DMI Ten Klei
Specialist in Direct Mail
DMi Ten Klei specializes in direct mail and develops and produces direct mail
concepts and marketing campaigns, while also offering omnichannel communication solutions.
DMi Ten Klei is a family-owned business with a dedicated team of specialists who guarantee
personal contact and ensure that agreed-upon deadlines are met.
A deal is a deal. To this end, we work closely with marketers from
clients and advertising agencies, as well as with mailing service providers such as PostNL.
Remco Glashouwer
Author
What was the challenge?
DMI Ten Klei is a relatively small company where experienced employees are able to perform their duties effectively
. However, in addition to high-quality products
and services, the market also demands additional proof, such as certification for information security,
quality, and sustainability. The work involved in this has been carried out for a
number of years by management and administration, causing other tasks to
be neglected. Restructuring these “staff” tasks was necessary to both continue the
strategic development of the company and ensure a
smooth process flow, without compromising the maintenance of the various
certifications.
What was the approach?
The Service Center has been in contact with Gert-Jan ten Klei for several years to offer potential support
and to work together to find a solid solution
that aligns with the company’s growth and the workload in various
departments. Consulting and coordinating to develop a model in which we can optimally support each other
led in 2025 to the initiation and transfer
of various tasks related to ongoing certification (ISO 9001, ISO 14001, ISO 27001, and
Arbo RI&E).
Initially, the Service Center joined the process, and internal audits were conducted at a relatively
early stage. The internal audits provide a
perfect picture of the status of the certified areas and insight for the
Service Center into the necessary areas for improvement.
Based on the internal audits, the existing ISO System was adopted, and
tasks were distributed more broadly within the company to gain broader support and reduce
dependence on 1 or 2 employees who bore (almost) full responsibility
. The Service Center now functions as a coordinator and initiates actions,
while guiding employees in taking on these actions and providing information.
During periodic lunch meetings with the entire team, changes
and experiences are shared to further adjust the process and ensure that the certified themes
become an integral part of daily operations.
What are the results?
Reducing the workload for employees who felt fully responsible
for maintaining and renewing the ISO certifications. Mitigating
the risk that knowledge and continuity would be lost in the event of a personnel change.
Scheduled tasks were gradually being tackled later and later and carried out by other
priorities within the company. All tasks have now been reassessed, and
they are being monitored and carried out on time by the Service Center. The first
combined ISO 9001 and ISO 14001 audit, conducted under the guidance of the
Service Center, resulted in only one non-conformity, which was also immediately resolved
. A clean slate to move forward. For ISO 27001, only five non-conformities were identified, all of which were resolved within the specified timeframe, restoring stability and peace of mind regarding the continuation of ISO 27001.
Director Gert-Jan ten Klei:
“We wanted to reduce the risk of disruption associated with centralized knowledge and
create space for us to practice our profession. Although our team is relatively small
and operational, we always strive to have a safety net in place in case someone is unavailable.
In terms of (ISO) certifications, and specifically ISO 27001 due to privacy
legislation, we did not have them. That made the choice for the Service Center a
logical step. They ensure that someone is always available. It is always difficult in advance
to outsource knowledge and expertise and to determine the ROI of doing so
. It has now been a year and a half, and we have taken the right step. The
consultants are professional, possess the knowledge and experience to use their time efficiently
, look beyond mere execution, and have gradually
become familiar faces within our organization without losing their authority
. They add significant value and contribute ideas to help us
improve a little more each time.”
Conclusion:
DMi has greater peace of mind regarding the maintenance of various certifications required by
customers. In addition, the consultants at the Service Center also serve as a sounding board for management regarding company developments (
) and market trends (
), such as complex legislation on energy,
sustainability, and cybersecurity. The presence of Service Center
staff also gives the DMi Ten Klei team the opportunity to speak with an independent
person about issues they would like to see changed or improved
.
Customers and government agencies, among others, are placing increasingly complex demands on
companies, with no distinction made between small, medium-sized, and
large businesses. Everyone in the supply chain is involved, and in addition to the regular
workload of selling, preparing, and producing orders, time and
attention must also be devoted to legal developments and, in many cases,
obtaining recognized certifications.
We observe that many companies want to handle this themselves, which often comes at the expense of internal tasks, customer contact, and orders. Know what you’re good at, what in-house capabilities you have, and what capabilities you’re better off outsourcing. This could involve temporary hiring for a project or
permanent hiring to ensure continuity. “Stick to what you know best” and ask experts to handle the tasks you’re less skilled at.
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