Case Study

Quality Management System

Streamlining Quality: Building a Centralised Knowledge Base

Rapid growth brought challenges for a growing company. New staff struggled to find essential documents like procedures and templates, hindering efficiency and potentially impacting quality. Shivendra and Co. worked together with the company to implement a comprehensive Quality Management System (QMS) to address these concerns. We began by identifying a suitable system and collaborating with the client to structure it. The system ensured document accessibility, version control, revision tracking, and adherence to audit criteria. Within six weeks, we transferred all documents from the existing SharePoint system to the new platform. Following staff training and with support from the HSEQ (Health, Safety, Environment and Quality) team, the company successfully renewed its ISO accreditation. Furthermore, the system facilitated the integration of policies and procedures from acquired businesses, creating a centralised knowledge base for over 400 documents. Now, staff can easily access the latest versions of critical documents and receive notifications for updates. This streamlined approach promotes consistency, simplifies onboarding, and supports employees to maintain high-quality standards.

Phase	Input	Output
Objective	The client desired improved sales pipeline visibility to support growth.	Clear objective established: enhance sales pipeline visibility.
Option Generation with Measures of Success	Collaboratively identified options and key metrics. Designed a workflow to better understand pros and cons of each option solution. Identified bottlenecks and prioritised them.	Defined options, key metrics, or measures of success. Specifications and requirements list for potential technology integration.
Option Realization (Selection of Option)	Mapped the client’s sales process from opportunity to completion, pinpointing critical gates for decision-making and supporting activities. Selected a CRM vendor.	Detailed sales process map created. Chose a CRM solution suited to the client’s needs.
Execution Roadmap and Contingency Plan	Partnered with the selected CRM vendor for implementation. Developed an execution roadmap and contingency plan for smooth deployment.	Executed CRM implementation according to the roadmap. Prepared for potential challenges with contingencies.
Evaluation and Monitoring	Facilitated the development of Power BI reports tailored to stakeholder needs. Set up monitoring processes to track the effectiveness of the new system.	Achieved significant increase in sales pipeline visibility within three months. Enabled effective tracking and data-driven decisions.

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