The Challenge

AirportCreators' growth was constrained because competing for major global tenders required ISO 9001 certification. Their workaround – partnering with certified firms – was a risky approach that backfired and damaged their reputation when partners failed to meet deadlines. Achieving their own certification was the only way to secure their future.

Having accepted the need for certification, they attached wide-ranging goals to their QMS:

The Solution

After deciding to pursue certification, AirportCreators' leadership involved the entire team in selecting the implementation method. They unanimously chose a DIY approach over traditional consultancy.

While cost was a factor, the primary driver was a desire for deep, company-wide ownership of the QMS. They believed that a hands-on approach was the best way to ensure the system was genuinely adopted, effectively maintained, and easily passed future surveillance audits.

Among several DIY providers, they selected the 9001Simplified Toolkit. The decision was sealed by our thorough instructions and focus on efficiency, which resonated perfectly with their own company culture of simplifying complex airport projects.

The Implementation

AirportCreators began the project in April 2020 with no formal QMS, relying only on a personnel handbook and their ExactOnline project management software. Project Manager Maria Tsagali leveraged the 9001Simplified Toolkit to launch a highly collaborative implementation. She assigned each team member a specific clause of the ISO standard, tasking them with developing the initial processes using the toolkit's templates.

Crucially, this was not done in isolation. Maria supervised a continuous review process where the entire team collectively examined the evolving system. This ensured that processes were interconnected and met the shared needs of the company, not just the requirements of a single clause. The toolkit's unified structure was key to making this collaborative model work.

This inclusive approach transformed the project's dynamic. While some staff initially saw it as a "boring task," their active involvement sparked a shift in attitude. They soon began spotting their own mistakes and proposing improvements, taking genuine ownership.

Management's interest also evolved; what began as a project for "marketing opportunities" ended with them being "really fond of their QMS." This collective buy-in made adoption seamless. As one staff member noted, "we had no difficulties," and the "on-the-job testing" of their new paperless system proved effortless.

The Certification Audit

After developing their QMS by the fall of 2020, AirportCreators took a deliberate step many companies skip: they ran and refined their system for five months in a real-world environment. This allowed them to accumulate records, fine-tune processes, and build unshakable confidence.

By the time of their certification assessment with TUV Rheinland in March 2021, their final internal audit confirmed the system was deeply embedded. Preparation for the certification audit was minimal – just a few internal emails. The two-day remote audit concluded with a resounding success: zero findings and a first-pass certification.

Keys to Success

Asked about tips for other companies at the beginning of their ISO 9001 implementation, Maria Tsagali had two insights to share that were important to their success.

"Tailor the system to your culture"

For Maria, the key to success lies in thoroughly customizing all templates to the needs of the company. "The ISO QMS should reflect the personality of the company," Maria stressed. The toolkit’s templates and detailed, step-by-step customization instructions were vital in helping them achieve this, making the system truly become their own, not a generic import.

"Structure the documentation around your business processes"

Instead of following the ISO standard's clause numbering, Maria recommends a documentation structure that reflects business operations to boost efficiency. AirportCreators accomplished this by simply choosing the toolkit's pre-configured "Process Structure." This decision was validated by their TUV Rheinland auditor, who "was really impressed that we didn't follow the numbering of the ISO standard but our efficient process structure."

The Results

The implementation delivered immediate value, even before the audit. AirportCreators was already experiencing tangible gains in efficiency, document control, and project management – hitting the internal objectives they had set from the start.

Most importantly, they achieved their primary strategic goal: the ability to bid independently on major global tenders, eliminating the risk and unreliability of partners.

The new system also brought a direct improvement in service quality, with processes that helped spot mistakes earlier and systematically incorporate lessons learned. Externally, certification immediately generated increased client interest, validating their investment.

Ready to Replicate This Success?

AirportCreators proved that a DIY implementation, when supported by the right framework, builds a superior, company-owned system that impresses even the strictest auditors.

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AirportCreators B.V.
Tupolevlaan 93, 1119 PA Schiphol-Rijk, The Netherlands
https://airportcreators.com