My background in quality and process improvement has developed through roles spanning business standards, project and change management, and business process management. I started out working closely with management systems, coordinating internal and external audits, supporting ISO 9001 certification and helping teams address non-conformances and opportunities for improvement.

As my roles developed, so did the scope of my work. I moved beyond the management system itself into wider business improvement, working across functions to understand how processes operated in practice, where problems or duplication existed, and how systems, processes and ways of working could be improved. This included leading and supporting improvement projects, reviewing business processes, developing measures and reporting, supporting organisational change and working with teams to embed new ways of working.

That experience gave me a much broader view of quality than simply meeting the requirements of a standard. Good management systems and processes need to work for the people using them and support the way the business actually operates. Sometimes that means simplifying what’s already there. Sometimes it means challenging why something is done at all.

More recently, I’ve worked closely with smaller businesses, supporting their operational processes, compliance requirements and day-to-day ways of working. That’s given me experience at both ends of the scale, from working across a large, complex organisation to seeing first-hand the very different challenges smaller businesses face when there isn’t a dedicated quality or process team to call on.

I now bring that experience together through Ager Solutions, providing practical support across process improvement, quality management, internal auditing and defined improvement projects.