Quality Policy
How Mars Training Ltd designs, delivers, reviews and improves its training — and what a delegate and a sponsoring employer are entitled to expect from every programme.
Training is worth what a delegate can use the week after it ends.
This page is a public statement of what Mars Training Ltd commits to on training quality. It applies to every programme we run — scheduled public courses, in-house programmes designed for a single organisation, and sessions delivered online — and to everyone who teaches on or supports a Mars programme, associate trainers included.
It describes what we actually do rather than what would read well. For that reason it claims no certification or accreditation we do not hold, and it borrows none of the language of a formal quality manual. The test we hold ourselves to is a plain one: did the programme deliver the outcomes it was advertised to deliver, and could the delegate use them at work?
Quality here is an organisational responsibility. It does not rest on the trainer standing in front of the room alone.
Four commitments we are judged on
Design, faculty, delivery and materials. These are the four places where a programme is either made or wasted.
How a programme is planned, reviewed and improved
Five stages that repeat for every run. No programme is delivered again without passing through them.
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01
Establishing the need
Before design begins we establish who the programme is for, the professional level it assumes and any prerequisites. For in-house work we agree with the sponsoring organisation what it needs the programme to change, and how that will be judged, before content is agreed.
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02
Design and internal sign-off
Outcomes, a session plan, exercises and the ways learning will be checked in the room are drafted, then signed off by the programme owner in the training team before the public outline is published.
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03
The pre-run check
Ahead of each run we confirm that the assigned trainer is qualified for the subject, that materials are at their current version, that joining instructions have gone out in good time, and that the room or platform and any requested adjustments are ready.
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04
The post-delivery review
The trainer records, against the session plan, what ran as designed, what they changed and why, and which delegate questions exposed a gap. That note is kept with the delegate evaluations in the programme file.
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05
Improvement and decision
Senior management and the training team review these files on a regular cycle. Each corrective action is assigned to a role with a date, and the change is folded into the next version of the programme. Where a programme repeatedly fails to deliver its outcomes it is rebuilt or withdrawn from the schedule rather than left to run.
What we collect, and what happens to it
Evaluation is how a programme gets corrected. It is not a source of quotable lines for a brochure.
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Three collection points
A short mid-programme check by the trainer, so that anything wrong can be corrected while the programme is still running; an end-of-programme evaluation offered to every delegate; and a follow-up with the sponsoring organisation after in-house and group bookings.
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What we ask about
Whether the published outcomes were met; whether the level and pace suited the group; the trainer's effectiveness and the clarity of the materials; the venue, platform and logistics; and whether the delegate would recommend the programme to a colleague. Evaluations may be given without a name.
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How it is handled
Every returned form is read, and results are aggregated by programme and by trainer. A single strongly negative response is followed up on its own rather than averaged away, and a theme that recurs becomes an action at the improvement stage. Anything concerning an individual trainer's performance is discussed with them directly.
What a delegate can expect
Stated as commitments, not aspirations. If we miss one of them, we expect to be told.
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Honest information before you book
An outline that reflects what will actually be taught: the outcomes, the level assumed, any prerequisites, the duration, and what the fee does and does not include.
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Joining instructions in good time
Venue details or session link, timings and any preparation required, sent far enough ahead to be useful.
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A trainer who has practised the subject
Someone who can answer questions about applying the material because they have had to apply it themselves.
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The programme you registered for
If the trainer or the content changes materially, you hear about it before the programme starts, not in the room.
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Materials you keep
A dated, versioned reference you can work from afterwards, not slides that close with the projector.
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A record of completion in your name
A certificate of completion issued by Mars Training Ltd, naming the programme, its dates and its duration, for delegates who meet the attendance requirement.
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Confidentiality in the room
Cases and employer information raised by delegates are not repeated outside the room or reused as examples elsewhere without permission, and personal data is handled in line with our privacy notice.
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Equal and respectful treatment
A room free of discrimination and harassment, with reasonable adjustments arranged for anyone who asks for them ahead of the programme.
Raising a quality concern
We acknowledge any concern about the quality of a programme, and tell you who is dealing with it and when to expect an answer.
It is then reviewed by someone who was not involved in delivering the programme in question, against the session plan, the trainer's own post-delivery note and the evaluations from that same group. The trainer is given the chance to put their account of it.
You get a written answer setting out what we found and what we will change. Where we do not agree with the concern we say so and explain why, rather than offering a polite non-answer. If the reply does not satisfy you, you may ask for the matter to be escalated to senior management, and it will be.
Every quality concern is logged against the programme file and carried into the periodic review, so that the individual case is not settled while the cause of it is left in place.
Mars Training Ltd accepts responsibility for the quality of every programme that carries its name. Ultimate responsibility for this commitment sits with the Managing Director; senior management and the training team are accountable for putting it into practice, run by run.
This statement is reviewed periodically and updated whenever our practice changes — not whenever the marketing language does. It is issued in the name of the organisation rather than an individual, because the commitment stands whoever holds the role.
Issued by Mars Training Ltd
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