ISO certification is only the start of improved service levels - Hellmann

IT HAS BECOME apparent in our industry that being certified to ISO 9002 does not automatically mean that the company in question has improved its service to its clients, says Hilton Shinn, Hellmann's ISO quality manager.
ISO certification means that the company has a documented management system, which conforms to the critera laid down by ISO, he says.
Benefits to the client will only take place if a newly certified company actively canvasses client (and staff) opinions and needs on an ongoing basis, and then commits to improving their service.
This has resulted in Hellmann's operational levels of service continually being measured by means of client questionnaires. These perceptions by the client, whether good or bad, are discussed at department quality meetings and actioned to improve our service.
ISO 9002 has also made Hellmann realise that a quality management system has to be international in order to operate effectively, he says, pointing to the fact that many client complaints are the result of overseas offices' non conformances.
That is why Hellmann has insisted that all our worldwide network of offices and group of partners obtain ISO certification.
Already certified in their operation are the USA, Canada, Germany, Australia, New Zealand, Namibia, Hong Kong and South Africa.