With CG Business Consulting’s support, Fine Grain Property have recertified for ISO 9001, after originally gaining it in 2022.
Read our recent Q&A with Mairead Phelan, Group Financial Controller of Fine Grain Property, to gain an insight into their perspective of ISO 9001 and the quality of service we provided.
Our Journey
Our journey with Fine Grain Property first began in 2022, when we supported them with their ISO9001;2015 certification.
We started with a Gap Analysis to assess the differences between their current practices and the requirements outlined in the certification they wanted to achieve.
CGBC then guided them through a strategic journey to improve overall quality, increase customer satisfaction, and improve their business processes by standardising their internal operation.
Our Interview with Fine Grain Property
An introduction to Fine Grain Property and Mairead
My name is Mairead Phelan. I’ve worked with Fine Grain for the last 4.5 years, and my role has evolved from Property Accountant to Group Financial Controller since I started.
Quality and control are fundamental to my role, therefore implementing and maintaining ISO 9001 has been a helpful tool in fulfilling certain requirements.
Fine Grain Property is an Irish-owned real estate investor and operator. It was first established in 2007 in Singapore. The Irish side of the business commenced in 2015, and we currently operating in 19 properties across Ireland.
Why do you think ISO Management Systems are important for businesses?
At Fine Grain Property, we are committed to delivering the highest standards of service and operational excellence for our clients and investors.
By integrating ISO management systems into our business, we have not only ensured quality and control but have also enhanced our capabilities to manage, monitor, and continually improve our processes more effectively. This allows us to fine-tune our operations to better serve our stakeholders’ needs.
What prompted the decision to pursue ISO 9001 certification, and what were the primary goals of implementation?
One of our core values at Fine Grain Property outlines our commitment to delivering a positive impact. “We do what we say we will do”, meaning we do not make commitments unless we have a confident, predictable plan to deliver our service on time, on budget and to the expected standard.
ISO 9001 supports this value and allows us to do what we say we will while meeting and exceeding our clients’ needs.
Why did you choose CGBC for your journey to ISO?
I first identified CGBC in 2021 while looking for a supplier to assist with the implementation and internal audits. We choose suppliers that we like, trust, and respect, and CGBC ticked all of those boxes! From the onset, the client testimonies and dealing with CGBC made it feel like we were a good match and no stone would be left unturned.
How did you ensure that all relevant departments and stakeholders were involved and committed to the implementation process?
This was extremely straightforward.
The main focus of this standard is client satisfaction, so implementing a framework that ensured our processes, strategic direction, and business objectives met and exceeded our client requirements was going to be a good choice for the Fine Grain business.
In addition, continuous improvement is integral to the Fine Grain business, and all team members are involved.
What were the key challenges faced during implementation, and how were they overcome?
The initial challenge was conveying the “Fine Grain way” as our quality management system. Fine Grain met a lot of the ISO9001 clauses from the onset, so rather than implementing any major changes, we updated our current processes to align them with the standard.
Any such changes are captured in our continuous improvement process.
Congratulations on your successful surveillance audit! What is the key to attaining and maintaining ISO 9001?
Continuous improvement!
Our business moves quite quickly, to keep up with the pace of the environment we are continuously improving our processes and managing the improvements through our QMS.
This allows us to keep up to date with our client needs & expectations.
What specific benefits or improvements have you observed in the organisation as a result of ISO 9001 certification?
Improved and streamlined processes with the involvement of the whole team. Each team member carries out processes in their specific area of expertise to ensure continuous improvement. This approach captures the smallest and most significant changes/improvements to our operations.
How has ISO 9001 certification enhanced customer satisfaction or impacted customer relationships?
Our quality management system provides a framework for measuring and improving our overall business performance. It supports our company’s strategy and business plan, facilitates continuous improvement, and ensures our client’s requirements are fulfilled.
Would you recommend CGBC for other businesses looking for ISO and sustainability solutions?
Yes, we would recommend CGBC. We found them to be very professional and personable. The audit process was thorough and challenging at times, which we welcomed as a rigorous process to ensure we are on the right track of continually raising our standards and pushing our service level to new heights.
ISO 9001
ISO 9001 is a global management standard that provides guidance and knowledge for companies looking to enhance their customers’ experience.
The standard focuses on improving the organisation’s leadership whilst involving the team and improving company processes to reduce costs and minimise risks. Management procedures are also redefined to optimise opportunities and allow the business to grow.
ISO 9001 Recertification
As Fine Grain Property continue to grow, maintaining their ISO9001:2015 certification recognises that they are effectively managing quality, minimising risk, and maximising opportunities as they expand. It also reassures the company’s clients – including big tech companies and automotive and life sciences multinationals – that they are dedicated to maintaining a high-quality service as they expand
CEO and founder Colin MacDonald explains that ISO 9001:2015 has given the company the framework to keep their "promise to facilitate our client's success by providing them with great places to do business" as they continue to establish the best ways of working and continuously learning how to improve the services they provide.
ISO 9001:2015
ISO 9001 Quality Management Standard is internationally recognised as the leading standard for quality management systems worldwide.
If your business would benefit from ISO 9001 QMS or any blend of our ISO Consultation Services, why not call us at 01 620 4121 for a free, no-strings consultation?
