Quality Management Policy
Comprehensive Quality Management System (QMS) policy ensuring consistent delivery of products and services that meet customer and regulatory requirements.
Policy Owner
CTO
Approved By
CEO / Board
Effective Date
Q2 2026+
Review Cycle
Annual
1. Policy Statement
CUI Labs is committed to delivering high-quality products and services that consistently meet or exceed customer expectations and regulatory requirements. This Quality Management Policy establishes our framework for continuous improvement and operational excellence.
Quality Commitment: We strive for customer satisfaction >90%, defect rate <0.1% in production, and on-time delivery >95%.
2. Quality Objectives
Customer Satisfaction
>90%
Measured through surveys and NPS
Defect Rate
<0.1%
Production defects per release
On-Time Delivery
>95%
Features delivered on schedule
Process Compliance
100%
Adherence to QMS procedures
3. Process Management
Software Development Lifecycle (SDLC)
- •Requirements analysis and validation
- •Design reviews and architecture approval
- •Code reviews (mandatory for all PRs)
- •Automated testing (unit, integration, E2E)
- •Security scanning (SAST, DAST, SCA)
- •Deployment approval gates
Change Management
- •Change request documentation and approval
- •Impact assessment (technical, security, business)
- •Testing and validation in staging environment
- •Rollback procedures for all changes
4. Customer Focus
Customer Feedback
- • Quarterly customer satisfaction surveys
- • Net Promoter Score (NPS) tracking
- • Customer advisory board meetings
- • Support ticket analysis
Complaint Handling
- • 24-hour acknowledgment
- • Root cause analysis for all complaints
- • Corrective action tracking
- • Customer notification of resolution
5. Continuous Improvement
CUI Labs employs the Plan-Do-Check-Act (PDCA) cycle for continuous improvement:
Plan
Identify improvement opportunities
Do
Implement changes on small scale
Check
Measure results and effectiveness
Act
Standardize or adjust approach
6. Monitoring & Measurement
Customer Satisfaction
>90%
Quarterly
Defect Density
<0.1%
Per Release
Mean Time to Resolution
<4 hours
Monthly
Code Coverage
>80%
Per Build
Deployment Frequency
Daily
Weekly
Change Failure Rate
<5%
Monthly
7. Internal Audits
- •Annual comprehensive QMS audit
- •Quarterly process audits (SDLC, change management)
- •Independent auditors (no conflicts of interest)
- •Findings tracked with corrective action deadlines
8. Management Review
Executive management conducts quarterly QMS reviews covering:
- •Quality objectives and KPI performance
- •Customer feedback and complaints
- •Audit findings and corrective actions
- •Process performance and conformity
- •Opportunities for improvement
9. Related Policies
Document ID
POL-QMS-001
Version
1.0
Classification
Internal