|
Emirates Airport Services in Dubai has been awarded the coveted ISO 9001:2000
Quality Management System accreditation.
Certification from ISO, the International Organisation for Standardisation, is official
recognition of an organisation’s ability to consistently provide quality service that
meets customer and regulatory requirements, through the implementation of a
Quality Management System.
Emirates Airport
Services said its decision to seek ISO recognition is part of a long-term
commitment to customers and stakeholders - enhancing customer satisfaction
through effective processes, while ensuring continual improvement on the
already high quality and service standards.
Said Dale Griffith, Senior Vice President Emirates Airport Services: “We are proud
to have achieved ISO 9001:2000 recognition, which is testimony to the high
standards of passenger handling that we deliver to our customers.
“This award is but a step in our drive to deliver top class service. Our goal is
continuous improvement and we are already seeking ways to further enhance our
service standards.”
Emirates Airport Services handle passenger and baggage check-ins, as well as
manage the airline’s dedicated first and business class lounges at Dubai airport.
In the past year, the division has introduced a Chauffeur-Drive Lounge for
customers, self-service check-in kiosks and Bluetooth wireless capabilities in the
airport lounges.
The road to achieving ISO certification involved nine months of dedication and
team work. A team of specially-trained internal auditors was formed within
Emirates Airport Services to undertake the project, and were facilitated by Dnata’s
Strategic Quality Planning Team, who provided ongoing support and consultation. Dnata is part of the Emirates Group.
The team identified and implemented measures to ensure all processes conform
with the demanding ISO 9001:2000 standards. They also nurtured and promoted a
culture of quality excellence amongst Emirates Airport Services’ 700-strong
frontline staff.
The certification was awarded following a comprehensive audit of Emirates’
operations at the airport by Bureau Veritas, the official certification body in Dubai,
which assesses and provides Quality, Environmental, Health and Safety Management accreditations to companies in 140 countries.
Emirates Airport Services received certification from both the Bureau Veritas
management offices in the United Kingdom and the United States. |
