The Kitemark® Scheme is a voluntary scheme covering the minimum removal service as defined in BS EN 12522. (The scheme does not cover any additional, optional services listed in BS EN 12522-1 clause 4.4 'Recommendations for additional, optional services'.)
The following information provides guidance for new applicants and existing Licensees as to the application process and ongoing requirements of the scheme.
Scheme requirements
The scheme consists of the following elements:
- Pre-certification activities:
- Quality systems assessment
- Service evaluation
- Customer satisfaction evaluation
- Certification recommendation and decision
- Continuing surveillance
Pre-certification
Quality system assessment
A nominated BSI Representative will assess the service provider’s “quality system” against the quality approach requirements of BS EN 12522-2 clause 4, and the service provider’s Quality Plan (see quality plan guidance) and report the findings to the Scheme Manager.
Service evaluation
The nominated BSI Representative will audit the provision of the usual furniture removal service against BS EN 12522-2 clause 3 and report the findings to the Scheme Manager. This shall include an audit of the service provider’s monitoring of customer satisfaction carried out after completion of the removal operation See BS EN 12522 clause 3.4 After sales service.
Customer Satisfaction Evaluation
An evaluation of customer satisfaction data will be carried out by the Scheme Manager, based on questionnaire returns received from the service provider’s customers, either via the review of the service provider’s signed waybill delivery note / work completion declarations or directly from the service provider’s customers. This will commence from the date of the Kitemark® Licence, at which time at least three month’s data shall be available for review.
Certification
Certification recommendation
Where both the quality system and the service meets the scheme requirements the Scheme Manager will make a recommendation for the Kitemark® Licence to be issued.
The Kitemark Licence
Once the certification recommendation has been accepted, a licence to use the Kitemark® is issued to the client. The licence provides sufficient detail to identify the service activity which may be associated with the BSI Kitemark®.
Continuing Surveillance
Assessment visits
Following the issue of the Kitemark® Licence a nominated BSI Representative will carry out continuing assessment visits at a frequency of one visit per annum. The duration of visits is dependent on a number of factors, including the number of personnel, existing certification and previous assessment performance.
Customer feedback monitoring
Customer satisfaction questionnaire returns will be reviewed periodically by the Scheme Manager to independently monitor service provision.
For further information about the Kitemark® for Furniture Removal services, please Contact Us.
