Our service delivery policy
IT'sQA will provide only those services for which it has in place validated processes and procedures, and consultants with adequate qualifications and experience to ensure the quality of the service.
For audit activities, IT'sQA has written SOPs to comply with ICH GCP 2.13 and 5.19.3. Qualification of auditors (required by ICH GCP 5.19.2) is documented in current CVs for each consultant.
Clients may request estimates for work by, email, telephone, website, verbally or make a request for proposal (RFP).
Before IT'sQA provides an estimate, the client requirements will be reviewed by the director of service delivery and/or other experienced consultants in the relevant fields to take into account other requirements that may not have been identified but are necessary for the service such as industry, regulatory, logistical expectations or other requirements.
A Work Order (and Master/Service Agreement if applicable) will be issued on acceptance of the estimate. The order will detail the agreed service, the number of days required, the daily rate and the total cost for the work. The order (and the agreement if applicable) should be returned to IT'sQA duly authorised, before any work is undertaken.
A unique project number identifying the company, (e.g. 100105) will be issued once the work has been commissioned. This will be communicated to the client and used for future reference.
A Project Manager will be nominated for each project. He/She will act as the main line of communication with the client. Depending on the type of project, other consultants that will execute the service (e.g. auditors, lead auditors and others) may be nominated. The CVs of the consultants appointed and copies of the relevant SOPs (if applicable) will be provided to the client on request.
Each service in the project will be planned as applicable (e.g. request of documents from the clients, preparation of audit plans, audit dates, travel and logistic arrangements etc). Clients will be copied on each written communication with external parties throughout the project.
Services will be conducted as specified in the plans and in the relevant SOPs (if applicable). If for any reasons the plans have to be deviated this will be communicated by the relevant party without delay and corrective action taken as necessary.
The IT'sQA policies and procedures will be used by all consultants throughout the project unless specifically required that certain policies (e.g. the travel policy) should not be followed and alternative policies are agreed by both parties.
If the service requires the production of reports, these will be generated as controlled documents and subject to internal quality control before being issued. Reports will not be issued to other parties other than the client unless there is a specific written order by the client.
Feedback questionnaires will be delivered to clients and/or auditees (if applicable) on completion of each project activity. These questionnaires and other feedback are reviewed by the director of quality and by management for continuous improvement.
Invoices will be raised as agreed in the work order or MSA. Payment terms will be specified.