Mystery Shopping

Mystery shopping

Retailers are becoming increasingly aware that shoppers are now more meticulous with higher expectations, and that competition is on the rise.

If our client wishes to obtain a thorough report of the strengths and weaknesses of his products and services, mystery shopping is the answer.

Our inspector is sent incognito to the client’s outlet looking for specific standards and criteria. A scenario is often prepared to make the transaction atypical. The elements audited vary: phone call, quality, services, operations, customer care, friendliness, sales arguments used, speed of service, grooming/presentation, business etiquette, etc.


Quality audits:

A quality audit aims to assess or examine a product or a system in order to determine whether or not the subject of the audit is operating in compliance with corporate directives, regulatory national or international laws and regulations.

Our auditor shall inspect a product design, product, service, process or plant, and determine their conformity with specific requirements or on the basis of professional judgment. He will provide a report with observations, nonconformities and opportunities for improvement.

A compliance audit is a comprehensive review of some aspect of the internal operations of a company to verify that it is in compliance with mandatory guidelines.

During this review, the auditor examines the written procedures, work instructions, contractual obligations, etc., and compares them to the actions taken by the auditee to produce the product.

In essence, it is a “say what you do—do what you say” type of audit.


We provide group or one-to-one training and personal coaching sessions with a guaranteed effectiveness.


Process Reengineering

Radical redesign of business

Our multilingual, multidisciplinary consultants can radically boost your company’s productivity and bring dramatic improvements to cycle times and quality.
Reengineering starts with a high-level assessment of the organization’s mission, strategic goals, and customer needs. Then, the process is reviewed to ensure that it aligns with the company’s mission and strategy in order to achieve the greatest possible benefits to the organization and their customers.
Standard Operating Procedures (SOP’s) are the starting point from which an organization can standardize and improve its operations. This is an essential part of Knowledge Management; it ensures correct training and employee handover and reduces system variation.
Inputs, outputs, resources and metrics are identified. Described processes are then discussed with all concerned parties to obtain their feedback and to ensure their commitment and engagement. Control measures are set to ensure consistency and KPI’s are established to monitor results.

Management Consultancy

Quality management (ISO 9001):

Our mission is to help our client to plan and implement measurable, cost-effective process-improvement initiatives across the organization. We integrate lean thinking in our quality management methods.
We apply the “Plan-Do-Check-Act” (PDCA) model to planning, establishing, implementing, monitoring and continuously improving the effectiveness of the established management system.

Food safety management system (ISO 22000, BRC & FSSC 22000):

We bring you our expertise in food safety by combining our extensive, practical hands-on experience, with the best guidelines that international standards have to offer. We shall provide you with professional, cost effective services with your organization’s benefit and confidentiality foremost in mind.
Our food safety management systems shall ensure that your processes systematically deliver a safe product that responds to, and sometimes exceeds, customers’ expectations.

Hospital accreditation:

Our accreditation experts will help your hospital to go through the accreditation process smoothly and successfully, but most of all we will ensure that we help you implement a management system that is sustainable and performing. We stimulate your teams to demonstrate continuous, sustained improvement through a reliable process. The outcomes of our intervention are multiple: enhanced efficiency, reduced costs through standardization, increased patient satisfaction and safety.

Occupational health and safety management system (ISO 18001):

Occupational health and safety (OH&S) refers to the conditions and factors that affect the well-being of employees, temporary workers, contractor personnel, visitors, or any other person in the workplace.
An OH&S system aims to eliminate or minimize risk to employees and other interested parties who may be exposed to OH&S risks associated with the company’s activities.
As OH&S consultants, we will conduct a risk assessment of your organization, and implement a system that ensures that risk is eliminated or reduced to a tolerable level. Consequently, you may seek certification/registration for your management system.

Environmental management system (ISO 14001):

In the context of increasingly stringent legislation, the development of economic policies and action plans that foster environmental protection, and the increasing awareness to environmental matters and concerns, it has become necessary for organizations to identify and limit their environmental impact.
Only a proper environmental management system – that may or may not be certified or accredited- will provide an organization with the assurance that it meets legal and corporate requirements.
Our solutions are custom-made to accommodate different company sizes and industries. The organization shall also benefit from this system by the measured increase in its operating and resource efficiency.

Energy management system (ISO 50001):

Our consultants will help you establish the systems and processes necessary to improve energy performance, including energy efficiency, use and consumption. This will lead to reductions in greenhouse gas emissions and other related environmental impacts and energy cost through systematic management of energy.

PDCA model:

The PDCA tool was originally discussed by Walter Shewart in his book “Statistical methods from the quality viewpoint” in 1939. Later, it was modified by Edward Deming, which is why it is also known as the “Deming cycle” or “Deming wheel”.
Plan (Establish): we assist our client to establish policies, objectives, targets, controls, processes and procedures relevant to improving the quality and efficiency.
Do (Implement & operate): we accompany our client in the implementation process of the planned policies, objectives, targets, controls, processes and procedures.
Check (Monitor and review): we will monitor and assess performance against previous results and against set targets, and will report the results to management for review. Nonconformities and adverse trends are identified, and actions for remediation and improvement are recommended.
Act (Maintain and improve): corrective and preventive actions are taken to ensure continuous improvement of your management system and of the monitored outputs.

Quality improvement tools:

We assist our client to put in place quality improvement tools and make sure that continuous improvement is therefore achieved. Some of these tools include:

Business continuity management system (ISO 22 301):

A business continuity management system (BCMS) is a holistic management process that ensures that an organization is capable of producing products or services at acceptable levels following a disruptive incident. This is achieved by identifying potential threats to the organization, their impact on the business operations, and by providing a framework for building organizational resilience with the capability of an effective response that safeguards the interests of its key stakeholders, reputation, brand, and value-creating activities.
The management system includes organizational structure, policies, planning activities, responsibilities, procedures, processes and resources, based on the requirements of ISO 22301.