Eradicating Inconsistency

Abstract:When pest-control company Orkin expanded rapidly in the middle 1990s, consistency of service and quality suffered. Initially the company dealt with the situation by requiring its commercial branches to work to attain ISO 9001 certification. In 2002, the company established a quality assurance department. The QA department first issued a manual detailing a process by which the whole company would become ISO 9001 certified. It then launched a full audit of compliance with internal standards, customer requirements and state and federal regulations. The initial audit encountered resistance from local management, but the QA department worked to establish trust by convincing managers of the benefits of the process. The company's quality management system earned ISO 9001 certification in 2005, shifting the burden of quality responsibility to the QA department and saving the company nearly $125,000 per year by eliminating the need for external ISO 9001 …

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Very encouraging that a large complex organization has managed to use ISO 9001 and witnessed tremendous improvement in employee attitude. We need more of these inspirational case studies.
--Doreen, 06-09-2012

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