ISO Quality Standard
ISO Accreditation.
In March 2009, gem was one of the very first companies in the UK to be accredited with ISO 9001:2008. We use this ISO standard as a framework for managing and improving the service we provide to clients. We adhere to ISO requirements by ensuring we have our quality policies and processes in place. These are regularly monitored.
The Quality Objectives are reviewed annually and are closely aligned to business goals and values. We have an internal audit team who regularly audit key processes. The results of these audits provide us with the opportunity to identify areas for improvement, which add value to the service we deliver on behalf of our clients.
In our most recent surveillance audit the external auditor remarked:
"There is very strong evidence of the requirements of the client being
considered on a continual basis in all aspects of this operation."
The implementation and maintenance of our ISO accreditation demonstrates our commitment to putting our customers’ requirements at the heart of what we do.
Since implementation of the quality standard, gem has been able to successfully implement continuous improvement projects for the client including:
- Re-design of processes and identification of best practice
- Implementation of a new business continuity plan
- Improved communication and cooperation with suppliers
- Implementation of additional business for the client
- Improving of customer and client satisfaction
- Streamlining of operations
- Reduction in waste and improved use of time and resources
- Improved internal communication and team morale
The ‘Plan, Do, Check, Act’ structure of ISO 9001:2000 ensures that the needs of the customer are being considered and met at all times.
Further projects that have been led by the Business Improvement Department have produced tangible, cost-effective results including:
- Reduction in escalations
- Reduction in average handling time
- Improvement in “first contact resolution”, hence reducing contacts.
- Improvement in Sales performance / up selling / cross selling
- Improving quality & customer satisfaction
- Knowledge sharing and management of best practice
- Website / Process / IVR improvement
- Analysis to drive improved forecasting
- Mystery shopping
- Benchmarking exercises
