Attack of the Glitches: And the Team Who Struck Back
Challenge / Problem
The directors had been grappling for some time with a series of internal glitches, mistakes, and process failures that were undermining the effectiveness and efficiency of the operation.
These recurring issues were draining morale, frustrating teams, and significantly eating into profitability. It was clear that the business needed a structured, systematic way to eliminate these problems and regain control.
Client Overview
The client is a rapidly expanding, boutique financial services firm, part of a larger quoted group and dedicated to supporting the complex financial needs of entrepreneurs. Their purpose “to help families thrive” is central to their culture and decision‑making.
However, their rapid growth had outpaced their processes, creating an urgent need for a robust operational framework.
Approach and Solution
While ISO 9001 is the internationally recognised standard for quality management, its traditional language and structure are notoriously difficult to embed in a purely service‑based environment. One of the principal aims was therefore to completely remove the archaic, technical jargon and replace it with language that genuinely resonated with the team.
In order to effect above and the desired process improvement, the following approach was adopted:
- A focused cross functional team was assembled
- The requirements of ISO 9001 were discussed, debated, and translated into clear, accessible language
- Core processes were identified, mapped and flowcharted
- The flowcharts were then used to:
- Align or develop KPIs
- Tease out problem areas
- Identify the frequency, cost and operational impact of process problems
- Problems were prioritised and assigned for resolution
The system was even given its own name and a logo! Being manic Star Wars aficionado’s, the system was christened the “Operational Imperial Precisions”. And in order to further assimilate the system into their business and their ethos a series of relevant, inspirational quotes were added to each procedure. All of which was in addition to changing the language, for instance:
- Nonconformances became spluttering’s and glitches
- Audits were renamed self-reflections
Being a prestigious city-based firm there was only one realistic certification partner: BSi. Assessors were interviewed to ensure they were fully on board with the culture and comfortable with the approach and language adopted.
Outcome and Impact
The response from staff was overwhelmingly positive. Teams embraced the new systems and enthusiastically adopted the practice of highlighting spluttering’s and glitches, which quickly became a critical agenda item in all operational meetings.
The company passed both Stage 1 and Stage 2 assessments with flying colours, achieving certification on the first attempt.
Today, the Operational Imperial Precisions system continues to evolve and remains central to how the business aligns its day‑to‑day activities with its strategic goals, turning what was once operational chaos into a sustainable engine for excellence.