Global telecommunications company, Vodafone, has successfully renewed its certification to ISO 9001 for all global operations, following a hybrid approach to audits delivered by global assurance provider – LRQA.
Gaining ISO 9001 certification from LRQA demonstrates that Vodafone’s Quality Management System (QMS) follows a robust and globally recognised approach, focusing on continuous improvement for processes and managing business risks to meet the needs and expectations of customers and other stakeholders.
LRQA conducted both on-site audits for Vodafone UK as well as remote audits for Vodafone’s global offices in India, Egypt and Hungary. The approach forms part of LRQA’s commitment to delivering digital quality assurance to help clients manage risk in a more efficient and sustainable way.
Vodafone holds numerous certificates for international standards through LRQA, from ISO 27001 for information security to ISO 45001 for occupational health and safety. The renewal to ISO 9001 marks the most recent update to Vodafone’s index.
The re-certification to ISO 9001 refers to the company’s provision of first- and second-line customer-facing service desks, its incident management processes, as well as its operational teams which support Vodafone fixed line, mobile and unified communications services for business and commercial customers.
Mark Fey, Auditor Manager for LRQA, said:
“Certification from LRQA helps Vodafone deliver excellent experience for business customers, and it’s a pleasure to be able to support that initiative. The Vodafone team demonstrated robust management processes, clearly embedding quality at all levels of the organisation. International standards are there to assure our clients and their clients of that very fact, and it’s been wonderful to see the team support and engage with the process.”
Marwa Gamal, Quality Assurance Manager at Vodafone, said:
“Vodafone is proud to work with some of the world’s largest businesses, helping them to succeed in a digital world. That’s why we decided to work with our quality assurance partners in LRQA, to ensure our customers feel confident they are receiving the best experience possible. We’re thrilled to renew our certification to ISO 9001 and clearly demonstrate that our daily operations meet international quality standards.
Ellie Sugrue, Head of B_VOIS Transformation, said:
“I am so proud of our global team, for once again demonstrating their commitment to delivering a quality service for our customers. Even through a global pandemic and the shift to home working, we have innovated our quality approach, improved our processes and enhanced the service with more digital capabilities. I’m delighted that LRQA have recognised us for this with our ISO QMS 9001:2015 certification and I would like to dedicate our latest certification to our dear colleague, Ganesh Vaidyanathan, who led our Service teams and sadly passed away suddenly in June.”
Amr ElKharbotly, VOIS Group Service Delivery Sr. Manager, said:
“This is an important step for the business and is an endorsement of everything we do and how we do it as a global customer support team. ISO QMS 9001:2015 is a highly recognisable quality management standard, which will help us improve our efficiencies and stand out from our business competitors, and the credibility and reassurance that it brings will help support the growth of the company.”
The two companies plan to continue working together to ensure consistency and quality across Vodafone’s management systems, re-enforced by certification through LRQA.