About this policy
Universal Avenue's management team has developed this quality policy to govern operations to ensure quality. Quality is key to our business because we value our customers. We strive to provide:
We are committed to continuous improvement and have established a Quality Management System that provides a framework for measuring and improving our performance and are committed to complying with all statutory and regulatory requirements.
We have the following systems and procedures in place to support us in our aim of achieving an NPS of 75 across partners and continuous improvement throughout our business:
Johan Lilja - Founder & CEO
Quality policy scope
The Quality Management System applies to all Universal Avenue's processes, activities and employees, and includes the delivery of all solutions offered by the company. As a reseller, Universal Avenue exerts limited influence over Brands’ and Partners’ operational processes. To mitigate against this, we proactively screen out and retroactively off-board brands and partners that fail to meet established criteria. The quality policy scope has been determined together with Risks and Opportunities and Stakeholder analyses.
The company's business facility is located at:
The company claims no exclusions from the ISO 9001 standard.
How do we interpret quality?
We view quality as satisfying stakeholder expectations. For all teams, the primary stakeholder is the end customer, the SMB. However, many teams best achieve this by delivering quality obliquely. The Product team, for instance, best serves SMBs through building a digital platform that enables other teams, such as Brands & Partners, Operations & Analytics, and Finance, to do their work best. Sales & Partners, meanwhile, can best serve SMBs by onboarding the best solutions. People & Culture ensure only the most capable, quality-driven candidates become part of the Universal Avenue team.
How do we meet our quality standards?
The way we define, manage and track quality objectives is documented in the OKR Framework.