First Mutual Life was recently conferred the ISO9001:2015 certificate which is renewed every three years having initially attained ISO certification in 2012 and has over the years, endeavoured to attain high service excellence and even surpass it. From the First Mutual group of interest to note is that First Mutual Health has also gone through the certification process and is now ISO certified. Life insurance or health insurance are a sensitive businesses in which integrity and professionalism are key to the success of the business.
At the symbolic certificate handover ceremony, The Managing Director of First Mutual Life Mr Williefaston Chibaya highlighted that the ISO 9001 certification process provides an enhanced customer service experience by not only identifying key priorities for its customers, but also outlining processes to further optimise these priorities based on customer expectations and needs. Service with enhanced quality translates into reduced customer complaints and more satisfied consumers, and ultimately increased revenue.
“As a business we can detect and identify problems in good time, which means that we can quickly take steps to avoid the same mistakes in the future. Basically what we are saying is that an ISO 9001 certification provides objective proof to our staff, our partners, our clients and the outside world that customer satisfaction is at the core of our business”, he added.
In her response, The Director General for Standards Association Zimbabwe Mrs Eve Gadzikwa emphasised that the Standard that the businesses are being certified to, the QMS 9001:2015 helps build consumer confidence through third party independent attestation by your National Standards Body (SAZ), to the high level of quality and excellence. It is the most readily recognised management standard in the world. This means that certification to the SAZ QMS assures conformity to globally accepted best practice in Quality Management Systems.
The certificate awarded to First Mutual Life and First Mutual Health by the Standards Association of Zimbabwe (SAZ) is internationally recognised due to the fact that the SAZ is not only a member of ISO and ARSO but most importantly, the SAZ ZWS ISO 9001:2015 certification scheme is accredited by the South African National Accreditation System (SANAS) and SANAS is a signatory to the International Accreditation Forum (IAF) Mutual Recognition Agreement.
Mrs Gadzikwa reiterated that, “this recertification serves as testimony to the fact that First Mutual life and First Mutual Health are a good Corporate citizen, committed to contributing to a better tomorrow for individuals, Institutions and the Country at large. The certificate that is being re-awarded to First Mutual Life and First Mutual Health today has a three-year validity period and should be proud that it satisfied the rigorous checks and balances which form part of the SAZ’s assessment for certification. During this time, as you are aware the SAZ is committed to continually; monitoring the company’s performance against the requirements of the Quality Management System standard through periodic surveillance visits. It is therefore paramount that the Company continues to adhere to the principles of its certification by maintaining and improving their Quality management system. If you fail to maintain and improve your quality management system, SAZ will not hesitate to withdraw the certificate.” she said.
First Mutual Life and First Mutual Health, we will continue to uphold, and indeed surpass the standards demanded by ISO until the next review.