Alfa Tail Lifts
The client
Alfa Tail Lifts is the UK’s leading service, maintenance and repairs specialists for vehicle based lifting/mobility systems and ancillary equipment offering both planned and reactive attendance 24/7 and 365 to both commercial fleets and independent/private customers, including roadside assistance. Â
They provide mobile maintenance covering the entirety of the UK, including the Isle of Wight, Ireland and Jersey, through fully stocked mobile engineers, workshops and a network of subcontractors. Alfa conducts most of its business at customers’ location which now includes certain installations, minimising the felt impact to our customers.Â
Alfa has earned its reputation for quality, reliability and exception customer service in this niche, but highly specialised and essential industry. It places the needs of the customer and end user first to guarantee both safety and conformance to government mandates in the form of Lifting Operations and Lifting Equipment Regulations 1998 (LOLER).Â
The project Â
Founded in 1993, Alfa Tail Lifts has grown from a sole trader operation to a 130-employee specialist maintenance company. With massive growth in the past decade, they have filled a genuine gap in a niche market.   Â
But their customers were increasingly asking for ISO certification. In an industry with no formal qualifications for tail lift engineers, they previously relied on trust and reputation. However, they recognised this would only take them so far.   Â
With more of their clients requesting that they had ISO 9001, they went for certification to provide the professional assurance their customers demanded, to secure their continued growth. They also wanted ISO 45001 to assure their adherence to the strict health & safety standards the industry demands as well as business needs due to the growth.   Â
Our solution  Â
John Hayes, our Lead ISO Assessor, worked closely with the client to identify and address significant gaps in their policies and processes. Many were missing entirely or seriously outdated.   Â
We provided comprehensive support, from updating their documentation using our templates as starting points, to offering additional guidance on areas like PESTLE analysis.   Â
Our approach was both digital and practical, including on-site walkarounds to understand their operations.   Â
Rather than imposing generic management systems, we helped them develop processes that worked for their unique mobile maintenance operations.   Â
The impact Â
The transformation went far beyond meeting the client’s requirements. The certification process helped them to implement streamlined operations and significantly improve health and safety and quality standards.
Simple changes like proper signage and shutting off workshop areas from clients created safer working environments. Initially sceptical, its employees now actively question risky practices and appreciate having proper procedures to follow. 
A genuine sense of value is being noticed among our mobile colleagues who frequently work in isolation due to nature of the role, especially those operating in our most remote operational areas.  Â
John Hayes said:
“The Alfa Tails team has learned to see non-conformances as valuable tools for improvement rather than problems, using them to address supplier issues and make employees’ jobs easier.   
“Most importantly, ISO certification has helped them secure and win new contracts, supporting their continued growth while maintaining their reputation as industry specialists who deliver a professional, reliable service.”  Â
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Testimonial
“John has been incredible throughout this process. We knew our customers wanted us to have ISO, but we didn’t realise how much it would improve our internal operations.   Â
“The policies and processes we had were either missing or completely out of date. John helped us identify and fix everything.   Â
“Initially, there was resistance. Getting experienced engineers to sign manual handling forms felt unnecessary. But now, they’re questioning risky practices, and often, they’re right to do so.   Â
“The non-conformance process has been a revelation, too. We used to avoid raising issues. Now we see them as giving us the evidence we need to fix problems with suppliers and make even more improvements to our operations.   Â
“My advice to anyone considering ISO? Grab it with both hands, but make sure you have one person managing it.”  Â
Laura Smith Â
Sales & Operations Director, Alfa Tail Lifts Ltd  Â