Quality Management for Shell Global Corporate Card Essay
Quality Management is an important element in every organization. The objective of having quality management in an organization is to ensure products and services produced or offered by the organization are in accordance to customers’ needs and requirements.
The purpose of this paper is to review and analyse the quality management for implementation of the Shell Global Corporate Card for Royal Dutch Shell (RDS). The background for the implementation of the Shell Global Corporate Card is for RDS to have a single Travel and Expense (T&E) card which enables the company to monitor the use of the card which is restricted only for business use and subject to controls designed by RDS in line with the global standard and …show more content…
1. COPC-2000® CSP Standards for Customer Service Providers
The COPC-2000® CSP Standard is designed for organizations delivering after or pre sales services to customers. COPC is a Performance Management Framework commonly used by Customer Service Providers such as Call Centers, Contact Center or E-Commerce Centers. The COPC® Certification Process includes professional consulting, training, installation, and benchmarking services designed to provide operational process with a balanced system to measure all contact center customer-touch activities. COPC® Certification to the COPC-2000® CSP Standard, ensures the COPC® Performance Management System is installed, implemented, and producing results (, Sept 2008).
2. ISO 9000:2000
The ISO 9000 standards are set of quality designed to be in line with all the management best practises benchmarks, which are defined by ISO (the International Organisation for Standardization). ISO standards were originally written in 1987,