Case Studies

High voltage services

Running out of electricity is the one thing guaranteed to hold back a manufacturing business. That’s when Rock Power Connections step in to increase electrical capacity or connect new developments, helping to keep the wheels of British industry turning. Find out how being ISO certified has helped this company maintain a 98% staff retention rate and grow at 38% each year.

WHERE THE COMPANY CAME FROM

Rock Power Connections was founded in 2013 by three brothers-in-law who spotted an opportunity to offer customers a superior connection service based on the highest standards of safety, quality and communication. The company has been under the same leadership ever since.

As well as providing upgraded and new electrical connections, Rock Power Connections also builds and upgrades primary substations on the distribution network for Western Power Distribution.

In 2019, the firm received Herefordshire and Worcestershire Chamber of Commerce’s Small Business of the Year Award.


Few start-ups have as many inherent dangers as Rock Power Connections. High voltage electricity clearly brings Health & Safety risks. In addition, large building projects have limited contingency so expensive stand-down charges or delay costs are passed onto contractors who impede progress. Rock Power Connections therefore had to implement a way of working which would prevent downtime and minimise financial risks.

It took almost a year to get the necessary policies, procedures and processes in place before Rock Power Connections could take on its first contract. As well as protecting the safety and wellbeing of employees and clients, these policies also reduced the company’s environmental footprint and embedded a culture of customer satisfaction.

However, it was soon clear that potential clients were looking for the instant reassurance that ISO certification provides.

ACHIEVING CERTIFICATION

After assessing their systems, we were able to reassure Rock Power Connections that they were primed for ISO. With our encouragement, they took the unusual step of implementing three standards at once and achieved certification to ISO 9001 (Quality), ISO 14001 (Environmental) and ISO 45001 (Health & Safety) on the same day. The process took just six weeks.

The Rock Team have seen three particularly clear benefits from their ISO standards:

OPENING NEW DOORS

Having ISO certifications has helped open doors to new clients since certification. Richard Johnson, Programme Manager, explains, “Our clients see the certification as a guarantee that our business – everything from our processes, procedures, installations and employees – is operating to nationally-recognised standards. It makes the pre-selection and supplier approval processes much simpler, meaning we have a higher chance of bidding for and winning work.”

DEVELOPING CLIENTS THAT COME BACK

The Rock Team’s reputation for alleviating the hassle of an installation is worth its weight in gold. The majority of the firm’s revenue is generated through repeat business from contractors who look for safety and reliability first and foremost.

Richard explains, “Having an annual ISO audit gives our clients reassurance that our high standards are continuously maintained. It is a simple, independent view of the excellent standards to which we operate.”

HELPING EMPLOYEES DEVELOP CAREERS

Emma Chetwynd Jarvis, Electrical Connections Manager, has seen for herself how easy it has been for the business to retain staff as it grows with the ISO framework as a support. She was employee number 14, with the firm’s most recent recruit being number 70. Emma explains, “ISO helps us recruit the right people, support them and give them a career path. The company invests heavily in the upskilling of the Rock Team and it is vital that our systems allow different site teams to adhere to the same quality standards and, ultimately, keep them safe.”

Each client is allocated a dedicated Project Manager who develops their customised programme of work, ensuring it fits with the client’s requirements. Flexibility is key as often the scope of the work can change through the design and installation process.

Customers are always surveyed after completion so the team can benchmark their performance and learn for the next job. Having always used paper surveys, the team are now investigating free online tools, like Surveymonkey.

Don’t assume your clients know you have ISO. Tell them about it!

Rock Power Connection’s website carries ISO logos in the footer of every page so they are easy to spot!

Website visitors can also find out what each certification means for them on the ‘accreditations’ page.

The electrical connections team work on 8-10 projects at any one time. They particularly enjoy being asked to provide additional capacity for factories as that helps their clients achieve their own growth targets.

If you’re looking to expand your business, why not find out how ISO can help you? Our free Introduction to ISO 9001 online training is a great starting point.