Quality and integrated management system of appropriate scale

"We have been certified according to DIN EN ISO 9001 since 2000 - at the time, this was very unusual and innovative for a company in our industry," explains Samuel Aubin, Head of Quality Management at mt-g since 2011. Since then, the effort in the QM area increased continuously due to rising employee numbers, the formation of new specialist teams according to medical fields and demanding processes due to the introduction of editing and translation systems. A quality management system initially existed only in paper form. "The administration and documentation of the workflow and process landscape filled several meters of file shelves at last. There was a danger that we would only deal with administration," explains Aubin. That's why mt-g decided to completely reorganize its quality management. The defined goal was to turn its back on pure document management and to ensure a continuous improvement process.

System flexibly scalable for requirements of any company size
A specification sheet was drawn up for the company's requirements, which was used to search for a suitable solution for an electronically controlled management system at the Control 2012 trade fair. "At first we were pretty disillusioned, because the big players in the industry quickly gave us to understand that we fell through their cracks with our company size and our requirements. Many systems were insanely complex and therefore both inappropriate and unaffordable for a company of our size," recalls the QM manager. With the software solutions for process and quality management and the services of ConSense GmbH from Aachen, mt-g finally found a suitable system. Both in terms of size and the features offered, the ConSense IMS solution selected after extensive consultations met the translation service provider's requirements exactly: not oversized, but nevertheless also geared to future requirements thanks to its flexible scalability.

HandsOn Workshop tips the scales
At one of the free and non-binding "HandsOn Workshops" held by the Aachen-based software developers, Samuel Aubin, together with Bernd Mayer, Head of Sales and Project Management and Member of the Executive Board at mt-g, was able to learn in detail about the functions of ConSense IMS|QMS|PMS and the various modules, and also immediately use the software himself with a sample project. "Experiencing ConSense software in practical use gave us the opportunity for a valuable exchange with other interested parties about their experiences with the different QM systems available on the market. The event was an important decision-making aid for us, explains Mayer.

mt-g has been using the ConSense IMS integrated management system since summer 2013. It combines the various standards and regulations that the company takes into account - in addition to the QM standard ISO 9001, e.g. the registration according to DIN EN 15038 and the certification "Across v6 certified" and as TIM-RS translation service provider - under a uniform interface and offers a systematic electronic linking of processes and data.

Process modelling offers the chance of updating
Samuel Aubin used the modeling and implementation of the processes in ConSense IMS to sort things out: "We didn't just move everything from A to B when mapping the processes, but reviewed all the processes with a critical eye, evaluated them, streamlined some of them and made many improvements. Over the years, for example, many overlaps arise. Process modeling for a new system is a unique opportunity to put everything to the test." When ConSense IMS went live in October 2013, all core processes were in the system.

An important component of the new system is the electronic control of the QM elements. This allows intelligent and dynamic inspection and release processes to be created, managed and evaluated for any purpose. The forms run through predefined workflows and thus ensure a simple and fast flow of information within the company. This has made the work of Aubin, who is responsible for QM, much easier. "A great example is the area of notices. Previously, we distributed our work instructions as PDFs and always had to think carefully about which area of application they affected, manually create a list of the employees concerned and make sure we didn't forget anyone. The employees concerned then signed their acknowledgement in person in the QM department."

The days when Samuel Aubin had to chase missing signatures are over with ConSense IMS. Different areas of validity are already created in ConSense. At the push of a button, the appropriate area is selected, the system automatically sends the information, and the person in charge can be sure that the recipient list is complete. On his personalized overview page, each individual employee sees the information that is important to him and confirms electronically that he has taken note of it. The system reliably sends reminders and reminders for outstanding checks and approvals or overdue measures and deadlines. All processes are also fully documented and can therefore be traced at any time.

Simple handling ensures high acceptance
In addition to Aubin and Mayer, two other employees who were intended as multipliers also received the ConSense introductory training, which lasted several days. "That was very important, because the two of them contributed greatly to the acceptance of the system in our company," recalls Aubin. A decisive factor for the positive acceptance of the new system by the employees was, above all, the high level of user-friendliness. ConSense IMS automatically compiles all relevant processes and documents for each employee, providing direct access to all necessary information. Long-standing colleagues in particular were enthusiastic about the quick retrieval of the various documents and the certainty of always having direct access to the current valid version of the relevant document.

The first customer audits after the introduction of ConSense IMS were also highly satisfactory. "All auditors immediately recognized that all documentation is professionally managed. The qualification of translators and suppliers is significantly simplified. Naturally, a functioning QM system has a positive effect on the quality of our services," Aubin is pleased to report.

Big plus: Special customer orientation
For the responsible person, the successful setup, the uncomplicated introduction and the quick integration of the system into the daily work routine are also due to the comprehensive support of the ConSense team. For Aubin, this includes the thorough preliminary discussions with his personal contact person from the software developers as well as the comprehensive consulting from the very first moment. "We are on the same wavelength with ConSense when it comes to customer orientation - as a result, the cooperation works optimally," emphasizes Aubin. The close contact with ConSense has lasted until today. Direct contact persons are quickly available to answer all of mt-g's questions. In the meantime, the system has been successfully expanded to include the modules Measure Management, Qualification Management and Training Management.

"Covering our quality management with a fully electronic integrated management system was the right decision: The enthusiasm with which our realignment is met by colleagues and customers is a nice confirmation of our work," finds Samuel Aubin. The QM manager is happy to share one insight from this project with other companies for similar projects: "It has proven successful that we have taken the necessary time for the introduction of ConSense IMS. It's better to do it carefully, gradually and correctly than all at once - it's worth it in the end."