The implementation of ISO 9001:2000 quality standards at Atio Corporation`s two operating divisions has significantly improved customer satisfaction, according to Quality Manager Charlene van Niekerk.
The Atio-Intelligent Business Solutions division received ISO 9001:2000 certification for its quality management processes on 11 June 2004. The Atio-Telecom Services division first received ISO 9001:1994 accreditation through the South African Bureau of Standards (SABS) in 2000, later becoming one of the first companies in SA to upgrade to the new ISO 9001:2000 standard in July 2001.
"We viewed ISO 9001:2000 certification as an opportunity to ensure we were consistently excellent in serving our customers," says Van Niekerk. "The certification establishes a higher level of assurance."
Van Niekerk says the ISO 9001:2000 certification is widely viewed as more user-friendly than earlier versions of the standard. "There`s more focus on continual improvement, customer satisfaction and the principles of quality management," she says. "ISO 9001:2000 also places more emphasis on top management involvement and quality measurement."
The benefits have been significant: "We`ve eliminated uncertainty about people`s roles and our processes," says Van Niekerk. "Implementing a balanced scorecard for each employee has helped us ensure that everyone`s objectives are consistent with the overall business plan. Our ability to monitor and analyse our processes has made them much more cost-effective."
Implementing the quality standards has also improved customer service. "We`re able to control delivery to our clients more effectively than ever before," says Van Niekerk. "We`re able to quantify precisely how well we`ve delivered on our service level agreements, so when we say we`ve delivered 100% we have the evidence to back that up."
Further improvements are on the cards: "We think it will take about 18 months to realise the full benefits of the certification in the Atio-Intelligent Business Services division," says Van Niekerk. "The standard calls for constant evaluation and improvement and that`s what we`re aiming for."
Share
ATIO Corporation is a black empowered company specialising in ICT solutions and services. ATIO`s two business divisions target clearly defined niches within the market for business communications solutions.
The ATIO-Intelligent Business Solutions (IBS) division provides integrated multimedia communication channels to give managers a holistic, real-time view of all company business interactions - including contact centres, customer relationship management, mobile and unified communications, multi-media recording and telephony. ATIO is SA`s biggest privately owned provider of contact centre solutions and services, with nearly 20 years experience in this environment.
The ATIO-Telecom Services division provides end-to-end network performance and revenue assurance testing solutions and services to the GSM industry. It is one of the global pioneers of network performance testing and its innovative solutions and services are widely used not only in SA and the rest of Africa, but also throughout the European Union and the UK.
Editorial contacts