intu owns and manages many of the best shopping centres, in many of the strongest locations, in the UK and Spain. Across its 14 centres and London office, intu employs over 2,500 people.
Brian Boundy, Managing Director for intu Retail Services explains that following the creation of the intu brand in 2013, the business took the bold decision to bring in-house many services that they were previously outsourcing.
He explains: “Our purpose is to make our customers smile and help our retailers flourish. To make sure we do that we decided to bring all our staff in-house and equip and train them to be able to deliver that promise. We wanted to manage the new organisations as efficiently and effectively as possible. We knew we had most tools in place but to maximise efficiency we needed to focus on formalising our procedures. That’s where ISO standards play their part."
The company values the role of management systems in helping run the organisation to achieve business goals. This is highlighted by the fact they are certified to ISO 9001 (Quality Management), ISO 14001 (Environmental Management), ISO 50001 (Energy Management) and BS OHSAS 18001 (Occupational Health and Safety).
Brian is clear about the positive impacts the ISO standards have: “We now have more structure in the way we operate. Our operations manual is far more detailed that ISO 9001 requires but it has provided all our staff clear guidance, it explains their roles in full and helps with their training. It gives our staff a clear vision of what we want to achieve. Most importantly, this has led to a better all-round experience.
intu were initially working with Info Exchange, another part of the Alcumus Group. “We already had an excellent working relationship with Alcumus so our decision to take up the services of Alcumus ISOQAR was very easy,” explains Brian. “We also appreciated the fact they could provide ISO training for us on site and we were keen on the flexibility of this.”
Since teaming up with Alcumus ISOQAR, intu has not looked back. Brian says: “Our relationship continues to grow year-on-year. They have been very accommodating in the fact we have so many centres and audits can span over several weeks. We requested that we have just one auditor to ensure all our BS OHSAS 18001 and 50001 audits are consistent and they were more than happy to accommodate us.”
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