Competitive Grant 11:

The Quality Management System implementation for the improvement of customer service level

Ukraine - Ivano-Frankivskvodoekotekhprom


Description of the activity

The “Ivano- Frankivskvodoekotekphrom” Utility strategic task is to become the organization with high level of trust to the quality of water supply and wastewater treatment services that meet European standards. Implementation of the Quality Management System ISO 9001 should become one of the steps towards this goal. This will significantly increase the level of customer service that in turn will help to reduce operating costs and the number of personnel.

Implementation of the activity

A number of measures shall be taken for the implementation of Quality Management System:

  • Training of the personnel to modern methods of quality management in accordance with the requirements of ISO 9001-2000 shall be conducted: cycle training
  • Consultations with representatives of non-government organizations, independent consultants, etc.
  • Identification of all level of customers’ expectations regarding provided services, the initiation of measuring of the level of satisfaction with these services by means of survey and consideration of consumer’s suggestions
  • Standards of service quality shall be set as well as introduction of corporate culture
  • Internal audits of quality management system and conduction of training for internal auditors of the officials who will be responsible for inspections
  • Implementation of a system of electronic management and workflow will allow automatic record of incoming-outcoming correspondence, appeals from citizens, keeping of records and thus minimize the “human factor”
  • Implementation of a “single point of contact” and an “electronic queue” systems for the convenience of consumers that will include training, equipping of facilities and software development
  • Access to information about company operation shall be provided, competent advice on the procedures shall be given. An online customer service system needs to be expanded and improved