In 2010, Eastern Communications marked a milestone in Philippine telecom history when the company received the prestigious ISO 9001:2008 Certification. Recently, Eastern received its second year of ISO certification which now also included its operations in Cebu and Baguio. This reflects the company’s continued efforts to maintain good management practices, quality processes, and customer-focused service delivery systems.
Eastern Communications has been serving the communication needs of Philippine companies for more than 130 years, and has always been at the forefront of providing quality telecommunication services and solutions. With the recent acquisition by San Miguel Corporation of 77.7% interest in Eastern, operational quality has gained even greater importance to ensure competitive advantage.
Securing the ISO 9001:2008 certification for the second year signals to Eastern’s clients that the company truly adheres to quality standards and world-class processes.
To get the certification, each division in Eastern had to pass through a series of audits and inspections of their business processes and quality assurance programs conducted by TÜV SÜD, the leading one-stop global solution provider for product quality testing, inspections, training, and certification.
The audits showed that corporate goals and strategies are communicated throughout the organization and each division defines how it contributes toward the company’s objectives. The inspection also revealed that Eastern’s business processes are sufficiently documented, deployed, and complied. More important, the Eastern employees’ deliverables are communicated, measured, and tracked in all its franchise areas in the National Capital Region, Cebu, and Baguio.
Today, Eastern is the benchmark of quality in the local telecommunication industry. The ISO certification testifies to its ability to deliver superior customer satisfaction through quality service. It also reflects Eastern’s vision of being the telco of choice wherever its services are present as well as its culture of service excellence and operational responsiveness.