Also see the reference letter from the Quality Project Manager. Visit the bss web site for more information.

The organisation

Broadcasting Support Services, a registered charity, operates multimedia contact centres, running long and short term help lines, information lines, order-lines, and inbound and outbound telephone services. bss provides a one-stop shop for all campaign and communication needs, using expertise in contact centre management, distribution, donor and record management, donation processing and publishing. Typical contracts include those with UFI for Learn Direct and various helplines, e.g. for Cancer Care. The bss web site is www.bss.org.

Terms of reference / Project objectives

The project terms of reference were to advise and assist BSS to implement an ISO 9001:2000 compliant quality management system. The project involved 24.5 consultancy days over a 12 month period, commencing April 2003. The objective of the project was to achieve ISO 9001:2000 registration with a UKAS accredited certification body by the end of 2003.

Key issues for the organisation

Key issues for bss were to improve processes, improve quality standards and to facilitate tendering for large, national contracts. In addition, there was a need to implement a range of KPIs across the organisation in order to improve accountability at all levels. Also, to improve internal communication processes to raise staff awareness of key quality issues.

Process of delivery of the project

The project started in April 2003 and all consultancy was provided by Malcolm Seaton, an experienced ISO 9001 consultant, a registered ISO 9001 lead auditor and Investors in People practitioner. Malcolm Seaton helped bss with the following:-

·        A review of all current processes, across all UK sites and the development of an action plan which identified the changes necessary to meet the requirements of ISO 9001:2000 and to make associated quality related improvements

·        Agreeing the structure and format of the new quality system documentation

·        The development of the quality manual and process flow charts

·        Helping the bss Quality Manager with the implementation of the quality Intranet which included interactive process flow charts and related documentation

·        Agreement of a set of quality objectives and key performance indicators (KPIs)

·        Assistance with internal auditing and actually carrying out some pre-assessment audits

·        Preparation for the external assessment by Lloyds

The outcomes / benefits

BSS achieved ISO 9001 with Lloyds in April 2004, 12 months from starting the project. The project was extended from 9 months to 12 months with agreement from BSS, partly as a result of difficulties in agreeing assessment dates with the certification body, Lloyds. However, despite the extension, the project was delivered within the originally agreed costs.

 As part of implementing the new quality system, bss has achieved the following:-

·        Implemented a comprehensive range of KPIs, enabling top management to monitor the performance of each department and improving accountability at all levels

·        The development of a “Quality Intranet”, thereby improving internal communications and staff understanding

·        Implemented a structured, web based client complaints process and supplier database

·        Improved its internal processes and management control

·        Implemented processes to support the achievement of both Investors in People, Call Centre Association registration and Matrix awards.

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   Last modified: May 16th,  2007