Vodafone Business has achieved recertification to the international quality management system (QMS) standard, ISO 9001:2015, for its Global Service Desk, Service Incident and Major Incident Management teams following audits by global assurance provider, Lloyd's Register. Vodafone Business works with over 1,400 of the world’s largest businesses and is committed to helping its customers succeed in a digital world - providing mobile, fixed, unified communications, Internet of Things (IoT) and cloud and security services.
Representatives from Vodafone Business attended a certificate presentation on 16 July 2019 at Lloyd's Register’s historic head office in Fenchurch Street, London. Following a tour of the Grade II listed building, Abby Thomas, Head of Vodafone Business Customer Operations, was presented with the ISO 9001 certificate by Paul Butcher, Managing Director, Lloyd's Register Business Assurance and Inspection Services.
Vodafone Business sees the QMS as a key factor in maintaining a culture where everyone takes responsibility for risk management and continuous improvement, which demonstrates the focus on maintaining the customer experience. Jackie Jessamy-Fuller, Quality and Risk Compliance Manager, explained that the certification gives the frontline team a sense of pride that they are following best practice, while for the sales team, it’s an important part of conversations with customers. She comments: “This accredited certificate is a tangible approach for us to maintain a baseline of compliance and to provide assurance to our business customers. We have a well-established global network of Quality Champions who are dedicated to embedding best practice standards in the way we work every day.”
Vodafone Business has worked with Lloyd's Register to expand the scope of its management system. Dilraj Sagoo, Lead Assessor at Lloyd's Register said: “Vodafone Business demonstrates a robust service management process. It is a service-minded team and they are committed to quality at all levels of the organisation. The fact that they continue to expand the management system demonstrates the value certification adds both to the business and its customers.”
In terms of what certification means to the business, Phil Earlam, Senior Manager Global Service Desk, concludes: “We are extremely proud that we have met the international standard, ISO 9001, evidenced by our Quality Management System. Achieving recertification demonstrates the ability for Vodafone Business to consistently provide products and services that meet customer and regulatory requirements.”