1. Policy statement
emu24 Limited is committed to delivering high-quality trade supplies and services that consistently meet or exceed the expectations of our customers across South East England and London. Quality is the responsibility of every person in our business.
We achieve this through a culture of continuous improvement, clear accountability, and a Quality Management System (QMS) aligned with the principles of ISO 9001:2015.
2. Our quality principles
Customer focus
We listen to our customers' needs, act on their feedback, and measure our success by their satisfaction.
Continuous improvement
We regularly review our processes, learn from errors and near-misses, and implement corrective and preventive actions. Improvement ideas from employees at all levels are actively encouraged.
Compliance
We ensure compliance with all applicable legal, regulatory and industry standards. Where our own standards exceed the legal minimum, we apply our own standards.
Employee involvement
We engage, train and empower every team member to take personal ownership of quality in their work. All employees are encouraged to identify and report quality concerns without fear of blame.
Supplier partnership
We work closely with our suppliers to ensure the quality, traceability and reliability of the products we distribute.
3. Quality objectives
The following measurable objectives are reviewed annually by the Managing Director:
| Quality objective | Target / measure | Owner |
|---|---|---|
| Customer satisfaction | ≥90% positive satisfaction rating via feedback surveys | Managing Director |
| On-time delivery | ≥95% of orders fulfilled on the confirmed delivery date | Operations Manager |
| Order accuracy | ≥98% pick accuracy — correct item, quantity and condition | Operations Manager |
| Complaint resolution | 100% of complaints resolved within 5 working days | Managing Director |
| Supplier quality | Annual performance review of all key suppliers | Managing Director |
| Employee training | 100% of staff complete quality induction within 30 days of start | Managing Director |
| Process efficiency | At least 3 measurable process improvements identified per year | Managing Director |
4. Quality management system
emu24 operates a Quality Management System based on ISO 9001:2015 principles, providing a framework for documenting key processes, setting and monitoring quality objectives, identifying and managing risk, capturing customer feedback, and implementing corrective and preventive actions.
5. Responsibilities
Managing Director
Overall accountability for quality. Approves this policy, sets objectives, ensures adequate resources, and conducts regular management reviews.
All employees
Every employee is responsible for understanding and adhering to this policy, carrying out their work to the required standard, reporting quality concerns promptly, and contributing ideas for improvement.
6. Monitoring & review
Quality performance will be monitored through customer feedback, complaint tracking, operational KPIs and internal process reviews. A formal management review will be conducted at least annually. The current version of this policy is available to all staff and will be communicated to suppliers and stakeholders as appropriate.
7. Communication
This policy will be displayed within all emu24 operating facilities, issued to all employees at induction, and published on the emu24 website.
Approval
This policy has been reviewed and approved by:
Linked policies
This document should be read alongside:
Questions about this policy?
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