Machinery World is delighted to announce that it has been awarded with the ISO 9001:2008 certificate as a result of its quality management processes and ability to demonstrate its desire for continual internal improvement as a means of enhancing the customer experience.
There are many different branches to the ISO 9000 family, but ISO 9001:2008 specifically sets out the criteria for a quality management system that will consistently achieve customer satisfaction, no matter the situation. Based upon a number of quality management principles including a strong customer focus, the motivation and implication of top management, having a documented and processed approach and, continual improvement, the ISO certification is a recognised decoration in over 170 countries and currently implemented by over one million businesses globally.
Sean Dughan, Machinery World’s Engineering Manager who also managed and organised the certification process, commented:
“I’m delighted to be able to say that we passed with barely a hiccup. It demonstrates to the outside world that we are a customer led organisation and their happiness and satisfaction is our concern. Be it a purchase, a sale, a complaint even, customers can be rest assured that we have documented procedures in place that ensure each is dealt with in a professional and satisfactory manner. But it’s also about improving internally for ourselves.”
Indeed, as well as improving the customers experience with the company, ISO 9001:2008 also benefits other areas of the business. Operating costs can be reduced through the improvement of operational efficiencies, risk management can be improved through greater consistency and traceability of products and services, and amongst others, it also improves trust in the company and therefore its ability to attract and win more business.
After registering its interest in achieving ISO certification, Machinery World had to pass a two stage assessment. The initial assessment was to confirm the readiness of the company for the full audit. Here, quality manuals, legislative compliance, and handling procedures were all looked at to ensure that they fall within the ISO 9001:2008 requirements before an assessment plan was created and a date set for the second stage.
The second and final audit confirmed that Machinery World’s quality management system fully conformed in practice, not just theory.
Paul Crowter, Managing Director of Machinery World, said of the achievement:
“Businesses have to evolve with the environment around them and fulfil the demands of their clients to a satisfactory level. We’re always seeking ways to improve and our internal procedures have pretty much undergone a complete overhaul in the last 6 to 8 months. The fact that we passed the high standards of the ISO certification shows that we’re moving in the right direction. I’m very proud of the team and what they’ve achieved, but we’ll continue in our efforts to progress forward, not only because of the annual reassessments that we’ll have from here on in, but also because a happy customer experience is how relationships are built, maintained, and ultimately how businesses are expanded”.