ACF International : About : Bylaws : Appendix 2

ACF INTERNATIONAL QUALITY STANDARDS

1. Quality Policy and Ownership

   -    Demonstrated top management commitment to quality

The effectiveness of Quality Management in any organization is only as strong as the perceived commitment of the person(s) at the top. This commitment needs to be communicated frequently and clearly

   -    Published quality policy and specific, measurable objectives

One of the ways the reality of an organization's commitment to quality is communicated is through the publication of a written quality policy.

This need not be a lengthy or complex document, but it should be written in terms of specific objectives and outcomes. It needs to be understood by employees and supported by management

Examples: "Best service delivery practices are reviewed quarterly, as part of the organization's commitment to continuous improvement"

"Customer satisfaction is our highest priority. Response to any customer problems or complaints will be made within 24 hours, maximum."

2. Internal Management Review

   -    Quality Reviews at least once a year

The implementation of the organization's quality policy is reviewed annually, during the month of ( ), by a designated staff member. The Review covers all the organization's systems and practices. It highlights problems and solutions, as well as ideas and innovations.

   -    Review of results by management

The results of the Quality Reviews are documented and presented to management for review and follow-through action

   -    Documented corrective action

Corrective action, as well as appropriate ideas for improvement, are documented and implemented throughout the organization, within 30 days from the date of the review.

3. Staffing

   -    30-90 day structured consultant training (recognizing previous experience) at the end of which an evaluation takes place.

The training can be internal or external, recognizing previous experience

   -    Formal training of associates/adjuncts/contract consultants

   -    Internal or external certification

   -    Continuous performance management process

4. Services

   -    Full range of career management services as outlined in the firm's quality policy

   -    Support services include voice mail and/or e-mail and research technology

5. Continuous Improvement

   -    Product/service development process, based on client feedback

Gather client feedback and use it to revise/improve the product/service

   -    System for dealing with client/candidate complaints

Develop and use a consistent method to evaluate and resolve client/candidate complaints to their satisfaction

6. Customer Focus

   -    Delivering what is agreed on

Institute systems that guarantee consistent delivery follow through that results in the outcomes being reported back to the customer.

ACF INTERNATIONAL COACHING STANDARDS

1. Quality Policy and Ownership

   -    Demonstrated top management commitment to quality

The effectiveness of Quality Management in any organization is only as strong as the perceived commitment of the person(s) at the top. This commitment needs to be communicated frequently and clearly

   -    Published quality policy and specific, measurable objectives

One of the ways the reality of an organization's commitment to quality is communicated is through the publication of a written quality policy.

This need not be a lengthy or complex document, but it should be written in terms of specific objectives and outcomes. It needs to be understood by employees and supported by management

Examples: "Best service delivery practices are reviewed quarterly, as part of the organization's commitment to continuous improvement"

"Customer satisfaction is our highest priority. Response to any customer problems or complaints will be made within 24 hours, maximum."

2. Internal Management Review

   -    Quality Reviews at least once a year, performed at a specified time, by a designated staff member. The Review covers all the organization's systems and practices. It highlights problems and solutions, as well as ideas and innovations

   -    Review of results by management. Quality Reviews are documented and presented to management for review and follow-through action

   -    Documented corrective action. Corrective action, as well as appropriate ideas for improvement, are documented and implemented throughout the organization, within 30 days from the date of the review.

3. Staffing

   -    The selection process ensures that only qualified consultants with prior coaching experience are hired (training should consist only of an orientation to the firm's coaching products and approaches). Qualifications include:

         -    balance between relevant academic certification and business experience.

         -    understanding and experience of organizational dynamics

   -    A period of structured coaching training is specified (recognizing previous experience), at the end of which an evaluation takes place. The training can be internal or external.

4. Service Delivery

   -    The coaching process should always begin with an agreement between the coach, the organization and the individual on coaching goals.

5. Principles and Values

   -    The coach recognizes the complexity of the organizational structure in which the coached individuals function.

   -    The focus of the coaching process is on successful outcomes, rather than time spent with the individuals being coached.

   -    Successful coaching requires the organization, the individual and the coach to work in a collaborative partnership.

   -    The coach commits to, and observes the rules of confidentiality.

   -    The coach keeps client companies informed about overall progress, without violating confidentiality.

   -    Coaches avoid any activities that could result in the appearance of a conflict of interest.

6. Continuous Improvement

   -    Firm uses a product development process, based on client feedback, which is gathered and used to revise/improve products and services.

ACF INTERNATIONAL BYLAWS: APPENDIX 1

Standards of Professional Practice and Code of Ethics

Back to ACF INTERNATIONAL BYLAWS

Bylaws