HUSBAND and wife team Mary and Andy Gulliver began their UK computer supplies and software development firm Rivendale Systems in 1994. They applied for ISO 9001 (International Organization for Standardization) certification, and say the quality management system they implemented as a result has improved both the way the business is run and the service it offers. Mary takes up the story.
Applying for ISO certification
"I was pleased to find it wasn't as expensive as we'd thought. We used a company called IMSM. Their adviser took us through what we did, how we did it and what records we kept. They came back with a written manual from which our systems were set up. This covered everything from document control to measurement and improvement."
Defining business aims through ISO audit
"The key objective we got from the process was to keep better records so that we could gather more useful information, both about the way we and our suppliers were performing and our interaction with customers. The customer focus is something new and comes from the ISO 9001 standards."
How ISO can improve business processes
"When doing an audit, you realize there are processes that could be changed for the better. For example, when we used to send out a quote, we'd keep a record in the quotes file and a separate record of orders that came from the quote, but we'd never thought to match the two up."
Reaping the rewards from ISO certification
"During the internal audit I realized we should put a column in the quote register that told us whether the quote had generated an order. By making this simple change we can see which quotes lead to new business, and it also means we can chase up those people who didn't place an order to find out why.
"I'm not sure how much extra business the ISO certification has brought us or helped us retain, but I'm certain the benefits outweigh any extra work we have to do in terms of auditing and record-keeping. I would definitely encourage other firms to consider it. We have the ISO certification sign on our letterheads and on our website - if you've got it, flaunt it."
Top ISO tips
1. Make the system work for you. Generic procedures suggested by a consultant should be modified to suit your specific requirements.
2. When auditing, talk to your employees, who may be able to tell you better ways of doing things.
3. Don't wait for an audit to make improvements, as any changes made can start to benefit the business straight away.
This case study was sourced by UK government-funded advisory body Businesslink, a free business advice and support service.
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CASE STUDY: How ISO standards can woo clients
Mary Gulliver of Rivedale Systems
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Client & Customer Content (What’s this?)
12/11/2009
