This latest version of the leading quality management system standard takes more account of the information- hungry, 24/7 digital world in which businesses now have to trade and focuses on helping organisations improve customer satisfaction.
Having held the previous version of the ISO 9001 standard for many years, ServicesNowGroup took just a couple of months to transition to the new updated standard as well as expanding its ISO services scope, with co-owner Maxine Park responsible for leading the process to successful certification in July.
Maxine comments: "The quality of our services, from transcription and call handling to document services and fees management, is central to our success. Being a service provider certified to the standards set by ISO 9001:2015 is important to our clients who trust us to deliver services as well, if not better than if they were undertaking the work themselves.
"We were the first digital dictation and transcription service provider in the UK to secure ISO 27001:2013 certification, the internationally acclaimed standard for information security management and we believe the same is true for our ISO 9001:2015 certification. Both demonstrate our commitment to keeping our clients' data safe and delivering a consistently high quality service.
"It is this commitment to delivering safe, secure and professional outsourced support that has seen our offering grow beyond our traditional transcription and document services to the legal sector. We now offer reception and call handling services for organisations of every size, together with a suite of new services designed to support the work of Barristers working in Chambers or alone.
"Our entire offering has been certified to the ISO 9001:2015 and ISO 27001:2013 standards by Lloyd's Register Quality Assurance (LRQA), a world leading, UKAS certified, independent provider of Business Assurance services.
"There is no resting on laurels at ServicesNowGroup; we work hard to continually improve our services or add additional services to support our clients in their efforts to improve productivity and efficiency by outsourcing non-core business processes.
"We believe certification gives us a competitive advantage. It is almost unthinkable that law firms would choose outsource partners without ISO certification, but the benefits of only partnering with businesses working to certified standards is less well understood outside the legal sector. We hope to change that.
"Even the quality of a message taken when answering calls for a busy client, or the professional way we recover outstanding or dormant fees for Barristers, should matter and does at InTouchNow and TotalCounselNow, both businesses under the ServicesNowGroup banner."
The updated version of the standard places greater emphasis on leadership engagement and helps address organisational risks and opportunities in a structured manner. It is more user-friendly and uses simplified language, with a common structure and shared terms to make it easier to implement for organisations using multiple management systems.
Maxine concludes: "Although a huge amount of work, making the transition to the new ISO 9001:2015 standard is a big achievement. The new quality management system has changed the approach of everyone within the business to delivering quality services, who all better understand the needs of clients following the transition process."