ISO 9001 Quality Management Case Study The Mileage Company Independent endorsement of best practice puts global rewards company in strongest position to continuously provide Airmiles UK members outstanding customer service Customer needs Customer benefits “We’re very proud that, by achieving ISO 9001certification with BSI, we’ve • Demonstration of continual • Independent endorsement of best confirmed our commitment to our improvement in customer service for practice, helping differentiate the staff, members and travel partners Airmiles members, staff and travel and organisation within its marketplace and confirmed we give Airmiles collection partners • Enhanced brand reputation and scheme members outstanding • Streamlined document control and strengthened ‘green’ credentials customer service.” simplified business processes • Improved education across teams Emma Wood • Framework for effectively managing in the Airmiles’ UK Customer Customer Service Divisional the business and consistently meeting Contact Centre Manager and Project Manager customer requirements raising standards worldwide™ ISO 9001 Quality Management Systems Customer background we used ‘Airmiles’ language and purposely to simplify areas of the business creating The Mileage Company is a global leader in did not distribute the standard itself widely increased efficiency. Our new system has travel rewards operating the UK Airmiles as we felt there was a lot of jargon which also strengthened our environmental travel rewards programme and BA Miles, would potentially put people off. credentials as we have moved many of the rewards currency collected by members our processes from paper to electronic. “We initiated project teams and appointed a of the British Airways Executive Club. “As a team, we can clearly see the benefits champion for each of the Customer Contact Airmiles is one of the UK’s most popular from the ISO 9001 project. There is greater Centre areas. When we were ready to travel reward programmes. Over two million clarity about who does what and how, launch, we successfully communicated our members in the UK collect and use Airmiles which has led to evident improvements in objectives and desired outcomes using our for outstanding value travel rewards. customer satisfaction. Our management staff intranet system, e-mail, team meetings These include free flights that include all team appears to have a ‘much better and buzz sessions. airline taxes, fees and surcharges, Eurostar handle’ on our business and employee journeys, tour operator holidays, cruises, “Two of our auditors attended BSI’s morale is up due to improved processes, hotel accommodation, ferries, car hire and Internal Auditor: ISO 9001:2008 Quality reduced re-work and frustration.” UK days out like LegoLand, Alton Towers Management Training course. Our and Chessington World of Adventures. internal training team then managed and Why BSI? The Mileage Company set out to gain implemented the training for members of The management system has provided certification to ISO 9001 for their Airmiles the sales and service departments. Every a trusted platform to achieve a number scheme Customer Contact Centre. staff member in the Customer Contact of other company objectives including Centre is taking part in training which is customer and partner communications. Customer needs continuously documented. The system has The best practice framework provided by “The Mileage Company has been been well received and ISO 9001 is now ISO 9001 means that customer focus and successfully creating and running travel part of the Customer Contact Centre team continual improvements are now truly reward programmes for 22 years,” says members’ working day.” embedded within the culture of Emma Wood, Customer Service Divisional the organisation. Benefits Manager and Project Manager. “Although For information about The Mileage Company “The Mileage Company has experienced we excel at what we do, we quickly visit www.themileagecompany.com and tangible benefits from adopting ISO 9001,” recognised that the implementation of a for all the ways to collect and use Airmiles states Emma Wood. “Within Airmiles’ quality management system would boost visit www.airmiles.co.uk. Customer Contact Centre we now refer our brand reputation and send a clear to the three C’s from a benefits and message to our stakeholders and customers success perspective, which are: customer that we are a company committed to high satisfaction, consistent delivery and standards and continual improvement.” continuous improvement. Implementation “Streamlined document control and “Our overall objective was to integrate simplified processes allow staff to service our the management system into what we did customers more quickly and unnecessary already,” continues Emma Wood. “The key paperwork has been reduced. We have seen to success for us was to ensure that any new a shift in culture in terms of sharing and ways of working felt like business as usual, learning different departmental challenges rather than a bolt on. We made sure that and experiences, whilst working together BSI/UK/348/0810/E/LB BSI Beech House, Breckland, Linford Wood, ISO 9001 is the world’s most established quality framework. ISO 9001 is helping Milton Keynes, MK14 6ES, United Kingdom all kinds of organisations to succeed through improved customer satisfaction T: +44 (0)845 080 9000 and staff motivation. F: +44 (0)1908 228 180 E: email@example.com Find out more at www.bsigroup.co.uk/improve www.bsigroup.co.uk/entropy The BSI certification mark can be used on your stationery, literature and vehicles when you have successfully achieved certification.
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