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“In the five years that IVB has held ISO 9001 accreditation the turnover has been in excess of £11 million. Without ISO 9001 accreditation the company would not exist.” - Inspection Verification Bureau Limited.
ISO 9001: 2015 is a Quality Management System Standard which sets out what is expected from an Organisation that wants to have consistent processes and to meet its customers’ needs.
The benefits of such a system include:
• More efficient business processes
• Better utilisation of resources
• Improved risk management
• Increased customer satisfaction
• Cost Savings
QMS International Ltd ISO 9001 Client Survey 2016By gaining an ISO 9001 certification, an Organisation must have a clear understanding of everything from the organisational structure, policies, procedures, process and resources that best support this, through to setting out who is responsible (and accountable) for what.
Helping Organisations to work through this process is something we have done for over 22 years, with over 6,000 companies.
Nothing matters more to us than knowing that we’re practicing what we preach and delivering the very best quality of service to our own clients. That is why, every few years, we survey our clients to get their feedback and comments.
“Having ISO9001 has meant we have been able to deal direct with End Users rather than go through supply chains.” - Macher Distribution Limited.
In 2016, 330 of our clients took part in our survey - and we weren’t afraid to hear the really challenging feedback either. We sent this survey to every active client we had at the time, including any clients that were in the process of cancelling their certification with QMS. This was important because it helps us to identify areas of improvement, something that is very important when you are certified to ISO 9001.
Here is what we found:
The statistics
“The majority of our customers are from the food industry and require us to be ISO certified. It has allowed us to streamline our processes and introduce a system of continual improvement from which our business and our customers have ultimately benefitted.”- Dempson Limited.
Why our clients choose to implement their Quality Management Systems
of respondents said that it was more than one of these reasons that led them to work with QMS and gain their ISO 9001 Certification.
88%
55%
53%
32%Client request
16%Identify cost savings
Improve efficiency
38%Improve process
41%Reduce errors
38%Streamline processes
46%Supply chain requirement
Tender
36%To be more systematic
44%To put a more robust framework in place
74%Demonstrate excellence
“We’ve gained new customers whilst maintaining our current customer portfolio with the help of ISO accreditation.” - Capital Enforcement Division.
Benefits our clients experienced following ISO 9001 Certification
76%
53%
58%
44%Gained new customers
Improved quality management processes
15%Improved staff morale
22%Improved supplier performance
Increased customer satisfaction
More efficient management framework
28%More effective customer communication
46%More effective management reviews
42%Reduced errors
13%Cost savings
Improved Supply chain communication 23%
We were pleased to see that many of our clients had seen more than one of these benefit from working with QMS on their ISO 9001 Quality Management System.
You can read all the benefits reported in this survey here >
95% of those that said they wanted to improve or streamline processes, be more systematic or put a more robust framework in place told us that they noticed a reduction in errors, improved processes, improved performance and a more efficient management framework.
In Summary:
That’s exactly what we want to hear!
About the ISO 9001 Management System:
47% of those that said they did it to demonstrate excellence, or for a tender, also gained new customers.
76%happy customers.Almost all of the respondents
(97%) said they were happy with the service delivered by QMS
International.
72%Got more benefits.
And 96% of clients said that the benefits of the ISO 9001 management system,
implemented with the help of QMS, delivered the expected
benefits - which is great news for all.
The results by industryHere at QMS we pride ourselves on providing a tailored approach to every single customer. We understand that real success comes from being able to support your organisation in a way that is utterly relevant to the world in which you’re working.
That’s why, as well as looking at the headline statistics, we also broke the results down by industry sectors:
Agriculture
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Construction Energy/Natural Resources
Charity Education
Engineering Finance/Insurance IT Hospitality/Catering
Manufacturing/ Production
Medical/Pharmaceutical
Public Sector Retail Service Industry Transport
99% of respondents working in the construction sector gained a more efficient management framework
Almost 3/4 saw improved quality management processes and increased customer satisfaction.
100% of respondents working in the retail sector gained new customers.
83% saw an improved quality management process following the ISO 9001 process and working with QMS.
Over half of all respondents noted a reduced number of errors.
80% saw increased customer satisfaction as a result of the ISO 9001 process.
80% of respondents in the finance/insurance industry saw more effective management reviews.
80% of respondents in the public sector saw an increased level of customer satisfaction.
Over half experienced higher levels of customer satisfaction.
100% experienced more than one benefit as a result of the ISO 9001 Quality Management System.
Almost 3/4 of respondents rated the benefits of ISO 9001 against expectations as excellent.
Over 80% commented that they’d also experienced a more efficient management framework.
100% gained better supply chain communication.
Over 75% rated the benefits versus expectations as excellent.
Over 80% saw improved quality management processes and experienced more than one benefit.
Designed for all businessesWhilst we can review ISO 9001 by Sector, it is important to note that ISO 9001 is designed to fit all businesses, of any size, in any sectors. That is why we were then interested to see the feedback by looking at the size of an Organisation (using the EU definition).
• 75% of the micro businesses we surveyed stated that they saw improved management processes as a result of following the ISO 9001 framework and working with QMS.
• Almost half gained new customers and saw higher levels of customer satisfaction.
• 68% felt that the benefits versus expectations of the process were excellent or above (7/10 or higher).
• Almost three quarters of businesses with 15-29 employees saw improved processes as a result of following the ISO 19001 process and working with QMS.
• Over half of all small businesses experienced higher levels of customer satisfaction and almost half of all business with 30-44 employees gained new customers as a direct result of this process.
• More than three quarters of all small businesses experienced multiple benefits as a result of gaining certification, overall.
• 90% of all respondents in businesses with 45-59 employees saw improved management processes as a result of following the ISO 9001.
• And over three quarters of those with 60-90+ employees saw the same!
• 100% of business with 75-89 employees experienced multiple benefits from achieving ISO 9001 and working with QMS.
• Almost 90% of businesses with 90+ employees said that the benefits versus expectations of the process were excellent or above (7/10 or higher).
• 67% of businesses with 90+ employees also felt that the QMS certification process helped them to get a more efficient management framework and over a third said it had resulted in a reduction in the number of errors experienced.
Medium Sized Business
45 - 250 employees
Small Business
15 - 44 employees
Micro Business
0 - 14 employees
Although our survey focused on the ISO 9001, we wanted to consider the added benefit that having more than one Management System in place could bring.
We asked which other certification our respondents held, with QMS and of those that responded, we noted the following additional standards:
ISO 9001 isn’t the only Management System you can do with QMS
ISO 14001 - Environment
OHSAS 18001 - Occupational Health & Safety
ISO 27001 - Information Security
ISO 15489 - Records
ISO 50001 - Energy
ISO 10002 - Complaints Handling
ISO 22000 - Food Safety
ISO 22301 - Business Continuity
ISO 31000 - Risk
BS 1090 - CE Marking
ISO 20000 - IT Service
44%found dual system integration easy
95%benefited
from their 2nd Certification
97%were satisfied with the support given
It’s important to us that our clients benefit from their experience of working with QMS. In the second part of our survey we asked our clients what they thought about our work, approach and skill.
We then drilled down a little deeper to understand our clients’ views on the ways we deliver our service and expertise:
Understanding how we’ve performed (1= poor and 5= excellent):
Understanding how we’ve performed
87% of clients rated us highly for auditing.
99% clients said that they found the QMS management system easy to implement.
Almost all (99%) of our clients found our consultants very friendly to work with.
96% of clients said they were happy with quality of the templates provided.
85% of clients rated us as good or excellent for simplicity of language used.
97% of clients said they were more than satisfied with the support given by QMS.
97% of customers were happy with the quality of the Manual delivered by QMS.
99% of clients were pleased (scoring us 3/5 or better) with the speed in which certification can be achieved through QMS.
Over 93% of our clients said that they were happy with management system delivered by QMS.
Over 80% of respondents ranked us 4/5 for all stages of the certification process.
We compared the benefits experienced against the reasons people originally sought out QMS for Certification:
Understanding how we’ve performed
But the proof really lies in how happy people are to use QMS again, or recommend us to their friends.
96% of all respondents said they were satisfied with the services delivered by QMS and 59% gave us a fantastic 5/5, in terms of how happy they were with the overall service.
56% of clients chose QMS because of value for money and, we think it demonstrates a high return on that investment that they then, subsequently, rated us so highly for the work we did.
Almost all (96%) considered us good or above, with 50% of all respondents scoring us as excellent (top marks – 5) for how well we did our job.
98% rated us highly for how responsive we were to needs and 95% said we were good at keeping clients informed.
We can’t ask for much better than that for a vote of confidence!
Value for Money A job Well Done Responding to Needs
Our Clients Recommend Us
86% said they would use our services again.
96% said they would recommend QMS to a friend.
If you would like to work with QMS and achieve an ISO Certification, please contact us:
0333 344 3646 enquir [email protected] qmsuk.com
