Client: Mail Box Express Limited
Location: Leeds
Client Representative: Chris Hinchcliffe
Remit: New ISO 9001:2015 Quality Management System
ABOUT THE CLIENT
Since Establishment in 1994 Mail Box Express have delivered for a varied list of clients, from The Bank of England to WH Smiths. They have sent consignments to destinations as different as No 10 to the Cayman Islands. These consignments have contained items ranging from Wayne Roonie’s Football boots to the 7/7 Trial Papers.
Over 1.2 million consignments have reached their destinations while customers enjoyed the peace of mind of knowing their packages are in safe hands.
Clients stay extremely loyal to Mail Box Express with 9 of the first 10 clients still working with the company today; they rely on word of mouth to grow. London, Birmingham, Manchester, Liverpool, Sheffield and Harrogate offices have all been opened after requests from clients wanting the same service they enjoyed in Leeds. The company expanded in Glasgow, Edinburgh, and Newcastle in 2013, and in 2014 opened in Cardiff, Bristol, Nottingham and Milton Keynes.
Each member of the Mail Box Express team knows every consignment is as important as the next and treat every client exactly the same, with deference.
The company believes that they are an extension of every client’s team and add a valuable resource when needed. They work with clients to provide solutions to the most difficult delivery challenges. When a new delivery challenge is encountered, the system allows the knowledge previously gained to improve future performance, saving time and money and ensuring deliveries are done first time and on time. This proactive approach keeps Mail Box Express ahead of the competition and improves profit.
ABOUT THE REQUIREMENT
Mail Box Express contacted Synergos Consultancy Ltd in February 2015 as they were struggling to maintain their quality management system, they initially required assistance to deal with compliance issues prior to an external surveillance visit.
ABOUT THE SOLUTION
The existing quality management system was reviewed, and a time-frame was agreed to bring sections of the business up to date, for example, internal audits were carried out; management review meetings were chaired. All non-conformances arisen from the internal audits were actioned and the quality manual was re-written as required and from initial works it was suggested that further development works be carried out to the system.
Synergos attended the external audit assessment to ensure compliance was achieved.
Work with Mail Box Express continued, and we began working towards transitioning the company’s quality management system to meet the requirements of ISO 9001:2015.
Synergos began auditing the existing system against the new requirements. A revised management review meeting was then chaired by Synergos, paying particular attention to assisting with the development of the planning register, which included setting identifying risks, opportunities and objectives.
Further work included, but was not limited to, the re-development of the quality manual, reviewing the document register, checking operational processes, documenting interested parties to include their expectations and redefining leadership commitment.
CLIENT FEEDBACK
We needed a management system put in place to add structure to our business. After a lengthy search over the internet it was clear that Synergos could offer what was required. The proposal they put forward was clear and concise and this made it an easy decision to bring them on board.
Each area of the business is evaluated both internally and externally which allows our business to run smoothly.
The key areas we have seen significant improvement in whilst working with Synergos are:
- Achieve greater consistency within the business.
- Reduce expensive mistakes.
- Increase efficiency by improving use of time and resources.
- Improve customer satisfaction.
- Market our business more effectively.
- Exploit new market sectors.
- Manage growth more effectively by making it easier to integrate new employees
- Constantly improve our processes and systems.
SUPPORT PLAN
We always seek to support clients following the completion of a contract whether that be in the form of a full maintenance package, to carry out all works necessary in maintaining the company’s management system, carry out internal audits on behalf of the client or simply attending the company’s annual surveillance visits.
After a successful transition audit with BSI, Synergos continue to support Mail Box Express by chairing monthly management review meetings and supporting the business to maintain compliance along with identifying continual improvements.
Three years later and we continue to work closely with Mail Box Express, we meet with this client monthly to ensure their system is kept up to date and continually improved.
How can we help you?
If you’re in need of assistance with any aspect of certification here at Synergos we’d be delighted to help. Whether you have questions about the path to certification or are looking for advice and support to maintain an existing standard call 01484 817 444 or Email info@synergosconsultancy.co.uk and we’ll be happy to talk it over with you.
