The Ter Horst Group defines quality as the following three primary goals:
- Observance and imbedding of legislation and regulations;
- Customer satisfaction;
- Control of costs (optimum efficiency and effectiveness of the organisation).
These three primary goals are achieved by means of a number of secondary goals.
Staff policy
The Ter Horst Group implements a staff policy geared towards the achievement of the aforementioned primary goals. This starts during the recruitment phase with the search for inquisitive and motivated employees with the necessary knowledge levels. And even during their employment, employees maintain the desired levels through extra instruction and training.
Measuring equals knowledge
This secondary goal is achieved by means of external audits during which tests are carried out to make sure that processes take place as agreed and in an efficient and effective way. If this is not the case, specific improvement processes are initiated. The periodic release of base figures and the improvement of information systems also make vital contributions to quality.
Controlled investment
To sum it up, controlled investment by the Ter Horst Group means purchasing the right products – that conform to purchase criteria – at the right moment in time. Purchase criteria include user-friendliness, safety and contribution to the quality of tasks. All investments are obviously made in accordance with investment policy, with every investment expected to provide optimum returns.
Safety and the environment
Work is done with requirements surrounding safety and the environment in mind. Employees of the Ter Horst Group are given staff reference books containing safety guidelines, while all the necessary personal protective resources made available. The risk inventory & evaluation and the health & safety action plan are kept up-to-date by the KAM coordinator. The directives in our provincial environmental permit are also observed and integrated into operational processes. In January 2009, Ter Horst Sanering & Infra B.V. was granted VCA** certification.
Establishment of important operational processes
Over the past years, the most important operational processes of the Ter Horst Group have been captured, communicated within the company and thereby imbedded in the organisation. As of 31 July 2015, the quality system of Ter Horst Milieu B.V. has been certified according to the standards of NEN-EN-ISO 9001:2008. The most significant environmental matters have also been incorporated into this quality system.
Handling of complaints
The Ter Horst Group does not consider complaints submitted by customers or other parties as criticism, but instead as an opportunity to further improve the organisation. Incoming complaints are registered on complaint forms by employees and are discussed internally. If necessary, improvement measures are formulated and implemented within the organisation. Complainants are always informed about the finalisation of complaints.
