13 December 2012

Charity’s focus on “customer satisfaction” earns ISO 9001 accreditation from British Assessment Bureau

Caudwell

The Chief Executive of a national charity has hailed customer satisfaction in the Third Sector as “important to us as it is to the biggest consumer retailers” at a time when many UK charities are struggling to survive.

The comments come as Caudwell Children celebrate receiving the international quality management accreditation, ISO 9001, from the UK’s leading certification body, the British Assessment Bureau.

Key Facts

  • The ISO 9001 quality mark was first introduced in 1987 and requires organisations to demonstrate that they do exactly what they claim to and that they have a quality management system in place to ensure high levels of performance and customer satisfaction.
  • Caudwell Children have received the international quality management accreditation, ISO 9001, from the UK’s leading certification body, the British Assessment Bureau
  • Caudwell Children provide practical and emotional support for disabled children and their families

The ISO 9001 quality mark was first introduced in 1987 and requires organisations to demonstrate that they do exactly what they claim to and that they have a quality management system in place to ensure high levels of performance and customer satisfaction.

The official announcement of Caudwell Children’s ISO 9001 accreditation comes after a 12 month review of the charity’s quality management system, which included a comprehensive review of the policies and procedures that each of the charity’s employees work to.

The charity now hope that the accreditation will lead to an increase in commissioning for their services from local councils around the UK and further development of the charity’s regular giving fundraising income.

Based in Stoke-on-Trent, Caudwell Children provides practical and emotional support for disabled children and their families. Founded in 2000, the charity has provided support worth over £23,000,000 to thousands of children with over 500 different medical conditions.

For more information about Caudwell Children visit www.caudwellchildren.com or call 0845 300 1348.

Quotes

People often wrongly assume that charities operate in an unprofessional and unsystematic manner but in reality that couldn’t be further from the truth. To deliver our services effectively and efficiently we require high levels of competency from our employees and strive to maintain high standards at all times as customer satisfaction, both for our donors and beneficiaries, is as important to us as it is to the biggest consumer retailers. But, whereas failure to meet standards for commercial organisations may result in a fall in profits, for us failure could result in vital services not being delivered, which is not an option.

Trudi Beswick - Chief Executive

Many of the practices required for IS0 9001 were already in place, we just had to go through the process of formalising them and briefing the charity team on conformity. While some of the language is technical and can be confusing, we broke it down into bite-size chunks for the team to understand and the end result is a clear quality standard that everyone knows we must maintain.

Steve Jackson - Family Services Manager

People want to be reassured that their donations are used in the most efficient way possible, this accreditation is further evidence that Caudwell Children are committed to using fundraising income to make a difference where it really matters.

Trudi Beswick - Chief Executive

Notes To Editors

  1. To date Caudwell Children has provided services worth over £23 million to thousands of children with nearly 500 different medical conditions. The Charity is committed to changing the lives of children by providing specialist equipment, treatment and therapy as well as its annual ‘Destination Dreams’ holiday for families coping with a child’s terminal illness and their Family Support services. Caudwell Children was registered in March 2000 and is widely recognised as one of the country’s fastest growing children’s charities. Since its inception the charity has doubled every pound raised, achieved through supplier partnerships, which means every pound donated works even harder. The Charity was founded by entrepreneur, John Caudwell, whose vision was to create a sustainable children’s charity that offered benefactors’ transparency and peace of mind that 100% of their donation was being used to directly change children’s lives. By donating the cost of the Charity’s annual management and administration overheads, John has guaranteed an efficient way for individuals and businesses to change the lives of thousands of sick and disabled children living in the UK. John Caudwell remains the Charity’s largest benefactor and sits as Chairman of the Board of Trustees. The Charity’s ambassadors include Hollywood actress and author, Joan Collins, actress Elizabeth Hurley, Rod and Penny Stewart, Peter Andre, Sir Bruce Forsyth and singer, Robbie Williams.

  2. About The British Assessment Bureau - Our reputation for making organisations stand out was established in 1969, starting as a specialist in certification scheme management. In 1997, the Secretary of State for Trade and Industry approved the use of the word 'British' in our new corporate title in recognition of our pre-eminent status. Today, we certify organisations to recognised standards like ISO 9001 (quality management) and ISO 14001 (environmental management) and provide associated training. Outside of ISO standards, we design and manage bespoke assessment schemes. Such schemes are based on the establishment of standards, which can be developed to be recognised company-wide, industry-wide, nationally or internationally.

Contact's for this Release

Ben Sutcliffe

Ben Sutcliffe

Head of Public Relations

Caudwell Children