FROM THE EXECUTIVE OFFICE
TPDCO - FOCUSED ON MEETING CUSTOMER EXPECTATIONS
TPDCo like many organizations is evolving. We want all members of staff to be a part of that evolution
which will see us moving from good to great. Recently members of the team sat down over several days
to audit the service quality of the organization. This effort at seeing how we measure up to international
standards in keeping with the ISO9001 standards which we expect to be certified in the near future, is
commendable.
You may ask, what is ISO9001? It is an internationally recognized Quality Management System. Being
ISO9001 certified means that “an organization has met
the requirements.” These requirements are focused on
“meeting customer expectations and delivering
customer satisfaction.” We must therefore pay close
attention to the customer.
We must strive as pre-eminent leader of Indian
Nationalism in British ruled India, Mahatma Ghandi
said, “to be the change we wish to see in the world.” So
it’s not enough for us to teach our stakeholders great
customer service in our training programmes, or indeed
reward customer service through recognition programmes
such as our Tourism Service Excellence Awards, we
must be the epitome of great customer service.
Establish systems, anticipate our customers’
needs; show respect and appreciation;
establish open and two way
communication; exceed their
expectations and make them into
raving fans of our organization.
ISO9001 evaluates whether your
Quality Management System is
appropriate and effective, while
forcing us to identify and implement
continuous improvements. The
organization will profit from
increased job satisfaction,
improved morale, and improved
operational results and efficiencies.
The gap analysis which is the
preliminary phase is being
completed and as we move to
the next step in an 8 step process
to develop a project plan using a
team approach, we will require the
commitment of all members of the
team to ensure we meet certification
standards. I crave your indulgence
as we focus our attention on meeting
and surpassing our customers’ expec-
tation in the days ahead.
2
Dr Andrew Spencer
Executive Director