Malmesbury company IMSM (International Management Systems Marketing) has just been awarded the “Committed to Excellence” standard from EFQM (the European Foundation for Quality Management), for a further two years.

This follows an in-depth programme developed and implemented by the EFQM working party, comprising representatives from sales, marketing, operations, finance, call centre, and administration.

Building on previous achievements, it targeted sales and exhibitions, the call centre, and improving the procedures to validate re-issue of certificates.

The Wiltshire-based business, which also has a call centre in Swindon, operates in more than 10 countries, had grown organically, and some processes were less effective as a result.

The EFQM approach involved taking an objective look at how things were done, and getting input from all parts of the business on how they could be improved. Benchmarks were agreed at the outset, and targets set, so that changes could be measured and quantified.

“We wanted to improve on all three areas, and thanks to everyone’s willingness to help us increase efficiency and be more accountable, we succeeded. The benefits are now part of our culture. We identified procedures to ensure jobs are done on time, using the technology we already had, but more effectively. We have increased communications between sites, and with our external sales teams. Everyone knows what part they play, and the impact on other people in the organisation. It was a very inclusive process” said Michael Bright, managing director.

“With these procedures in place, we have a program for continuing improvements. Based on the results so far, it will bring real benefits in increased sales and cost-savings.”

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