Quality Management/System Development
Challenges
Ground Science, a niche geotechnical service provider within the infrastructure sector, encountered challenges in scaling its business while preserving quality and value. Inconsistent processes, fragmented documentation, and variable quality standards resulted in inefficiencies, data inconsistencies, and client dissatisfaction. Resistance to change further impeded efforts to establish a cohesive quality management framework.
E-Risk360’s Approach
E-Risk360 partnered with Ground Science to develop an ISO 9001-compliant Quality Management System (QMS). Leveraging its expertise in quality management, E-Risk360 led a systematic approach to address these challenges. A cross-functional quality team was established, including representatives from field operations, laboratory services, and project management, to foster collaboration across business units.
E-Risk360 prioritised designing a user-friendly QMS, with standardised procedures for field testing, laboratory analysis, and reporting to ensure consistency and simplicity. Effective communication and training, including workshops, educated staff on the QMS, empowering them to take ownership of quality initiatives. A streamlined document control system ensured that records were up-to-date and easy to access. E-Risk360 also developed straightforward internal audits, simplifying compliance monitoring.
Impacts
The integrated, user-friendly QMS led to significant improvements in process consistency and efficiency, reducing errors and rework. Standardised procedures enhanced team alignment and empowered staff to contribute proactively to quality improvements, allowing them to focus on value-added activities. Customer satisfaction increased as service quality and reliability improved, strengthening Ground Science’s reputation and opening new client opportunities.