Emirates' airport team achieves top quality award

This follows an audit earlier this month by examiners from Bureau Veritas, which provides quality, health, safety and environment management services to companies in 140 countries.

ISO, the International Organisation for Standardisation, gives official recognition to businesses which introduce formal quality systems to improve their standards of customer service.

Emirates Airport Services sought the award as part of a long-term campaign to reassure its customers and stakeholders by achieving a rigorous Quality Management System.

It formed a 12-strong team of internal ISO auditors to support and progress-chase the project. The team worked with department managers to bring airport processes up to ISO standards.

ISO 9001:2000 concentrated minds on the vital importance of planning to top-quality customer service, and setting up a formal structure to improve it.

Dale W. Griffith, Senior Vice-President for Emirates Airport Services, says: "The auditors helped a lot to promote the idea of the project with our 1,000 frontline staff.

"And our quality drive won't end here. Our goal is now continuous improvement, and we will be seeking further improvements in our already high passenger handling standards."