We have made it! Telecel Zimbabwe is now ISO 9001:2008 re-certified!

The
organisation managed to get re-certified after suspending the licence
during the difficult period of hyper-inflation and general economic
meltdown. Telecel Zimbabwe's re-attainment of the prestigious ISO 9001:2008
certi fi cati on refl ects not onl y the company' s commi tment to
uncompromising standards of quality, but also gives an insight into our
customer-centric approach. Further, the company's accomplishment is a
source of great pride for its dedicated staff. We continue to be the only
certified mobile tele-communications company that has achieved this
milestone and we can unashamedly talk of Telecel's BEST IN CLASS efficiency
to which our customers can testify!
The ISO standard ISO 9001: 2008 requires that an organization establish,
document, implement and maintain a quality management system and
continually improve its effectiveness. Senior management approved the
scope of ISO 9001 certification to include all Telecel Zimbabwe offices.
We started by identifying processes for our quality management system,
determining the sequence and interaction of these processes, determining
the criteria and methods needed to ensure both the operation and control
of these processes were effective, ensuring the availability of resources
and information necessary to support the operation and monitoring of
these processes. We also had to implement actions that were necessary
to achieve our planned results and to deliberately continuously improve
these processes.
We at Telecel Zimbabwe realized that leading and operating an
organization successfully requires managing it in a systematic and visible
manner. Management had to work to establish a customer-oriented
organization by defining systems and processes that could be clearly
understood, managed and improved in effectiveness as well as efficiency.
One key aspect was the need to replicate the same processes throughout
all our corporate offices countrywide, as all customers must have the same
experi ence wherever and whenever they i nteract wi th us.
It is indeed a matter of pride that Telecel Zimbabwe has attained the
coveted ISO 9001:2000 Certification. In a sense, this certification is a tangible
testimony to the standards that we at Telecel Zimbabwe have set.
Having achieved ISO certification will not make us complacent. As the
very basic tenet of ISO propounds, an organization should always strive
for continual improvement. We realize our certification is not the end.
Customer satisfaction and continuous improvement are two key elements
of both the ISO standard and our quality management system. By continuing
to focus our efforts on those areas Telecel Zimbabwe can continue to
grow our customer base and achieve our goals of establishing effective
ISO Certification,
Value and
Customer
Satisfaction.
+
Quality
Service
=
www.telecel.co.zw
We continue to be the
only certified mobile
telecommunications
company that has
achieved this milestone
The only mobile tele-communications
company to receive ISO Certification
and efficient processes. We are reminded here of the tireless spirit of
successful sportsmen and women who even after beating record after
record, still motivate themselves to get to the practice session in time and
strive to reach even higher. This is the spirit that is guiding us and will continue
to guide as we march into the future.
We believe the best is yet to come!
Telecel
ISO 9001: 2008
Certification Team
(from left to right)
Mr. N. Zinyama,
Mr. S. Gore and
Mr. D. Madzima
Mr. Francis Mawindi
Chief Executive Officer
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Following their Zimbabwe Institute of Management Award in Customer
Service Excellence last year, Telecel Zimbabwe, the country's second
largest mobile operator, scooped several awards at the recent Customer
Service Excellence Awards hosted by the Contact Centres Association of
Zimbabwe.
First was the Best Call Centre Award for 2012, followed by 1st Runner up
in the 'Most Customer Focused Executive' and lastly 1st Runner up in the
'ICT & Telecommunications' sector categories.
The Best Call Centre Award was in recognition of Telecel Zimbabwe's efforts
to avail more efficient channels to serve its customers within Zimbabwe
and beyond. Not only was this an acknowledgement of the company's
investment in the state-of-the-art call centre technology, but more
importantly the customer experience that customers get when they call
the call centre.
Service excellence is considered a strategic priority for Telecel Zimbabwe,
and the reason is simple. Telecel firmly believes that it is not the products
and services that will bring it success as a company, but rather the delivery
of memorable customer experiences to its customers. The recent
implementation of a world class call centre solution is testimony to this
commitment. It will not only improve customer access to the solutions they
require from Telecel, but will also allow the company to understand its
operations in greater detail.
The call centre is a key touch point at which the company interacts with
its customers, and since every interaction is an opportunity for customers
to evaluate the service, it is important to get the proper alignment of
people, technology and processes. The call centre staff was deemed to
be the most hel pful and sensi ti ve to the needs of customers.
Telecel's new Chief Executive Officer, Mr. Francis Mawindi landed the First
Runner-up prize in the 'Most Customer Focused Executive Award', living
up to the promise he made on his arrival at Telecel. Mr. Mawindi said,
Seeing the company becoming the most profitable and customer-centric
telecommunications service provider in Zimbabwe, will be a key priority.
He has not disappointed at all and this vision has already inspired a number
of customer experience improvement initiatives across the company.
Speaking after the awards presentation, the Customer Services Director
Mrs. Zodwa Chinyenze had this to say, 'We are obviously thrilled to be
recognized through these awards and they will propel us to even higher
levels of service delivery.'
She added, 'Our customer facing staff fully understands the attitudes and
behaviours that promote customer loyalty. We make use of formal and
informal rewards to celebrate and highlight exemplary customer centric
behavior.
Telecel continues to excel
in Customer Service delivery
Telecel once again celebrated
Customer Service Week from 1- 5
October, and what a week it was!
This year' s theme, ' Be the One'
epitomizes the culture that Telecel
seeks to promote among its staff, with
each employee aspiring to be the
one to make a difference be it in the
life of a customer or a colleague.
The week was celebrated with a
range of activities designed to fulfill
the objectives of Customer Service
Week, which are to highlight the role
and importance of customer service
within the organization, to show
appreciation and boost the morale
of customer service personnel within
the organization, to thank other
departments for their support to frontline staff and to extend a special
hand of fri endshi p to customers duri ng thi s parti cul ar week
Since 2002, Telecel has celebrated Customer Service Week, and the
enthusiasm from both staff and customers is always evident during the first
full week of October.
'This year's celebration was special for us as it coincided with the Best Call
Centre Award 2012 presented by the Contact Centres Association of
Zimbabwe', said Zodwa Chinyenze, Customer Operations Director.
Francis Mawindi, Telecel's new Chief Executive Officer, was 1st Runner Up
in the 'Most Customer Focused CEO' category, while the company was
again 1st Runner Up in the 'ICT Sector' service excellence award.
Throughout the week, customers were randomly selected and invited to
visit the Call Centre and experience how the Centre handles their queries
as well as to interact with Telecel staff. As usual, this proved to be an
invaluable source of customer feedback on a variety of issues, including
the quality of the network, tariffs, products, services, promotions and
suggestions. Customers walked away with exciting give-aways, which
included handsets, lines, t-shirts and airtime.
Telecel senior management also got to focus on the importance of customer
service by directly spending time with customers both in the Call Centre
and on the Front Office, attending to their queries. This was meant to give
them a real life experience of how our customers related with us.
Telecel
celebrates
Customer
Service
Week
in style
www.telecel.co.zw
Celebrating excellent service...
and, of course, more awards.
Customers visiting the Telecel
stand at CCAZ event
Deputy Prime Minister at Telecel
stand during CCAZ event
Customers experiencing the Call Centre
Students at ICT stand
Information Communication
Technology Minister Nelson
Chamisa at the best ICT stand
Sulumani Chimbetu at CCAZ event in
Telecel colours
Zodwa Chinyenze,
Customer Operations Director
Customer Services team holding the Award
Best Call Centre Award for 2012
Telecels Deputy C.T.O - Winfred Musengeya
interacting with a dealer, Mr Kurt Ritz
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