BTAL
Business Success Through People Development

Byworth Boilers

Byworth Boilers is a long established family owned business operating in a very competitive worldwide market place.

They offer a first class quality product and service including inspection, repair, maintenance and re-work as required as well as a hire service of boilers.

The management team at Byworth work tirelessly to improve the business and its opportunities in that market place. The expertise and dedication of staff is evident in all aspects of client and supplier contact.

KADTAL were contacted to help support Byworth Boilers in two distinct areas. The development of an I.T. system to help manage the business and provide management information, coupled with I.T. training for staff and secondly, to re-shape the sales department to give greater flexibility and more importantly, improve sales.

The key activities for the development of the I.T. system were:

• Develop a database to record both new boiler orders and past orders to enable sales staff and service staff  to identify boilers at customer sites and the relevant  specification when necessary.
• Develop a system to track and record service details for every boiler supplied to customers and also the Hire Division fleet.
• Train staff in the use of the database and how to use its query and mail merge facilities to improve customer / potential customer contact.
• Up-skill staff across all divisions in the use of MS Office applications.
• Improve the efficiency of staff in I.T. related areas of their work

The key activities where KADTAL were able to support Byworth Boilers in the development and re-shape of the sales department were:

• Develop an interview protocol to establish the needs and wants of all the staff within sales and those related to sales. This helped to clarify a strategy for improvement.
• Introduce a series of meetings with the key players, including the Managing Director;  to map out the process improvements needed to facilitate the stepped change.
• Define and agree new roles and responsibilities with staff.
• Split the sales functions into definable areas and improve the premises to increase the overall efficiency and comfort of staff.
• Train the service workforce in Customer Service to further improve efficiency and quality of the customer contact.

Hewitt & Topham

Hewitt & Topham is a well-established specialist gear manufacturing company which is family owned. They service a wide range of clients in diverse markets from nuclear power to textiles.

The Managing Director, Brian Clough, recognised the changing face of the business environment and chose to seek accreditation to BS EN ISO 9001:2000 as a method of keeping his existing customers while at the same time attracting new customers by being able to demonstrate his compassion for Quality of Product and Service across the business.

As a long-standing member of KADTAL, Hewitt & Topham commissioned us to help in the implementation of the Quality Management System.

It was clear from the initial meeting that many of the quality processes within BS EN ISO 9001:2000 were being followed in both formal and informal ways, driven by the quest to develop a quality product at the right price. However, none of the processes were documented or related in a way that would form a Quality System.

The key stages of the project were discussed, defined and agreed with the management team and the employees throughout the entire process of implementing the quality system.

The key activities included:

• Development of a clear description of the 'As is state' (where we are now) across all functions of the business
• Carry out a gap analysis of the 'As is state' versus the requirements of the BS EN ISO 9001:2000
• Develop the action plan with clear priorities defining who does what by when. This included a resource plan to describe the costs of developing and implementing the quality system.
• The development of a business plan with clearly defined goals and due dates.
• The implementation of a range of policies as described in BS EN ISO 9001:2000.
• The implementation of process and procedures to support the Quality Management System.
• The development and design of an appraisal system for all staff.
• The development of a range of training activities for staff including Appraisal Counselling, Train the Trainer, Problem Solving, Continuous Improvement, Systems Design, Management Skills & Internal Auditor training for selected staff.
• Re-defining roles and responsibilities of all staff and the re-structure of the management team.
• Final implementation of the new Quality System.