Between 1999 and 2011, Oxebridge boasted of a 100% success rate. Every one of our over two hundred ISO 9001 implementation clients passed their audits on the first attempt. To prove it, we provided potential clients with a list of clients for them to contact directly, to confirm our marketing language matched reality.
But in May of 2011, an Oxebridge ISO 9001 client received a major nonconformity from registrar Smithers, marking an end to a 12 year perfect record.
Competitors boast of perfect records, with “guaranteed service” backed by pages and pages of fine-print caveats that undermine the actual “guarantee”. We have never offered a guarantee because we knew we can’t foresee everything, and anyone offering such language was a huckster. Furthermore, trying to actually verify the clients of other consultants is often an exercise in the surreal — they don’t provide links, contact info, or any way to verify their claims. They just put the number “100%” on their site, and you are to believe it.
Until recently, we lived it, and could prove it. But not now.
Now, we could have hidden it. No one would have known. We could have fudged the numbers, or tweaked the marketing language (“over ten years, a 100% success rate!” — cleverly leaving out the latest data point.)
We didn’t. After all, it says DO WHAT’S RIGHT right on our logo.
When we had a perfect record it was easy to report a percentage. Now that we have this one incident, we’ve had to go back and calculate real numbers. That means scouring over a decade of client records to come up with an accurate number of clients, filtering out the sector specific ones (like AS9100) and others, so that we can generate a new performance statistic. As of right now, we don’t have it.
But as a potential client, you should know that we missed one. It took 12 years, but it happened. That’s the truth.
We are putting in place some new methods and procedures to address what went wrong, emphasizing more client training prior to their audits with registrars, and implementing other fixes. Hopefully that first major nonconformity will be our last.
But we felt you had a right to know the truth, and then judge us fairly on that. That’s who we are, and how we do business. We try to do what’s right.
We think you will respect that decision.