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Mobily is Implementing the International Standard for Quality Management, Customer Satisfaction and Complaint Handling through
Upgrading its Systems to Conform with ISO Requirements
Mobily is Implementing the International Standard for Quality Management, Customer Satisfaction and Complaint Handling through
Riyadh, 1 of July, 2019
Mobily became the first telecom operator in the Kingdom to get certified to ISO 9001: 2015 for the quality management system and ISO 10002: 2018 for the complaint handling management system and customers' satisfaction, by the British Standards Institution (BSI) - the world’s leading standard making and certification body.
The Quality Management System - ISO 9001 is the international recognized standard for quality management, which mainly ensures meeting customers' demands and expectations, high-level competition in business sector, capacity to effectively cater for customers' needs, saving time, costs and resources, and to ensure operational performance with minimum errors.
Eng. Ismail Alghamdi, Chief Customer Care Officer, said: "Mobily's certification confirms its leading position in the market, the top-level customer services, and the fulfillment of international quality requirements with commitment and distinction, through the implementation of international standards for Quality Management and Complaint Handling".
The Customer Satisfaction - ISO 10002 is the guidelines for the process of complaints handling in a more effective and professional way, to ensure the customers' satisfaction of the service level. Moreover, it helps to identify and handle the complaints and gradually eliminate them; along with recognizing areas that need improvement and eventually remove the cause of complaints.
Eng. Alghamdi added that the two certificates demonstrate Mobily's commitment towards technical development and enhanced service level, noting that the company has already been certified for ISO/IEC 20000 for the provision of international standards in quality application within information technology and service management. In addition, Mobily is also certified for ISO 27001 for Information Security Management System and ISO 22301 for Business Continuity Management System.