Our Clients Case Studies Garlands
Enable implements a simple and intuitive quality management system
C J Garland is an award winning call handling business operating out of Middlesbrough and Hartlepool. Garlands was launched in 1997, handling customer liaison calls for one of the world's largest telecommunications companies. Initially employing 300 people the centre has grown its client base with similar blue chip companies and today employs well over 2,000 people.
Garland's flexibility to meet sudden increases in call handling, to quickly provide data and resources to assist with special client campaigns and their provision of targeted teams to overcome clients' specific business issues makes them one of the UK's most effective call centres.
As part of a constant, ongoing drive to improve the business, Garlands was keen to gain ISO accreditation. One of the main drivers behind this was the public sector where there are many potential clients. ISO accredited suppliers are preferred by the public sector over those which do not have the accreditation.
Garlands wanted to introduce a simple, intuitive and highly visual quality management system to comply with the ISO requirements and to ensure that staff could navigate through the system easily. Due to the number of staff, a web based system was essential.
The system had to store and communicate all the top level and second level business processes to staff, as well as work instructions. It had to be seamlessly integrated with their Intranet (also provided by Enable), be easy to upload, and provide ISO-compliant version control, audit logs, and approval processes for new content.
The main objectives in implementing the new system were:
- Improve visibility of the processes, allowing navigation via a combination of graphical user interfaces and flowcharts as well as the more traditional file structure.
- Reduce unnecessary administration and duplication of effort.
- Provide a central repository for all documentation e.g. flowcharts, forms etc. with version control and management of user access to ensure only authorised personnel can add / modify content.
To achieve the requirements Enable configured and implemented their document management system (Document Fusion) to support the creation, authorisation, publication and navigation through this content.
This followed a detailed review of the client objectives and specific quality processes and consultation with the IT department.
This led to the replacement of the dated and unfriendly paper-based quality manual with a more flexible system making greater use of diagrams, process flowcharts and less text.
Flow charts for level 1 and level 2 processes are created by Garlands using Microsoft Visio, and authorised staff upload these to the quality system and set “hotspots” (i.e. links) on each flow chart that link to other process flowcharts, work instructions, related forms and documents. The system keeps a complete version history of all changes and modifications to each process, with the name of the person who made the changes, time, date, and reasons for change. In addition it allows Garlands to add new processes altogether.
Staff can navigate the system by department, business function, or by specific process. They can gain an understanding of the business processes without having to read any old-style procedures or text.
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