Helping organizations achieve performance results through the development of their people, processes and management systems.


Getting Started
Organization Needs Assessment >>
Employee Focus Groups >>
Brainstorming and Mind Mapping >>


Building Your System
ISO 9001:2008 Policies & Procedures >>
ISO14001:2004 Policies & Procedures >>
Process Mapping >>
Job Descriptions >>
Employee Policy Manuals >>


Sustaining and Improving:
Internal Operational Audits >>
Establishing Improvement Objectives >>


Needs Assessments and Gap Analysis

You have established that your organization intends to achieve a quality or environmental management system based on the internationally accepted standards of ISO 9001 or ISO 14001. You know your goal, but can you clearly express where your organization is now? Is something not being done because nobody knows who is responsible? Are there hidden barriers preventing performance? Are there required processes or procedures that simply don’t exist?

Planning for maximum performance begins with a needs assessment. Needs Assessments focus on the gap between your organization’s current performance and the desired state.  You need to uncover the gaps and develop a plan to eliminate inefficiencies while targeting areas
for investment.

By developing a strong management system you will improve your product or service, performance and profitability. You will build the confidence of your organization’s customers and stakeholders and gain a competitive edge.

By focusing on both internal operations and the external business environment or stakeholders requirements you will better allocate personnel, time, money and resources.

Our needs assessment and gap analysis helps you to begin your plan for success. We provide a comprehensive report based on either the ISO 9001:2008 or the ISO 14001:2004 requirements. It will review the maturity of your system in relation to the standards and provide realistic feedback on planning your road ahead. Our report provides you with an objective assessment including suggestions for improvement. We review our findings at an executive debriefing to provide an opportunity to question and clarify information needed for the development of your plan.

Achieve your goals and strategic objectives efficiently and cost effectively through needs assessment and gap analysis.

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Employee Focus Group Facilitation

Have you ever asked yourself, “What is really going on around here?” Perhaps you sense that although all appears to be working properly “things don’t feel right”.

A Focus Group can be used to clarify your organization’s needs, shared issues or concerns. Focus groups are also important in the implementation of a project management initiative or continual improvement project.

Effective and efficient organizations actively search for the root cause of such feelings. Focus groups are a method to clarify:

Your organization’s teams and shared process groups can benefit from our Focus Group facilitation. We can help you remove roadblocks, barriers, bottlenecks and unearth root causes and solutions. We assist you to:

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Brainstorming and Mind Mapping Facilitation

Could your organization improve productivity, reliability, products or services? Would you like a better working environment, better employee relations and fewer conflicts or arguments? You can achieve these results through facilitated Brainstorming.

Brainstorming is a well known though often misapplied technique to generate a large number of ideas to arrive at a solution to a problem. It is a reasonably simple process founded on the premise that the Quantity of ideas produces higher Quality solutions.

Many organizations have found that an external facilitator is necessary to ensure group members adhere to the rules. Internal facilitators are often ineffective as the group may feel threatened or simply not trusted.

Mind Mapping is a technique we have found to work well with brainstorming. Popularized by Tony Buzan it is a technique involving imagination and association. The key word is placed in the middle of the page and single word associations are connected from it using curvilinear offshoots. Colour and pictures are used as well as words. With facilitation this technique may be used for group problem solving as well.

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Process Maps

Wouldn’t it be useful to have a simple job aid to ensure managers and employees are consistently moving in the same direction together? Do you want to reduce the amount of time and effort to train temporary staff, but still ensure they are performing to standards? Are your written processes and procedures difficult to understand or more complex than is really necessary?

Process maps are visual representations that simplify and improve understanding of the most complex processes. Process maps are flowcharts which visually display how people and processes work and interact. Organizations use process mapping to ensure consistent product or service delivery to customers and clients.
Process maps are an essential tool to:

Process mapping visually highlights current roles, relationships and responsibilities enabling you to establish process strengths and those gaps or omissions that stifle performance gains.

Start by participating in one-day practical introduction training. We know it takes more than basic training to reach your goal. Our customized service can work with your team to develop maps for your entire organization using your processes. You will learn how to map the:

Process Mapping enables you to see how the work gets done, successfully achieve your objectives and meet your stakeholder expectations.

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ISO 9001:2008

Is your organization doing everything it can to ensure quality of product and service? Can you improve your competitive advantage? You may have asked yourself, “Should we be going for ISO 9000?” Your organization already has vision, market focus and strategic planning. You have some procedures documented, but many functions just occur because current staff know what
to do.

You are aware that ISO 9000 is an internationally recognized standard for Quality Management Systems. You’ve seen ISO 9000 banners displayed on buildings representing corporate, public and nonprofit organizations in every sector. Organizations proudly flying the ISO 9000 flag are saying “We have Quality you can trust”.

ISO 9000 provides a structural framework to put all those pieces into an overall system that involves everyone in your organization. It provides a key knowledge asset to the organization providing value and reducing risk.           

Traditionally used by manufacturers ISO 9001 is being embraced by public and non-profit organizations concerned about service delivery and client safety. An efficient and effective management system helps you maximize limited resources, lower overhead and increase productivity.

Your organization can benefit from our customized ISO 9000 training and consulting. We work with your implementation team each step of the way to ensure success by providing a practical interpretation of how the ISO 9000 standard relates to your requirements.

Whether you are looking for information, certification or turn key implementation we help with each step in the process by:

Increase your organization’s productivity and profitability with ISO 9001:2008.

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ISO 14001:2004

Would your organization like an improved corporate reputation and image? ISO 14001! Do you want to lower your environmental costs and fees? ISO 14001! Do you want a cost effective way to reduce impact on environmental sources? Again ISO 14001:2004 the internationally recognized environmental standard is the answer for you.

An ISO 14001:2004 Environmental Management System says the environment is important to your organization. Success occurs when you use ISO 14001:2004 to drive internal change resulting in:

We help you build your system by beginning with what you do and the related legislation that affects your product or service. We link your activities, products and services with your main environmental risks and opportunities. We customize every project and work closely with your implementation team to ensure your system supports management in making the right decisions at the right time.

We provide training and consulting services to work with you every step of the way from developing your Environmental Policy through to continual improvement programs. All major processes are mapped and documented, ensuring that all aspects and impacts of your process are considered and included within the system.

We assist you selecting a registrar and conduct an internal audit to ensure all requirements are in place.

You receive a flexible, full range of service to meet your needs using your processes. Whether a half day information session or as consultants to your ISO 14001:2004 implementation, we will lead, train, assist and support you in your efforts.

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Job Descriptions

Has your organization grown to the point where communication and clarification of roles could be improved? Have job functions changed or evolved and become less clear? Do you sense that job functions overlap or that there are gaps developing?

Step up your efficiency and internal communications through clearly written job descriptions. Job Descriptions define the relationship between who does the job and the processes used to perform the job.

Do you want to attract, motivate and retain a strong committed work force and establish consistent performance competencies? Job descriptions and Employee Policy Manuals are an integral part of an effective Management System. We will assist you in writing flexible, dynamic Job Descriptions that provide for roles, responsibilities, relationships and expected competencies within the management structure.

If you are working to improve role clarification, seeking ISO certification or want to develop a Quality Management System you will benefit by clarifying expectations. More critically your organization will establish a basis for a Training and Performance Improvement Plan. The description will assist the employee in understanding where they fit into the structure and how they contribute to your overall objectives and Key Performance Indicators.

We can provide you with cost effective, value added development of essential, easily understood Job Descriptions.

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Employee Policy Manuals

Does everybody in your organization understand what is expected of them? Are there misunderstandings about the policies, rules and regulations of your organization? Do you have an Employee Policy Manual or is your Employee Policy Manual as clear and comprehensive as possible? Or has your Handbook become confusing with updates?

The Employee Policy Manual is a key document for all your employees. An Employee Policy Manual, or Employee Handbook, is essential when onboarding new employees.

Employee Policy Manuals clarify what you need your employees to know. It states the policies of the organization and how it conducts itself. It must be comprehensive. In the event of a dispute or poor performance review, this will be the first place that the employee turns.

Employee Policy Manuals state what the organization expects of employees and what they can expect from the organization. An Employee Policy Manual is a reference document with enough detail to avoid confusion. It summarizes and provides reference to your more detailed documents such as procedures or a group insurance handbook.

Clearly written, unambiguous Employee Policy Manuals are essential. In legal disputes courts have considered an employee handbook to be a contractual obligation. Careful wording
is important.

We work with you through a Needs Analysis to establish your critical employee policies and procedures. You benefit from an experienced objective viewpoint. Collaboratively we pull it
all together.

The Employee Policy Manual is a Handbook of expectations and insurance against costly disputes from avoidable misunderstandings.

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Internal Audits

Are you seeking ISO certification or are you subject to federal or provincial operational audits? Do you want to benchmark your organization against the best practices of others in your sector? Or is monitoring, measuring and improving your processes your goal?

Internal operational audits are essential to the operations of successful organizations. In our ever-changing environment many organizations are struggling to identify, control and manage the many complex risks they face. You need to manage risk by continually improving your management system through regular operational audits.

Internal audits of your system are designed to measure compliance with your processes, policies and procedures. They add value to your overall operations by objectively and systemically reviewing your requirements and determining what’s working, what’s not working and what should be improved.

The results of the audit help your organization clarify improvement opportunities, but also outline areas that present risk because of non-compliance with requirements. This disciplined approach provides an effective tool to help manage risk, control and governance processes and continually improve your organization.

We provide both training and auditing services. When you are not able to audit your own organization because of conflict with your direct responsibilities, we can conduct your internal audit of your behalf. When you want to develop an internal audit team check out our customized training and coaching for your team. A well trained internal audit team can add a strategic value to the organization. Get started on your audit success today.

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Establishing Improvement Objectives

“Improve performance and productivity”
“Tighten up operations”
“Improve Customer Satisfaction”
“Reduce Errors in processing”

These are just a few of the challenging calls to action being faced by decision-makers in many organizations. You know what the problems are but the solutions aren’t always so easy.
Establishing improvement objectives help to provide a focus for the organization. It is a systematic process of envisioning a desired future, and translating this vision into defined objectives with a sequence of steps to achieve them.

It is an opportunity to consider what really matters to making things work better and achieve your expected performance results. You determine what areas are considered the highest priority critical issue and discuss ways to address it.

Many objectives are never achieved because they were not clearly defined at the beginning. When establishing your objectives ask yourself:

We help you help you sort out these questions and develop an improvement plan that puts into action your organization’s mission and strategic plan. We provide objective support for the process. Internal facilitators are challenged to remain neutral when discussing the objectives about critical issues to the organization. Our facilitated sessions consider the results of your internal audits, corporate initiatives and objectives required by other stakeholders.

We coach your implementation team to develop the plan and determine measurable objectives, how the plan will be deployed, who will be involved, targets and reporting structure.

Your plan must be measurable and meaningful and seamlessly embedded in your daily, weekly, and monthly routine involving all employees at some level. The plan must be communicated and regularly reviewed by management or cross-functional teams.

The Improvement Plan should guide your activities, underlying all you do. Get started on your organization’s continual improvement efforts.

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