Recurring problems in your business? Why ISO could provide a fix

From time to time, problems in a business arise. In most cases, a short-term solution provides a welcome respite and the problem goes away. Or so it seems.

When a problem keeps recurring, you need to take steps to get to the root cause of the problem. And once you have identified the issue, you need to make changes. But what is the process and why would an ISO accreditation lead to continuing success (without too many problems)?

Identify the real problem

Issues can masquerade as other problems. In other words, what you see is the surface problem, a symptom of something much bigger going on in the background. For example, if you are having more complaints about a certain product, is it the product or the description on the website that is giving people the wrong impression?

Dig deeper

This means you have to deconstruct the problem. Once the problem has been identified, piece by piece, component by component, you need to strip down what the issues are. Identify each step in the process from working out where the pieces come from, which supplier, who delivers and when, and so on. It can be time-consuming but it only by having a detailed and accurate record of what the issues really are can you go ahead and come up with solutions.

Problems, NOT people

All too often, when a problem occurs, the tendency is to look for the person responsible. Why are people complaining about Product A? Should the warehouse manager be checking the stock? Is he or she doing this…?

All too often, identifying problems means generating a blame culture. As a result, people are unwilling to be part of the process, especially if they feel that their jobs are on the line. By focusing on the problem and every process that contributes to it, you shift the focus away from people and onto the process.


You have the symptom. You have identified the root cause or causes. Now what? You need to create solutions that work. This may mean small changes, tweaks here and there or it may mean significant changes, such as sourcing a new supplier of a certain component or sweeping changes to the way you have always done things.

Accurate record

But this process is not one carried out quickly, with a few notes made in the back of your diary. It should be a thorough process that is clearly documented so when you come to review the situation in a few months’ time, you have all the information you need to hand.

An ISO could be the answer?

The process outlined above is similar to that invested in ISO Quality Management Systems that examine in-depth how and why a company manages quality in the way that it does. An audit is the process of critically appraising processes within a company and as such, an ISO could be the vehicle you need to deliver the tools your business needs to operate better.

How can we help you?

Click here to download our new eBook, which will give you an overview of the ISO standards and the FAQs that will help you understand ISO better.

If you’re in need of assistance with any aspect of certification, here at Synergos we’d be delighted to help. Whether you have questions about the path to certification or are looking for advice and support to maintain an existing standard call 01484 817 444 or Email and we’ll be happy to talk it over with you.

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Jenny Kilburn
Jenny Kilburn
Completed my Masters in Business Administration (MBA) in 2012 I was looking to start my own business. With over 10 years improving and streamlining business systems, I grasped an opportunity to assist a local business to improve their quality and communication processes by researching the requirements of a quality management system based upon ISO 9001 and conducted my first internal audit that resulted in 97 improvement recommendations. After a successful outcome, I was recommended again and again with glowing reviews and in February 2014, Synergos Consultancy was born. I now have the role of regularly reviewing and planning the strategic direction of the business to ensure that Synergos continues to develop, whilst at the same time, still actively working closely with some of our clients. In my spare time I love to attend the theatre to watch musicals, dance productions and plays. In 2019, I attended the theatre a whopping 24 times. I follow a plant-based diet which I absolutely love. A keen tick-tock follower, I have picked up a lot of interesting recipes. A firm favourite is Brussel sprouts and sriracha sauce baked in the oven. Delicious!
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