Getting Credit for Service

Abstract:Experian Marketing Services (EMS) considers quality management a critical part of its commitment to its clients. Last year EMS looked to ISO 9001 certification as a way to extend its established project management program. EMS identified more than 100 processes for implementation across the five locations where its 650 service delivery employees are located. By preparing for the entire ISO 9001 certification process through early ramp-up programs and intensive training efforts, the service delivery group achieved its certification goal in just nine months. Skills acquired through the certification process have established a solid culture of quality …

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