Garlands Call Centres announced that it has achieved ISO 9001:2000 certification.
‘Gaining ISO 9001:2000 certification isn’t just a nice to have, it’s vital to our future success,’ commented Chey Garland, Chief Executive. ‘It will enable us to expand our business in important sectors such as financial services and Government, where organisations frequently require proof that their business partners can adhere to tough quality standards. It will open up significant new business opportunities.’
The project to achieve ISO 9001:2000 was started back in June 2004 and has involved an exacting process. The company has prepared a formal corporate quality policy, analysed and documented processes in all of its departments, appointed and trained project champions as quality auditors, and developed a branded new quality system which it calls Everest.
After an initial assessment by the British Standards Institute (BSI) in December 2004, an internal audit programme started, and the huge task of training Garlands’ employees began. In February 2005, the company’s Hartlepool and Middlesbrough offices were officially audited – with the auditors recommending Garlands for registration.
A particular strength identified by the auditors was the positive commitment by Garlands’ people at all levels to the quality process. All CSRs and Team Leaders interviewed were extremely professional and demonstrated excellent customer service skills. In fact, the auditors were so impressed by Garlands’ employees that it was noted in the report that ‘They were all a credit to the company’. The Garlands’ working environment was also highlighted as extremely professional and creative, with the auditors saying that they were impressed that communication is encouraged on a two way basis through the company intranet, Care Club, Radio GaGa, Focus Groups and Weekly and Monthly Review meetings.
The auditors are due to return in six months, and then every six months for the next three years to ensure Garlands continues to maintain its high quality standards. To ensure Garlands are keeping their commitment to quality, internal auditors will complete at least one monthly check in every area.
Em Foco – Empresa