Case Study – Implementing and managing Quality Systems the easy way.

Established in Cheshire in 2004 by an experienced board of directors, Concerto has earned its reputation with clients as their trusted and long-term business partner. Whether public or private sector, clients use their software to streamline back office and supporting functions, so that they can protect and improve their operations and outputs. Concerto are a ISO 09001 accredited company. the quality of their software, the way they work with customers and how they communicate is of the utmost importance.

ISO 9001 – What is it?

ISO 9001 is the internationally recognised standard for the quality management of businesses. It applies to the processes that create and control the products and services an organisation supplies. It prescribes systematic control of activities to ensure that the needs and expectations of customers are met. It is designed and intended to apply to virtually any product or service, made by any process anywhere in the world.

ISO 9001 has changed significantly over the last ten years with the focus now on ‘processed’ based systems and improvement as opposed to documented systems. This has given organisations more flexibility to model systems around the way they work instead of changing their operations to suit the standard.

Concerto found that there own P2 project management was ideal to firstly, implement ISO 9001 (and ISO 14001 – the environmental standard) and secondly, manage and maintain the system.

The benefits of implementing ISO 9001

Implementing a Quality Management System will motivate staff by defining their key roles and responsibilities. Cost savings can be made through improved efficiency and productivity, as product or service deficiencies will be highlighted. From this, improvements can be developed, resulting in less waste, failures and fewer complaints.

How do you start to implement ISO 9001? What is involved?

• Identify the requirements of ISO 9001 and how they apply to the business. Establish quality objectives and how they fit in to the operation of the business.
• Produce a quality policy indicating how these requirements are satisfied.
• Communicate them throughout the organisation.
• Evaluate the quality policy, its stated objectives and then prioritise requirements to ensure they are met.
• Identify the key processes, produce procedures or flowcharts as required.
• Once developed, internal audits are needed to ensure the system carries on working.

Assessment to ISO 9001

Once the requirements of ISO 9001 have been met, it is time for an external audit. This should be carried out by a third party, a UKAS accredited certification body. Eg BSi or ISOQAR. They will
review the quality manual and procedures, followed at a later date by an assessment to ensure that working practices observe the procedures and stated objectives and that appropriate records are kept.

After a successful audit, a certificate of registration to ISO 9001 will be issued. There will then be surveillance visits (usually once or twice a year) to ensure that the system continues to work.

Concerto gained both ISO 9001 and ISO 14001 certification in February 2010. This was followed by the first ‘Surveillance’ visit in August – a very successful visit with zero nonconformances identified.

Steve Burns

Member of the Chartered Quality Institute
BSi Associate Consultant

I help you increase profits, save money, enhance your credibility and gain preferred customer status.  As a professional consultant, I improve your businesses performance whilst saving you money.

I am based in Macclesfield, Cheshire but provide an independent service to clients across the UK.

I understand that cost is often a primary concern, so the approach I take offers a very cost-effective way of getting companies successfully registered.

If you are looking to reduce your business costs, attract new customers and increase profits call Steve Burns on 07881 794843 for more information or to arrange a no-obligation consultation.