| Danial Norjidi |
TELEKOM Brunei Berhad (TelBru) has succeeded in obtaining the International Organisation for Standardisation (ISO) certification that aims to see consistency in meeting customer expectations, with the ultimate goal of delivering unbridled premier products for the country’s population.
A ceremony at The Empire Hotel & Country Club yesterday saw the official handing over of the ISO certification from Evelyn Chye, the General Manager of BSI Malaysia – one of the official certification bodies for ISO – to David Kay, Chief Executive Officer of TelBru.
The guest of honour Dato Seri Paduka Awang Haji Hisham bin Haji Mohd Hanifah, Deputy Minister of Finance and Chairman of TelBru presented certificates to 78 TelBru staff in recognition of their significant role in ensuring TelBru’s compliance to the ISO’s strict requirements; they were tasked with identifying, forming, coordinating and refining procedures in their own respective units.
Following in the footsteps of a number of international telecommunications service providers, TelBru’s ISO 9001:2015 (the Provisioning of Telecommunication and Enterprise Services) journey began in May last year with the engagement of experts who, over several months, facilitated TelBru’s ISO journey.
As part of the initiative and to facilitate its move towards the achievement of international standards, TelBru formed a new Process Improvement Unit for the purpose of process documentation, process improvement analysis, organisational structure change, support-to-system deve-lopment, performance indicator evaluation and process culture orientation.
Among their key tasks is the implementation of a Quality Management System (QMS) towards making TelBru ISO 9001:2015 compliant. One of the major components to the QMS is the introduction of a new quality culture throughout the entire organisation.
This success saw the consolidation of procedures across different departments and sections to better streamline operations befitting the company’s core values that encompass excellent customer service, teamwork, quality, integrity as well as care and respect for the community at large.
As part of its first quarter target for 2017, TelBru was required to adhere to the company’s finalised Standard Operating Procedures based on the six months of work invested for the ISO certification.
Among the programmes leading up to the milestone to facilitate this realisation were several workshops towards understanding the nature of ISO and on being ISO-compliant.
The company was successfully recognised as ISO certified in June this year.
David Kay in a speech at yesterday said, “Over the last few years we have changed the way we serve our customers. In achieving such, we had to overcome a diverse range of challenges for us to the best in the ICT industry.
“In spite of these challenges, TelBru stands here today, more resolved in its purpose to maintain and improve the way we serve your, our stakeholders.”