Quality will pervade OSS MIDDLE EAST.’s technical, operational and client service delivery
Procedure. Our quality service culture is characterized by client focus and continuous
improvement in all we do:
The delivery of quality service shall be the focus of everyone at OSS MIDDLE EAST. As we
achieve success in the long term pursuit of quality, our people will strive to:
Meet client needs and exceed client expectations
Respond quickly and wisely to rapid changes in the business environment and changing
client needs.
Attract and retain clients by being best-in-class.
To ensure continuing success of the quality initiative, our leadership will:
Maintain an absolute, proactive and long term commitment to client focused, continuous
service improvement.
Understand the concepts, be familiar with the tools and encourage techniques that enable
us to fully integrate client focused continuous improvement in everything we do.
Act as role models for the quality values of OSS MIDDLE EAST.
OSS MIDDLE EAST. Has formulated an Impartiality committee for ensuring strict
adherence to laid down impartiality norms and for reviewing of the norms on a time to
time basis.
The General Manager, Management, Staff and Sub Contractors of OSS MIDDLE EAST, are
fully committed to providing all our clients and potential clients with a service that fully
meets their requirements.
The certification Procedure will ensure that all audits and certification decisions are
conducted in accordance with the requirements of the relevant standard. In addition OSS
MIDDLE EAST is fully committed to ensuring that it fully complies with all EGAC
regulations, relevant standards and all requirements of any regulatory bodies.
OSS MIDDLE EAST will ensure that a professional service will be offered to clients through
the use of trained, experienced and competent audit and support staff.
OSS MIDDLE EAST, will continually seek to improve the services it offers and will do so
through acting upon client’s feedback, regular internal and external audits, reviews of
reports, reviews of staff, management review meetings and management meetings. Any
client, who feels dissatisfied with any aspect of the service provided by OSS MIDDLE EAST,
is encouraged to put in writing their complaint which will be responded to promptly and
thoroughly investigate.

Any client who disagrees with a Certification Decision has the right of appeal which will be put before an independent Appeals Panel, comprising individuals who are not employees of OSS MIDDLE EAST. In conducting certification activities OSS MIDDLE EAST, fully understands the importance of ensuring that the certification Procedure and all audits are conducted in an impartial manner and no conflict of interest exists. To this end checks have been introduced throughout the certification Procedure to identify any potential conflicts of interest and an independent Impartiality Committee has been established to oversee the operations of OSS MIDDLE EAST, and in particular the certification Procedure.

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