Quality Assurance at CMS is driven by our desire to ensure that the services we provide are fit for purpose and meet our client's expectations. To achieve this we have adopted a Total Quality Management [TQM] approach, putting in place business processes which support complete customer satisfaction.

Our work with clients begins by identifying clearly their expectations, needs and requirements, we then design/customise a development programme to meet these needs. Throughout delivery evaluation of reactions, learning and application takes place, with adjustments made if findings indicate this is necessary. A final evaluation, focusing on the meeting of expectations, needs and value added, takes place at the end of all programmes.

We also carry out an annual customer satisfaction survey. Our 2009 survey recorded the following results:

• 62% of our clients recorded a 100% overall level of satisfaction with the service and delivery provided, the remaining 38% recorded a satisfaction level of 90%.

• When asked in an open question what they particularly appreciated About CMS' service and delivery 63% highlighted the time the consultant had taken to understand the needs and requirements of their organisation.

• 100% recorded that they would recommend CMS Consultancy to another organisation.

To ensure a consistent customer experience all consultants/trainers are required to demonstrate CMS Values and behaviours in the course of their work, evidencing this is a key requirement of our performance management system. All clients receive a copy of the CMS code of professional conduct.

We are proud to have achieved Putting the Customer First, the national standard for customer service. Our external assessor made the following comments;

"CMS is a very professional consultancy. The company has established a strong customer base and a highly regarded reputation, both locally and with a number of national blue chip clients. [The company] has a strong ethos of delivering the highest quality services to clients and of working in their best interests."

Our qualifications programmes are moderated and verified by our awarding bodies, we are therefore subject to their rigorous approval and quality assurance requirements.