Case Study
Customer
Large private sector business in distribution sector
Customer's main objective
- To have their draft submission for the European Quality Award reviewed/assessed for document improvement ideas and to identify any key business improvement areas
Approach
- Client had created their own draft submission document without our involvement
- We individually assessed this draft, looking both for document improvement issues and for organisational strengths, areas for improvement and site visit issues
- Even though we each identify very many issues that the other has, we have our own 'consensus' discussion in these cases to ensure we capture and review all relevant comments, and to agree an indicative score
- A feedback report is prepared for the customer, ensuring that the document improvement issues are clearly differentiated from the 'business' feedback
Outcomes/benefits
- Ensuring that the best possible factual submission is made
- With best quality information in the submission, the assessors' time on a site visit can be spent on more value adding activities, rather than on getting basic details that would have been helpful in the submission
- Identify areas for improvement that can be added to those spotted later by the assessors, and also alert the applicant to key areas that the assessors may be interested in on any site visit
Summary of our role
- Helping the organisation put forward the best picture of itself
- Presenting our views - as independent and very experienced assessors - of the document and business. Sometimes internal document writers are so close to issues that some potential problems areas are not so obvious to them
- Alerting the organisation to issues that the Award assessors may want to review on a site visit, so that early thinking can be carried out in preparation for the visit.
