Introduction
Being a customer centric organization, CEM seeks to achieve total customer satisfaction by continually optimizing procedures to improve the quality of its product and services.
Providing the best quality of service and outperforming the customer expectations has always been an explicit concern. With this scope in mind, CEM already has three business units with certified ISO9001:2000 quality management systems. The corporate wide quality management system is underway and expected to be completed by end of 2006.
Quality Management System (QMS) ISO 9001 QMS is a system that outlines the policies and procedures necessary to improve and control the various processes that will ultimately lead to improved business performance.
The standard applies eight “Quality Management Principles”:
- Customer focus
- Leadership
- Involvement of people
- Process approach
- System approach to management
- Continual improvement
- Factual approach to decision making
- Mutually beneficial supplier relationship
Quality Initiative Highlights
The annual Customer Satisfaction Survey was conducted to help CEM to continuously upgrade operation standards, improve the quality of service and increase customer satisfaction.
CEM in collaboration with 7-Eleven has offered a new and convenient 24-hour Electricity Bill Payment Service at 7-Eleven throughout Macau and Taipa since August 1st. With the addition of this innovative service, CEM customers can now pay their bills in ten payment channels.
