Manchester Central (Quality Management System Implementation)
Manchester Central is an award winning conference centre and major employer in the heart of Manchester city centre. The venue is dedicated to providing world class service and exceeding its customer’s expectations; and as such decided to implement a quality management system in line with the requirements of ISO 9001, the international quality management standard.
The venue worked with Newground to develop a bespoke quality management system that could be implemented alongside an environmental management system that would complement its existing sustainable event management system.
Newground’s approach and solution
The Newground consultant started by assessing the venue’s current performance against the requirements of ISO 9001 and developing a tailored implementation plan to design and establish an effective quality management system.
Following this, a phased approach was taken to develop a complete quality system working closely with team members to establish key requirements such as:
- Roles and responsibilities for management of quality issues
- An effective quality policy
- Improving methods of internal communication and developing a new internal meeting structure
- Objectives for improvement in quality performance
- Establishing procurement processes
- A robust customer feedback and satisfaction process
- Development of an intranet and improved document management processes
- A comprehensive internal audit programme
Newground coached Manchester Central team members during the implementation process to ensure understanding of the requirements of ISO 9001 and to encourage ownership of the system; allowing for it to be implemented and maintained effectively.
Alongside development of the quality system, Newground also created a bespoke environmental management system in line with the requirements of ISO 14001, the international standard for environmental management; integrating elements that span both the quality and environmental systems where possible.
How we made a difference
Since working with Newground, Manchester Central has achieved the international standard for quality management, ISO 9001.
The achievement made it the first major venue in the UK to reach triple ISO success, having also already achieved certification of ISO 14001 and being re-certified with ISO 20121.
Manchester Central was commended by its external auditor for its efforts in implementing a robust customer feedback and satisfaction procedure as well as infrastructure maintenance plans and a comprehensive internal audit structure.
Angie Robinson, Chief Executive of Manchester Central, said: “Gaining the ISO 9001 certification absolutely exemplifies Manchester Central’s dedication to providing the highest service standards. We are committed to consistently exceeding our customer’s expectations and are delighted to add a third ISO certification to our list of accolades and maintain our position as an industry-leading venue.”