For Fusion5, achieving ISO 9001 took six months of recording, documenting, analysing, and agreeing all implementation processes across its business pillars — from CRM, to ERP, to payroll and more.
Iemmola says that given the effort and investment required, ISO 9001 accreditation is usually only achievable by larger (than Fusion5) business consultancies who offer enterprise and government customers a QMS certified service. “If you look at who else has ISO 9001 accreditation in the Australasian business solutions market, we’re in good company. And it certainly raises the bar for other technology partners who can’t promise their customers a consistent implementation process or outcome.”
Growing gains, not pains
The significant growth of Fusion5 across Australia and New Zealand means the business needed to focus tightly on its ability to successfully measure and maintain the quality control of its deliverables. And taking on ISO proved the perfect way to do this.
“Working through the steps required to achieve ISO accreditation highlighted where there was room or opportunity to improve our processes,” says Becky Rutherford, Country Manager and Director Professional Services (NZ) for Fusion5. “And we’re really happy about that; we take our ability to deliver to expectation very seriously.
“It’s important to our customers that we’ve analysed and invested in our own systems and processes in order to deliver them great, fit-for-purpose outcomes without having to circle back and ‘fix’ things later — which is always a costly and frustrating exercise for all concerned.”
Why investing in excellence matters
To remain ISO certified, Fusion5 will undertake a process of continuous improvement, requiring it to track and improve processes and services on an ongoing basis. This commitment to improvement is audited externally and internally every three years, and ensures that customers can be confident that Fusion5 maintains an unrelenting focus on excellence.
