Service Charter

Introduction

Partners Coop Società Cooperativa as part of its activities, it provides training courses and consultancy services for various end-users and organisations (companies and public administrations).

Partners Coop Società Cooperativa makes available to customers and end-users its “Service Charter” containing information on:

  1. aims and institutional values of the cooperative
  2. on the organisation
  3. on the services offered, their standards and how to perform the services
  4. on the initiatives to be taken internally in the event of failure to comply with the commitments made.

With the Service Charter Partners Coop Società Cooperativa It aims to provide customers with the most important tool for transparency and comprehensive and concise information, enabling them to ‘check’ the quality of the service provided at their request. The document is used to guide customers-users to take advantage of both the experience that the organisation has structured over time, both for the provision of the various services and for the study of new activities that are needed and/or to meet particular needs, making available the design structures available.

The Service Charter and any other document relating to the activities of Partners Coop Società Cooperativa, are drawn up in accordance with the requirements of the reference standard UNI EN 9001:2015 and have their own application references within the organisation such as the Manual and the Quality Policy, which oversee the quality management system, together with other mandatory national and regional provisions regulating the specific activities.

The ‘Charter’ gives a corporate profile and lists activities essentially aimed at customers – users and for the protection of their rights; it serves to confer on clients a power of control over the corporate activities carried out in their interest; the formal recognition of guarantees and the assessment of the quality of the services provided is entrusted to the relevant management system.

In this context Partners Coop Società Cooperativa sets standards for services, publicises them, informs stakeholders about them, ensures compliance with them and verifies that the standards meet customers – users; It also reassures customers – users with its ability to intervene and improve, in cases where the level of service provided differs from the proposed standard (guarantee and compliance with standards).

In conclusion Partners Coop Società Cooperativa not only implements formal commitments, but guides customers – users, to the correct use of different services and activities made available. For these activities, the organisation is continuously asked to monitor and intervene, on the basis of indicators declared for each specific activity and, after evaluation, makes adjustments and corrections according to suggestions received or studied for the purpose.

Purpose and values

Partners Coop Società Cooperativa, a consulting and training company established in December 2007, was born from the synthesis of the experiences of its members who, in the field of consulting and management of training projects, have many years of experience.

Partners Coop Società Cooperativa is characterized by the quality of the offer, the diversification of services, the ability to interpret the signals of development and to adapt their responses; in addition to the consolidated training activities, it is a reference point for a series of local companies that rely on Partners Coop Società Cooperativa management consultancy, management of company start-ups, staff training, coaching and counselling.

The choice of policy areas for Partners Coop Società Cooperativa It is the result of careful consideration of local needs, market demands and indications from national and EU directives, as well as from the collection and analysis of the social, economic and cultural characteristics of the action scenarios and the expectations of the parties involved.

Over the years, the adopted strategy of action has led to Partners Coop Società Cooperativa to turn its attention to different areas but united by representing, in the context of reference, as many resources and opportunities for the growth of the territory in its different components.

The values and commitments of Partners Coop Società Cooperativa are:

  • Stay in line with current market standards, satisfying and anticipating the needs of customers, giving them a guarantee of results on services. Some inspiring principles to enumerate and pursue are:
  • Continuous improvement through the correct management of all planning and service delivery processes.
  • Minimization of the gap between the quality delivered and that perceived by the Customer; this is assessed through the active participation of all staff;
  • Quality and efficiency are not in conflict with each other and have the same weight: the result of each partner or collaborator of Partners Coop Società Cooperativa It is measured both quantitatively and qualitatively, and responsibility for achieving it lies with the same people.

The main values on which the Activity Management System is based are as follows:

  • Customers, in relation to the needs, are the judges of the quality of Partners Coop Società Cooperativa;
  • The services provided in compliance with the expectations of the customer are an essential element for the promotion of skills and external corporate image;
  • Members, suppliers and consultants constitute an irreplaceable asset for the achievement of the objectives and objectives of quantity and quality; hence the company’s commitment to developing professionalism, a sense of responsibility and active participation in improvement processes, including through their training and qualification;
  • Economic performance is the measure of the effectiveness and efficiency with which the company is able to satisfy its customers and ensure its good performance.

Commitments for the implementation of the principles:

  • correctly understand the expectations of the customer and translate them into information to be disseminated within Partners Coop Società Cooperativa;
  • define the tasks and responsibilities of each person within the Organization, the respect of the responsibilities themselves and the awareness that the final result of Partners Coop Società Cooperativa depends to a large extent on the ability of each person to carry out their assigned tasks on a continuous basis;
  • implement controls in the organisation, active and continuous at any level and in any activity, so that its performance is satisfactory for the target customers, whether external or internal. 

PartnersCoop and its organization

For the achievement of social objectives Partners Coop Società Cooperativa promotes:

  • Collaborations with trade associations, public bodies and Italian and foreign companies;
  • The training of young people to be introduced into the world of work in a logic of concrete business integration;
  • The matching of labour supply and demand by ensuring, on the one hand, that citizens have a high level of employment services capable of providing and encouraging concrete employment opportunities at all stages of their working lives, and, on the other hand, by providing companies with professional profiles in line with the changing needs of the market, creating a network of collaboration and integration with the local area;
  • Technical and managerial preparation, professional retraining, company mentoring and entrepreneurial updating are objectives aimed at the growth of new entrepreneurship.

The organisational structure includes:

  • A central management, which ensures a unitary and transversal control room,
  • A territorial operational headquarters, which takes into account the specificities of the territory as well as the competences related to it;
  • Some essential staff functions.

The business functions include:

  1. The governing and governing bodies shall: Administration and Directorate-General,
  2. The operational bodies on the user services side shall:

Training services:

  • Guidance and work services
  • Administrative services and general accounting
  • Information system
  • Quality and accreditation system
  • Prevention and safety.

Partnership

Partners Coop Società Cooperativa operates within a network system composed of various bodies, associations, companies, technical and professional studies that daily deal with business problems, both with regard to organisational structures and strategies and with regard to the development and management of human resources. This allows it to detect human needs and to synthesize training requests, to grasp the change in professional profiles and to search for the most suitable training methodologies.

The network of relationships and collaborations activated allows Partners Coop Società Cooperativa to maintain a continuous contact with the local reality and to design and implement interventions aimed at meeting the specific needs of the socio-economic context.

The Headquarters

The registered and operational office is located in Torgiano in via Primo Maggio, 4.

Partners Coop Società Cooperativa has a classroom that can also be used as a computer laboratory to meet the needs of frontal teaching and practical exercises; it has spaces and equipment for the reception, information and planning of training and consultancy measures.

Opening

MondayTuesdayWednesdayThursdayFriday
09:00-13:0009:00-13:0009:00-13:0009:00-13:0009:00-13:00
15:00-18:00 15:00-18:00 15:00-18:00 15:00-18:00

I training services include the following areas of activity:

  • Training in the field of mandatory regulations for small and medium-sized enterprises and public administrations;
  • Continuing training aimed at unemployed/unemployed and/or unskilled employed workers, with particular attention to young people and women, aiming to raise or reskill professionalism with respect to innovations that change the expectations of companies and users;
  • Small and Medium Enterprises training aimed at the growth of internal skills.
  • Research on training needs expressed in the socio-economic context of the territory according to the evolution of professional profiles, required or sought, and / or new training needs.

I advisory services include the following areas of activity:

  • Advice to small and medium-sized enterprises on health and safety in the workplace, including the appointment of Head of the Prevention and Protection Service;
  • Advice to small and medium-sized enterprises on food safety, management, processing of personal data, quality and the environment;
  • Analysis of individual, company (or PA) training needs, territorial, design and delivery of courses and training courses to fill the training gap.

Provision of the service

Production and service delivery management

The management of the provision of services ensures the planning, scheduling and performance of the provision activities under controlled conditions with full coverage of the regulatory requirements. The set of documents prepared and the consequent registrations allows Partners Coop Società Cooperativa to monitor the entire set of production activities and to certify that they have been carried out.

Validation of Service Delivery Processes

The process of providing the services must be planned, but cannot be validated in the results, given their immateriality, therefore, in order to obtain identical monitoring, it is necessary that customers – clients express their opinion and that customers – users put into practice what they have learned, demonstrating that the purpose of the training process has been achieved, the objectives achieved and that there are no shortcomings in the level of training planned, designed and achieved.

In Partners Coop Società Cooperativa all service delivery processes activated and supported are considered validated as a result of the design activity that prescribes the dissemination of all elements and information relating to: criteria defined for review and approval of processes, approval of equipment and qualification of personnel, use of defined methods and procedures, requirements for registrations.

In cases where a process or part of it is not a direct consequence of design activities, the manager activates a design process whose output leads back to the starting process that will then be supported by the dedicated documents.

Identification and traceability

To ensure proper management of the provision of its services, starting from the receipt of the request by clients – customer – user, Partners Coop Società Cooperativa it must be able to identify in particular the documentation, both that relating to customers and that relating to the individual services provided.

Ownership of the Client

The requirements relating to the care of what appears to be the property of the customer, in relation to the type of services offered by Partners Coop Società Cooperativa consist essentially of the personal data of the customer himself, communicated through documents in electronic or paper format.

In addition to ensuring the correct use of such data as enshrined in GDPR 679/2016 and s.m.i. Partners Coop Società Cooperativa manages this particular type of property of the customer in accordance with the procedures established in the Security document

Preservation of products

The relevant requirements consist essentially in the retention of documents relating to the services provided.

The concept of preservation of products is therefore understood by Partners Coop Società Cooperativa, in relation to the definition of a document both to the preservation of the physical medium (paper, file...) and to the actual information content.

Management of monitoring and measuring devices

Partners Coop Società Cooperativa to demonstrate the conformity of its services, it uses the requirements of the Customer and / or those independently defined, and consequently relies on process indicators according to the specifications identified to allow the "measurement" of its service.

The compliance of the Services provided is linked to monitoring processes and related indices, but there are no specific devices capable of quantifying compliance for which the point is not applicable.

Customer Satisfaction

Partners Coop Società Cooperativa considers that one of the most valid indicators of the level of performance of the services provided, or rather that perceived by them, is the level of customer satisfaction in application of its Quality System, so its detection is given the utmost importance.

The methods for quantifying this indicator may be as follows:

  • Distribution of a questionnaire, to all Customers or a significant sample of them, asking them to express their degree of satisfaction with regard to particular aspects or performance of the services of Partners Coop Società Cooperativa;
  • Collection of ‘perceptions’ by the tutor on the degree of customer satisfaction.

The responses, translated into numerical – quantitative assessments, analysed during the review meetings are therefore used to better guide operational choices and the planning of future temporal and economic resources.

The information on the degree of customer satisfaction is used for the definition of any preventive actions and for all activities related to the overall improvement of Partners Coop Società Cooperativa.

Quality standards

Partners Coop Società Cooperativa has adopted a quality management system, obtaining the UNI EN ISO 9001:2015 certification (Agiqualitas Certificate N° 085A), subjecting its activity to the verification of this certification body.

The Quality System ensures that all services pursue user satisfaction, providing for the implementation of measures for continuous improvement and ensures that any unsatisfactory situations, once detected, are reported, analysed and resolved as quickly as possible and are monitored to prevent their recurrence; Everything is regulated and managed within the quality management system.

Partners Coop Società Cooperativa in the provision of services, undertakes to:

  1. Protect the confidentiality of information received from users and companies and use it exclusively for the purpose of the effective provision of the service
  2. Ensure confidentiality during the training activity
  3. Pay attention to the needs and interests of users
  4. Operate ensuring fair treatment towards users
  5. Provide the service on time with the user and the client
  6. Ensure the necessary support for the realization of the training path

The user undertakes to:

  1. Respect the mutually agreed training pact
  2. Participating in and collaborating with the body’s training activities
  3. Collaborate on the Individual Action Plan for Job Integration

COMPLAINT PROCEDURES

Observation and complaint serve the continuous improvement of the services offered and are a sign of interest in the activity and the service offered.

Partners Coop Società Cooperativa in accordance with what was established in the implementation of the quality system, detects the degree of customer satisfaction by analyzing:

  • The information collected from contacts with the same and / or their collaborators
  • The contents of the comments and complaints received
  • Responses to satisfaction and evaluation questionnaires,

Partners Coop Società Cooperativa ensures, in a consequential manner as established in the procedures and operating instructions of the quality system, to address any problematic situations in order to find appropriate solutions as soon as possible.

Communication, Information and Continuous Improvement

Partners Coop Società Cooperativa with a view to a service oriented towards customer satisfaction, the primary objective is the relationship with users, with bodies, institutions and with the world of production, in order to obtain from these elements feedback to its activities and continuous inputs to improve the level of services offered.

To this end, the Management applies a communication management system with users and partners, which makes it possible to achieve the objectives of:

  • Systematic research and listening to the reasons for satisfaction/dissatisfaction not only of the recipients of the individual projects/services, but also of the beneficiaries (companies, territory, institutions) in order to make the action more effective.
  • Research, where possible, the interaction with different public and private territorial subjects, in order to offer a complete service to the user on the basis of the particular characteristics and needs that have emerged from time to time.
  • Establishment and maintenance of stable relationships with business associations, companies and institutions of the territory.
  • Planning of activities on the basis of actual needs arising from the socio-economic context.

Communications to and from users of Partners Coop Società Cooperativa They take place through:

  1. The website www.partnerscoop.it
  2. Paper information material available at the operational headquarters
  3. The email address info@partnerscoop.it
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