Quality Manual for Delivery

BUSINESS NAME: Momentum Training Solutions

Version: 1.0

Date: July 17, 2025

Prepared by: Terri Lennon

Approved by: Jack Edwards – Operations Director

Table of Contents

  1. Purpose
  2. Scope
  3. Company Overview
  4. Quality Policy
  5. Roles and Responsibilities
  6. Delivery Process Standards
  7. Client Interaction Protocol
  8. Health & Safety Standards
  9. Performance Monitoring & Continuous Improvement
  10. Incident Reporting and Corrective Actions
  11. Training and Competency
  12. Documentation & Record Keeping
  13. Appendices

1. Purpose

To ensure that all training sessions delivered by Momentum Training Solutions meet the highest standards of quality, consistency, safety, and client satisfaction.

2. Scope

This manual applies to all tutors, assessors, and operations personnel involved in the delivery of services for Momentum Training Solutions.

3. Company Overview

Momentum Training Solutions is training provider committed closing the skills gap within the Engineering and Manufacturing sector by providing bespoke onsite training by industry professionals.

4. Quality Policy

We are committed to:

  • Delivering consistent, high-quality training solutions to delegates and clients.
  • Ensuring safety, motivation, and results in every session.
  • Continuously improving through feedback and performance data.

5. Roles and Responsibilities

  • Tutor and assessors: Ensure delivery excellence, maintain certifications, adhere to safety protocols.
  • Business Manager: Oversee scheduling, logistics, and service delivery.
  • Clients: Provide feedback and engage in training respectfully.

6. Delivery Process Standards

6.1 Pre-Session Preparation

    • Review client profile and requirements.
    • Prepare bespoke session plans and materials.
    • Confirm session timing/location (in-person or virtual).

6.2 During Session

    • Start on time.
    • Conduct introduction.
    • Monitor engagement and safety at all times.
    • Provide motivation and feedback in a supportive manner.

6.3 Post-Session

    • Record session.
    • Address delegate questions and offer post-session feedback.

7. Client Interaction Protocol

  • Greet delegates warmly and professionally.
  • Maintain confidentiality and privacy.
  • Use positive reinforcement and empathetic communication.
  • Address concerns promptly and respectfully.

8. Health & Safety Standards

  • Adhere to all local risk assessments.
  • Maintain clean, safe training environments.
  • Conduct risk assessments for each session.
  • Use clear and easy to follow materials.

9. Performance Monitoring & Continuous Improvement

  • Conduct regular performance reviews for trainers.
  • Encourage delegate reviews and feedback.
  • Implement improvements from client feedback and internal audits.

10. Incident Reporting and Corrective Actions

  • Log all incidents (injuries, complaints, near misses).
  • Notify management within 24 hours.
  • Investigate cause and implement corrective action.
  • Review and revise procedures if necessary.

11. Training and Competency

  • Tutors must hold valid, recognised certifications
  • Maintain knowledge of latest safety protocols.

12. Documentation & Record Keeping

  • Maintain accurate records of sessions, delegate feedback, and certifications.
  • Retain documentation for minimum 3 years unless otherwise required.