The Recognition Process
There are written criteria for each of the Four Themes for businesses with up to five employees and over five employees. These criteria form the basis of the process and clearly set out what information should be provided in support of an application for recognition. Sole traders naturally fall into the “Up to Five Employees” category. After satisfying the Standards theme, recognition in the other three themes is given at three levels: bronze, silver and gold. Organisations can apply for recognition at any level within any theme.
A Quality at Heart Executive is on hand to help businesses through the process at every stage. This support is completely free of charge. A business wishing to achieve recognition in one or more of the themes at whichever level would go through the following process:
Step 1
A Quality at Heart Executive checks that the business satisfies the Standards theme (minimum entry level).
Assuming that the business satisfies the requirements, it will then commit to the scheme by signing the Quality at Heart Promise and paying a one-off commitment fee of between £50 and £100. This fee entitles the business to display the “Committed to Achieving Quality at Heart” certificate and also to three attempts at recognition before the Panel, as is shown below:
1st recognition attempt
Any one level of any one of the three themes
2nd recognition attempt
If the first attempt at recognition was successful, any one of the remaining levels of any one of the three themes, except for the one where recognition has been gained OR one resubmission to the Panel after an unsuccessful first attempt at recognition
3rd recognition attempt If the second attempt at recognition was successful, any one of the remaining levels of any one of the three themes, except for the ones where recognition has been gained
The Panel comprises volunteers from the industry who are committed to quality improvement in business and are trained to look for key performance indicators within an application.
Step 2
The business assembles a portfolio of evidence to support its application for recognition. The emphasis is on clear, concise information and it is unlikely that this will amount to more than one average size A4 ring binder for one theme level. A Quality at Heart Executive is available to offer support.
Step 3
The organisation submits its portfolio of evidence to the Quality at Heart Team, where it is checked. If the portfolio lacks basic evidence, it is returned with feedback.
Step 4
After successfully completing Step Three, the application may be passed to a mystery shopper. Providing that this is satisfactory, the portfolio goes before the Panel for recognition. All Panel deliberations are strictly confidential.
Successful Application
If the application is successful, notification is given as soon as possible. The organisation then receives and is able to display its Quality at Heart certificate of recognition and logo. Recognition normally lasts for two years, provided that there is no significant change in the nature of the organisation. If the application is unsuccessful, a Quality at Heart Executive will be on hand to provide guidance and support.
