Also see the reference letter from the Managing Director. Visit the Citation plc web site for more information.

The organisation

Citation plc employs over 120 people and provides health and safety and employment law consultancy across the UK. The company has experienced considerable growth since it was formed in 1995.

Terms of reference / Project objectives

The project terms of reference were to implement and maintain an ISO 9001 quality management system. As part of doing so, to implement appropriate performance management systems and to implement more structured processes.

Key issues for the organisation

Growth of the company needed to be supported by more structured processes and better performance management. Prior to the project, there were few non financial performance measures. Also, many systems and controls were paper based and there was considerable duplication of work in individual departments. It was clear that better computerisation would provide significant benefits and would facilitate the growth of the company and simplification of the systems. Therefore, it was envisaged that an integrated computer database would be required.

Process of delivery of the project

Initially, project activities revolved around the achievement of ISO 9001 registration with the BSI. These activities included:-

·        An initial review and agreement of the action plan

·        Preparation of documentation

·        Implementation of new processes, e.g. for client feedback and complaints

·        Implementation of performance measures and targets

·        Internal auditing

·        Assessment and registration by the BSI

Once registration was achieved, the emphasis of the project moved to improving the performance management and simplifying the management information systems, including:-

·        The development of an integrated computer database using Microsoft “Access”

·        The implementation of more comprehensive performance measures, across all departments

·        Monitoring of departmental performance through a programme of internal auditing

·        Upgrade of the quality system to year 2000 version with BSI

·        Implementation of electronic quality records, e.g. audit records

All the above project activities, including the development of the integrated database, were completed by Malcolm Seaton

The outcomes / benefits

Citation successfully achieved ISO 9001 with BSI, 8 months from starting the project, as defined in the project proposal. The project was delivered within the originally agreed costs. The company has successfully upgraded and maintained its quality system.

The implementation of the project has facilitated the following:-

·        Improved customer service levels, with reduced time taken to install the health and safety and personnel systems

·        Improved advice line performance, with 99% of calls being answered immediately by advice line consultants

·        Accessible management information through the use of the integrated computer database

·        Improved its internal processes and management control

·        As a result of improved service levels, a significantly improved client retention level has been achieved

·        Improved ability to win new business, e.g. with professional associations and blue chip organisations, as a result of ISO 9001 registration

·        Increased turnover and profit, with turnover and numbers of staff doubling in the last 4 years since the start of Hawkstone Consulting’s involvement with Citation plc. 

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   Last modified: May 16th,  2007