UnionBank is the first bank in the Philippines to be certified in the latest ISO 9001:2015 standard. Primarily, this was driven by Channel Management Center (CMC) passing the two stages of ISO 9001:2015 Quality Management System (QMS) rigorous certification audits for the Bank’s Front-line (Branches and Customer Service) and Backroom (Central Processing) operations.
The ISO 9001:2015 QMS Certification is a collection of business processes focused on the delivery of quality service to delight and meet customer requirements. The standards for the new Certification were released last September 2015, which made the process quite challenging for the Bank. Despite the short time from the release of new standards and the actual auditing last December 15 & 16, 2015, the three core operations groups under Channel Management Center achieved a Zero Non-Conformance Rating as well as more than 20 Positive Observations.
Positive observations are commendations given by the certifying body, TUV Rheinland, for best practices, routines, rituals, practiced by the UnionBankers.
To quote the TUV Rheinland report:
“The organization has established and continues to maintain an effective system to ensure compliance with its policy and objectives. The audit team confirms, in line with the audit targets, that the organization’s management system complies with, adequately maintains, and implements the requirements of the standard.”
With this certification, UnionBank ensures that its front-liners and back-end personnel follow one standard when executing processes so clients can expect consistent and delightful customer experience every time.