Maintaining qualitywithin a social franchise

Le Mat Sweden

Elisabet Mattsson

Customer's needs come first. Our mission is always to provide the very best service. Satisfied

customers by delivering services which meet our promises in both

content and quality.

Quality assurance through the Le Mat manual.

• Policies for environment, equal opportunities and a sustainable development.

• Quality assurance follows Le Mat DOK and VQS. The manual describe how to work to ensure the quality and the environment.

•There is a manual in every Le Mat -all co-workers have access to it.

• Monitoring and ImprovementAn ongoing development

• Suggestions from the GUESTS, Workers and MEMBERS

• Financial results

• Each Le Mat is responsible for ongoing monitoring.

• As part of quality work requires quarterly reports of the franchisee's economy.

Le Mat Common rules

• Listen, be humble and respect each other and each others' opinions

• Show consideration

• Opinion Round before decision

• Stick to the point - solve the task

•See the opportunities

•Working for a good community

CHECKLIST FOR DISCREPANCIES

• Monitoring of discrepancies is performed to cure the deficiencies in the practices, knowledge, methods and organization.

• Any co-worker who discovers discrepancies is responsible for the report.

• Deviation Report submitted to the Operations Manager who compiles deviations for the Board's annual review.

• Any discrepancies are reported and decisions taken by the Board for action depending on the nature of the deviation.

CHECKLIST FOR DISCREPANCIES continue

• Information is provided on the staff meeting on deviations and decisions on action are taken.

• Proposed action may be submitted by clients, stakeholders or co-workers.

• Activities must take advantage of practical experience in order to prevent undesired events.

An environmental diploma requires;

• An environmental manager.

• All workers should attend a basic training on environmental

• Waste Accounting - accounting of how the waste is sorted.

• Description of the procurement routines so that purchases are the most environmentally friendly.

• Environmental policy, visions must be supplemented with specific goals like reducing energy consumption. – and how and when it should be implemented.

Thank you for listening