Hong Leong Bank (HLB) today announced that it has achieved ISO 9001:2000 certification for its 35 branches in Kuala Lumpur. The certification calls forthe implementation and maintenance of a Quality Management System, which promotes consistent customer service delivery and continual improvement in branchcounter services.
ISO 9001:2000 focuses on quality management by examining what an organization does to ensure its products and services meet its customers' needs. Thecertification audit was conducted by SIRIM QAS Berhad and is accredited by the Malaysian National Accreditation Body, United Kingdom Accreditation Serviceand International Certification Network .The certification is valid for three years.
“The certification is a testimony of our commitment towards achieving total customer satisfaction. As our customers' needs, wants and lifestyles change, somust the way we deliver our products and services,” stressed En. Zulkiflee Hashim, Executive Director of Hong Leong Bank. “The branches are key customertouch points and the experience resulting from dealing with our branches should always be easy, convenient, hassle free and safe. This ISO Certificationproves that we are on the right track and we will keep to that right track.”
The rigorous and comprehensive assessment process of achieving the ISO 9001:2000 certification is designed to ensure the quality and credibility of thecertification. Applicants need to undergo a first audit to determine whether it is even fit for consideration. Once the first audit is passed, anotherseries of audits take place to ensure that processes and systems put in place will give the desired result. Once awarded the certification, there areregular checks and balances instituted to ensure that the systems and processes keep up with the changes in the business and the ever evolving demands ofcustomers. The result is consistent front line customer service.
To date, all 35 HLB branches in KL are ISO 9001:2000 compliant. The bank aims to achieve full certification for all 186 branches nationwide by the year2010.
HLB initiated the process of ISO 9001:2000 certification in January, 2007 with an organizational-wide commitment to develop a higher level branch counterservice standards. The process requires HLB to view its current management system, operating standards, resource management, management responsibility aswell as documentation to meet the requirements of the certification.
“This recognition by an international body goes toward further strengthening our position in the markets we already serve,” concluded En. Zulkiflee.
Further proof of HLB's unrelenting pursuit of excellent customer services, HLB has utilized MyKad Readers at all branches nationwide. The use of MyKadReaders results in a more efficient and shorter process of opening an account at HLB. Customers need only to insert their MyKad into the MyKad Reader andrelevant information will be extracted automatically. Customers are saved the tedious process of filling out forms and processing and delivery time isvastly shortened.
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Press Release - 08/05/2008