Compliance/ Quality Controls

All organisations accept that quality is important in each and every part of the business. The ultimate aim must be to offer customers “Total Quality” but each organisation has to consider how this can be achieved having regard to the resources available for the purpose.

The minimum requirement is to appoint a Manager to implement and monitor systems for achieving quality of service and products. A clear strategy should be agreed by an appropriate management team and the Quality Control Manager should be fully trained in that strategy and the organisation’s ultimate objectives.

All members of staff and also customers should be encouraged to comment upon any matters which it is felt could improve the services or products.

Gradually a “Quality Manual” should be developed and if financial resources allow, consideration could be given to independent consultants being employed for all or part of the process.

In broad terms quality control for the Convenience Store Retailer means:

  • Obtaining appropriate quality of goods and service from suppliers (e.g. checking that goods are up to standard, conveyed at appropriate temperature, delivered when requested, etc.)
  • Maintaining the quality of goods whilst in store (e.g. constant checks on “use-by” and “best before” dates, good husbandry, etc.)
  • Selling the goods through quality service to achieve “customer satisfaction”.
     

The first step in the process is to source suppliers who can give you the quality you require in your products together with appropriate support to help compliance with customs regulations on imported goods and compliance with other legislation affecting your goods or services.

If you join a symbol group the task of obtaining quality products is largely done for you and you can expect considerable advice and support to help you provide the best goods and services for your customers and to help you be compliant with relevant legislation.

Your symbol group will be keen to obtain and deliver quality goods to you and they will take responsibility where a poor quality product is down to them.

However, whether you are with a symbol group or source your own independent suppliers, there is a point in the chain from supply to sale when a defect or deterioration in quality of products can be down to your failure to store or maintain them properly, e.g inappropriate storage facilities, incorrect temperature levels or inadequate stock rotations.

In any event, so far as your customers are concerned, any replacement or refund for inferior goods is your responsibility and for you to put right with them. Under the Sale of Goods Act 1979 they are entitled to expect goods of satisfactory quality and fitting the description applied to them.

Any redress you might have against your suppliers will depend on when and how the goods came to be of inferior quality. If it results from failure on your part then you cannot expect the suppliers to take responsibility.

It is important that you understand the terms and conditions of the contract with your suppliers and establish your rights and obligations under the contract. Consider if it is necessary for you to have product liability insurance cover in place.

In many cases quality control entails compliance with certain legislation. This is either of a general nature (i.e related to all goods and/or services) or of a specific nature related to particular goods or services.

The legislation of a “general nature” controls such matters as description, pricing, labelling, weights, measures, safety of goods and trading hours. It is contained in the following: 

 For convenience store retailers the legislation relating to “specific goods or services” is mainly the following: 

Information as to the nature and effect of the legislation can be obtained by clicking onto the relevant Act/ Regulation.

Enforcement of the legislation is mainly by Trading Standards Officers. The checklists they may use are obviously very helpful in considering what compliance procedures retailers should put in place. The Legal Helpline will provide copies of draft checklists as templates for retailers to develop their own lists for their particular business.

There is no legislation relating to the supply of newspapers and magazines but there is an Industry Code of Practice and standard service agreements. Click here for more information.

It should be borne in mind that the main emphasis on the legislation in this section is put on the effect it has on the obtaining and maintaining the quality (e.g. supply chain, storage, stock rotation controls, etc.) The effect the legislation has on the actual sale process is dealt with elsewhere under “Customer Service” and “Sales and Marketing” (e.g. underage sales.)

  

All PBS information sheets are designed to provide the detail you need to implement best business and employment practices. They are not a detailed commentary on the current law and where advice is needed in a specific case you should contact PBS for expert consultation.

 

 

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