EICC Quality Policy Statement
Edinburgh International Conference Centre (henceforth “EICC”) has delivered world-class events for over 25 years. Situated at the heart of Scotland's beautiful capital city, the EICC is one of the world's outstanding venues for conferences and events. At the EICC, our Vision is to create an environment which inspires ideas that change the world.
EICC’s mission is quite simply to continue to be a world leading venue for sustainable events. As such, quality is important because we value our customers and their events. We strive to provide our customers with services which meet and even exceed their expectations on a daily basis. Our purpose-built centre offers the very best facilities and technology, with a highly experienced team to ensure every event's smooth running and success.
The EICC are committed to continuous improvement and has therefore established a Quality Management System which provides a framework for measuring and improving our performance. The EICC senior leadership team is committed to:
- Satisfying applicable requirements by ensuring that customer and applicable statutory and regulatory requirements are determined, understood and consistently met.
- Continual improvement of the QMS by ensuring the risks and opportunities that can affect conformity of services and the ability to enhance customer satisfaction are determined and addressed and the focus on enhancing customer satisfaction is maintained.
The EICC have the following systems and procedures in place to support us in our aim of total customer satisfaction and continuous improvement throughout our business:
- Regular gathering and monitoring of customer feedback.
- Customer satisfaction rating per event.
- Historic record of event feedback/notes accessible by event planners to aid planning of future events.
- A customer complaints procedure.
- Selection and performance monitoring of suppliers against set criteria.
- Training and development for our employees.
- Regular audit of our internal processes.
- Management reviews of audit results, customer feedback and complaints.
This policy will be communicated to all employees and organisations working for or on the EICC’s behalf. Employees and other organisations are expected to cooperate and assist in the implementation of this policy, whilst ensuring that their own work, so far as is reasonably practicable, is carried out without risk to themselves, others, or the environment.
This policy will be reviewed annually by top management and will be amended and re-issued when deemed necessary. Previous versions of this policy are archived. This policy is available to relevant interested parties, upon reasonable request.
Although the Chief Executive has ultimate responsibility for Quality, all employees have a responsibility within their own areas of work to help ensure that Quality is embedded within the whole of the EICC services.