Overcoming Growth Barriers with ISO Certification
The Challenge: Lack of Certification Blocking Business Growth
A well-established London-based general maintenance company had been in business for over 20 years. However, in recent years, the company has stagnated, and the original Managing Director (MD) decided to exit. A new MD stepped in and quickly realised that although the company had solid internal processes, they were outdated and limiting growth.
During the first year under new leadership, the business saw a 30% increase in revenue after updating many of its old paper-based systems. However, the company found itself repeatedly failing PQQ (Pre-Qualification Questionnaire) assessments because it lacked the required UKAS-accredited ISO certification. Without these certifications, they couldn’t bid for higher-value commercial maintenance contracts, effectively limiting their market potential.
The Approach: Developing a Practical ISO Management System
Rather than simply obtaining ISO certification for compliance, the goal was to develop a management system that would support long-term business growth and operational consistency.
Step 1: Identifying Key Business Goals
To build an effective system, the company wanted to create a clear purpose. Through consultation, the following were drafted::
- Client Purpose Statement:
“We let busy and stressed facilities and property managers know that maintenance issues with their buildings will be solved efficiently and professionally & let them know when they are.”
- Staff Purpose Statement:
“We will provide a supportive, fun environment where we help develop, challenge, and fulfil our people whilst rewarding them properly.”
These statements then helped guide the structure of the new management system.
Step 2: Creating a Structured System
The company focused on highly competitive, small-scale commercial maintenance jobs in prestigious London locations. These jobs typically ranged between £50 and £500 per project, such as fixing door handles and unblocking toilets. Their ISO system needed to be efficient, adaptable, and easy to integrate into their workflow.
Key improvements included:
- Digitising key business processes, reducing inefficiencies and reliance on paperwork.
- Introducing structured workflows for job completion, ensuring consistency.
- Implementing on-site end-of-job review systems to identify additional work opportunities—within months, this generated more revenue than the initial cost of the ISO project.
- Developing a ‘Book of Best Practice’ to document improved procedures and drive continuous improvement.
Step 3: Virtual Implementation
Originally, the ISO implementation process was set to include in-person meetings and workshops. However, due to COVID-19 restrictions, all collaboration shifted to a virtual format. Despite the challenges, the project moved forward smoothly, proving that ISO certification can be achieved remotely without disrupting operations.
The Outcome: Certification and Market Expansion
The company:
- Achieved UKAS-Accredited ISO Certification: The company successfully obtained the ISO certifications required to meet PQQ criteria and bid for larger contracts.
- Gained Access to More Lucrative Contracts: With certification in place, they could now compete for projects offering returns of 10 to 30 times their initial investment in the ISO project.
- Increased Operational Efficiency: The structured approach improved consistency, service delivery, and long-term business scalability.
- Established a Framework for Continuous Growth: Their ISO-certified management system now acts as a foundation for sustained improvement and business expansion.
ISO Certification as a Growth Strategy
For this company, ISO certification was a stepping stone for business growth and market expansion. With a fully integrated system, they are now positioned to win bigger contracts, operate more efficiently, and grow sustainably.
Want to achieve similar results? Contact us today to see how we can help you implement an ISO system that supports your business growth.
Whilst ISO is at our core, we want to bring a wider management view to the way which management systems are used. To reinforce this, we’ve been developing our blog pages where there is a lot more information, downloadable resources, hints and tips… all free!
