As part of the ISO 10002 System, which was initiated in 2021, an internal audit was conducted, and personnel received awareness training on customer satisfaction and complaint handling procedures. This was followed by a Management Review Meeting.
OSTİM OSB Regional Directorate, having successfully completed the audits and met the requirements of the standard, was awarded the ISO 10002 Customer Satisfaction Management System Certificate.
Customer satisfaction is measured continuously.
OSTİM Organized Industrial Zone Directorate, through its Customer Relations Coordination Office, continuously measures the quality of the services it provides to its members, including zoning, business opening and operating licenses, environmental and safety, energy, foreign trade, employment office, and other services, and resolves customer suggestions and complaints quickly and effectively.
Customer satisfaction rates of the companies receiving the services are measured via telephone and customer satisfaction surveys. OSTİM OSB, with its quality objectives and continuous improvement approach, aims for continuous improvement in the resolution of requests by increasing communication channels with its members within the scope of the ISO 10002 Customer Satisfaction Management System.
ISO 10002 prevents the recurrence of complaints.
The ISO 10002 Customer Satisfaction Management System outlines a process for handling feedback from members. The system improves employees' awareness and attention to complaints.
The management system, whose primary goal is to ensure customer satisfaction, prevents the recurrence of complaints and offers solutions. It also helps identify areas for improvement through the feedback received.
“We strive for 100% satisfaction”
OSTİM Organized Industrial Zone Manager Adem Arıcı emphasized the importance they place on quality management systems, recalling that they were the first organized industrial zone to receive a TSE-approved Quality Management System Certificate in 2005.
Adem Arıcı stated that OSTİM Organized Industrial Zone views its members as customers who must be 100% satisfied while providing public and supporting services, adding, “We are a customer-focused and collaborative Organized Industrial Zone. We strive to ensure 100% customer satisfaction in all our services. We involve industrialists and business people in our region in our management processes through consultation and sharing meetings we organize throughout the year.”
Arıcı pointed out that they operate with the goal of continuously improving service quality, and noted that with their Customer Relations Coordination unit, which is not found in many Organized Industrial Zones, they continue to receive the requests of OSTİM companies transparently through a wide variety of communication channels.
Highlighting the sensitivity that commercial businesses show towards customer satisfaction, Arıcı stated, “As OSTİM OSB, we also act with the same understanding in all our services. We consider every criticism, suggestion, and complaint as a gift to our institution, and we work to follow them up to the end and resolve them with solutions that will satisfy our members.”
“We do it because we believe in it”
Underlining that customer satisfaction is the most important stage of Total Quality Management, Adem Arıcı emphasized that they believe in the necessity of receiving all requests from members with a proactive management approach. Arıcı said: “In all our work and services, we will continue to implement the necessary practices to achieve 100% customer satisfaction.”
OSTİM Organized Industrial Zone has 6 internationally recognized certificates.
OSTİM Organized Industrial Zone Regional Directorate has increased its number of international management system certificates to six with the addition of ISO 10002. The certificates held by the institution are: ISO 9001 Quality Management System, ISO 45001 Occupational Health and Safety Management System, ISO 14001 Environmental Management System, ISO 50001 Energy Management System, ISO 27001 Information Security Management System, and ISO 10002 Customer Satisfaction Management System Standard Certificate.
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