.
From a client perspective, key elements of our quality management system include the following:
• Our primary focus is on clients, not individual projects. To develop and maintain relationships, and to provide a common window at Dillon, a client relationship manager is assigned to every client.
• Monitoring of client satisfaction is a cornerstone of the system. In addition to the efforts of client relationship managers, an award-winning enterprise-wide program of independent, face-to-face interviews with clients is conducted through Dillon’s corporate office.
• Quality procedures are uniform throughout Dillon, facilitating seamless integration of multi-office teams where these resources are required.
• Senior management is thoroughly committed to the quality management system. Performance is reviewed semi-annually by the President, the Director, Quality and Risk Management, and the Board of Directors. In addition, semi-annual external audits of the system are carried out in every registered office by Dillon’s ISO registrar.