Case Study: ISO 9001 Implementation for a Leading Online Travel Platform in Bangalore

PopularCert’s consultants conducted a department-wise Gap Analysis, covering:

• Human Resources
• Administration
• Sales & Business Development
• IT Department
• Management Representative (MR)

Key gaps and improvement areas were identified as follows:

Human Resources

• Background checks and NDAs were in practice, but documentation needed standardization
• Training records, asset issuance logs, and performance analytics were in place, but templates were recommended for consistency
• Appraisal and exit management processes were well-practiced but required policy alignment

Administration

• Fire safety measures, CCTV monitoring, and first aid systems were functioning
• Emergency layouts and signage were present, but safety drills lacked documentation
• Maintenance responsibilities were handled externally, with governance via Admin Manager
• Emergency contact displays needed consistent formatting

Sales & BD

• Access controls were implemented through CRM with proper restrictions
• Vendor (bus operator) onboarding and performance reviews were structured
• Customer feedback was captured electronically, but a formal SOP was recommended

IT Infrastructure

• Firewall, antivirus, and session time-outs were in place
• IT ticketing, asset tracking, and access control systems were digitalized
• Password policy required formal documentation
• Server room temperature monitoring practices were to be documented

Management Representative

• Appointment letters, audit calendars, and meeting procedures were missing or informal
• Quality policy and internal audit procedures needed formal circulation and ownership
• A unified internal audit checklist and management review documentation were introduced