1.Purpose

This Policy sets out the commitments and strategic guidelines that VAY Srl adopts with regard to quality, turning them into a framework for its Quality Management System (QMS). Through this document, Top Management communicates its vision to all staff, customers, suppliers and other interested parties, so that every business activity is aimed at creating value and meeting the expectations of those who place their trust in the organisation.

The Policy is consistent with the purpose of VAY Srl, which operates in ICT services and telecommunications, offering cybersecurity consulting, IT systems consulting and the resale of telephony and connectivity services under its own brand for the Italian B2B market. It reflects the competitive, regulatory and technological context in which the company must stand out for reliability, expertise and responsiveness to the needs of companies of every size.

2.Scope

This Policy applies to all activities carried out by VAY Srl at its registered office in Via Caldera 21, Milan (MI) and its operational site in Via Antonio Meucci 1, Porto San Giorgio (FM). It involves the entire organisation, including directors, employees and external collaborators, and covers the processes for delivering cybersecurity consulting, IT systems consulting and the resale of own-brand telephony and connectivity services.

3.Regulatory references

• ISO 9001
• Regulation (EU) 2016/679
• Italian Legislative Decree 81/2008
• Italian Legislative Decree 259/2003

4.Terms and definitions

• Quality: degree to which a set of inherent characteristics of an object fulfils requirements.
• Quality policy: intentions and direction of an organisation related to quality, formally expressed by top management, providing a framework for setting quality objectives.
• Quality management system: part of an organisation’s management system related to quality, aimed at establishing policies, objectives and processes to achieve them.
• Quality objective: result to be achieved related to quality.
• Continual improvement: recurring activity to enhance performance.
• Requirement: need or expectation that is stated, generally implied or obligatory.
• Customer satisfaction: customer’s perception of the degree to which their expectations have been fulfilled.
• Interested party: person or organisation that can affect, be affected by, or perceive itself to be affected by a decision or activity.
• Process: set of interrelated or interacting activities that use inputs to deliver outputs.
• Risk: effect of uncertainty.
• Nonconformity: non-fulfilment of a requirement.
• Corrective action: action to eliminate the cause of a nonconformity and to prevent recurrence.

5.Roles and responsibilities

• Chair of the Board: approves the Quality policy and keeps it up to date, ensuring its consistency with the organisational context and the company’s strategic direction.
• Vice Chair of the Board: supports the Chair in directing the QMS and ensures continuity of decision-making in their absence.
• Management system manager: drafts and updates the text of the Policy, checks its compliance with QMS requirements and handles its communication to all staff and to external interested parties.

6.Commitment and objectives of the management system

VAY Srl sees the quality of its services as its main differentiator in the business ICT and telecommunications market. Top Management therefore makes concrete, measurable commitments that steer the whole organisation towards excellence in delivering cybersecurity consulting, IT systems consulting and the resale of telephony and connectivity services.

The organisation puts a thorough understanding of customer needs, mostly Italian SMEs, at the centre of its work, and strives to ensure that every service delivered complies with the agreed requirements and meets expectations of quality, timeliness and reliability. Customer satisfaction is the key measure by which VAY Srl assesses the effectiveness of its performance: structured listening to feedback, proactive complaint handling and systematic analysis of service indicators feed a virtuous circle of improvement involving every business process.

Top Management promotes an organisational culture based on awareness of the risks and opportunities in the context in which VAY Srl operates, as analysed in the Context analysis. This approach makes it possible to anticipate undesired effects, seize development opportunities and direct resources to the areas with the greatest impact on service quality, from managing relationships with critical connectivity and hardware suppliers to developing the commercial offer towards integrated cybersecurity and telecommunications solutions.

VAY Srl pursues full compliance with the legislation applicable to its activities, with particular regard to personal data protection, health and safety at work and electronic communications regulation, and takes every necessary step to adapt promptly to changes in the legal framework. Compliance with statutory and contractual requirements is an essential condition for the trust of interested parties and for the sustainability of the business.

The organisation invests in the skills and professional growth of its people, recognising its staff as the asset on which its ability to deliver high-quality services is built. Continuous training, knowledge sharing and a clear assignment of roles and responsibilities ensure that every collaborator contributes consciously to achieving the quality objectives.

VAY Srl is also committed to managing supplier relationships with a view to collaboration and control, monitoring their performance and fostering stable relationships with the partners in its value chain, so that the level of service offered to customers is consistently maintained.

This Policy is the framework for setting quality objectives. These objectives, set consistently with the strategic direction and the results of the context analysis, are reviewed periodically during management review as provided for in the PRO Management review procedure, and broken down into measurable programmes as defined in the PRO Objectives and planning to achieve them. Each objective has indicators, responsibilities and timescales, and pursuing it systematically drives the QMS continual improvement cycle.

Top Management ensures that this Policy is communicated and understood within the organisation, made accessible to all staff and made available to external interested parties by publishing it on the company website. The operating procedures for defining, approving and disseminating the Policy are detailed in the PRO Management processes.

7.Filing and updating

This Policy is kept as documented information of the QMS and is accessible to all staff through internal communication channels. The Management system manager checks its adequacy at every management review and proposes any updates to the Chair of the Board, who formally approves each new revision. After each update, the current version is circulated internally and republished on the company website, so that it remains constantly available to external interested parties.

8.Reference documents

• Context analysis
• PRO Management processes
• PRO Management review
• PRO Objectives and planning to achieve them