Case Study: Age Concern Hounslow
Age Concern Hounslow provides services for older people in Hounslow, focusing on developing an active age programme, information, advice and support services (including personal care and a handyperson service). In October 2010, they merged with their sister organisation, Age Concern Feltham.
Age Concern Hounslow are one of an increasing number of Age UK
charities that have chosen The British Assessment Bureau (BAB)
to assist them in achieving the internationally recognised ISO
9001 quality and ISO 14001 environmental management standards.
Having successfully achieved and maintained ISO 9001 with BAB
since 2008, and ISO 14001 since 2009, ACH have demonstrated
their ongoing commitment to ensuring the quality of their
services and improving their environmental credentials.
Why ISO certification?
Stephen Hawkins, Chief Executive and Company Secretary of Age
Concern Hounslow, with overall responsibility for staffing and
services of the charity, explains the importance of maintaining
a formal quality system;
"We sought ISO certification to improve the quality and consistency of the services we offer to older people. We also needed to ensure that our quality management framework meets the requirements of commissioners of services.”
Why BAB?
BAB has over 40 years experience in the assessment industry and
the BAB brand is revered as a hallmark for quality and rigour.
BAB is proud to work with a large number of third sector
organisations, and regional Age UK charities represent a large
proportion of these clients. Stephen tells us why he chose BAB
over the competition;
“It seemed to me that BAB offered flexibility and value for money to enable small, voluntary organisations to develop a robust quality framework and monitoring systems within the constraints of a budget.”
The certification process
Once an organisation decides to go-ahead with BAB, they are
assigned a Lead Assessor who remains the principal contact
throughout the registration process and beyond. Prior to a
formal Audit, the Lead Assessor visits to explain the standard
and undertakes a conformity evaluation of the organisation’s
current arrangements for quality management. The organisation
then receives a detailed report including all required actions
and together, with their Lead Assessor, determine an appropriate
timetable for the Audit Assessment. Stephen says of this
process;
“The initial process was relatively straightforward, with clear information about expectations and explanation of the process.”
Once an organisation is ready for a formal Audit Assessment, an
assigned Lead Assessor makes the required arrangements for an
Audit to take place. Stephen says;
“Although subsequent audits have been quite tough, there has been sufficient flexibility for corrective action plans to be implemented to deal with any areas of non-compliance. This is essential if small voluntary sector organisations - heavily dependent on volunteers - are to maintain appropriate standards.”
Benefits of implementation
BAB is committed to helping their clients progress and achieve
outstanding results through the application of effective
standards and management best practice. The benefits of this
include a more motivated workforce, less re-work and increased
customer satisfaction. Clients tell BAB that gaining
certification can also help to gain funding, qualify for tenders
and set them apart from competitors. Stephen says;
“I believe ISO certification to be a significant factor in our success in winning a significant Council contract to deliver information and advice. Certification also improves our image to funders generally."
Contact
Clare Tiley
The British Assessment Bureau
Research and Analysis Manager