When you think of an audit, you probably picture paperwork, evidence gathering and plenty of uncomfortable questions.
You wouldn’t be entirely wrong!
Earlier this month, we welcomed a new ISO 9001 auditor into Cipher IT for a full day of reviewing how we operate as a business. We came prepared with strong coffee and a supply of cotton candy grapes from M&S, specifically requested!
After that, the questioning began.
Our processes, records, client feedback, risks, improvements, documentation and service delivery were all reviewed in detail. This year felt particularly important because we had changed assessment body, which meant a completely new auditor looked at our Quality Management System with fresh eyes.
We successfully retained our ISO 9001 certification, and we are so proud of the work our team put into achieving that result. The real value, though, sits in what the standard helps us do for our clients throughout the year.
What is ISO 9001?
ISO 9001 is an internationally recognised standard for quality management.
It helps businesses create clear processes, manage risks, review performance, use feedback and look for better ways of working. For Cipher, it provides a framework that supports the way we deliver IT support, projects and advice to our clients.
Why does Cipher invest in ISO 9001?
Strong service doesn’t happen by accident. It comes from having clear processes, and making sure everyone in the business is committed to high standards. ISO 9001 provides the framework that helps us stay consistent, improve continuously, and deliver the quality of service our clients expect from us.
What was reviewed during the audit?
During the audit, our assessment body reviewed evidence across our Quality Management System. That included how we manage service delivery, how we handle feedback, how we control documentation, how we review risks and how we make improvements across the business.
Tascha, who manages our Quality Management System, guided the auditor through the work that has gone into building and improving our system since our first ISO 9001 audit in 2019. The process gave us the opportunity to show what has been developed over time and discuss how our approach continues to support our clients.
How does this benefit our clients?
- Consistent service delivery you can rely on
- Clear processes that reduce mistakes and improve efficiency
- Feedback that is actively reviewed and used to drive improvements
- A proactive approach to identifying risks before they become problems
- Greater accountability across our team
- Continuous improvements that help us provide a better service year after year
Most of this work happens behind the scenes. Our clients may not see the reviews, updates and discussions that take place, but they experience the outcome through smoother support, clearer communication and a more consistent service.
Our latest ISO 9001 audit gave us another opportunity to open our business up to independent scrutiny and show off the systems that support the service we provide.
The audit lasted a day. The standards behind it shape how we work throughout the year.
Looking for an IT partner that values consistency, accountability and continuous improvement? We’d love to show you how we support businesses across Coventry and Warwickshire.
Book in with us here for a no obligation chat.