Quality Management System Statement
At Happier Every Chapter, our commitment to quality is at the heart of everything we do. As a literacy service and independent bookshop, our mission is to foster a love of reading and provide access to high-quality literature which is diverse and representative with the ultimate goal of fostering inclusion and belonging.
We understand that delivering excellence in both digital and print formats is essential to fulfilling our mission and meeting the needs of our customers. Our Quality Management System (QMS) is designed to ensure that we consistently provide products and services that meet or exceed customer expectations, adhere to relevant standards, and continuously improve our processes.
1. Commitment to Excellence
We are committed to sourcing and delivering a wide range of fiction, non-fiction and curriculum books that are not only engaging but also aligned with the educational, developmental and entertainment needs of our readers. Our rigorous selection process involves evaluating books for their literary merit, cultural relevance, and alignment with curriculum, mainstream and other trending requirements. We work closely with educators, literary experts, and publishers to ensure that our offerings are of the highest quality.
2. Supplier Selection and Relationship Management
Our partnerships with publishers, distributors, and authors are governed by stringent quality criteria. We select suppliers who share our commitment to quality, ethical sourcing, and environmental sustainability. Regular audits and performance reviews are conducted to ensure that our suppliers maintain the highest standards of production and distribution.
3. Customer-Centric Approach
At Happier Every Chapter, customer satisfaction is paramount. We actively seek feedback from our customers—whether they are individual readers, corporates, schools, or libraries or otherwise—to continuously refine our product offerings and services. Our customer service team is trained to handle inquiries and issues promptly and effectively, ensuring that any concerns are addressed to the customer’s satisfaction. We also provide detailed product information, including content summaries and age-appropriate recommendations, to help customers make informed choices.
4. Continuous Improvement
We believe that continuous improvement is vital to maintaining our position as a trusted provider of high-quality books. Our QMS includes regular internal reviews and audits to assess the effectiveness of our processes and identify areas for improvement. We track key performance indicators, such as order accuracy, delivery times, and customer satisfaction, to monitor our performance and implement corrective actions where necessary. Additionally, we stay informed of industry trends and emerging technologies to enhance our service offerings.
5. Sustainability and Ethical Practices
Sustainability is a core value at Happier Every Chapter. We are committed to reducing our environmental impact by selecting suppliers who use sustainable materials and practices. Wherever possible, we also promote the use of digital resources to minimize paper waste while ensuring that our print books are produced in an environmentally responsible manner. Our ethical practices extend to ensuring fair pricing and accessibility of our products, promoting literacy across diverse communities.
6. Compliance and Standards
We adhere to all relevant regulatory and industry standards, including those related to book publishing, distribution, and digital content delivery. Our QMS is aligned with ISO 9001 standards, ensuring a systematic approach to quality management. We regularly review and update our policies to remain compliant with legal requirements and best practices.
In conclusion, Happier Every Chapter is dedicated to delivering high-quality print and digital books that inspire and educate. Our robust Quality Management System ensures that we consistently meet the needs of our customers while upholding the highest standards of excellence, sustainability, and ethical responsibility.