In early 2020 we were asked by a company specialising in telephone answering and remote business support to help them implement a full QMS (Quality Management System) from scratch in compliance with ISO 9001:2015. The organisation had very little in the way of documented quality controls and subsequently required a full business review to establish the processes, resources and procedures within the organisation.
We spent half a day within the organisation observing all the staff and talking with the directors to identify the processes and systems involved in operations and management of work.
From this we provided a full report of the business including where we felt the QMS would help provide levels of control and checks to monitor quality standards. Right from the start we were able to make suggestions and improvements to the processes within the business to improve efficiencies and reduce mistakes being made or at least increase the likelihood of mistakes being identified early on to avoid affecting the end service.
The work is on-going, and with a Certification Audit planned this year, we continue to support the company and ensure the system is fully tested and internally audited.