HYDERABAD: The Hyderabad Metropolitan Water Supply and Sewerage Board proposes to obtain ISO 10002:2014 certification for quality management and customer satisfaction for the services it is providing to the consumers.
There are very few organisations that have gone for ISO 10002:2014 certification for the services being offered by departments and organisations. The ISO 10002:2014 quality management system for customer satisfaction assesses organisational systems regarding customer satisfaction enhancement by creating a customer-focused environment that is open to feedback, feedback handling and enhancing the organisation’s ability to improve its customer service.
The main role of HMWS&SB is to provide water supply to the citizens living in the GHMC area. The State government has recently extended the board’s operational limits to the Outer Ring Road. At present, the board is providing water supply to nearly one crore population. In addition to water supply, it is handling sewage disposal in the city’s core area.
The board is supplying around 430 million gallons of drinking water per day (MGD) to around 9.30 lakh consumers and is working on extending the network of drinking water and sewer pipelines to peripheral areas situated within the Outer Ring Road. The board receives 1,500 to 1,800 complaints a day from consumers and others about water supply, sewage and revenue issues, and set up Metro Customer Care Centre (MCC) for the purpose.
HMWS&SB plans to obtain ISO10002:2014 certification for quality management and customer satisfaction by utilising the services of a consultant. The consultant will undertake conceptual planning and design aspects taking cognizance of the present and future requirements. If the board obtains the certificate, it will enhance its confidence and image, officials told Express.
The consultant will be asked to assist HMWS&SB in forming a steering committee and ISO Project Team, who will be responsible for implementing ISO 10002:2014 requirements, to perform gap analysis of existing documentation against the requirements for ISO 10002:2014 and produce a gap analysis report.
To plan together with the ISO Project Team of HMWSSB on the ways to address the gaps in order to develop the necessary documentation and also develop mandatory procedures as required in ISO 10002:2014 and guide the ISO Project Team for certification of quality management, customer satisfaction, guidelines for grievances handling in HMWS&SB also offer guidance in preparation and review of final documents prior to certification, assist in coordination of required management reviews prior to certification.