Client challenge
Capita Total Document Solutions (CTDS) offers everything from simple archive storage of physical documentation to fully outsourced, web-based document management solutions. Our client had a fledgling integrated management system (IMS), in need of some redesign and development, and asked us to help.
The company has held certification for ISO 9001 and OHSAS 18001 since 2006, but was struggling with clearing non-conformance issues. Two systems were running which were essentially separate. CTDS also recognised the need to more fully engage with its employees; there was a disconnect between the management system and the business. There was also a strong desire to improve and clear recognition of the value that a robust integrated management system could bring to the business.
How we helped
We initially supported in four main ways:
- fully assessing the status of our client’s systems
- establishing an improvement route map
- supporting buy-in company-wide, from senior management to employees engaged in daily business operations
- delivering a series of awareness training sessions across our client’s three sites
- providing ongoing assurance support.
Our approach ensured that, by the next surveillance visit, just six months later – our client’s management system was back on track and beginning to make a positive difference to the organisation.
A major part of the improvement process was the way in which the company’s management review encompassed both standards and used ISO 9001 (quality management) as the foundation to meet additional best practices later. We have since helped our client incorporate certification to three further international standards: ISO 27001 (information security management), ISO 14001 (environmental management) and BS 25999 (business continuity management).
“We frequently have emails back from clients saying they are impressed with our operation and we’ve won business off the back of people coming to do pre-contract visits.”
Business benefits
Our client now operates to five core standards, fully integrated across common business management activities. Every standard is addressed in a single management review meeting, where opportunities for continual improvement are discussed and agreed, and any non-conformances can be tackled efficiently.
Common elements also include internal auditing, a single log for non-conformances and a team approach for decision-making.
