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Quality Standards

To continually improve customer satisfaction and to provide a basis for business excellence, NSS National Procurement has incorporated a quality management system that comprises:

  • a Quality Manual
  • Quality Policy
  • Quality Procedures,  
  • and Work Instructions.

The scope of the quality management system covers all of the activities within NSS National Procurement. The necessary processes and procedures to maintain the quality management system have been identified and documented and are available at the point of use.

NSS National Procurement's senior management team is committed to the development, implementation and continuing improvement of its quality management system.  This is demonstrated by communicating throughout the organisation the importance of meeting and satisfying the needs of the customer, as well as all relevant legal and regulatory requirements such as EU regulations, Standing Financial Instructions and Contract Laws. 

The Quality Management team is tasked with ensuring our ongoing compliance and accreditation to agreed standards. 

Currently the organisation is accredited to ISO9001:2008 and, through a supportive internal audit process, ensures that our conformance, corrective/preventative action and continuous improvement activities are prioritised.

ISO 9001:2008

This International Standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance custom satisfaction by meeting customer requirements.

ISO 9001:2008 specifies requirements for a quality management system where an organisation:


  • needs to demonstrate its ability to consistently provide a product or service that meets customer and applicable regulatory requirements
  • aims to enhance customer satisfaction by applying the system effectively, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory  requirements.

National Procurement was accredited with ISO 9001 certification in May 2006 and is continually assessed on a rolling three-year cycle.

Quality Policy

Procurement, Commissioning and Facilities will strive to be the leading provider of professional services, including the management and commissioning of clinical services, through the provision of expertise and collaboration working, enabling and supporting 'Scotland's Health'.

We will constantly seek to exceed customers and stakeholders expectations through continual improvement and innovation, leading the way in an ever changing health and social care environment, for the benefit of the population of Scotland.

We will review and improve the effectiveness of our Quality Management System, in accordance with our Quality Framework and ISO 9001:2008 certification, through the involvement and development of our greatest assets - our people, our customers and our stakeholders.

Please note- National Procurement is a directorate, managed within the Procurement, Commissioning and Facilities business unit of National Services Scotland.

Quality Manual

The key processes and procedures to maintain the quality management system, and achieve business objectives, have been identified within the Quality Manual.

The Quality Manual and associated processes, procedures and work instructions are managed and controlled through Q-Pulse, our Quality Management System software.

Audit and Review

National Procurement is subject to both internal, second party and external audits conducted by third party organisations.

Internal audits are conducted in accordance with the annual audit schedule which is approved by our senior management team. All functions are covered by this and the audits are conducted competent internal auditors.

Second party audits are conducted by KPMG.

Third party audits (external) are conducted by BSI against ISO 9001:2008.

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