Quality Management for Shell Global Corporate Card Essay

4154 Words Dec 28th, 2008 17 Pages
Executive Summary

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
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To implement quality, an organization must develop well-defined objectives that give every department and employee specific criteria to achieve and these quality objectives must be consistent with the quality policy that serves as their basis, both the quality policy and quality objectives must reflect the true goals of the organization (SkillBrief 2001). The types of quality certifications are:

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,

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