IMPROVEMENTSDUE TO ISO9001IMPLEMENTATION

Background information

Period: 2003 - 2005• The Projects were with the

following customers: – DIGICALL– SYRINGA– CSF FOUNDRIES– TNT– PROTEA

Peter Bushell, founder and CEO of Three Tiers Consultants cc, consulted on various projects, specifically doing ISO9001 implementations for these customers.

On 5 of these projects, specific data was gathered to empirically show the overall business improvement made as well as the associated return on investment for those projects.

Customer Specific Background

Digicall• ISO9001 Certification• 100 seat Insurance Claim

Call Centre for two "Glass-Fitting" Companies

Syringa• ISO9001 Certification• Technical Recruitment

Company• 3 Person Operation

Customer Specific Background

CSF Foundries • ISO9001 Certification• Labour Intensive Small

Industrial Foundry• Specializing in water-

industry custom design castings

• 15 staff

TNT• ISO9001 Certification• 4 Major National (South

Africa) Centres of an International door-to-door Courier

• Total 200 people

Customer Specific Background

Protea• Small to medium Chemical

Manufacturing & Servicing Company

• 40-45 people

Table of Improvements

Table of Improvements

Table of Improvements

Table of Improvements

Table of Improvements

Table of Improvements

CUSTOMER: DIGICALL SYRINGA CSF FOUNDRIES TNT PROTEA AVERAGEConsulting Period (Months): 7 3.5 3 4 9 5.3

No. of Consultants: 1 1 1 1 1

Consulting Fee (Rand: Thousands): 120 40 50 280 120 122Customer Complaints: 8.50% 11.00% 6.00% 13.50% 7.50% 9.30%

Man Hours: 2.00% 0.00% 3.00% 1.50% 1.00% 1.50%Consumption: 0.00% 0.00% 1.50% 0.00% 0.50% 0.40%

Scrap: 0.50% 0.30% 2.00% 0.70% 2.30% 1.16%Re-work: 1.60% 0.90% 3.10% 1.40% 1.20% 1.64%Debtors: 2.30% 1.60% 2.70% 3.10% 1.90% 2.32%

Recycling: 0.40% 0.20% 1.40% 2.20% 1.70% 1.18%Supplies: 0.30% 0.00% 0.80% 0.50% 0.70% 0.46%

Skills: 1.60% 0.00% 4.20% 1.20% 2.10% 1.82%Service: 2.00% 1.50% 1.80% 3.50% 2.40% 2.24%

Sales: 4.30% 2.70% 1.30% 6.20% 3.70% 3.64%

Gross Turnover (Rand: Millions): 24.00 6.00 17.00 27.00 20.00 18.80

Savings (Rand: Millions): 5.64 1.09 4.73 9.13 5.00 5.12 Overall Percentage Saved: 23.50% 18.20% 27.80% 33.80% 25.00% 25.66%

Actualized Turnover (Rand: Millions): 29.64 7.09 21.72 36.12 25.00 23.91

In Summary

CUSTOMER: DIGICALL SYRINGACSF

FOUNDRIES TNT PROTEA AVERAGEConsulting Period (Months): 7 3.5 3 4 9 5.3

No. of Consultants: 1 1 1 1 1 Consulting Fee (Rand): 120,000 40,000 50,000 280,000 120,000 122,000

Savings (Rand): 5,640,000 1,090,000 4,73 0,000 9,13 0,000 5,000,000 5,120,000 Overall Percentage Saved: 23.50% 18.20% 27.80% 33.80% 25.00% 25.66%

Actualized Turnover (Rand): 29,640,000 7,090,000 21,720,000 36,12 0,000 25,00 0,000 23,910,000 Return on Investment(Rand): 4700% 2730% 9452% 3259% 4167% 4194%

Graphic Representation

DIGICALL SYRINGA CSF FOUNDRIES TNT PROTEA AVERAGE -

5.00

10.00

15.00

20.00

25.00

30.00

35.00

40.00

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

24.00

6.00

17.00

27.00

20.00 18.80

5.64

1.09

4.73

9.13

5.005.12

23.50%

18.20%

27.80%

33.80%

25.00% 25.66%

Gross Turnover (Rand: Millions): Savings (Rand: Millions): Overall Percentage Saved:

THANK YOUFOR YOUR

TIME

Three Tiers – Helping you complete the picture...

Three Tiers – Helping you complete the picture...

Do not hesitate to contact me personally if you need help!

Peter Bushell082 378 9630

or:- peter@3tiers.net or visit:- www.3tiers.net