3.1) SUSTAINABLE POLICY
AMRB_MENA headed by General Manager Mr Gagan Bhalla, hereby make our sustainable policy for the year
2013-14 in which we believe that our business can and will make a positive contribution to the society and
the environment by managing our activities with care and working towards making and promoting the social
and environment causes. In all our relationship we will be open, honest and transparent and we will not pay
or receive any bribes or inducements of any kind.
We will select and promote our people on the basis of qualifications and merit and without discrimination or
concern for their race, religion, nationality, color, sex or disability. We will support our people with adequate
training and career development path and shall provide a safe and a civilized workplace free from sexual
harassment or offensive behavior.
We will comply with all the applicable regulations and self-regulating code of practice in all our country of
operations and not offend by our words or actions any general public, minority or any sections of the society
or individual.
We will use minimum of our scarce resources namely energy, oil, fuel, water and paper and shall make
quantitative targets to reduce the key environment impacts.
Further, AMRB_MENA will respect the national and international laws and operate in a manner that we shall
have a high standard of honesty and integrity.
We will treat all the information relating to our business and that of our client’s as confidential and we will
not use it for our personal gains.
This Quality Manual is part of AMRB_MENA headed by General Manager, Mr Gagan Bhalla and represented
by his Qualified Management Team headed by Management Representative Mr Sukhdev Singh and Mr
Rohan Karankal, it includes its Head Quarters in Dubai and its representative offices in UAE, Kingdom of
Saudi Arabia, Egypt, Morocco and Algeria.
AMRB_MENA is a leading research organization supporting its major clients BAT, Kraft, Unilever ENOC,
WRDC, ETISALAT, Du and many other esteemed clients. It is the arm of a well reputed UK & US registered
company WPP Inc, which is a world leader in communications services, comprising leading companies in:
Advertising Media Investment Management Consumer Insight Public Relations & Public Affairs Branding &
Identity Healthcare Communications Direct, Digital, Promotion & Relationship Marketing
Specialist Communications a market leader in Advertising and Research….
AMRB_MENA endeavors for complete customer satisfaction by reducing the occurrence of errors and give on
time quality research reports as desired by their afore-mentioned customers and documented in the contract
documents.
4.1) Quality Policy
AMRB is a customer focused organization, which endeavors to be a leading business organization in
the field of market research, satisfying its customers with on-time high quality reports based on
authenticated data collected by its Field Operations team and subsequently processed by its Data
Processing department.
The data collection process at AMRB is based on processes that ensure that we speak to the right
respondents, in the right manner, and collect authentic and valid consumer responses. There are
checks and balances in place at every stage of the data collection and data processing process so as
to identify and isolate any human errors. Any non-conformities are addressed as per laid out
procedures, with the aim to provide the highest quality data to the Client Service team, based on
which they can deliver insights to clients.
All details related to fieldwork and data processing are properly documented and preserved as per the
relevant ISO standards, in our case ISO 20252:2012 and ISO 9001:2008.
AMRB has a trained and qualified Management Representative who heads the internal team of
professionally trained Internal Quality Auditors.
AMRB’s vision and mission statements drive business success by motivating and providing clear
direction to employees, and ensuring that we work ethically with external suppliers as well as clients,
resulting in to high customer satisfaction and retention.
AMRB conducts its research based on utmost confidence for its customers and the reports are not
made available to third parties without their express authority and consent and are stored securely in
a proper and safe manner.
AMRB functions based on the framework of legal requirements of the countries in which it operates.
AMRB also aims to reduce its environmental footprint to make it a sustainable growing organization.
AMRB has strict internal quality audits which are done 2 to 3 times a year. In case of major non
conformities further investigation is conducted via root cause analysis to ensure that the issue is
permanently resolved.
AMRB aims to have as few customer complaints as possible and in case any disputes do arise, they are
resolved in the best interests of both the parties and with the commitment to quality and fair business
practices.
AMRB initiates a program of continuous improvement in its key processes which are evidenced in its
objectives and targets which are monitored and reviewed on monthly basis and carried out by its
people under the guidance of the Top Management.
Ref: Clause: 3.1 Org & Resp. in ISO Manual 20252:2012