Comprehensive QMS consultancy improves customer experience

The challenge: Grafton Services are a family run cleaning firm. They had commissioned independent Gap Analyses to help them prepare for ISO 9001 and ISO 14001, but were not able to interpret the results. They employed us to steer them through accreditation for both standards.


The solution: We provided a comprehensive service to explain the standards, where they were near the mark and where they needed to improve to achieve the benchmark. As well as providing full QMS consultancy, we prepared their documents, helped them develop their Key Performance Indicators, carried out their internal audits and ran training sessions so managers and staff could embrace the standards and contribute towards achieving it.


The benefits: The company developed a comprehensive Quality Management System that enabled it to improve its understanding of its processes and refine them to deliver a better, more consistent customer experience that met the customers’ requirements. They achieved both ISO 9001 and ISO 14001 accreditation at the first attempt, enabling them to demonstrate to customers their commitment to quality and the environment.


Services supplied:


  • QMS Gap Analysis
  • QMS set up
  • QMS consultancy
  • QMS maintenance
  • Document writing
  • KPI development
  • Internal auditing
  • Quality training
  • Attended assessments

Grafton Services originally took Mr. Ian Edwards on to be our advisor when applying for ISO 9001 and 14001 because from the first instance he seemed like a kind, genuine and honest person and we were happy to work with someone who’s character shone through to achieve these standards.

Over these two years, whilst working with Ian on a close contact basis, we have found that not only our original assumptions of him were true but we found many more qualities such as determination, drive and perseverance, which have helped to accomplish ISO 9001 and work towards 14001. All these aspects allow the whole company to feel more confident in achieving and maintaining these standards.

The service Ian provides is always executed on time and found to be of a very high standard. He has not only helped us with regards to our standards but also he has put us in contact with some highly trusted contacts when we have needed their services.

I feel that he has also educated and inspired us with all his knowledge and past experiences in various business sectors.

All in all I can say that we are extremely happy to have decided to take on Mr. Ian Edwards as our advisor and we have not only found ourselves a long term business partner but a true friend as well.

Joanne Voychick, December 2011