ISO 9001 certification - putting customers first

Many businesses talk about putting customers first, but On Site Gas Systems are walking the walk by delivering the highest level of service demanded by the International Standard for Organisations.

In the face of rapid growth and demand for its portable high volume nitrogen generation systems to the coal, oil and gas industries in Queensland and NSW, the company could easily have sat on its laurels.

Instead, General Manager Rodney Rodrigues made the decision to change internal processes and systems in line with the stringent standards recognised internationally and win an ISO 9001 certification.

"The ISO 9001 is written around ensuring you are servicing customers and suppliers to a high level," he explains. "You have to demonstrate that you are following certain procedures from how you tender and quote, to after sales care and customer service."

The prestigious certification was issued to On Site Gas Systems by International Certifications Limited which is registered to audit and issue ISO 9001 certifications.

The Geneva-based body establishes procedures and processes around the development, manufacturing and supply of products and services to make them safer, efficient and focused on safeguarding customer service.

The six month process to make sure On Site Gas met all ISO requirements was a huge commitment – and will remain one going forward due to annual audits – but Rodrigues says he can already see the positive impact.

"One of my big concerns was that implementing the changes and systems might become a hindrance but it has been the complete opposite," he told IndustrySearch.

"The experience has streamlined many of our processes and given us a clear way of working. For example, it has had a positive impact on recruitment, as there are clear guidelines to make sure we recruit the right level of people from the best candidates."

And, of course, having the most qualified and engaged staff, means customer experience is enhanced even further – especially as the ISO systems makes sure standards cannot slip.

"There is a 12 month external audit, so we have to keep evidence that we are maintaining the systems," Rodrigues said.

"For example, if someone has a post-sale issue, it has to be recorded and reviewed internally by management.

"That ensures that no customer is trying to get help and is not able to do so. The auditor will want to see evidence of our records."

To Rodrigues, that means being able to deliver a guarantee of great service to all On Site Gas customers.

"There is a real benefit to customers, in that we have a clear way to deal with any request. ISO9001 is a very good system," he said.