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Quality
Mission Statement
To be the premier supplier of genomic products and contract research to both academic and commercial organisations
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Geneservice has certification to ISO 9001:2000 for the provision of functional genomic products and contract research to academic and commercial research communities worldwide. This is an internationally recognised standard that focuses on customer satisfaction, continual improvement and management commitment to ensure the highest possible quality in business to business dealings.
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Policy
It is the Quality Policy of Geneservice
to provide our customers with the highest quality products and expert contract research in order to achieve maximum
customer satisfaction. Our management and staff are committed to continuously improve procedures, quality standards
and management systems in order to deliver improved quality, turn-around times and overall customer service. Every staff member is personally responsible for ensuring that his or her work is of the highest standard and endorses this quality policy. Management guarantee that all staff will receive full support, resources and necessary training in order to deliver this goal.
Standards
- Dispatch of 95% of Genomic products to agreed timescale:
1) Reagents - specifically clones, within 3 working days
2) Projects - as specified in the agreement
and conduct customer feedback surveys annually
- Dispatch of sequencing data to agreed timescale:
1) 85% of data within 2 working days
2) 95% of data within 3 working days
and conduct customer feedback surveys annually
- Dispatch of data products from contract research:
95% of projects to agreed timescale
- Answer (not solved) helpdesk queries, quotation requests and customer complaints to agreed timescale:
95% within 3 working days
Customer Service Policy
Our commitment to customer service is reflected in our customer service policy. The policy outlines the responsibilities
of all geneservice employees in attaining customer satisfaction.
Mission
Provide a consistent geneservice experience for all our customers.
Values
The following values underpin our customer service policy;
- Quality of performance and delivery
- Honesty and integrity
- Commitment to the job and the company
Communication
We have an open house policy for all current and prospective customers. Geneservice can be reached by post, phone, fax
and email. All correspondence will be responded to in a clear, concise and timely manner.
Our aim is that all correspondence will receive a response within 5 working days. More complicated issues will receive
an acknowledgement within this time frame and receive continuous updates on the progress until a resolution is achieved.
For project work each customer will receive a written proposal of work, timelines, pricing, quality and a named contact.
A project manager is assigned giving regular updates as agreed aftercare.
Confidentiality
We will protect the confidentiality of data given by and generated for our customers.
Consistency
We aim to deliver the best results possible and our staff are trained to the best practice.
Equipment and processes are maintained to agreed standards and quality controls are standard practice.
Complaints
In the event of a problem you will be given honest advice on the next step and where appropriate a choice of solutions.
We will confirm receipt of your complaint within 5 working days and aim to resolve your query within 4 weeks. If we
cannot we will let you know when an answer will be expected.
For clones please contact Biohelp
For contract research work please contact: your named contact.
Returns policy
If you have received damaged or incorrectly shipped products or data please notify geneservice within 30 days and we will
happily supply you a replacement.
Clones
We solely maintain and extend a libraries utility and we are not responsible for clones supplied as a result of errors in the reported sequence information in the database.
We would highlight that some libraries have inherent weaknesses, which we are not responsible for and we are working towards having quality assessments for each library.
If you have received the wrong clone we will happily supply the same clone as a replacement free of charge in the first instance. You must notify us of your dissatisfaction
within 3 months of receiving your sample.
Contract Research
We would stress that
the quality of data generated is only ever as good as the original starting material. If a sample fails we will repeat
the stage that has failed free of charge. However, if the result is replicated then we would ask that fees are paid for
all work incurred. If a sample fails a quality control step then we will only continue with your written agreement and
with no guarantees.
Sequencing
If you are not entirely satisfied with the sequencing data that you have
received then we will happily repeat the assay free of charge. You must notify us of your dissatisfaction within 2 weeks
of receiving your data. However, if the data is replicated then we would ask that the fees are paid for all work required.
ContactWe endeavour to assure that our products and contract research are of the highest quality and are
implementing quality control checks to acertain the quality of resources that we supply. For detailed quality assessments
on a specific library please email: General Enquiries |
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