ADPC’s Khalifa Industrial Zone Abu Dhabi (Kizad) has successfully earned its ISO 10002:2004 certification for the third consecutive year, proving excellence in quality management, customer satisfaction and guidelines for handling complaints is pivotal for the Taweelah based organization.

The recertification audit was carried out by Lloyds Register of Quality Assurance (LRQA) who, once more, rated Kizad’s customer complaints handling system as being highly mature, showing innovative infrastructures that even exceed the requirements of ISO 10002:2004 international standards.

A major part of Kizad’s outstanding customer complaints handling system is its easy-to-use online platform, providing comprehensive information and assistance to investors and stakeholders. Taking it a step further, Kizad successfully developed the “Voice It” initiative, actively addressing all stakeholders including customers while encouraging them to share their valuable feedback.

In line with the initiative, the “Voice It” form, which can be accessed directly via Kizad’s website, invites stakeholders to engage in the operational process, offering the opportunity to communicate appreciation, complaints, concerns and suggestions.

Once the online form has been submitted, it will be assessed through the Enterprise Resource Planning (ERP) software, an automated way of handling customer feedback. In case of complaints or concerns, an instant root cause analysis will take place, guaranteeing quick responses and immediate corrective actions. 

Senior management at Kizad have insisted on being part of the feedback process and are privy to all submittals received. Besides strengthening a culture of transparency, the management’s early involvement enhances the customer service experience, not only leading to more visibility but also traceability and efficiency.

“Since 2010, this is the third consecutive year that Kizad earns the prestigious ISO 10002:2004 certification, reaffirming our best practice policy”, says Mathew Koshy, Business Process & Quality Assurance Manager at Kizad. “As a result of our state-of-the-art computerized and standardized procedures, we are able to instantly respond to feedback, offering the same level of high quality service to all our customers.”
 

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