EMAAR MGF Land Ltd, one of India’s premier real estate developers, has been awarded the coveted ISO 9001:2008 and ISO 10002:2004 certification for its Customer Service function. Emaar MGF Land Limited has exciting landmark projects under development in the National Capital Region, including Gurgaon and Delhi, and in Mohali, Indore, Jaipur, Lucknow, Chennai, Hyderabad, Kolkatta etc.
While the ISO 9001:2008 certification specifies quality management system within the organisation, the ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization.
Emaar MGF has demonstrated its ability to consistently provide products that meet or exceed customer expectations and adhere to applicable statutory and regulatory requirements.
The company was honoured for enhanced customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.
Speaking on the occasion, Mr. Ajay Nambiar, Chief Service Officer at Emaar MGF Land Ltd said,
“This is a very proud moment for EMAAR MGF. Emaar MGF is known for its quality standards, best in class processes and its steadfast commitment to achieving customer satisfaction. This certification recognizes the efforts and hard work in that direction.
Emaar MGF has always been synonymous with providing best in class services and installing and using products that are energy efficient, environment friendly, and above all, offer best value for money for its customers. Our products are customized to meet and exceed customer expectations. This honor inspires our employees and our various associates to work even harder and provide the best to our customers. Also, ISO 10002:2004 improves internal operations, helps retain customers, and enhances the company’s standing in a highly cluttered and crowded marketplace”.
ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. ISO 10002:2004 addresses the following aspects of complaint handling:
Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and service;
Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
Recognizing and addressing the needs and expectations of complainants;
Providing complainants with an open, effective and easy-to-use complaints process;
Analysing and evaluating complaints in order to improve the product and customer service quality;
Auditing of the complaints-handling process;
Reviewing the effectiveness and efficiency of the complaints-handling process;
ISO (International Organization for Standardization) is the world's largest developer and publisher of International Standards.
