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Quality Supporting Procedure 

Audit, Training, Non‑Conformance & Data Protection Controls

(Supporting the Whispers in Time Quality Policy Statement)

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This procedure outlines the supporting systems that ensure Whispers in Time maintains consistent, reliable, and continuously improving standards of care. These processes complement our Care, Custody & Traceability Procedure and reflect our ISO 9001‑inspired approach to quality management.

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1. PURPOSE

To ensure that Whispers in Time operates with:

  • Clear accountability

  • Consistent standards

  • Documented training

  • Secure handling of customer information

  • A structured response to any unexpected issues

  • Regular internal review and improvement

 

2. SCOPE

This procedure applies to:

  • Internal audits

  • Staff training and competency

  • Non‑conformance and corrective actions

  • Data protection and secure record‑keeping

 

3. INTERNAL AUDIT PROCESS

 

3.1 Frequency

A light‑touch internal audit is carried out monthly, with a full review annually or when processes change.

 

3.2 Audit Areas

Each audit covers:

  • Accuracy of documentation and tracking sheets

  • Correct labelling and identification of ashes

  • Secure storage (safe locked, containers labelled, segregation maintained)

  • Workspace cleanliness and one‑at‑a‑time working practices

  • Communication logs (ensuring all five customer updates were sent)

  • Packaging and dispatch records

  • Compliance with the Quality Policy Statement

 

3.3 Audit Method

A simple checklist is completed and signed by the auditor (Laura or May).

  • Any issues are recorded and reviewed with our external quality consultant.

  • Improvements are implemented and documented.

 

3.4 Audit Records

Audit checklists are stored securely for a minimum of three years.

 

4. TRAINING & COMPETENCY

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4.1 Authorised Personnel

 

Only one individual handles ashes and inclusions:

  • Laura O’Neill - Director

 

4.2 Training Requirements

Individuals handling ashes must demonstrate:

  • Understanding of the Care, Custody & Traceability Procedure

  • Knowledge of Scottish Government best‑practice principles

  • Competency in documentation and record‑keeping

  • Awareness of data protection responsibilities

  • Ability to follow one‑at‑a‑time working practices

  • Familiarity with the unique poly‑poxin resin method

 

4.3 Ongoing Development

  • Training is refreshed annually.

  • Any process changes are reviewed together and documented.

  • External quality consultant input is incorporated into training updates.

 

4.4 Training Records

A simple training log is maintained, recording:

  • Date of training

  • Topics covered

  • Signatures of both trainer and trainee

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5     NON-CONFORMANCE & CORRECTIVE ACTION PROCEDURE

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5.1.  Definition

A non‑conformance is any deviation from expected standards, including:

  • Missing or incomplete identification details

  • Delayed communication

  • Packaging issues

  • Customer dissatisfaction

  • Errors in documentation

  • Unexpected condition of ashes on arrival

 

5.2 Immediate Actions

When a non‑conformance occurs:

  1. The issue is recorded in the Non‑Conformance Log.

  2. Work pauses until the issue is resolved.

  3. The family is contacted promptly and sensitively if required.

 

5.3 Corrective Actions

Corrective actions may include:

  • Re‑training

  • Updating documentation

  • Adjusting processes

  • Replacing or remaking jewellery at no cost

  • Improving communication templates

  • Reviewing supplier performance

 

5.4 Review

All non‑conformances are reviewed during monthly audits and with our external quality consultant to prevent recurrence.

 

6.  DATA PROTECTION & RECORD SECURITY

 

6.1 Customer Information

We collect only the information necessary to fulfil an order:

  • Customer name and contact details

  • Name of the deceased

  • Cremation reference number

  • Order details and communication history

 

6.2 Storage of Information

  • Digital records are stored securely with password protection.

  • Paper records are kept in a locked cabinet accessible only to authorised personnel.

  • Cremation reference numbers are used solely for traceability and are never shared externally.

 

6.3 Retention

Records are retained for seven years in line with good practice for small businesses.

 

6.4 Confidentiality

All customer information is treated as confidential and is never shared with third parties except:

  • Postal services for delivery

  • Our external quality consultant (process review only, no personal data)

 

6.5 Disposal

When records reach the end of their retention period:

  • Paper documents are shredded

  • Digital files are securely deleted

 

7. CONTINUOUS IMPROVEMENT

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Whispers in Time is committed to:

  • Reviewing procedures regularly

  • Acting on customer feedback

  • Learning from non‑conformances

  • Updating processes with support from our external quality consultant

  • Maintaining a culture of care, respect, and accountability

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