CASE STUDY: Achieving ISO Certification through Virtual Consulting

The objective of the project was for Mireaux Management Solutions to help TI Verbatim Consulting (TIVC) achieve ISO 9001:2015 certification via 100% virtual consulting – necessary due to stringent COVID-19 lockdown mandates imposed.

TIVC just as many other Mireaux Clients did achieve certification, however the results were undoubtedly of significance: TIVC had 0 findings in their Certification Audit and was recommended for certification on the spot. This was highly impressive for a company that had no prior ISO experience and who we helped build their Management System without ever visiting their site. The Auditor, who was very impressed with TIVC’s Quality Management System, commented that “in the many years he had been auditing, only a handful of companies had 0 findings.”

This Case Study aims to provide a detail overview of how the entire project was carried out, from beginning to end, and the factors that contributed to its success.

Mireaux Management Solutions is a Technology and Consulting firm headquartered in Houston, TX. Mireaux’s services focus on Turnkey Consulting, Auditing, Training, Managed Services, and Web QMS software for the implementation and maintenance of ISO and API management system standards.

During Turnkey Consulting projects, what sets Mireaux apart from other Consulting companies is our team approach. We dedicate a full team to work with our Clients to ensure their projects run smoothly from start to finish. TIVC was assigned a Management Systems Consultant, Technical Writer, and Lead Auditor, with the Consultant acting as a Project Manager to oversee the entire project.

TI Verbatim Consulting (TIVC) is a proven leader in the areas of Workplace Culture Assessment, Language Services, and Business Support Services. Located in Virginia, TIVC is a Small Business Administration 8(a) program participant, a CVE certified Service-Disabled Veteran Owned Small Business, and an Economically Disadvantaged Women Owned Small Business. Founded in 2014 by Jean Ibañez Payne, a multilingual Navy Veteran, TIVC is a responsive and client-oriented professional services company. TIVC’s mission is to help clients create a great place to work using workplace culture assessment by bridging the language divide using culturally accurate language translation and interpretation, and to support customers’ staffing needs to help them reach strategic and operational goals.

Facing the circumstances, Mireaux had to quickly adapt to the restrictions mandated by each local and state government. While Mireaux was not new at working remotely for Clients who were located outside the Houston area or even the US, there was no comparison to the new expectations brought about. In essence, we were facing the prospect that there would not be live meetings, face-to-face interviews, or even an on-site Internal Audit.

As the project got ready to start, plans were amended to accommodate COVID-19 travel restrictions and although the initial thought was that restrictions would be lifted by June of 2020; Mireaux preemptively set out a strategy to conduct the entire project virtually, if needed.

Mireaux starts all Turnkey Consulting projects with a formal Kick-Off meeting at the Client’s site. However, since this was no longer possible, we arranged to have a virtual meeting with TIVC’s core personnel instead. The meeting was a huge success as we were able to train TIVC’s team on the ISO standard, go over the Project Plan, draft their Main Process Map, and begin mapping out the remainder of their processes.

Figure 1 – TIVC Opening Kickoff Meeting – Drafting the Main Process Map

TIVC’s engagement in the project stood out immediately, as everyone was onboard from the start and ready to do whatever it took to achieve certification. Equally deserving of praise, was their Top Management’s involvement at the Kickoff Meeting and throughout the remainder of the project, which set the stage for a successful outcome.

Figure 2 – Another Zoom session hard at work with TIVC

Hosting virtual meetings not only spared us travel time and expenses, but also gave us the flexibility to hold meetings as needed and when needed, rather than grouping them all back-to-back during a trip. And of course, with virtual meetings, we were able to accommodate and work around TIVC team member’s schedules, with minimal wasted time.

Action items assigned to either TIVC or Mireaux were kept up-to-date and tracked through Mireaux’s Web QMS software. Along with our Project Plan and weekly meetings, the action items helped keep everyone informed and accountable to complete their tasks in a timely manner.

By the time TIVC’s Internal Audit rolled around in August 2020, Mireaux had already successfully completed several Remote Audits with other Clients, therefore our Auditors were very familiar and well-trained on how to perform an audit virtually.

TIVC’s Stage 1 Audit took place on September 1, 2020 with registrar ABS, who found no major issues and gave TIVC the green light to move to the next stage. During the subsequent month, TIVC worked with Mireaux to iron out some last minute details and prepare for the Stage 2 Audit scheduled for November 2, 2020.

As the end of the Stage 2 Audit neared, the results were clear: TIVC ended up with zero findings and would be recommended for certification on the spot. This was impressive for a company that had no prior ISO experience and who we helped build their Management System from scratch. The Auditor, who was very impressed with TIVC’s Quality Management System, commented that “in the many years he had been auditing, only a handful of companies had 0 findings.”

Mireaux was able to complete the entire Turnkey Consulting project virtually via video conferencing, emails, phone calls, etc. This was the first Mireaux Client who was never met in person by any of our Associates throughout a Turnkey Consulting project. Everything from the Opening Kickoff Meeting to the Internal Audit was done remotely. TIVC received their ISO 9001 certification with zero nonconformities. All these great achievements were the result of, not only hard work by TIVC as well as Mireaux Associates, but also of everyone following and trusting the established process.

The process was managed as a project and used a Project Plan as well as Project Control practices, to execute and monitor the project flawlessly. Every activity in the Project Plan was accomplished and everyone understood and provided the attention to detail that the project demanded.

Leadership and Top Management’s participation was the primary key to the success of the project. Everyone accepted the circumstances, accommodated as best as they could, and worked as a Team, without being afraid to be held accountable –even if it was during a Zoom meeting.

Mireaux Management Solutions is proud to have been able to help TIVC achieve their certification goals and looks forward to support them in the future, as they continue their success and growth.