In Qm systems businesses will have a set of polices to cover a wide variant of their business dealings i.e Customer Service Policy, health and safety Policy etc. Attached to these will be a set of procedures staff will be required to follow when dealing with their roles within the business. In additon the procedure will have points where each layer of staff can if required pass the situation (i.e. complaint) to the next level having exhausted their level of authority.
A Policy and Procedure Manual will contain each policy the company has and the procedures attached to that policy.
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