Winning a National Contract with ISO 9000: A Client Case Study

Winning a National Fortune 50 Contract with ISO 9000
Atlanta-based MDSi, Inc. understood that continually improving service and quality – speed and accuracy of service delivery – was essential to staying ahead of the competition. They knew that this was a framework for operational excellence critical to customer retention and winning new customers. This leader in Voice & Data Communications Equipment and Supply Chain Services decided to implement an ISO 9000 quality system and did not look back.

Already Sold on ISO, MDSi Needed ISO Guidance & Expertise

It was clear to MDSi that continually improving speed – and accuracy – of service delivery was critical to staying ahead of competition. Protecting current revenue (customer retention) and acquiring new customers were key objectives. They decided to implement ISO 9000 to build the right infrastructure for a sustainable company culture focused on the customer.

“We are growing at a rapid pace, with people and processes constantly adjusting. ISO provides the structure and accountability to help us identify improvements and integrate them into our daily operations. ISO certification added to the credibility of our commitment to our customers. David and Mike helped us keep our focus.” ~ Bob Pike, President, MDSi

A Clear Roadmap, Clean Handoffs, and No Bumps in the Road

We started with a company-wide “Gap Analysis” to help MDSi management understand where their operations stood in relation to the ISO framework. This produced a roadmap and project plan to make meaningful, bottom-line changes in operations, while facilitating agreement among departments.

“David, Mike and their team kept us moving forward, especially focused on the handoffs and interaction between departments where the misunderstandings occur that lead to missteps visible to our customers. They provided critical, company-wide perspective.” ~ Shannon Payne, Quality Management Representative

Immediate Results: a National Contract with a Fortune 500 Client

Employees pulled together in true partnership with the consulting team. MDSi won a national contract with a Fortune 500 client because internal processes were improved and streamlined. The company took on a major new client with no additional headcount! This and other improvements were based on the cultural shift that continues to grow stronger as MDSi embraces the ISO framework.

“We implemented dozens of improvements. We were able to redeploy 10 – 15 staff into new client projects. We see real sales and profitability improvements. Our employees truly see how they contribute to the company’s success. Our growth – and maintaining service levels – would not have been possible without this discipline. David and Mike helped us make this part of the fabric of the organization.” ~ Bob Pike, President, MDSi

 

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David Shavzin, CMC
770-329-5224
david@GetOnTheValueTrack.com

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