TO BE ISO CERTIFIED OR NOT TO BE ISO CERTIFIED ? That is the question.

Our Journey with ISO Certification: How Structure Helped Built Water Solutions

The Early Days

When Built Water Solutions began in 2017, it was just me — working from the dining room table, trying to build a business that could pay the mortgage and keep the family fed. Those first few years were tough: endless phone calls chasing work, long hours on the road, on-site, and behind the computer, taking on any job that would pay the bills.

During that time, we were fortunate to have incredible people and companies who supported us. We’re eternally grateful to those who believed in us early on and continue to support us today — you know who you are.

As work gradually increased, it became clear that help was needed. In 2018, Dr. Richard Bentham, our Microbiologist and Associate Director of Consulting, joined the team. His expertise allowed me to spend more time working on the business instead of in it. “Now there were two.”

The Need for Structure

Running a business can be all-consuming. For me, tunnel vision set in — the constant focus on one core goal: survival. Meeting deadlines, delivering quality services, and keeping clients happy were always top priorities.

Although we had a clear direction documented in our One Page Success Plan (OPSP — highly recommended), we realised there were areas not covered at the top priority level. We needed to go deeper — beyond “what work do we have tomorrow or next week?” We needed a structured way to improve how the business ran overall.

So, we asked ourselves:

How do we manage this in a structured way? Who can help us build the tools to achieve this?

Exploring ISO Certification

Among the ideas we discussed was ISO certification. Would it actually help us? Would the cost deliver a return on investment?

We reached out to an ISO auditor I had previously worked with to understand what certification involved. TQCSI gave us valuable guidance. Some of the key questions we discussed were:

• What are we trying to achieve — and will ISO certification help us get there?

• Which ISO certifications should we pursue, and why?

• How are we going to achieve this?

• What are the timeframes?

• How much will it cost?

After assessing all the options, we decided to invest the time and money to proceed. If ISO certification could help us align our goals and create stronger financial and operational foundations, then it was worth it.

As my mentor used to say: “Prepare to succeed, or prepare to fail.”

True to our nature, we didn’t do things by halves — we pursued Quality, Safety, and Environmental certification all at once. From start to finish, including both audits, we completed the process in about four weeks.

Why We’re Sharing This

We’re often asked whether ISO certification brings direct work to our business — whether clients choose us because we’re certified. The honest answer is no. ISO certification alone isn’t a marketing tool or an advertisement for our business.

The more important question is:

Does your business benefit from ISO certification?

For us, the answer is an emphatic yes. ISO certification has become the glue that holds everything together — but, like any tool, it only works if you use it properly.

What We Gain from ISO Certification

Our business now has a clear and documented direction at every level. This includes:

• Integrated Management System and Responsibility

• Resource Management

• Operations and Service Management Processes

• Safety Management

• Environmental Management

• Performance Evaluation, Measurement & Analysis

• Safe Work Environmental Method Statements

• Built Water Solutions’ Internal Policies and Procedures

• Safe Operating Procedures

• Standard Forms

• Job Descriptions, Duties, Responsibilities & Authorities

We believe we now deliver more structured, consistent, and high-quality services. Here’s why:

• We are safety and environmentally aware, reducing risks to clients, staff, and the business.

• We have quality-driven processes that ensure repeatable excellence in both service delivery and documentation.

• Our staff understand their responsibilities to themselves, the business, and our clients through clear policies and procedures.

• Team members know what’s expected of them and where they fit within the business.

• Staff feel valued and informed — we actively include them in the ISO process.

• Information is easy to find and access.

• We deliver services that precisely meet client requirements, aligning with both their internal and legal obligations.

This is just a small part of what our systems provide.

Ultimately, we don’t win work because we’re ISO certified — we win it because of how we deliver our services. ISO certification supports the way we engage with clients and underpins the quality, safety, and environmental standards that define our work.

Maintaining Our Certification

In August 2022, Built Water Solutions completed our triennial audit. We first became certified in August 2019, and while we remain a small team — now four strong — we continue to grow.

Our TQCSI auditor conducted a three-day audit, reviewing our records, meeting with field staff on-site, and observing our processes. Staff were asked about their roles and responsibilities, and we were ultimately re-certified for another year.

Our Thoughts on Certification

You might want to consider ISO certification if you:

• Feel your business lacks structure.

• Know you’re at risk due to missing or unclear policies and procedures.

• Need a recorded, validated roadmap for your business.

• Have staff without clear job descriptions or responsibilities.

• Don’t have fully developed safe systems protecting staff, clients, or the business.

• Deliver products or services that aren’t easily repeatable (relying solely on staff knowledge).

• Have legislative or compliance requirements that are unclear or outdated.

• Aren’t properly managing or maintaining equipment.

• Struggle with unstructured or disorganised internal documentation.

• Find your business isn’t easily adaptable to change.

If any of the above resonate, ISO certification might help.

Once you decide to move forward, our biggest piece of advice is simple:

Start embedding ISO requirements into your daily operations from day one.

Meet compliance needs as part of your normal workflow and review them regularly. Don’t wait until just before an audit to check if you’re compliant — correct issues as they arise. This approach makes the re-certification process smooth and stress-free.

For more information, visit the TQCSI website.

Final Thoughts

Built Water Solutions Pty Ltd has not been remunerated or asked by TQCSI to create this blog. These insights come solely from our experiences and honest opinions.

We hope our story helps other small businesses think about structure, growth, and continuity — and inspires you to explore what systems might best support your success.

Not every solution fits every business, but it never hurts to research, learn, and choose what’s right for you.

Good luck on your journey.

Ross Jones

Managing Director – Built Water Solutions Pty Ltd

📞 0457 777 324

📧 [email protected]

🌐 www.builtwatersolutions.com.au