During this stage we analyzed all the documentation and regulation that applies to the process and services to be improved.

We also performed a series of interviews with the different stakeholders such as doctors, lab technicians, health educators just to name a few.  

We elaborated the quality policy statement, objectives, and processes to be documented. 

We held multiple meetings where we defined the improved or new procedures and formats to be used. 

To get all the organization on board, we trained over 100 employees in quality assurance practices. This helped us to reduce the fear of change and create a new organizational culture that would support the changes and make them last longer.    

We validated and approved all the documentation created, and provided access to the employees so that they could put in practice the new procedures. 

We communicated the changes made and set constant reminders and activities that would help the employees stay on track. 

We provided support on demand through either individual or group guidance. 

We held weekly meetings to follow up the progress of the implementation and discuss any issues or concerns that needed to be address.

We defined at least one KPI for each process, then measured and communicated the results to the employees involved. 

After implementing all the new procedures and measuring all the KPIs, the team performed an Internal Audit that allowed the organization to identify any issues that needed to be solved before the External Audit. 

Once the organization was ready, ICONTEC International was hired to perform the audit and issue the ISO 9001:2005 Quality Certification. 

With the results obtained from the Internal and External Audits, we did a collaborative root cause analysis and elaborated action plans to correct and improve the issues found.

We continued to hold Quality Committee meetings to keep track of the progress and to identify more opportunities for improvements and start the cycle again.