The corporate policies of DQS MED are characterized by the expectations of its stakeholders.
- Employees, auditors and technical experts;
- DQS MED shareholders;
- The public, government, accreditation bodies;
- Customers of the certified organizations and the end users.
The expectations of these interested parties find expression in the various aspects of corporate policies of DQS Group.
(1) Customer expectations
Customers as well as shareholders expect that we deliver high-value services for the assessment and improvement of management systems. The customers also expect measurable change from the assessment process as well as active support in exploring opportunities for improvement. Assessments shall be tailored to customer needs, often integrating or combining different standards in one procedure. In addition, customers expect internationally and nationally recognized certificates.
- Quality policy
Our goal is to the preferred partner of organizations for certification and assessments. Process- and product-oriented assessments with a focus on the effectiveness of management systems shall result in services generating measurable, added value for the customer. DQS MED improves continually the effectiveness of its own quality management system.
(2) Employee expectations
Our employees expect a long-term secured working space, with above-average working conditions. They also expect an income, commensurate with their performance, recognition for their achievements, advancement and chances for attractive professional development.
- Employee policy
Employee commitment and competence is an essential principle of DQS MED’ successful business activities. With attractive working conditions, performance-oriented advancement, and respectful interaction with each other, DQS MED wants to be an organization preferred by employees.
(3) Expectations of external assessors, auditors, industry experts and partners
External auditors, experts and other partners expect DQS MED to be a reliable business partner and to provide a sustainable business opportunity. They expect cooperation based on mutual respect and partnership as well as the recognition of achievements, professional development opportunities and attractive business growth.
- Auditor policy
Competent, experienced and dedicated auditors provide the basis for successful business operations of the DQS MED. Through attractive assignments, respectful interaction with each other and performance related recognition, we want to build and maintain long-term, prosperous partnerships with our auditors.
DQS MED does not use external organizations, other than individual contract assessors, for performing assessments or for technical expertise. Where DQS MED selects to offer services in cooperation with another DQS office or certification organization, it ensures that all assessments and expertise are provided by personnel or external assessors qualified, authorized and evaluated directly by DQS MED. It reserves the authority over all decisions related to its services.
(4) Shareholder expectations
The DQS Holding GmbH is the only shareholder of DQSMED and expects us, as a national and internationally recognized registrar/certification body for medical devices, to supply high-value services in the assessment and certification of management systems and for assessment of product documentation. From the surplus generated, the shareholders also expect their capital contribution to result in an adequate, sustained return on equity, without striving for maximum short-term profit. To achieve this, they expect sustainable growth on a national and international level.
- Financial and growth policy
DQS MED generates a surplus in order to:
a) achieve an adequate, sustained return on shareholder equity
b) provide the resources necessary for the organization’s growth and development
Therefore, business plans are prepared for three years in advance, authorized by the shareholders and updated at least annually.
(5) Expectations of society, government and accreditation bodies
Accreditation organizations monitor the accredited DQS MED on behalf of the government and the EU Commission or relevant public interest groups. Their expectations focus mainly on conformity to applicable rules and laws. Like any other responsible organization, it is also expected to contribute an adequate share to society as a whole.
- Conformity policy
In its day-to-day activities, DQS MED ensures conformity to rules and laws, in particular to accreditation requirements. For this purpose internal systematic rules have been created, implemented and monitored. This behaviour shall contribute to an enduring national and international recognition of the DQS MED.
(6) Other principles of the corporate policy
The value of certification is the degree of confidence and trust that is established by an impartial and competent assessment by DQS MED. The customers of certified organizations and end users expect to be able to rely on the value of certificates issued. To promote this confidence, DQS MED takes into account the following principles in all of its activities:
- Responsible handling of complaints and appeals
- Ethical business practices
Aus den Erwartungen der unterschiedlichen Interessenpartner ergeben sich Wechselwirkungen, die Einfluss auf die Geschäftstätigkeit der DQS MED haben. Hieraus können auch weitere Aspekte für die Unternehmenspolitik abgeleitet werden.
The expectations of the various stakeholders result in interactions that influence the business activities of DQS MED. From this, further aspects of the corporate policy may also be derived.
In its corporate policy, DQS MED takes into account the aspects risk management, information security, environmental management and sustainability. Statements on these aspects can be found in supplementary documents. In the same way, further aspects may be incorporated into the corporate policy.
The participation of trade or industry organizations in the steering committees of the accredited DQS MED is intended to ensure their influence on the activities of DQS MED, without the dominance of any individual interests. This approach, which is also compliant to accreditation requirements, contributes to promote the neutrality/impartiality, technical competence and market acceptance of DQS MED.
(7) Policy on impartiality and independence
The management of DQS MED and all employees are committed in the exercise of its certification activities to independence. Our policy on impartiality and independence contains a detailed explanation. This explanation is also available on our website. Furthermore, the complete document is made available on request.
(8) Policy on handling of complaints and appeals
The DQS MED management is committed to an effective, efficient and customer-oriented processing of complaints and appeals. Theprocedure for handling of complaints and appeals is known to all staff members and is also accessible to customers and other interested parties. The objective is the handling of complaints to the satisfaction of the claimant by using a customer-oriented approach for clarification.
Feedback from our customers, including complaints is a way to improve our services. For this reason, DQS MED is open to all feedback, including complaints and shows an appropriate commitment in the processing of complaints and the measures to be taken.
How this is to be achieved is described in our policy on complaint handling. The procedures for handilng complaints and appeals are implemented in our Improvement Tool. The policy, as well as the descriptions of the procedures for handling of complaints and handling of appeals can be made available electronically or on paper, upon request.
(9) Policy on the Use of Certificate symbols
DQS MED allows their certified customers the use of protected certificate symbols and makes these available as files on their website www.dqs-med.de.
The terms and conditions for the use of certificate symbols are described in our policy on use of certification symbols and marks and in our customer information about use of certification symbols and marks.