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How ISO 9001 Helps UNITED WATERWAYS AG Grow
Highlights of this success story
The reason
Behind every successful cruise or event on the water, there’s an organization ensuring everything runs smoothly. UNITED WATERWAYS AG is one of those behind-the-scenes players. From ship management and crew operations to guest experience, logistics, and technical support: they make sure vessels can operate seamlessly and guests enjoy unforgettable experiences, even if their name isn’t always visible.
“It was all in people’s heads.”
Sound familiar? That was the case at UNITED WATERWAYS AG. Everyone worked hard, but processes weren’t consistently documented. The result: undocumented workflows that could become a risk as the organization continued to grow. Management decided it was time to pursue ISO 9001 certification.
The goal was clear: move away from an ad hoc way of working and take steps toward becoming an organization that can consistently demonstrate quality. But to be honest, the starting point felt daunting. “We really started from scratch with ISO,” says Martine Ballinger, Quality Manager. “No experience, no clear idea where to begin.”
“Are we becoming a bureaucratic organization?”
This concern wasn’t limited to management. On the work floor, there was also resistance, fear of becoming a slow, bureaucratic organization. “Introducing new processes and letting go of old habits is always challenging,” Martine reflects. “You really have to bring people along and explain why you’re doing this.”
Fortunately, that concern faded when Fendix came on board. During sessions with consultant Jelle, things started to click. Martine explains: “I thought it would be much more complicated. But you’re simply documenting what you already do every day. That makes your work tangible and allows you to improve it.”
So there are no impossible requirements, just structure that works for you.
Getting started with ISO 9001?
Our approach
Turning theory into practice
To make this transition, UNITED WATERWAYS AG enlisted the help of Fendix. No bulky manuals that gather dust in a drawer, but a pragmatic approach focused on daily operations. Consultant Jelle played a key role in this process, providing the methodology to structure processes, from initial interviews to setting up the management system.
This approach worked. The team quickly realized that ISO is not just a checklist of requirements, but a matter of applying logical thinking to your own work. Fendix also took much of the heavy lifting off their shoulders, such as drafting policies and control plans. “Without that support, it would have been a difficult task for us,” Martine admits.
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Next-Gen Consultant speaking
The results
The result: less vulnerability, higher quality
During the external audit, the auditor didn’t need to focus on minor details, the foundation was solid and aligned with what was documented. The conversation quickly shifted to strategy. And the best part? Zero non-conformities. Passed on the first attempt.
Now that the certification has been achieved, UNITED WATERWAYS AG notices that the organization has become far less vulnerable. Where critical knowledge used to reside with individuals, it is now accessible to everyone. “In the past, maintaining operational continuity during periods of absence could occasionally be challenging, particularly when knowledge and responsibilities were concentrated within specific roles,” Martine explains. “ISO has helped strengthen process documentation and consistency. New colleagues can familiarize themselves with their roles more quickly using the handbook, and team members have greater visibility into each other’s responsibilities and processes.”
This not only ensures business continuity but also provides peace of mind.
The next step
The foundation is in place, but the ambitions of the parent group, UNITED WATERWAYS AG, go further. Now that the processes for the first entity are established, the goal is to include other business units within the group under the same certification. In addition, in today’s digital world, information security (ISO 27001) is high on the agenda.
“Don’t see ISO as an obligation for the auditor, but as a gift to yourself. It takes some effort, but you gain freedom in return. Just get started, but don’t do it alone.”
Involved consultants
Kilian Houthuijzen
Commercial Manager
Kilian
Houthuijzen
Commercial Manager & Partner
