Policies of The DESARA Group
- Cancellation Policy for Training
- Complaint Procedure
- Code of Ethics
- Customer Satisfaction Feedback
- Document Control and Approval Procedure
- Drug-Free Workplace Policy
- Instructor Qualification
- Nondiscrimination Policy
- Privacy Policy
- Quality Policy
1. Cancellation Policy for Training
Definitions: Client company = “organization”. Student / enrollee / trainee = “participant”.
Scope: Instructor Led Training and Webinars
Instructor Led Training
If The DESARA Group cancels training, an attempt to reschedule at mutually acceptable time will be made. If a mutually acceptable time cannot be agreed, 100% will be refunded.
If the organization cancels the training:
An attempt to reschedule at mutually acceptable time will be made.
Within 30 days of the scheduled training – 50% will be refunded.
Greater than 30 but less than 60 days – 75% will be refunded.
Greater than 60 days – 100% will be refunded. If the company postpones, defers, limits access, etc., then 75% will be refunded.
If the participant cancels the training:
An attempt to reschedule at mutually acceptable time will be made.
Within 30 days of the scheduled training – 50% will be refunded.
Greater than 30 but less than 60 days – 75% will be refunded.
Greater than 60 days – 100% will be refunded.
Webinar Training
The DESARA Group will not cancel a scheduled Webinar. We have more than sufficient resources and back up to successfully complete the Webinar.
If the organization cancels the Webinar:
An attempt to reschedule at mutually acceptable time will be made.
Within 30 days of the scheduled training – 50% will be refunded.
Greater than 30 days – 100% will be refunded.
If the participant cancels the Webinar:
We will notify the participant of subsequent Webinar training available.
Within 30 days of the scheduled training – 50% will be refunded.
Greater than 30 days – 100% will be refunded.
Cancellation Policy for Training 004-A | Approved April 7, 2009
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2. Complaint Procedure
Purpose: The purpose of this document is to formalize a customer complaint process within The DESARA Group.
Process: We have many different engagements with customers and clients.
The hierarchy could be:
- The DESARA Group Associates
- The DESARA Group Employees
- The DESARA Group Project Manager
- The DESARA Group Officers
- The DESARA Group President
How to Submit a Complaint
A complaint can be submitted verbally to The DESARA Group staff on site. Hopefully, the issue gets resolved quickly to the customer’s satisfaction.
The complaint could be escalated verbally by calling The DESARA Group main office. The number is: (631) 909-3570.
A complaint can be submitted via email up the chain of command, all the way to the President of The DESARA Group. The email address is: info@DESARAgroup.com.
A complaint can be submitted via postal mail. The mail address is:
The DESARA Group, Inc.
15 West Montauk Hwy, Suite 323
Hampton Bays, NY 11946
Complaint Investigation and Closure
In all cases, any customer complaint will be communicated to The DESARA Group Officers and President.
The complaint will be investigated, and recommendations for resolution shall be provided to The DESARA Group President for review and approval.
One of The DESARA Group Officers or The DESARA Group President will respond back to the customer.
The goal is satisfactory resolution of the issue, and continued partnership with our customers and clients.
In all cases, The DESARA Group President is the final step in the complaint process.
Complaint Procedure 005-A | Approved April 7, 2009
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3. Code of Ethics
Scope: This Code of Ethics policy applies to everyone in The DESARA Group.
Certified Membership in the Institute of Management Consultants is a symbol of experience, competence, and trustworthiness. The DESARA Group, Inc. subscribes to the following Code of Ethics, based on the Institute of Management Consultants’ Code:
Code of Ethics 013-A | Approved May 1, 2009
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4. Customer Satisfaction Feedback
Scope: This policy covers all external activities The DESARA Group is involved. The DESARA Group values Customer feedback as part of our continual improvement process.
Procedure
For customer engagements in training or consulting, when the project is complete, the project owner will send the TDG CS Form to the appropriate clients and ask for feedback.
The instructions state to send the completed survey to info@DESARAgroup.com. This provides a common point that is objective. The admin at info@DESARAgroup.com will forward the feedback to the project owner.
The project owner will summarize and give the President a report. If required, improvement actions will be discussed and agreed. The project owner will follow up to ensure complete implementation of any corrective actions or improvements.
If required, the Senior Account Manager, Executive Vice President, or President may follow up with the client.
Records
The completed TDG CS Forms will be kept for three years. (Scanned soft copy is acceptable).
Emails / minutes, etc. on corrective action or improvements will be maintained until completion. These records will be kept for one month after the improvements are complete.
Customer Satisfaction Feedback Policy 011-A | Approved May 1, 2009
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5. Document Control and Approval Policy
Scope: This procedure covers all formal documentation for The DESARA Group where revision control is utilized.
Document Approval Requirements
The general guidelines are documents covering corporate policy require approval per the Shareholders’ agreement. Documents covering the day to day operations including business policy can be approved by the President. (Only one approval required).
In general, any policy or procedure that is controversial shared will be shared with appropriate associates, and/or employees for the purpose of obtaining comments. The final decision on document content shall be made by the President.
Scrub Activities
The Document Control Manager may modify documents to improve format, fix spelling errors, add revision changes, etc. No change in content or intent will occur. The “number / issue”” will be modified with a number after the revision number (i.e. 014-A1). Only the Document Control Manager’s approval is required.
Approval Record Control
Approval records shall be maintained. Only the latest revision approval records need to be retained. (In other words, once issue B is approved completely and document issued, issue A records are no longer required).
Issue Details
The issue of a document or procedure is alphabetic and starts with “A”.
Document Review(s)
Depending upon the business requirements, including timing, a document review or solicitation for feedback should generally be done. The originator or Document Control Manager shall take inputs and review comments. Some comments will be accepted, rejected, or accepted with modification. In the event of a disagreement, the President shall have the final decision.
Record Retention
Per the “Approval Record Control” guidance, the approval records shall be maintained for three years. (i.e. the latest version of document for three years if no revisions were made).
Printed Copies Are Uncontrolled
Any printed copy are considered uncontrolled. At this time, the master controlled copy resides on the Document Control Manager’s computer. Soft copies have been distributed to the appropriate people.
Notification of New or Revised Documents
The Document Control Manager shall determine the distribution list, and email a document release notification.
Soft Copy Document Storage
In the future, The DESARA Group will have a common server. Soft copies of all files will be appropriately placed.
Document Control and Approval Procedure 014-A | Approved May 5, 2009
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6. Drug-Free Workplace Policy
The DESARA Group, Inc. is committed to providing a safe work environment and to fostering the well-being and health of its employees. That commitment is jeopardized when any The DESARA Group, Inc. employee illegally uses drugs on the job, comes to work with these substances present in his/her body, or possesses, distributes, or sells drugs in the workplace. Therefore, The DESARA Group, Inc. has established the following policy:
* It is a violation of company policy for any employee to possess, sell, trade, or offer for sale illegal drugs or otherwise engage in the illegal use of drugs on the job.
* It is a violation of company policy for anyone to report to work under the influence of illegal drugs – that is with illegal drugs in his or her body.
* Violations of this policy are subject to disciplinary action up to and including termination.
* It is the responsibility of the company’s supervisors to counsel employees whenever they see changes in performance or behavior that suggests an employee is under the influence of drugs. Although it is not the supervisor’s job to diagnose personal problems, the supervisor should encourage such employees to seek help and advise them about available resources for getting help.
* The goal of this policy is to balance our respect for individuals with the need to maintain a safe, productive, and drug-free environment. The intent of this policy is to offer a helping hand to those who need it, while sending a clear message that illegal drug use and alcohol abuse are incompatible with employment at The DESARA Group, Inc.
Drug Free Workplace Policy 007-A | Approved April 10, 2009
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7. Instructor Qualification Policy
Scope: This document outlines the process by which The DESARA Group certifies its training course instructors. In order to be deemed competent a four-stage process must be completed. The four stages can be briefly described as follows:
Stage 1 – Knowledge Competencies: This consists of a learning module (Course Number 03-3700 – Competency-Based Training for Instructors) and the completion of a written evaluation of the knowledge gained in the module.
Stage 2 – Skill Competencies: This stage is completed by demonstrating practical application of competency based training while delivering a DESARA Group training course, in line with Competency Unit DESARA-TR (Competencies for Training Instructors).
Stage 3 – Qualifications, Education, and Experience: The education, training, and/or work experience specified as relevant for instructors.
Stage 4 – Personal Attributes: The demonstration of defined personal attributes required for the competent performance of a trainer. This is evaluated at the same time as Stage 2.
The above four stages will be required to be undertaken by all. All existing instructors i.e. those already delivering The DESARA Group training courses, will automatically qualify under Stages 3 and 4 under the provisions of RCC (Recognition of Current Competencies).
Likewise any personnel holding a current Certificate IV in “Workplace Training & Assessment” or equivalent are exempt from Stages 2, 3, and 4 under the same RCC provisions.
After verification of each of stages one and two, a Certificate of Attainment will be issued by The DESARA Group. Subsequent re-assessment of Stages 2 and 4 will be carried out using the existing “Peer Evaluation” process already in place and by way of evaluating “Customer Feedback” on Instructor performance.
Stage 1 – Knowledge Competencies
The level of knowledge necessary to conduct The DESARA Group competency based training courses may be gained from: “Competency Based Training for Instructors # 03-3700″, a short tutorial module available at www.xxx. Following the completion of the module an online examination validates the necessary knowledge has been gained.
Provided that a grade of 70% or higher is achieved (subject to review by a second examiner if within +/- 4 points), a Certificate of Attainment is issued for the knowledge portion of the certification process. This means the instructor is classified as a “certified instructor” and able to undertake the delivery of The DESARA Group competency based training courses appropriate to their individual background and experience.
Any instructor taking the examination who does not reach the required level of 70% (as defined above) and who is therefore identified as “not yet competent”, has the opportunity to re-study the material and take the re-sit examination. If a “not yet competent” designation is still recorded, no further attempts are permitted until consultation with the Competency Based Training SME, who will provide a learning pathway to assist the instructor in acquiring the necessary level of understanding. During this retraining period, the instructor will not be permitted to act as a lead instructor until a period of one month has elapsed and a further examination results in a “competent” assessment.
Stage 2 – Skill Competencies
Subsequent to Stage 1, the instructor is required to submit to a Skills Examination which will be undertaken in line with the requirements of The DESARA Group Competency Unit DESARA-TR (Skill Competencies for Trainers) – see Appendix 1 of this document.
The examination will be conducted by a qualified Skills Examiner approved by The DESARA Group. Should a “not yet competent” assessment be made, a detailed learning pathway will be provided with any coaching/mentoring that may be deemed necessary before being re-examined. A maximum of three examinations is permitted after which, if a “not yet competent” assessment is made, a performance review with senior management will be conducted.
Upon successful completion of Stage 2 (plus the evaluation, if necessary, in Stages 3 and 4) the instructor will receive a Certificate of Attainment. With their permission, this information will be provided to RABQSA International, as both a record of continual professional development and recognition of their ability to be designated a competent examiner under the terms of RABQSA International’s “Training Provider and Examiner Certification Scheme” (TPECS Edition 5).
Additionally, the instructor may be invited to become a Skills Examiner if considered appropriate by The DESARA Group. and will be able to undertake Skills Examinations of other instructors engaged in the delivery of CBT courses.
Stage 3 – Qualifications, Education, and Experience
The following qualifications, education, and work experience are required by The DESARA Group competency based training instructors:
Qualifications: A nationally or internationally recognized tertiary qualification, such as a degree, diploma, or advanced certification.
Education: Completed at least secondary education.
It should be noted that instructors may be considered qualified if they can demonstrate through their work experience and/or other means they have achieved an educational standard that enables them to effectively present The DESARA Group training material.
Work experience: At least three years’ work experience in a technical or managerial position, with direct involvement with people, preferably in a leadership capacity. Additionally, training and/or presenting experience is preferred. It is also necessary to have a background in a discipline relevant to the training material to be presented i.e. Experienced Auditor – Aerospace, or Automotive experience.
Stage 4 – Personal Attributes
All the following defined personal attributes (based on RABQSA criteria for Auditor Certification and ISO 19011:2002 Guidelines for the Auditing of Quality and/or Environmental Management Systems) will be required to be present in instructors:
The personal attributes will be evaluated by the Skills Examiner during the Skills Examination carried out in Stage 2, and assessment will be by positive evaluation i.e. each is considered to be present unless objective evidence suggests
Instructor Qualification Policy 012-B | Approved May 8, 2009
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8. Nondiscrimination Policy
The DESARA Group prohibits discrimination on the basis of race, color, religion, creed, sex, age, marital status, national origin, mental or physical disability, political belief or affiliation, veteran status, or sexual orientation and any other class of individuals protected from discrimination under state or federal law in employment and application for employment.
Furthermore, The DESARA Group policy includes prohibitions of harassment of associates and employees, i.e., racial harassment, sexual harassment, and retaliation for filing complaints of discrimination.
Nondiscrimination Policy 008-A | Approved April 10, 2009
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9. Privacy Policy
Policy Scope: This Privacy Policy covers all of The DESARA Group employees and associates.
Information from Clients and Potential Clients:
It is the policy of The DESARA Group not to share any information about a client or potential client and the issue, task, training, or consulting activities. This includes activities under a contract or pre-contract discussions.
The DESARA Group will treat any client or potential client’s information as if a Non-Disclosure Agreement is in place, whether there is a signed NDA or not.
Mail Lists:
The DESARA Group has contact with many people. Generally, all contacts are added to our mail lists for newsletters, flyers, press releases, and training information. All of our newsletters, flyers, press releases, and training information emails contain a “Remove me from this Distribution List” button. Upon receiving instruction to remove a person from the mail list, The DESARA Group will take measures to remove that individual from our mail list.
Webinars:
During the registration process, name, title, company, phone number, and email address information is collected. We ensure that each registered participant is on our mail list. If they are not, we add them. The DESARA Group does not share any mail lists outside of the company. We treat this information as “The DESARA Group Confidential”.
Personal payment information (i.e. credit card numbers, details) collected by PayPal are not shared with anyone at The DESARA Group.
Occasionally, a person will call and do a manual payment transaction with one of The DESARA Group employees. This can include credit card information. After the transaction is made and confirmed, all credit card information is deleted and/or destroyed. The credit card information is only seen by those employees involved in the billing process, and not shared within The DESARA Group.
Observations / Information while Performing Consulting / Training with Clients or Potential Clients:
It is possible for The DESARA Group associates / employees to talk to a client or potential client. The DESARA Group treats this as confidential and does not share any information about client and observations / information.
Password, Firewall, and Virus Protection:
All the computers used by The DESARA Group have password protection, firewall protection, and virus protection. The DESARA Group takes reasonable steps to insure security of our computers and information systems.
Privacy Policy Complaints:
All issues, concerns, or complaints about The DESARA Group Privacy Policy should be sent to info@DESARAgroup.com. Additional contact information:
The DESARA Group, Inc.
15 West Montauk Hwy, Suite 323
Hampton Bays, NY 11946
(631) 909-3570
Privacy Policy 010-A | Approved April 30, 2009
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10. Quality Policy
“The goal of The DESARA Group is to provide our customers, clients, and associates with outstanding value. Success for us is measured by Customer Satisfaction and Customer Loyalty. Every interaction we have is an opportunity for us to do a great job”.
Dave Sanicola
President
The DESARA Group, Inc.
Quality Policy 006-A | Approved April 7, 2009
