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A journey to become ISO certified
Six years ago I embarked on the journey to have our accounting firm become ISO certified. Why? I had a Vision: I wanted to be sure that our products and services are being delivered in a consistent, predictable manner - not just the first time, but through to the 5,000th time. My vision included wanting our business to be able to work without me. I wanted to own my business and still be free of it.
In my second year of business I was introduced to the ISO system. Later I was introduced to many books such as the E-Myth: (why small business doesn't really work), which states that it is a Fatal Assumption that if you understand the technical work of your business you can understand the business that provides the technical work. It also introduced the concept of working on the business rather than in it. This means that you view the business differently - looking at how the business must work, not what must be done.
Over the next six years, my staff and I spent our spare time documenting all of our systems and instituting a system of continuous improvement. This does not mean our company had no mistakes or bumpy times. It does not mean that we are successful on all occasions. But it does mean that our system was (and is) continually improving through feedback of clients, suppliers, and employees in a controlled, systemized way. And this helps our business get better.
I am convinced that we must look to the global economy. I am also convinced that with the proliferation of suppliers in the global economy, one can get lost looking for a safe supplier. People are looking for Assurances like CSA or ISO certification. The ISO model provides for:
- Consistent value to your customers, employees, suppliers, and lenders;
- A uniformly predictable service to the customer; and
- Documentation which allows new employees and existing employees a Roadmap of how things are done in the business.
So how do you start? I started with a vision: I wanted my firm to offer quality accounting, tax, and management consulting services on a personalized basis in an atmosphere that cultivated pursuit of knowledge and excellence. Most business people start with a vision but get worn down with the business of providing the business-this is where a coach or consultant often helps. Clearly, you need the dedication of yourself and your staff and the belief that the system will be beneficial. In June 2000 our firm became certified as an ISO firm - the twelfth accounting firm in Canada. Now, in our second year of certification, there have been many times that I am thankful for the system that has proven itself to be so valuable. And the promises given are truly being realized.
Joyce Smith is president of JA Smith & Associates Inc. Certified General Accountants and Certified Financial Planners. The firm offers financial and tax planning advice for both individuals and business.
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