Customer focus brings Canmar rewards
WONG JOON SAN
Canada Maritime (Canmar) has been awarded its second ISO 9002 quality certification at a ceremony held recently in Montreal.
Throughout the 18-month process, Canmar focused on core processes which are particularly customer-oriented, such as customer service and documentation.
'This was a very useful exercise to undertake,' said Jeremy Masters, president of Canada Maritime Agencies North America.
Within each of the targeted core processes, Canmar had to qualify in 19 distinct categories.
It involved a lot of hard work on the part of the staff mapping out their key processes to create a uniform approach to the business, he said.
'Thanks to their tremendous contribution to this project, we have now implemented a comprehensive and vigorous quality system that will help us to efficiently run our business and positively differentiate us from our competitors,' he added.
'At the end of the day, this makes us a better partner for our customers,' said Canmar chief executive, Gordon Braun.
Many of them had gone through this process, so it made sense for the company to operate day to day at the same level of efficiency, he said.
Six years ago, Canmar's British organisation achieved ISO accreditation, and has now been re-certified.