IMPROVEMENTSDUE TO ISO9001IMPLEMENTATION
Background information
Period: 2003 - 2005• The Projects were with the
following customers: – DIGICALL– SYRINGA– CSF FOUNDRIES– TNT– PROTEA
Peter Bushell, founder and CEO of Three Tiers Consultants cc, consulted on various projects, specifically doing ISO9001 implementations for these customers.
On 5 of these projects, specific data was gathered to empirically show the overall business improvement made as well as the associated return on investment for those projects.
Customer Specific Background
Digicall• ISO9001 Certification• 100 seat Insurance Claim
Call Centre for two "Glass-Fitting" Companies
Syringa• ISO9001 Certification• Technical Recruitment
Company• 3 Person Operation
Customer Specific Background
CSF Foundries • ISO9001 Certification• Labour Intensive Small
Industrial Foundry• Specializing in water-
industry custom design castings
• 15 staff
TNT• ISO9001 Certification• 4 Major National (South
Africa) Centres of an International door-to-door Courier
• Total 200 people
Customer Specific Background
Protea• Small to medium Chemical
Manufacturing & Servicing Company
• 40-45 people
Table of Improvements
Table of Improvements
Table of Improvements
Table of Improvements
Table of Improvements
Table of Improvements
CUSTOMER: DIGICALL SYRINGA CSF FOUNDRIES TNT PROTEA AVERAGEConsulting Period (Months): 7 3.5 3 4 9 5.3
No. of Consultants: 1 1 1 1 1
Consulting Fee (Rand: Thousands): 120 40 50 280 120 122Customer Complaints: 8.50% 11.00% 6.00% 13.50% 7.50% 9.30%
Man Hours: 2.00% 0.00% 3.00% 1.50% 1.00% 1.50%Consumption: 0.00% 0.00% 1.50% 0.00% 0.50% 0.40%
Scrap: 0.50% 0.30% 2.00% 0.70% 2.30% 1.16%Re-work: 1.60% 0.90% 3.10% 1.40% 1.20% 1.64%Debtors: 2.30% 1.60% 2.70% 3.10% 1.90% 2.32%
Recycling: 0.40% 0.20% 1.40% 2.20% 1.70% 1.18%Supplies: 0.30% 0.00% 0.80% 0.50% 0.70% 0.46%
Skills: 1.60% 0.00% 4.20% 1.20% 2.10% 1.82%Service: 2.00% 1.50% 1.80% 3.50% 2.40% 2.24%
Sales: 4.30% 2.70% 1.30% 6.20% 3.70% 3.64%
Gross Turnover (Rand: Millions): 24.00 6.00 17.00 27.00 20.00 18.80
Savings (Rand: Millions): 5.64 1.09 4.73 9.13 5.00 5.12 Overall Percentage Saved: 23.50% 18.20% 27.80% 33.80% 25.00% 25.66%
Actualized Turnover (Rand: Millions): 29.64 7.09 21.72 36.12 25.00 23.91
In Summary
CUSTOMER: DIGICALL SYRINGACSF
FOUNDRIES TNT PROTEA AVERAGEConsulting Period (Months): 7 3.5 3 4 9 5.3
No. of Consultants: 1 1 1 1 1 Consulting Fee (Rand): 120,000 40,000 50,000 280,000 120,000 122,000
Savings (Rand): 5,640,000 1,090,000 4,73 0,000 9,13 0,000 5,000,000 5,120,000 Overall Percentage Saved: 23.50% 18.20% 27.80% 33.80% 25.00% 25.66%
Actualized Turnover (Rand): 29,640,000 7,090,000 21,720,000 36,12 0,000 25,00 0,000 23,910,000 Return on Investment(Rand): 4700% 2730% 9452% 3259% 4167% 4194%
Graphic Representation
DIGICALL SYRINGA CSF FOUNDRIES TNT PROTEA AVERAGE -
5.00
10.00
15.00
20.00
25.00
30.00
35.00
40.00
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
24.00
6.00
17.00
27.00
20.00 18.80
5.64
1.09
4.73
9.13
5.005.12
23.50%
18.20%
27.80%
33.80%
25.00% 25.66%
Gross Turnover (Rand: Millions): Savings (Rand: Millions): Overall Percentage Saved:
THANK YOUFOR YOUR
TIME
Three Tiers – Helping you complete the picture...
Three Tiers – Helping you complete the picture...
Do not hesitate to contact me personally if you need help!
Peter Bushell082 378 9630
or:- [email protected] or visit:- www.3tiers.net