Our Quality Policy“Make The Change is committed to delivering high-quality, inclusive and impactful training programmes, creative solutions, and professional services that meet the needs and expectations of our clients, participants and stakeholders. We strive to create meaningful value through thoughtful design, reliable delivery, responsible practices, and a commitment to continuous improvement.”We are committed to maintaining a Quality Management System that supports consistent service delivery, customer satisfaction, and the continued development of our organisation.

 

1. Training & Education Programmes

 

For our training, education, and community programmes, we are dedicated to:

• Understanding the needs of our clients and learners and designing programmes with clear objectives, appropriate learning outcomes, and meaningful participant experiences.

• Delivering consistent, high-quality learning experiences through appropriate programme design, qualified trainers, suitable learning resources, and effective facilitation.

• Creating inclusive and accessible learning environments that recognise the different needs, abilities, backgrounds, and learning preferences of participants.

• Monitoring programme effectiveness through feedback, observations, learning outcomes and other relevant measures, and using these insights to improve future programmes.

• Managing trainers, facilitators, and programme partners effectively to ensure they understand and meet MTC's quality expectations.

• Managing risks and opportunities that may affect programme quality, participant experience, safety or successful delivery.

• Continually improving our programmes based on participant feedback, client feedback, trainer reflections, organisational learning, and changing community and industry needs.

 

2. Creative & Professional Services

 

For our creative, consultancy, and other professional services, we are dedicated to:

• Understanding each client's objectives, requirements, and expectations before commencing work and maintaining clear communication throughout the engagement.

• Delivering professional, reliable, and fit-for-purpose solutions that meet agreed project requirements, timelines, and quality standards.

• Applying appropriate review and quality-control processes to creative work, content, consultancy outputs, and other client deliverables before completion.

• Managing projects and resources responsibly, including timelines, deliverables, client approvals, revisions, and relevant project risks.

• Working effectively with suppliers, freelancers, and business partners, establishing clear requirements, and ensuring their work meets MTC's standards.

• Protecting client information and intellectual property and handling project information responsibly.

• Continually improving our services and processes through client feedback, project reviews, lessons learned, and the development of our team's capabilities.

 

Our Organisation-Wide Commitment

 

Across all our activities, Make The Change is committed to:

• Maintaining a customer and stakeholder-focused approach and seeking to understand and meet applicable requirements.

• Applying risk-based thinking and informed decision-making to our operations and service delivery.

• Integrating our Quality Management System into relevant business processes and strategic activities.

• Developing, retaining, and sharing organisational knowledge that supports consistent and effective service delivery.

• Establishing measurable quality objectives and periodically reviewing our performance against them.

• Supporting our employees, trainers, and collaborators with the information, resources, and competencies required to perform their roles effectively.

• Continually improving the suitability, adequacy, and effectiveness of our Quality Management System.

• Fulfilling applicable legal, regulatory, contractual, and other relevant requirements.

• Maintaining a Quality Management System that conforms to the requirements of ISO 9001:2015.This Quality Policy provides the framework for establishing and reviewing Make The Change's quality objectives. It is communicated within the organisation, made available to relevant interested parties where appropriate, and reviewed periodically to ensure that it remains suitable for MTC's purpose, context and strategic direction.