“I am particularly proud of this valuable certificate,” says Katia Battheu, Director Enterprise Operations at Proximus. “It’s proof that Customer Experience is part of the Proximus DNA.” Katia advocates the updated standard. “First of all, it brings a greater Leadership Engagement. So the management is far closer to the quality systems and control of these systems. In addition, there is more focus on knowledge management, which helps staff pass on the right knowledge. Finally, the new standard focuses on risk management. It zooms in more on what could potentially go wrong with processes. Something that is necessary these days.”
“Only 30% of companies throughout the world have already achieved the new standard. Proximus is one of them,” says Sebastiaan ter Horst, Director Benelux & UK at Bureau Veritas. “Our audit team was particularly impressed. The involvement throughout the whole organization, from management to staff, is enormous. And if certain things aren’t going well, they actively implement the right solutions fast.”
ISO 9001 is a quality management system that places the customer centre stage. It describes the management techniques that it is best to use to run an organization and be of service to customers.
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