The standard focuses on processes and customer satisfaction rather than procedures. Rowlinson is the only specialist schoolwear provider in the UK to achieve accreditation.

The company worked with Malcolm Seaton of Hawkstone Consulting through the Manchester Chamber of Commerce to develop its systems. The outline project was specified in January 2004 and newly appointed Quality Manager at Rowlinson, Anne Newton, carried out the internal audits.

The fact that this award focuses on customer care is particularly pleasing says Nigel Jubb, Operations Director, 'We are thrilled to receive accreditation - it is a testament to the hard work and commitment of the whole team at Rowlinson. We were delighted with the results of our customer satisfaction survey in October 2004 and knew, at that stage, that we had made significant progress. It is particularly gratifying when your customers give you a vote of confidence.

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