Hazlewood Pizza in Deeside, North Wales, has boosted customer satisfaction by a mouth-watering 85% in one year following BSI registration to the ISO 9000 series of standards.

This major benefit came to light in a new survey of both large and small firms in different sectors of industry and commerce.

The research, carried out for the global quality assurance leader BSI by the European Centre for Business Excellence at Leeds University, showed impressive benefits for companies were surveyed across North America, the UK and mainland Europe, with staff numbers ranging from five to 71,000.

Hazlewood Pizza is expanding rapidly and recently opened a £13m factory and headquarters in Deeside, relocating its HQ from Salford, Manchester.

With 400 staff spread across four sites in north west England, the company makes pizza bases and chilled topped pizza for the majority of UK retailers, as well as a number in continental Europe.

Roger Turnbull, manufacturing director of Hazlewood Pizza, said: “We went for ISO 9000 registration through BSI because we wanted to introduce a systems-oriented culture to support the other standards that we already had.

“The impact on customer satisfaction was excellent – one of our operations supplied six million products with 100% customer satisfaction – not one single complaint. In addition to boosting customer satisfaction by 85%, the registration also helped us save costs through a 50% reduction in waste,” Roger Turnbull added.

Nick Moy, managing director of BSI Global Quality Services, said:
“Hazlewood Pizza has reaped some impressive achievements by operating to the BSI way of implementing ISO 9000, and by continually improving its performance against the standard. I am particularly proud that Hazlewood Pizza has said that it’s not just the registration, but also the business partnership with BSI that they value.

“BSI has registered over 35,500 companies world-wide to the ISO 9000 series of standards. We pride ourselves on our partnership approach to registration with our clients, who, like Hazlewood Pizza, are seeing real commercial advantages from their registration and their relationship with us,” Nick Moy added.