HEP Opskrba may be proud of further recognition for their work, the ISO 9001:2015 certificate for their Customer service. This certificate is the most famous international quality management standard.
“It is a great honour to be a part of select companies having this certificate, since our aim is to maintain high quality of our services, especially when it comes to the relation with our customers. Quality Customer service is an important factor for our customers, and it is important for quality management to be reflected on the overall business. The decision on management system implementation was made for the purpose of confirming the quality recognized by almost 80,000 customers of HEP Opskrba in Croatia. I would like to commend the effort of Customer service employees, who deserve the credit for receiving this confirmation of good work”, emphasized Nada Podnar, the director of HEP Opskrba’s marketing department. “In order to achieve the necessary level of quality, HEP Opskrba’s Customer service employees worked hard during 2017 to harmonize all the norms. The Certificate was awarded after the certification procedure had been conducted by the international certification agency Bureau Veritas, proving that the quality management system in the Customer service has been verified and it meets the prescribed requirements of the standard”, said Ana Meštrović, the Head of the Customer service.
Prior to certificate award, the certification procedure was conducted by an independent auditor, a representative of Bureau Veritas, the international certification agency. The certification cycle lasts three years and implies the implementation of initial and main certification audit and two annual surveillance audits, which are ahead of HEP Opskrba for the purpose of confirming continuous implementation and improvement of the certified quality management system. The 9001 standard requires the following from the organization: to document its former way of work, along with the possibility of measuring the efficacy of business processes, to apply customers’ requirements in their work plans, to open the possibilities for the service not to oscillate in its quality, to provide easier management of work for new people, to manage the education of its employees as well as to choose the best suppliers.
The ISO 9001 Certificate is the acknowledgement of successful fulfilment of international standard requirements, which are used to prescribe an organization’s quality management system. The organizations which have the certificate prove that they have successfully implemented the quality management system in their organization. The organizations may have a set-up quality management system according to the ISO 9001 standard, but only through the certification procedure do they prove that the system has been successfully implemented, and in this way their clients and other participants at the market may trust the implemented quality management system.
HEP Opskrba continues to be the leading electricity supplier in Croatia, with almost 40,000 commercial customers in Croatia, and the total annual consumption of more than 7.1 TWh. The product HEPI is purchased by more than 40,000 household customers and by working in synergy with HEP Group companies, HEP Opskrba actively participates at regional markets. It has more than 12.5% of the market share in Slovenia, and at the markets of Serbia and Bosnia and Herzegovina it has got its first customers.
