Tours D’ Force Quality Policy

Title: Customer Focus Doc. ID: PQ5.2 Rev # 11/30/10 Page 1 of 3

All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder
on the ‘tdfqs1’ and are regularly backed-up. The list of folders and files serves as the master list. The file revision
date is the latest revision date. All printed documents are uncontrolled copies.

Customer Focus Policy

Introduction
Tours D’ Force’s business model is based on the development of long-term client relationships, through the use of a
customer- focused approach to all of our business activities.

We aim to provide consistently high quality solutions and services that deliver real business value and exceed client
expectations and we believe that our strong customer focus is the key to achieving our objectives.

Our customer focus policy is built around the following key principles:
 We strive to understand client’s requirements and business objectives.
 We only provide solutions and service that we can support and we only recommend technologies that are either
best-in-class or are comparably fit-for-purpose, given client functional requirements and commercial
constraints.
 We always treat our clients and prospective customers courteously and we always respect their privacy,
confidentiality and security requirements.
 We use clearly established communication channels to ensure our clients and customers are provided with a
prompt response to all enquiries and support requests.
 We monitor our customers’ views constantly strive to identify any concerns they may have and implement
prompt remedial action, where appropriate.

General Policy

Customer satisfaction is the foundation of Tours D’ Force operations.

Quality is a prerequisite for customer satisfaction.
 Tours D’ Force Quality Policy
Title: Customer Focus Doc. ID: PQ5.2 Rev # 11/30/10 Page 2 of 3

All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder
on the ‘tdfqs1’ and are regularly backed-up. The list of folders and files serves as the master list. The file revision
date is the latest revision date. All printed documents are uncontrolled copies.

Quality is a Tours D’ Force business value, the Tours D’ Force Group shall be ranked as a number one leader in customer
satisfaction and in terms of Quality among the world’s best providers of virtual tour-related hard and soft products. All
Business Areas and Units will contribute to this achievement through customer focus, commitment and participation by
everyone, a process approach and continuous improvement.

Procedural Policies
Customer Focus
Quality is a measurement of our performance as experienced by our customers.
Success in our market depends on our ability to always provide our clients with products and services that
meet or exceed their expectations. To succeed we must perform better than our competitors. This requires
that we continuously listen to our customers in order to understand their needs, and promptly implement
sustainable improvement in our operations based on these needs.

Commitment and Participation by Everyone

Each employee within the Tours D’ Force Group shall always be customer-focused and committed to Quality
excellence. This is a personal responsibility, a mindset, originating from the Tours D’ Force Group’s culture
and values.

Each employee within the Tours D’ Force Group is expected to actively contribute to the achievement of
Quality excellence. To continuously manage this, everyone needs to have an open mind for change, have a
forward view of operations, base actions on facts and apply a long-term perspective.

Suppliers, dealers and business partners within our sphere of influence are encouraged to adopt the principles
in this policy.

Process Approach and Continuous Improvement

Quality excellence will be achieved by identifying, documenting, and continuously improving our processes.
Customer needs shall be transformed into individual action items and results monitored against measurable
objectives.
This way, every individual can understand how to contribute to customer satisfaction and Quality
improvement. Processes will be continuously reviewed and action taken to ensure they are relevant and
effective. Regular comparison and evaluation will be performed based on best industry practices.
 Tours D’ Force Quality Policy
Title: Customer Focus Doc. ID: PQ5.2 Rev # 11/30/10 Page 3 of 3

All Tours D’ Force internal controlled documents are electronically maintained in the Quality Standards Master Folder
on the ‘tdfqs1’ and are regularly backed-up. The list of folders and files serves as the master list. The file revision
date is the latest revision date. All printed documents are uncontrolled copies.

A preventive and proactive approach will always be applied.

Associated Documentation

 Operational Procedures PP7.2.3: Customer Feedback and Complaints

 Operational Procedures: Customer Satisfaction

Author: Owner/Operator of Tours D’ Force Approval: Authorized by: Hal Holubik Implementation Date: 11/29/10
Hal Holubik
Hard Copies are not controlled
Printed:
ISO Doc. # PQ 5.2 Customer Focus Copyright  2010 Tours D’ Force Group