Case Study: Scottish Water achieves continual improvement with BSI ISO 9001 certification

ISO 9001 Improves Focus on Continual Improvement for Scottish Water

Scottish Water, one of Scotland’s largest businesses, wanted to strengthen customer focus, drive continual improvement, improve internal stakeholder satisfaction, and standardize processes across its Asset Management division. To support these goals, the organization worked with BSI and adopted ISO 9001 quality management certification as a framework for better process control and best-practice asset management.

BSI helped Scottish Water implement ISO 9001 in manageable stages across geographically dispersed teams, documenting and assessing individual processes while encouraging staff ownership of existing documentation. The result was improved collaboration, clearer responsibilities, streamlined working practices, and a stronger continuous-improvement culture, with better business performance and reputation; the certification also laid the groundwork for the company’s future PAS 55 journey.

Scottish Water

Geoff Aitkenhead

Asset Management Director