What they were facing
ETS Laboratory ran sample tracking, test management and reporting on paper registers and spreadsheets. As the lab prepared for NABL accreditation, those records could not give assessors the documentation, traceability and audit trail that ISO/IEC 17025 asks for. Samples went missing, processing was delayed, and copying results by hand caused errors in reports. Management could not see the lab's workload or turnaround as it happened.