Every site does things its own way
The organisation has grown or integrated sites, and nobody can compare, learn or guarantee the same service everywhere.
Multi-site standardisationQuality systems that work the same at every site
I help multi-site organisations put their processes in order, pass any external assessment and turn the voice of the customer into improvements people notice.
Quality plan across 20 hospitals, 18 sites ISO 9001 certified, EFQM 500+ Seal and 3 regulator audits passed with no non-compliances. 18 years in healthcare, customer service, industry and education.
Experience leading quality at
- Vithas
- Manises Health Department
- EAE Business School
- DIGI Spain Telecom
- Biocom Energía
- Innomedi
Every site at its own pace. Quality, in sync.
When every site works its own way, quality depends on who is on shift. My job is to align them without erasing what each does well: same standards, same indicators and people who own them.
Three problems I know how to solve
Every audit is a source of dread
The system lives in a folder, gets updated the week before, and every certification is endured rather than managed.
Certification and accreditationYou measure satisfaction and nothing changes
Complaints, surveys and NPS fill reports, but the same reasons come back month after month.
Voice of the customerThe SINCRO Method
Quality in sync with the speed of your business. The same pattern I have followed in a health department, a 20-hospital group, a business school and a telecoms operator.
- SituateBaseline and a map of the real situation
- Identify what is criticalRisk map and priorities agreed with management
- NormaliseA common standard and document control people actually use
- CommitA network of champions and teams who own the system
- ReviewMonthly scorecard and an improvement cycle in motion
- Operate without meAn autonomous system and a successful external assessment
Does your quality depend on who is on shift?
The SINCRO Assessment is twelve questions and three minutes. You will see which phase your system is in and where I would start.
Services
Two areas: quality, to build and improve the system, and audit, to check it independently, including lead auditing for consultancies.
Quality
Build and improve the system
- SINCRO Assessment
- Certification and accreditation
- Multi-site standardisation
- Voice of the customer and patient
- Fractional quality leadership
- In-company training
Check independently that it works
- Lead auditor for consultancies
- Internal and supplier audits
- Pre-certification audit
- Customer service: ISO 18295 and UNE 338001
- EFQM assessment
- Healthcare and laboratories
A chemist by training, a quality leader by trade
I started by setting up the laboratory of a pioneering biodiesel plant running 24/7. Since then I have repeated the same pattern in four sectors: land in a complex organisation, understand the pace of the business and leave a quality system that works even when I am no longer in the room.
I lead with high standards and a human touch, always involving the people who do the work.