Docunet is a small business of 12 employees and has been delivering digitally based, on-demand printing for 18 years. Their core business comes from printing information or construction manuals – IFU (Information for Use) and DFU (Direction for Use) – explaining how to use purchased items, as well as reprographics (blueprints) mainly for the engineering industry.
Most of Docunet’s customers are in the medical field and it is for this reason that they sought help from IMSM. The nature of the medical industry is that it demands 100% quality and accuracy. Mr. Jay Wilinski, Quality Manager at Docunet explains “Our customers define quality – they come to Docunet with a problem, we solve it for them”.
Pre-ISO Standard, Docunet was self sufficient; Mr. Wilinski had his own customized quality management system in place, but by his own admission, there were holes in it. All of Docunet’s customers are under some form of ISO umbrella, and their customers would send teams of people in to Docunet’s premises, grill them with audits and dictate what Docunet needed to do to be compliant. Over the course of time Mr. Wilinski realized how close Docunet were to being ISO 9001 certified; they had all of the systems in place but not the documentation that ISO required to officialize their conformities.
Mr. Wilinski met with their local IMSM Area Manager, who listened to their needs and consulted Docunet on what was best for their company in their professional opinion and for Docunet, this seemed the obvious option. “IMSM really presented themselves well, and the work that they did with Docunet and myself has been invaluable.”
IMSM helped direct Docunet towards ISO 9001 certification, which took 6 months; it is a 12 person organization with very streamlined processes. IMSM offered to manage the documentation for Docunet but, out of choice, Mr. Wilinski opted to prepare and write it all himself; seeing it as a career opportunity and learning curve, on top of the benefits to his company to learn the language, understand it and become a form of quality engineer himself. IMSM stepped in when Mr. Wilinski had specific questions about certain clauses, which IMSM helped to clarify and advised where Mr. Wilinski needed to focus his work.
“The ISO has made a difference to the company and is very important, politically of all things.” Mr. Wilinski comments, “We now have these stripes on our arms. It’s a credential. A very important credential to a lot of organizations we work with. Just by showing the certificate answers a lot of questions; it shows that you’re a quality driven organization.”
A couple of years ago, American federal bodies came down on a lot of the big medical providers, as they were not auditing their suppliers the way that they should have been. “By sheer luck we were already in the process of getting our ISO certification when that happened. There was an instant reaction whereby these big medical providers started grilling their suppliers on what systems they had. They came to Docunet and saw the ISO construction site, what was being built, and they were very pleased with it.”
“ISO 9001 has opened Docunet up to more business, I can’t say enough about it. It was a very good thing for us to do. In the last audit of Docunet, taken out by one of our customers, we hit 100% – that has never happened in 7 years of being audited by this particular customer.”
Once certified, Mr. Wilinski sent out marketing mailers informing customers and prospects of their ISO 9001; business shot up by 40% as a result, and it has firmly rooted them within the organizations they work with today. Mr. Wilinski comments “we are making it extremely difficult for our customers to ever want to pull away from our service, even if we were to put our prices up. Just because of our track record, and recognition within companies such as Metronics, who awarded us their Gold Standard which is extremely hard to get, they don’t just give that out”.
Last year Docunet were 99.6% accurate on their work, with less than 1% waste and their employees operated at 98.9% accuracy internally. Commeting on their work rate, Mr. Wilinski says, “Really the figures are staggering, it’s excellent.”