Specific Quality Assurance and Performance Standards

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Kalma Baby was established in 2014 to provide consultancy and training services to the health, fitness, sport, leisure, recreation, kids activities and franchise industry.  Quality is important to our business because we value our customers. We strive to provide our customers with products and services which meet and even exceed their expectations. We are committed to continuous improvement and have established a Quality Management System which provides a framework for measuring and improving our performance.

We have the following systems and procedures in place to support our vision of customer satisfaction and continuous improvement throughout our business:-

1. Gathering and monitoring of customer feedback through feedback sheets in class given out each term
2. Procedure for customer complaints
3. selection and performance monitoring of suppliers against set criteria
4. Training and Development for our employees through CPD
5. Regular analysis and audit of our internal processes
6. Specific and measurable quality objectives which reflect the vision
7. Regular reviews of audit results, customer feedback and complaints by senior team members

The Director has ultimate responsibility for quality but all employees/teachers/franchisees/licensees have a responsibility within their own areas of work so helping to ensure that Quality is embedded within Kalma Baby .  There are a number of quality and performance standards that must be maintained these are listed below:

1. The phone must be answered promptly and politely. Most people who are ringing a business for the first time will not want to leave a message. The telephone should be answered ‘Hello, this is ….(name)…(area) Kalma Baby’. Ask for relevant information including: name, age of little one and location to establish want the customer’s needs are before diverting them to the website to book. Always remember it is good practice to have an answering machine asking for all relevant details: name, age and location. Always respond to any messages that have been left as soon as possible.
2. Punctuality is essential. Always turn up to a class, meeting or an appointment on time. If you are running late, ring ahead to let them know.
3. Always be courteous and respectful to the parents and children.
4. Manage the customer expectations and experience. Always explain what you are doing, why you are doing it and explain any issues that come up.
5. Ensure that you deliver our product / service in the manner that we have taught you. This applies to any third parties you use to deliver products and services too.
6. In the event of any problems always respond promptly to the customer and seek a peaceful resolution.
7. Communicate relevant information to Head Office in accordance with the Manual and your Agreement.
8. Ensure you only order stock, services, supplies and equipment from recommended suppliers to ensure quality.
9. Pay all fees and stock and supply payments on time.
10. Inform your line manager or Head Office immediately of any problems.
11. Maintain any premises, vehicles and stock in a first class condition.
12. Ensure that you produce any required accounts and management information in an accurate and timely manner.
13. Ensure you put in the required effort and activity.

Its important to understand and familiarise yourself with protocols and systems we use as teachers.  Below is a list of templates which are used within the brand.  Copies should always be kept of all documents and those containing customer or customer data always kept securely in line with data protection.

A Health Disclaimer

A health disclaimer form should be signed for each child attending or who has attended a class and should declare any health issues they have on the form. If they move on to different venue then a new form should be completed for that venue. Health forms can be filled in online when your customer books so all the information you receive is stored electronically.  Paper copies of forms should always be carried in case of need to fill one in during a class for those not done electronically.

Health disclaimers should also be signed by the head of the organisation where the parents are not present such a school or nursery and the organisation is responsible to obtain one from their parents.  This information will be given at the time of booking and transfers to the register, this information should be kept and filed away for 10 years.

Register

A register must be kept for all venues for health and safety purposes and forms part of your complete risk assessment. An emergency number needs to be given for use in any emergency situation that occurs during the class and also if the class has to be cancelled they will need to be contacted.  This information is asked for at the time of booking online.  Should you notice that an emergency contact has not been given YOU must ensure in the first class that you get the additional information. In the event of an emergency you must make sure you take your register with you to the assembly point and ensure that everyone signed in is present.  Registers are done online with the booking system and should be  kept after terms are complete and filled away securely in line with data protection.  Because the register acts as your health and photo permissions form you must keep it on file for 10 years.

Photo Permission

A permission slip needs to be signed by all adults on behalf of their children who take part in the classes. If they choose not to have their photo taken then make sure that they are not captured in the shot. This information is collected at the time of booking and an option given for yes or no.  The information will be transferred to the register.  Always ask before taking a photo that all parents have signed the permission slip, also make parents aware that when taken photos of own child/children to ask the other children’s parents/carers for permission if going to be in the shot also.  As a reminder to parents/carers should they use social media, they should always be respectful of others children.  Photos taken by yourself should be displayed in private groups.   This information is on the register online and should be kept for 10 year.

Risk Assessment

As outlined in policies and procedures a risk assessment MUST be done before commencing a class in all venues.  The same is said for taster sessions or any events where a teacher will be using their techniques on children.  In all cases a Kalma Baby risk assessment must be done and should be given to venues should they need a copy.  These should be updated every term, but all risks should clearly be identified and noted weekly for changes and new risks added.

Choosing a Venue

It is very important to choose the right venue for your classes.  Taking into consideration, the brand, the age group, the location, the access and times available.  Below are some points to consider when choosing.

Booking the time slot

Make sure when booking a double slot you leave enough time for change over, about 10 minutes is long enough. Some venues will charge for the set up time where as others will only charge you for the time of class, to avoid unnecessary charges please set up and tidy away in the time you have arranged.  Classes are kept to 45 minutes as a rule to also allow for this.

Environment

Make sure the room is not too hot but not too cold, well ventilated, light but with the ability to dim the light for relaxation. It should be clutter free and clean with clear signs for emergency exits (make sure parents are aware of the exits in case of emergency) also preferable with changing facilities. It should have covered electric sockets and the furniture should not be stacked too high.  You should ensure you have adequate space to perform a class and set as required for each session.

Location

Choose a venue with easily accessible car parking facilities, and disabled access. Check whether the venue has stairs.  Make sure the venue you choose is not a postcode that has been licensed by another instructor in your area before any time or money is spent on promotion.  Ensure there is space prams or car seats or that they can be left securely as most parents arrive with these.

Nurseries/ Schools

Before teaching any Yoga class in a school or nursery settings, you must get written permission from the nursery/school head teacher, staff and parent/carers for them or their baby/children taking part in the class.  This should include health/disabilities/SEN needs.  Often a nursery will ask for a Method Statement as well as your other documents as well as policies and procedures.  A method statement shows what the overall objective is and what you are going to put in place to deliver it.  It also highlights who is responsible for what areas and keeps health and safety standards high.

Kalma Baby employees/teachers/franchisees/licensees must:

• Have equipment that should be safe and conform to EC standards and use props that are age appropriate depending on the age of the class. Ensuring any old, worn or broken equipment is replaced immediately.
• Ensure completion of disclaimers, risk assessments, photo permission and registers before class delivery.
• All equipment should be laundered or disinfected on a regular basis – termly or if a poorly child has attended etc
• Practitioners should hold their own personal indemnity insurance and the appropriate level of insurance cover for the setting in which they wish to work.
• Complete risk assessments on all venues to be used before commencing classes.
• Have an up to date safeguarding training to level 1, an up to date first aid certificate and an up to date enhanced DBS at all times of the contract.
• Follow the dress code when conducting classes, or representing the brand outside of work at an event, or publication/marketing event
• Act in a professional manner in and out of the work place whilst acting appropriately within any setting in which you teach.
• Only practice skills of which they are qualified and competent – follow the plans given and stay updated within their skill area and when unsure of any practice they should seek help.
• Practice within legal boundaries
• Stay within the guidelines set out by the government for the child to teacher ratio.
• Respect their customers’ needs and the needs of their child.
• Be discreet and take into account customers emotional, social and physical limitations
• Treat everyone equally regardless of gender, age, ethnic origin, religious belief, disability, marital status, sexual orientation, or any other individual characteristic which may be unfairly affect a person’s opportunities in life.
• Adhere to policy and codes of practice, templates and contracts set out by Kalma Baby
• All suppliers and accounts are paid on time and kept upto date along with giving the Licensees/employees/franchisee/teachers address details (where needed)

Compliance visits will be carried out twice a year Franchisees/Licensees/employees/teachers must be available for these visits