the satisfied company

摘要

City & Guilds has a five year plan to expand its overseas operations as well as rethinking its customer service approach. To assist in these aims it has opted to make the transition to ISO 9001:2000 and rethink its process mapping City & Guilds is a vocational awarding body, awarding almost 50 per cent of all national vocational qualifications (NVQs) in the UK as well as providing recognised qualifications across the world. It was established over 125 years ago to encourage education and training in, and for, the workplace. The organisation has developed overseas expansion plans that over the next five years will see it focusing its efforts in China, India and Brazil. It is also introducing changes in the way its work with its customers and is investing heavily in customer service training to improve and enhance relationships with colleges and training providers. A key objective for the future is to achieve a recognised benchmark of excellence that will place City & Guilds in the top ten per cent of service companies, but at the same time recognise that any structure designed to best respond to such a challenge must be realistic and clearly understood. It must also help us to simplify overly complex processes, break down unnecessary barriers, and liberate people to give greater attention to the most important elements of their jobs. City & Guilds has elected to make the transition to ISO 9001:2000 and in doing so align its processes to support the implementation of its five-year corporate plan.