Trakhees Receives ISO 10002 certificate for its Complaint Management System


03 Jan 2016

The Department of Planning and Development (Trakhees) – the organizational party/the regularity authority of the Ports, Customs & Free Zone Corporation – has been awarded the ISO 10002:2004 certification, for its efficient customer complaint management system, by Lloyd’s Register Quality Assurance (LRQA) in recognition of its successful implementation of the customer service and customer feedback management system.

This step is considered as an important step to the organization in order to achieve customers' happiness and high levels of their satisfaction regardless of volume and nature of work. Also, customer complaint management system is an essential and a necessary requirement to ensure the continuous success of the organization as a part of its commitment towards Dubai Strategic Plan 2021 which is considered as an important element of UAE's strategy related to government excellence performance, establishment of a transparent culture and enhancement of customer service to enhance Dubai's economic status.

Also, this step is in line with the organization's strategic plan set for year the 2016 which focuses on clients' happiness driven from deep understanding of their requirements and commitment of delivering exceptional and value-added services for each/every client to attract and support investment and promote sustainable development in the Emirate of Dubai by implementing the best mechanisms and solutions to achieve the best quality standards and to keep up with the continuous development inside and outside the organization within the developments taking place in the Emirate of Dubai.

The certificate was presented by LRQA Area Manager for Middle East and Africa, Mr. Basem Obaid to Mr. Arif Al Dehail, CEO of Trakhees. Although Trakhees has long been implementing these standards, however limited to individual divisions, but now with the creation of an exclusive integrated CRM the process of handling customers’ suggestions, feedback, & complaints shall be processed and applied throughout the organization. LRQA congratulated Trakhees on receiving the ISO 10002:2004 certification, and considered it as a worthy advancement to the series of certifications already issued by Lloyd’s to Trakhees; namely ISO 9001 for quality management, ISO 14001 for environmental quality management systems, and OHSAS 18001 for professional health and safety, ISO 17025 for Laboratories, ISO 27001 for Information Security. Each award moves Trakhees towards building a more robust system for protecting, developing and improving on our commitment towards ensuring our client satisfaction.

Moreover, the CEO emphasized on the organization's commitment on implementing of the Dubai Strategic Plan and UAE's Vision 2021 stems from the visionary directive of His Highness Sheikh Mohammed bin Rashid Al Maktoum which aims the UAE to be among the best countries in the world by 2021 which will mark the 50th anniversary of nation’s founding by contributing in improvement of the work and functions of the departments to the highest levels of global standards and building the region’s economic development and prosperity by focusing on happiness.

Furthermore, the organization focuses on providing better services to its customers and facilitate the processes according to the highest standards in order to increase their satisfaction and happiness where the Departments of Civil Engineering, Commercial Licensing, Environment, Health and Safety and Business Support communicates with the quality team to provide all the support for the appliance of customer satisfaction through training the employees on handling customers' complaints and resolving the same as soon as possible.

Additionally, the CEO highlighted that the developments taking place today within the organization are an integral part of the government requirements and standards to achieve excellence and leadership through the delivering best quality of services, increase customers’ happiness and provide short cuts for customers in terms of time needed to complete their transactions which all reflects on the leadership and the excellence of the organization.



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