Case
Study #4:
Service Division Headquarters
 Background
Service
Division headquarters of $800 million privately held corporation. The
Service Division provides a variety of contract services for state and
federal government agencies, such as food service, aircraft maintenance,
etc.
Situation
The
Division needs to qualify for ISO-9001 certification in order to get more
government and international business. The project has sputtered after
a previous consultant, who lacked employee support, was dismissed.
Project
Create
business platform based on ISO-9001. Compose and adopt a written phased
plan with deliverables including employee job inclusion and total system
understanding. Position the Division to satisfy customer needs in a streamlined,
profitable manner. If ISO-9001 can increase customer satisfaction, certification
is a bonus.
Challenges
- Following another consultant risks appearing to employees as "new
month, different flavor."
- Previous consultant had aspired to "bring in the system and
have it adopted by employees," but failed to build consensus and
collaboration.
Approach
- Achieve understanding with Division President about previous consulting
failure and find a new, distinctive approach.
- Engage employees in creating new business platform themselves in
a way non-intrusive to their day-to-day work.
- Organize teams to identify critical issues and to match internal
process flows and quality systems to customer needs.
- Integrate solutions into Quality Management System.
- Document systems and major processes with flow diagrams and create
procedures and work instructions; document how to satisfy internal and
external customers with forms, charts, tables, check lists, and computer
records.
- Challenge departmental structuring where duplication of effort is
exposed or no customer satisfaction result can be determined; work with
teams to discover any disconnects or duplications, then incorporate
changes.
- Emphasize collaboration of all employees in creating, editing, and
auditing procedures and work instructions in relevant areas.
- Create hard-copy and computer backups of entire system.
Results
The
Division implements a final draft within five months. The new business
platform systems are used exclusively for three months, then adjustments
are made and documented. Nine months from the start of the project, the
ISO Registrar audits the company, and it receives certification from the
RAB.
To learn how Holeton Consulting
can improve your business results, contact us today
for your complimentary initial consultation.
See
other case studies: #1, #2,
#3, #5
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