Quality Policy
(including Customer Care, VFM and Complaints processes)


Mentis’ overall assignment quality process is defined in our Quality Manual, which is an integral part of our quality certification under ISO 9001 (2000) – formerly BS5750.

Our ISO 9001 certification is subject to annual audit of our quality processes. We continue to undertake regular improvements to these, recognising changes needed by changing markets and by the requirements of our business’ growth. The process is detailed in the diagrams in an attached PDF file (accessed with the username <mentis> and password <copper>), which also contains a copy of our ISO 9001 certification and Customer Care, Complaints and VFM processes.

As part of our quality management process Mentis conducts routine (and random) customer satisfaction checks. We aim continually to improve the service quality and increase customer satisfaction on every assignment. This includes our pre-sales approach, account management and Director level oversight and QA of our consultants, sub-contractors and associates.

Our peer review policy and procedures ensure that a Director is assigned to the client generally to identify new opportunities and respond quickly to needs as well as oversee assignment planning, resourcing and product deliverables specifically. We also undertake random sample opinions of senior contacts from our customers in each of the sectors in which we operate. These opinions are over and above the feedback and QA discussions we engage in as a normal part of service delivery. The opinions we gather typically cover:

  • What our customers know about us, in terms of offerings, geographic coverage and size.
  • What our customers expect of us, and how we measure up against those expectations
  • What media our customers use when procuring services similar to ours, and the impact of our website in their work with us.
  • How our customers view the next five years in terms of demand for our services, trends in information management and anticipated procurement behaviour.
  • What the client thinks about the quality of service delivered by the consultants deployed
  • Views on how the consultants and their work could be improved

The above are example questions only and all satisfaction survey or assignment specific information is treated in confidence, between the client, Mentis director and deployed consultants.

Original Approval Date: December 1999
Latest Revision: January 2009