Resource Manager, Janine Dunn, discusses the team’s dedication to quality management systems
Having worked at RWS Alnwick for 18 years, I have witnessed firsthand how we have developed a team that prioritises providing excellent quality of service. Consequently, I’m delighted to share the news that we have, once again, met the highest industry standard for quality and retained our ISO9001 accreditation.
This is a certified quality management system (QMS) which allows us to show our ability to consistently provide products and services that meet the needs of their customers.
Every three years our accreditation is reassessed and we are measured on five key areas of the business: facilities, people, training, services and equipment. I am a member of the internal audit team and we are ever vigilant to ensure that all quality procedures are aligned with these five areas, not just in the run up to the audit but as a matter of routine.
For example, we use our monthly internal meetings to report on how our procedures are running and to relay important customer feedback to the team. It’s a great opportunity to make staff aware of positive comments and also to discuss different ways we can do things.
The period leading up to the assessment necessitates additional work but it’s definitely worth it as the long-term benefit is that we increase customer satisfaction levels and improve productivity. We also believe the fact that we actively look to achieve ISO9001 without contractual obligation, underlines our commitment to quality.
By maintaining and following the ISO accreditation we are developing a system that works effectively for us so that we can come together as a team and share best practices.
A big well done to all involved in ensuring that our accreditation has been reissued!