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Grab: An industry first for ride-hailing company

Early certification to ISO 9001:2015 demonstrates quality leadership.

Transport & logistics

Client challenge

Grab makes transport freedom a reality for 620 million people in Southeast Asia. Our client’s core offering is commuting solutions for driver-partners and passengers. Emphasis is on convenience, safety and reliability, using proprietary mobile payments platform, GrabPay.

Grab wanted to be the first in the global ride-hailing industry to achieve certification to ISO 9001:2015. This would bolster the company’s reputation for strong internal governance and quality management standards. It would also support a key commercial ambition: demonstrating best-in-class standards for a nascent industry, with operational processes more stringent than traditional taxi and public transport operators. Following a procurement process, Grab selected us to help. We were chosen for our leading accreditation expertise and regional coverage across all six countries in which Grab operated: Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam.

How we helped

With our support and unique assessment methodology, Grab underwent a rigorous assessment process.

  • We helped Grab demonstrate it satisfied a demanding list of requirements set by the International Organization for Standardization (ISO).

  • Our sector-specific, technical expertise and client-first approach ensured that Grab’s Quality Management System (QMS) focused on key areas related to its business objectives and environment.

  • Robust insight and assessment into Grab’s systems enabled a smooth ISO 9001:2015 certification process across the company’s six markets.

With the achievement of ISO 9001:2015, Grab continues to commit to quality excellence through continual improvement. As our client expands further, the company is able to increase the assessment scope, covering new business lines, processes and markets.

Client comment

“I’m proud that Grab is setting the best practice processes, while new guidelines are being established for the relatively new ride-hailing industry. The ISO 9001:2015 certification affirms that Grab is the most trusted transport partner for government, business and consumers."

Anthony Tan

Group CEO and co-founder, Grab

Powerful results

ISO 9001:2015 certification validates Grab’s QMS and its commitment to maintaining high service quality to all its stakeholders. Some of the key benefits include:

  • ensuring quality of drivers, building on Grab’s existing, rigorous processes

  • maintaining high service standards across all operations, including taxis, cars, bikes and delivery services

  • greater operational transparency and improved tracking on a shared portal

  • increasing avenues for client feedback

  • stronger privacy protocols for both passengers and driver-partners.


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