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Royal Sundaram has received an extension of ISO 9000:2000 certification for Health and Accident claims for another year. Alignment of their processes and systems to ISO norms, methodical processes adopted in claims handling and pro-active customer-focused approach in resolving customer complaints were instrumental in the extension of the ISO certification for Royal Sundaram.

ISO 9000:2000 requires an organization to put in place an effective system for monitoring a customer’s views and stipulates that the central purpose of a quality management system is to ensure that the organization provides services that satisfy customers. This international standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements.

The ISO 9000 quality management standard requires registered companies to measure customer satisfaction. The customer Satisfaction Measurement for ISO 9000 has guidelines on the conduct of a professional customer satisfaction survey that will produce reliable results while being consistent with the requirements of ISO 9001:2000. Every step of the customer satisfaction measurement process is linked to appropriate clauses in the ISO 9001:2000 statement.

The audit of Royal Sundaram’s processes and systems was conducted by Bureau Veritas to ascertain their  adherence to ISO international standards. The first audit was conducted in June 2008 and the certificate was given on July 08. The validity of the certification was subject to the condition that Royal Sundaram passed through rigorous annual surveillance audits without any non-conformities. Following a surveillance audit in June 09, the certifying body M/s. Bureau Vertitas officially confirmed the extension and validity of the certification.

A concerted effort to drive efficiencies associated with claims and ensure an effective delivery framework have been the major drivers to this end. Prompt redressal of claims is the principal driver of customer satisfaction. Customer satisfaction is also based on meeting or exceeding customer’s  requirements and to achieve this objective, the business has to be organized to do best what matters most  to customers.

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