In current business environment, choosing a quality management system to apply is a strategic decision that will show the manager’s deep insight on business governance, and most of all, it is the confirmation of the business with customers and related parties as well as with the entire society. ISO 9001:2008 is a standard for management systems, with the ultimate principle is “customer satisfaction”.
To have a quality management system under ISO 9001 standard, a business must have some basic elements:
1. The commitment of the leadership and the entire company to customers about quality;
2. The enthusiastic and positive participation of entire officials and employees;
3. The planning and access to all the work by the processing thought.
It can’t be denied that Minh Phuc Company (MP Telecom) – doing business in the field of customer care – have chosen ISO 9001:2008 standard as the basis for building a quality management system is completely reasonable. That also demonstrates the the flexible vision and proactive approach of MP Telecom leaders. Indeed, Contact Center is quite new in Vietnam and has been developed for recent five years, especially in the competition of mobile network providers on quality. In that context, MP Telecom emerged as a leading company in Vietnam in this area was not an accident. That resulted from many factors in which one important factor is that MP Telecom had developed and successfully applied the quality management system in accordance with ISO 9001:2008, and became the first enterprise in Contact Center area certified with ISO 9001: 2008 standard of Quacert and DAS for quality management system.
The success of MP Telecom in the development and application of ISO 9001:2008 is primarily from the commitment of company leaders to customers on service guarantees and continuous improvement. ISO 9001 is essentially a customer oriented system, if the MP Telecom’s board of directors is not aware of this, the choice of ISO 9001 will be only a formality, the leaders themselves will also be conflicted between the binding provisions of the standard and management practices of individuals. Besides the issue of perception, we also have to mention the cost of resources to implement the commitment and quality improvement. To have a good management system, having to devote resources (financial, manpower, time) for the construction of the system is inevitable. If the company leaders recognize the value of the system, they can overcome scruples about revenue impact. MP Telecom leaders have to put quality before revenue and profit to get a quality platform, and that platform will conquer every customer and be the basis for increased sales.
Besides, with the principle of “people’s participation“, all MP Telecom officers and employees had take their best effort and consensus in the process of construction and application of ISO 9001:2008 management system. As we know, with large companies, successfully building a quality management system is a milestone; many large firms (both public and private) can not build a successful ISO 9001 system. The main reason is they did not create an appealing movement to attract all the parts and related individuals involved in the system. Back to MP Telecom, with a full-scale operation on the 3 regions of the country and more than 2,000 officials and employees, the construction of ISO 9001:2008 system certificated by DAS and Quacert can be called a success. It is thanks to the efforts of our entire workforce with professional disciplines, the commitment towards the common goal of the whole system. And more importantly, it is a specific culture expressed in all activities, the spirit of respect and teamwork is not something that any business can have.
The professional workflows is one of MP Telecom’s advantages when building ISO 9001:2008 system, a solid platform for quality from the beginning. We do not wait until having ISO before standardizing the process. Right from the first projects deployed for VinaPhone, VMS and Viettel, MP Telecom leaders and management team were deeply aware of work planning. The work is approached in a cycle of P – D – C – A (plan – do – check – action), so there wasn’t so much confusion when we began to apply ISO 9001:2008 standard. Accessing and building the process had been implemented quickly and synchronously.
An additional element to the success of MP Telecom’s ISO 9001:2008 is the standardized infrastructure system. Contact Center is a complex field, especially during the inspection, monitoring, evaluation and performance measurement work. It’s true that MP Telecom would not builting an ISO 9001:2008 system successfully without the international standardized infrastructure. The investment in servers and 3-region-connections is a strategic move, creating a high consistency in the management system.
Through every development step, quality management system of ISO 9001:2008 has been considered as an management asset alongside the management and administration of MP Telecom, and it’s increasingly bring new values to the company management.