I was wondering how many of you have a formal quality program at your shop?

We do not it is just how we do business it is not a separate program it is what is expected of each and every employee

I would be surprised if any of the small businesses had a quality program just because of resource constraints unless they are a manufacturer

We do not have a quality program either.

I would not say we have a formal written plan but we do sit new employees down and review customer service and operational protocols which includes the importance of delivering quality service.

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I would not call it formal but we have each of our returns checked by another accountant as a quality control measure. Rarely do we find mistakes but occasionally we do and we find the procedure well worth the time investment.