Khalifa Industrial Zone Abu Dhabi (Kizad) has secured the ISO 10002:2004 certification for the third consecutive year, proving excellence in quality management, customer satisfaction and guidelines for handling complaints.
Kizad is a 418 sq km industrial zone strategically located between Abu Dhabi and Dubai. Abu Dhabi Ports Company (ADPC), the master developer and regulator of ports and industrial zones, described Kizad as a "cornerstone of the Abu Dhabi Economic Vision 2030."
The recertification audit was carried out by Lloyds Register of Quality Assurance (LRQA) which once more, rated Kizad’s customer complaints-handling system as being highly mature, showing innovative infrastructure that exceeds the requirements of ISO 10002:2004 international standards, said ADPC.
A major part of Kizad’s outstanding customer complaints-handling system is its easy-to-use online platform that provides comprehensive information and assistance to investors and stakeholders.
Taking it a step further, Kizad successfully developed the "Voice It" initiative, actively addressing all stakeholders including customers while encouraging them to share their valuable feedback.
In line with the initiative, the "Voice It" form, which can be accessed directly via Kizad’s website, invites stakeholders to engage in the operational process, offering the opportunity to communicate appreciation, complaints, concerns and suggestions.
Once the online form has been submitted, it will be assessed through the Enterprise Resource Planning (ERP) software, an automated way of handling customer feedback. In case of complaints or concerns, an instant root cause analysis will take place, guaranteeing quick responses and immediate corrective actions.
Kizad’s senior management has insisted on being part of the feedback process and is privy to all submittals received. Besides strengthening a culture of transparency, the management’s early involvement enhances the customer service experience, not only leading to more visibility but also traceability and efficiency.
"Since 2010, this is the third consecutive year that Kizad earns the prestigious ISO 10002:2004 certification, reaffirming our best practice policy," says Mathew Koshy, the business process and quality assurance manager at Kizad.
"As a result of our state-of-the-art computerised and standardised procedures, we are able to instantly respond to feedback, offering the same level of high-quality service to all our customers," he added.
