Universal Avenue Quality Policy

1 About this policy

The Management Team has developed the Quality Policy that governs day-to-day operations to ensure quality. The Quality Policy is released as a standalone document as well, and is communicated and implemented throughout the organization. Ultimate responsibility for the Quality Policy rests with CEO, Johan Lilja. Quality is key to our business because we value our customers. We strive to provide:

  • Small and Medium-sized businesses with products and services that meet and exceed their expectations
  • Independent Software Vendors with relevant small and medium-sized business customers acquired through high quality sales
  • Partners with supplementary products and services to broaden their portfolio and improve their offering to their customers.

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 us in our aim of achieving an NPS of 10 and continuous improvement throughout our business:

  • Regular gathering and monitoring of customer feedback
  • A customer complaints procedure
  • Selection and performance monitoring of suppliers against set criteria
  • Training and development for our employees
  • Regular audit of our internal processes
  • Measurable OKRs which reflect our business aims
  • Management reviews of audit results, customer feedback and complaints
  • Our internal procedures are reviewed regularly and are held in this Quality Manual which is made available to all employees

Johan Lilja - Founder & CEO

Quality policy scope

The Quality Management System applies to all Universal Avenue's processes, activities and employees, and includes the delivery of all hardware, software, and services offered by the company. As a reseller, Universal Avenue can exert limited influence over Brands' and Partners' operational processes. To counteract this, the Brands & Partners team has developed policies to proactively screen out and retroactively off-board brands and partners that fail to meet established criteria. The quality policy scope has been determined in concert with the Risks and Opportunities and Stakeholder analyses.

The company's business facility is located at:
Grev Turegatan 5E, 114 46 Stockholm, Sweden

The company claims no exclusions from the ISO 9001 standard.
The following worksite is excluded from the company quality system at this time; in the future, these may be incorporated into the company QMS, and this manual will be updated accordingly.
Östra Hamngatan 1, 411 10 Gothenburg, Sweden

How do we interpret quality?

We view quality as satisfying stakeholder expectations. For all teams, the primary stakeholder is the end customer, the SMB. However, many teams best achieve this by delivering quality obliquely. The Product team, for instance, best serves SMBs through building a digital platform that enables other teams, such as Brands & Partners, Operations & Analytics, and Finance, to do their work best. Partners & Brands, meanwhile, can best serve SMBs by onboarding the best solutions. People & Culture ensure only the most capable, quality-driven candidates become part of the Universal Avenue team.

How do we meet our quality standards?

The way we define, manage and track quality objectives is documented in the OKR Framework.