State the solution that the system solves

“It's not a big deal, we'll manage afterwards”.”

Catherine directs LogiExemple SA (fictitious name), a family-run transport and logistics SME in Yverdon. She has been running the business with her brother for 20 years. She wants every customer feels listened to, even when a mistake is made.

But that morning, she opened her mailbox and came across a customer complaint to which no-one responded. A poorly secured pallet leaked products. It's already been five days.

She calls her warehouse manager:

«Did you know about this?»
«Ah... yes, we saw it. But it wasn't too serious, I thought I'd sort it out with the next load.»

But here's the thing: this customer doesn't want any more excuses. He's threatening to change provider. Catherine feels the ground give way. This is not just an incident. It's a its reputation, its sales, its team who can pay the price.

When reporting becomes a reflex

Two hours later, she decided to act. No more “we'll see later”. She opened SIRIS+, Marco, a forklift driver who has been with the company for 3 months, how to declare an event.

«Click here, choose ‘Customer complaint’ and dictate what happened.»

Marco does it from your smartphone, in 30 seconds.

Catherine deals with the event. She links to an existing risk, creates a weekly control to check the calibration, and updates the Preparing deliveries“ process”.
It links all this to the ISO 9001 §8.5.1 requirement, in order to maintain clear traceability.

What yesterday seemed like an isolated error is now a lever for improvement integrated into the system.

Successful certification means loyal customers

Three months later, the company is preparing for the ISO 9001:2015 certification audit.

Catherine goes to the Compliance from SIRIS+. In the “My requirements”, it selects the ISO 9001 standard, and displays the processes it has already linked to the corresponding requirements.

It generates a compliance report for the “Preparation of deliveries” process” to the selected requirements. It includes :

• the relevant ISO requirements
• internal documents relating to this process
• the current level of compliance
• the associated customer incident, and the corrective actions taken

Everything is structured by process. It can also generate, in parallel, a overall assessment report listing all regulatory requirements that it has configured, with the associated processes and their compliance rate.

On the day of the audit, the auditor smiles:

«You have a real, living quality system. You can see that everyone is involved.»

Catherine, for her part, knows that she hasn't just avoided lose a customer.
It has gained a more responsive team, clear, usable reports in 2 clicks, official recognition... and a little more peace of mind.