Objective
To support the renewal of existing ISO certifications in compliance with relevant international standards, which evolved to designing and implementing an Integrated Management System (IMS) to unify and streamline the management of multiple certificates, and ultimately leveraging the insights gained to evaluate and enhance the quality and performance of e-services in line with best practices in service delivery and user experience.
Key Challenges
- Managing ongoing changes to the project scope
- Ensuring cross-departmental alignment in project execution
Consulting Approach
Tharwah applied a structured, best-practice methodology to:
- Analyze the current state of the consulting approach
- Design and facilitate improvement initiatives
- Coordinate and support certification
- Develop an integrated management system
- Establish a governance framework for continuous improvement
- Strategically design improvement projects
Outcome
As a result of the engagement, several impactful outcomes were achieved, including:
- Compliance with requirements of 10 ISO certifications
- Development of an innovative integrated management system (IMS) and Comprehensive Assessment and Analysis Methodology (CA2M)
- Reduction of annual ISO audits from 20 to 3 through system integration
- Streamlining documentation requirements from 628 documents to 315
- Optimization of certification workload: reduction from 231 days to 91
- Development of targeted improvement plans for the entity’s 2 core services
Insights & Learnings
This engagement emphasized the below:
- Expanding beyond the project scope creates mutual value for both the client and Tharwah
- Collaborative engagement across Tharwah’s divisions elevates the quality and impact of results
- Strategic exposure for the client translates into enhanced visibility for Tharwah
Client Impact
The client experienced significant impact through workload reduction achieved by process optimization, as well as improved efficiency in continuous improvement efforts. Compliance with international standards was enhanced, while a culture of innovation was fostered across the organization. Additionally, the engagement contributed to building both local and international recognition.
