Deem
BUS 4583 – ISO Standards and Excellence
24/7 Airport Transfer was created through a desire to provide a quality service beyond what the existing private taxi hire market was offering. In a short few years, the company has grown to become a real success story, managing 50 drivers covering the Greater London area.
The company’s commitment to service began with accreditation to the Investors in People standard, where they met the Bronze level for meeting 26 additional criteria. Moreover, they achieved a 5 Star Rating for excellent service from their trade body. However, in 2014, the company went a step further in achieving certification to the internationally recognised ISO 9001 and ISO 14001 standards. Below, we find out how they accomplished this feat.
The challenge
Having worked for a similar company previously, 24/7 Airport Transfer’s Ionel Tanasa was determined to do things differently, with quality being at the core. He explained their ethos, saying;
“I wanted us to be able to set a new benchmark for how customers and drivers were treated. With our people being key in the delivery of a great service, we implemented Investors in People to demonstrate our people management was up to scratch. The next stage was to find a framework to help with service delivery and customer satisfaction.”
Lonel, being well aware of the link between professional customer service and sustained business, began researching ISO 9001 in early 2014 as a framework to aid the business. He commented;
“A smooth running minicab business requires great communication and a commitment to following procedures. ISO 9001 looked like a useful tool to help us establish good working processes. On top of this, we looked at the ISO 14001 environmental standard to demonstrate good ethics.”
The solution
With their sights set on achieving certification to the ISO standards, it was a case of choosing a certification body to move forward with. Lonel explained why he decided upon the British
24/7 Airport Transfer was created through a desire to provide a quality service beyond what the existing private taxi hire market was offering. In a short few years, the company has grown to become a real success story, managing 50 drivers covering the Greater London area.
The company’s commitment to service began with accreditation to the Investors in People standard, where they met the Bronze level for meeting 26 additional criteria. Moreover, they achieved a 5 Star Rating for excellent service from their trade body. However, in 2014, the company went a step further in achieving certification to the internationally recognised ISO 9001 and ISO 14001 standards. Below, we find out how they accomplished this feat.
The challenge
Having worked for a similar company previously, 24/7 Airport Transfer’s Ionel Tanasa was determined to do things differently, with quality being at the core. He explained their ethos, saying;
“I wanted us to be able to set a new benchmark for how customers and drivers were treated. With our people being key in the delivery of a great service, we implemented Investors in People to demonstrate our people management was up to scratch. The next stage was to find a framework to help with service delivery and customer satisfaction.”
Lonel, being well aware of the link between professional customer service and sustained business, began researching ISO 9001 in early 2014 as a framework to aid the business. He commented;
“A smooth running minicab business requires great communication and a commitment to following procedures. ISO 9001 looked like a useful tool to help us establish good working processes. On top of this, we looked at the ISO 14001 environmental standard to demonstrate good ethics.”
The solution
With their sights set on achieving certification to the ISO standards, it was a case of choosing a certification body to move forward with. Lonel explained why he decided upon the British