ISO 9000 improves customer satisfaction
Anglo Felt Industries, based in Rochdale, manufactures a range of products made from recycled and waste fibres. The company was founded in 1939 and has 30 full-time employees. Managing director Simon Macaulay explains how the implementation of ISO 9000 has helped the business achieve the following benefits:
- all-round improvements to business
- increased customer satisfaction through monitoring of product quality
- implementation of a complaints management system
- continual assessment process leading to enhanced performance.
How much time does following the standard take?
Anglo Felt Industries spend about one day per month on paperwork relating to the use of the standard.
- Simon Macaulay says:
”As far as we are concerned it’s time very well spent. Once you've introduced a standard into your business, it’s important to publicize the fact. We put information on our letterheads, because we feel it makes a statement about our commitment to quality.”
Why comply with standards?
Compliance with ISO 9000 ensures that an organization achieves consistently high standards, and gives added assurance to customers about the quality of products and services.
- Simon Macaulay says:
“I also think it is quite hard to do business in certain areas without standards – sometimes customers won’t buy from you unless you are compliant. In my opinion, many small firms can be quite disorganised, so introducing standards helps to improve the structure of a business.”
With which standards does Anglo Felt Industries comply?
Anglo Felt decided to sign up to ISO 9000:1994 over 10 years ago. Since then, the quality management standard has been updated in response to the changing needs of business, and is now called ISO 9001:2000.
- Simon Macaulay says:
“Our products also conform to BS 5808 for carpet underlay and water holding standard DIN 53923.”
Is Anglo Felt Industries working towards compliance with further standards?
Anglo Felt Industries competes in a highly specialized marketplace. Standards provide a powerful message in terms of product differentiation, and can open doors to new markets.
- Simon Macaulay says:
“We’re trying to get our products to meet more standards all the time. At the moment we’re aiming to meet the standard for flame-retardant material that is suitable for use in the shipping industry.”
