Browse
related articles
Rashed Al Ansari, Vice President of Dubai Industrial City, explained the ISO 10002:2004 certification is a testimony to the efforts that went into establishing best practice processes for handling customer complaint within the industrial township.
He said:
"Customer care is one of our core priorities that is vital to our daily operations. We are building a comprehensive industrial city with warehouses, business offices, labour villages and factories, and therefore customer care, retention and complaint handling are important focus areas. This certification is proof of the tremendous commitment we have demonstrated in this regard."
"We have two factories already operational and more than 450 industrial tenants, some of which are currently realizing their projects and will become operational in 2009. In addition, companies are already relocating into our Labour Villages, warehouses, offices and open storage yards. The certification, therefore, is a vital tool that will streamline our day to day operations."
The implementation of the customer care initiative initially started with the appointment of a dedicated team responsible for the receipt, logging and investigation of the complaints received. The team ensures that appropriate corrective/preventive actions are adopted and communicated to the complainant prior to close-out. They are also supported by an automated system to improve the speed and efficiency in which outstanding issues are resolved.
Kiosks at three key locations within Dubai Industrial City, open round the clock, allow customers to enter their details directly. To ease the complaint registration process, a dedicated email address has been set up. In addition, a seven stage process with timelines has been devised to track performance for customer care and complaint redressal.
Located on Emirates Road adjacent to Al Maktoum International Airport and the Jebel Ali Port, Dubai Industrial City offers a strategic advantage due to its proximity to major highways. Covering an area of 560 million square feet, it offers a dedicated manufacturing destination comprising six industrial clusters, including food and beverage, base metal, mineral products, chemicals, transport equipment and parts, as well as machinery and mechanical equipment.
Designed to incorporate additional facilities for logistics, warehousing and labour accommodation, apart from commercial, residential and entertainment zones, Dubai Industrial City is an integrated one-stop industrial destination, providing tenants with a critical competitive advantage in human resources, logistics and business operations.
Digg
Facebook
LinkedIn
Twitter
Posted by Rima Ali Al Mashni
It looks like you are using a Mac - check out our 
Web Feeds