Tweet

What is ISO 9001?

ISO 9001 was first introduced in 1987 and was derived from the British standard BS 5750. Its designation as an ISO (International Standards Organisation) standard means it is truly international and is based on input from their world-wide network of 159 national standards institutes. Committees within these institutes are formed of representatives across all sectors and industries. The aim is to keep standards fresh and on average, ISO standards are updated every 5 years, requiring 75% support from the world network to make changes.

ISO 9001 is deemed a generic (i.e. process) standard, meaning it can be applied to any organisation, across any sector, large or small and irrespective of whether it produces products or is service related. It has already been implemented by more than a million organisations across 175 countries. Unlike many industry or national standards, ISO 9001 is widely recognised (especially by the public sector) both at home and abroad.

 

Why choose ISO 9001?

It would be fair to say that most organisations' motivation for gaining ISO 9001 is to win new business.  However, once on the pathway, they quickly find benefits in terms of improved internal processes, more consistent delivery and less re-work.  Successful implementation can result in a dramatic reduction in costly errors and the resulting consequences for clients.

This has certainly proved the case for the majority of our clients. For example, Stephen Hawkins at Age Concern Hounslow said "We sought ISO certification to improve the quality and consistency of the services we offer to the older people we serve." Similarly, Peter Keast of ADA Networks said “ISO certification has improved our internal processes and awareness of how we operate and transact business.”

We find a lot of organisations apply to us for ISO 9001 certification because it is a stipulation for public sector contracts. Indeed, it is Government policy to stipulate  standards in central and local government tenders to gain assurance that the supplier is fit for purpose. Understandably, it is particularly important that government and local authorities are able to demonstrate they are spending taxpayer’s money wisely.

ISO 9001 is often a requirement in the private sector too, particular when applying to become part of a large supply chain, where the main contractor has ISO 9001 in place. One of our clients, Nicoll Curtin, certainly found this to be the case. Lawrence Hargreaves, Managing Director commented;

 

"The value that our clients hold of ISO is really quite huge - in all of our tenders there is now a requirement for ISO certification and some quite specifically ask for ISO 9001."

We’re also pleased to find that many organisations that originally sought ISO 9001 to qualify for work were pleasantly surprised to see just how much of a positive influence it had on their whole organisation. Lawrence Hargreaves continued;

 

"Although we previously had quality systems in place, there were processes that were often ‘lost’ and we maybe weren’t as organised as we could be. ISO 9001, in particular, has allowed us to really develop our existing processes and as a result we are much more organised and ready for our planned growth."

 

The Benefits

Some of the benefits have already been previously mentioned in the guide. For example, improving internal working and achieving greater consistency will reap benefits over the long term as well as make your customers very happy! It is clear that such all-round improvements lead to increased profitability through increased efficiency and productivity. Many of our larger clients also point to dramatic changes for the better. In our experience, implementing ISO 9001 when an organisation is small and growing can lead to the greatest benefits, as it lays the ideal foundations for the future.

Improving your processes and the way your organisation works boosts not only productivity but employee  motivation too. Replacing bad or even non-existent methods with functional, documented processes invariably leads to a more confident and driven workforce. ISO 9001 also instils a model for continuous improvement, which can only help further.

Outside of bidding for public sector work, the credibility of ISO 9001 throughout the business world gives a clear competitive advantage. It’s not just about winning new business either, as it provides added value to your clients too. In the current climate, keeping hold of your clients is more important than ever. This was certainly proved the case for our client, Omega Lettings.  Their Operations Manager Mario Theodosiou remarked;

 

"We have received recognition from business partners on the quality of our products and services and feel our reputation has been enhanced as a result."

 

When it came to winning more business, Peter Keast at ADA Networks added;

 

"In more and more commercial situations, having ISO certification has helped us to differentiate ourselves from competitors. It is fair to say we have won business that we may not have done without ISO certification."

It’s also useful to know that ISO 9001 is part of a group of management standards. As well as quality, covered by ISO 9001, there is a standard for Environmental Management (ISO 14001), Information Security Management (ISO 27001) and Health and Safety Management (OHSAS 18001). They share many principles, so choosing an integrated management system can save you money as well as provide across-the-board benefits.

 

Choosing a Certification Body

You could implement the ISO 9001 standard yourself and self-certify but of course, ultimate credibility is achieved when a trusted third-party speaks for you. No surprises then to find that most clients will expect, and more likely insist, that your organisation is certified by an independent Certification Body.

So, certification bodies are all the same then? No! In fact, particular care should be taken when choosing one. ISO has set-up and supports a network of National Accreditation Bodies (NABs) which are recognised by their respective national governments and who's sole role is to regulate the work of certification bodies and laboratories. The UK's NAB is called the United Kingdom Accreditation Service (UKAS). They are the only Government recognised body in the UK for the regulation of ISO certification services. UKAS accredited certification bodies can demonstrate that their people and processes meet required standards and they are regulated to ensure they maintain such standards. They are also required to demonstrate that their certifications are objective and impartial.

The Federation of Small Business’ opinion is clear, their Chairman Ian Handford said;

"If a small business chooses to take the certification route we are strongly in favour that they select a certification body carrying UKAS accreditation. I commit the Federation to make known the importance of UKAS accreditation and the value, security and confidence it brings to small business."

Using a certification body which is not UKAS accredited can be tempting because they may cost less. However, unaccredited certification could cost you more in the long run if it is rejected by your clients. In addition, UKAS accredited certification bodies must prove their technical competence, demonstrate impartiality and objectiveness in their certifications, and are audited annually. To reap the full benefits of ISO certification, follow the advice of Government and a large number of professional bodies and specify a UKAS accredited certification body.

Many private sector supply chains will also insist upon UKAS accreditation too, in order to ensure continuity. Sadly, many small businesses have tendered for work only to find that their certificate wasn’t recognised. Unfortunately, there is no legal requirement to become accredited by UKAS, so organisations can end up with certification that has proved worthless, with no recourse for compensation.

Many professional bodies, including the Chartered Quality Institute (CQI) warn that using an unaccredited Certification Body could prove costly. A statement on their website comments on unaccredited Certification Bodies;

 

"Certificates issued by such a certification body may well not be recognised by your customers as valid for the purpose of qualifying you as a supplier."

How long does certification take?

As you might expect, implementation of ISO 9001 can take longer depending on the size of the organisation. In order to be successful, a designated representative should take responsibility within your organisation. However, this doesn't mean you have to appoint a designated 'Quality Manager' just someone who is seen as the main coordinator would usually be sufficient.

In most cases the principals of ISO 9001 will soon become integrated within the organisation and before you know where you are, it'll just be the way you do things! For most organisations, the process will take 3-6 months from first visit to the award of certification.

What is involved?

The process starts with what's known as a 'Stage 1 Audit'. This is where your Lead Assessor will review your existing systems and provide you with a gap analysis report which will identify the actions required to meet the standard. This can usually be used as a helpful action plan, so don’t worry if you think you're under prepared. Many organisations find they already have a number of required processes in place, they just need better documentation and communication of what processes are mandatory and who has responsibility for what.

Once the organisation is ready and has filled the gaps highlighted in the Stage 1 report, an Auditor will visit your premises to carry out a second visit; known as the 'Stage 2 Audit'. This will reveal the effectiveness of your quality management system and whether it meets all the requirements of the standard. If you are fully compliant, you will be recommended for certification by the Auditor. The Auditors’ report will then be checked via an approvals process and if no anomalies are identified, certification is officially awarded.

Ongoing Certification

To maintain your certification, it is mandatory to have at least one surveillance audit visit per year to ensure you are still meeting requirements. Such surveillance audits sample the ongoing effectiveness of your quality management system and you will receive a written report outlining the results. These can include major or minor non-compliances and observations. Should a major non-compliance be identified, you would be given a set period of time to rectify the situation.

 

Very large organisations will often be required to have more than one surveillance visit per year. In some cases, if a large number of non-compliances are identified at each surveillance audit, your certification body may require you to undertake 6-monthly surveillance audits for an agreed period.

Every third-year a full re-audit is undertaken and this is aimed at identifying key trends of strength and weakness and your certification body would work with you to identify opportunities for improvement. Such third year audits are more extensive that annual surveillance audits and some certification bodies may charge extra to undertake them.

 

It is our philosophy to work with our clients 'without fear or favour'. However, to maintain our objectivity and impartiality we cannot undertake improvements for you but we can and will point you to recognised best practice and answer questions with sensitivity and understanding. Ultimately, we want to help you gain the most from certification and reap the benefits that a commitment to continuous improvement can offer. 

 

Get a Quote

If you're interested in finding out the costs of achieving ISO 9001 certification, we can provide a fixed price, no-obligation quote. Please get in touch using the Online Quotation Form or call free on 0800 404 7007.

 

---