Our Quality Management System is accredited to ISO 9001:2008 standard, which we have held since 2002. Compliance with all aspects of the Quality Management System is essential in maintaining registration, continually improving and being excellent in all aspects of our business.
Quality & Improvement Manager
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Quality at our core
Our dedicated Quality & Improvement Team, design and manage our annual firm wide audit programme against core procedures as prescribed by our internal Quality Management System. The annual development of the audit programme looks at a range of performance information across the firm including internal, external and client audits, complaints information, professional indemnity information, annual firm wide risk assessment, information from Client Care Reviews and where appropriate other client feedback. This then forms the basis of priorities of the audit programme.
Where we work with a client under a Service Level Agreement, we are able to include a series of internal audits into the formal DWF audit programme, which will provide an indicator of our performance against the SLA.
We have developed a set of procedure compliance scores, which are benchmarked across the firm by Practice Area, Practice Group and Firm Wide level. These are discussed with Practice Group Partners and reported to the DWF Board on an annual basis feeding into our approach to continuous improvement.
In addition to our internal quality controls and measures, as part of our accreditation to the ISO 9001:2008 standard, we are externally assessed every six months, which covers all of our core procedures within our Quality Management system. We are presented with a report detailing our compliance and good and best practice. In May 2010, we have been reaccredited to the standard for a further 3 years and continue to receive positive feedback at every assessment visit.