Using BS 15000 for product and service differentiation
Wincor-Nixdorf/Datalect, based in Middlesex, is a supplier of IT network support services and was the first private company in the world to implement BS 15000, an IT service management standard. Quality consultant, Rubina Khan, explains the key advantages enjoyed by both the business and its customers:
- improved service levels within the managed services business
- enhanced internal efficiency
- increases in cross departmental understanding.
What has been the main effect of Wincor-Nixdorf/Datalect implementing BS 15000?
Wincor-Nixdorf/Datalect Group has worked hard to develop, implement and enhance internal management systems in order to provide a high standard of service to all customers.
- Rubina Khan says:
”Ten years ago we would have received a couple of complaints a month – now it’s rare if we get any.”
Has implementation of BS 15000 helped in terms of market differentiation?
Wincor-Nixdorf/Datalect Group competes in a very crowded marketplace. Clients and partners are becoming increasingly aware of the value of compliance with standards as a measure of the trust they can place in a supplier.
- Rubina Khan says:
“As a leading desktop support and managed services company, we’re continually looking to differentiate ourselves from our competitors. One of the key ways we do this is by helping customers to recognise our total commitment to quality."
What was involved in Wincor-Nixdorf/Datalect achieving BS 15000?
BS 15000 was very new in December 2003, when the board of Wincor-Nixdorf/Datalect Group asked Rubina to investigate its potential benefits to the company. There were several steps involved in the implementation process:
- Purchase of the draft version of the standard.
- Fact gathering with the British Standards Institution pre-sales and technical teams.
- Gap analysis to determine the work required for compliance.
- Rubina Khan says:
“I also went on a BS 15000 training course. When we did achieve certification in 2004, we were actually the first private company in the world to do so, which was incredibly satisfying.”
How did Wincor-Nixdorf/Datalect determine that BS 15000 was appropriate?
The complete British Standards catalogue includes over 45,000 British, European and international standards, as well as all BSI publications. For smaller companies new to standardization, it can seem impossible to know where to start.
- Rubina Khan says:
“I would advise other businesses who need to assess whether a standard is appropriate to their needs to first look at the BSI website, then contact BSI’s pre-sales and technical department. The people there really do know everything about standards, so an informal discussion can be very beneficial.”
