Reliance Infocomm Bags Iso 9001

[Arun 795]

April 13, 2005

Driven by its customer care commitment, Reliance Infocomm has achieved yet another feat - the company has conferred with ISO 9001 certification for its billing processes with the objective of making the billing experience for its over 1 crore customers almost zero error free. Thus, Reliance Infocomm has become the first Indian telecom operator to achieve this international process quality hallmark certification. What’s more, Reliance Infocomm bagged this certification in a period of less than four months beginning December 2004.

Reliance Infocomm has also implemented six-sigma process which along with the ISO 9001 means that Reliance IndiaMobile customers will get their monthly telephone bills on schedule and they are charged the correct amount for their phone usage – all with the utmost levels of speed and efficiency

Every telecom operator has had to live with the reality of teething problems with billing issues while scaling-up customer acquisitions, which is a cause of inconvenience to customers on issues pertaining to monthly billings.

With its aggressive customer acquisition drive, Reliance Infocomm too was not an exception to this. But it has faced the issues head on and has risen splendidly to the challenging situation, speedily correcting the lacunae in its billing processes and systems. A senior official of the company said, “It was indeed an overwhelming experience last year when our marketing and distribution strategies resulted in huge customer acquisition. Although, the company has huge installed network capacity to meet such high traffic, nevertheless our customers unfortunately experienced some teething problems on the billing front.”

“We established a core team of senior officials across the country to identify and rectify all possible lacunae in our billing processes and systems”, the official explained. To give the best possible service to our customers, we implemented six-sigma with one aim: “Zero defect and timely bill delivery to customer. The results are indeed encouraging.” Thus, the Indian CDMA telecom major has set bench marks for other telecom operators to follow suit.

[niket 0]

Is 1st April today..!!

Still when ever I change scheme. Next Bill surely have errors.( Incorrectly charged specially in case of R-Connect Scheme)

[anujit 0]

Since when did ISO 9001 = error free!!! Not to mention ZERO ERROR FREE!!!!

ISO = document processes that can be repeated not error free billing!

So if they keep repeating all their bungling they still confirm to ISO standards.

[imvikky 0]

India is one great country here even Laloo Prasad Yadav can get a trophy Or some honour by the government for serving the people truthfully during his tenure as a MLA earlier in Bihar... dispite the fact that the great CHARA GHOTALA investigations would still be on....

[Arun 795]

Reliance gets billing certification

October 26, 2005

- The Asian Age

Chennai, Oct. 26: Reliance Infocomm, an Anil Dhirubai Ambani Enterprises Group company, has become the first mobile service provider in India to be awarded the ISO 9001-2000 certification for its billing system.

The company became the only service provider in the country to have a billing system with a customer relationship management solution, enabling Reliance to have single window of the customer.

The Infocomm billing process, which underwent a huge change, has helped the company achieve record collection of 98 per cent in the post-paid category.

The billing process encompassing the collection and mediation of call detail records, issuing of statements and receipt of payments was put in place six months ago.

The new billing system is in sync with international standards. According to sources, Reliance’s single toll free number is operational across the country.

The CRM provides Reliance a single view of the customers seemlessly in any part of the country.

It also helps customers make payments and change their tariff plans at any outlet across India.

Reliance’s call centre, having over 4,000 people, monitors the quality of customer interaction, operates in all languages. RIM (Tamil Nadu) CEO, Mr V.G. Somasekhar, said: "We consider our bill as an effective communication tool that enables us to build a one-to-one relationship with our customers."

[ashoksoft 83]

Now I will laugh.... Reliance ... Billing ... Perfect ? are they rough and random keywords of somekind ?

[linuxguy 0]

Cut them some slack people. They definitely improved on the billing front...

[abhay 0]

hmm its just prevoius goodwill if reliance that has been continuting still get over it guys! when reliance was first launched it did not expet the huge inflow of customers and so all of its systems were down and obviously they had many billing errors but now its not that reliance info has stablized

and BTW every company has minor errors here and there. my brother's airtel connection had RS 50 worth of STD callz to some place in kanchanganga! and he could have never used that phone @ that time because he is @ work that time (in BPO's using of mobile phones is prohibitted) and his phone was in his locker! AIRTEL cc guys said that they could not help it coz his call records said so. and so nothing could be done

and you as said buy linuxguy reliance has definitely improved on billing front

Edited October 27, 2005 by abhay

[raccoon 53]

and BTW every company has minor errors here and there

Oh? And how come these "minor errors" are almost always benificial to the company only??? Very, very rare that they err in favour of the customer...

Edited October 27, 2005 by raccoon

[linuxguy 0]

haha. good point raccoon. But you must acknowledge that very few will notice errors in their favor

[abhay 0]

haha. good point raccoon. But you must acknowledge that very few will notice errors in their favor

45230[/snapback]

@least i would'nt

[city02 63]

Driven by its customer care commitment, Reliance Infocomm has achieved yet another feat - the company has conferred with ISO 9001 certification for its billing processes with the objective of making the billing experience for its over 1 crore customers almost zero error free.

they must mean either 'zero errors' OR

'error-free'

but 'zero error free' seems to imply zero instances of error-free billing!

so they are being truthful after all...

[raccoon 53]

LOL! Quite so! Who is to teach these companies English? Like just the other day I saw the label on Domex (household cleaner made by the esteemed MNC, Hindustan Lever) - "Kills all known germs dead!"

Not exactly a negation like the RIM statement ...but either I'm ignorant, or there is some other way of killing where you needn't die...!

Edited November 7, 2005 by raccoon

[shan 0]

i think reliance got iso certification for making errors in the bill.

every month ther will we one error in my bill.

Edited November 8, 2005 by shan

[RajanPERT 0]

What is the clear definition of ISO certification. It is based on managements or services. I think it is related to management not service.

Thanks and Take Care!

[anujit 0]

ISO 9001 is related to following processes. That means that any process defined has to be followed 100% of the time. Irrespective of whether is good or bad!

So if your ISO process has defined that you should make crappy products you better make crappy products. All your life. If by mistake you make a good product you are immediately in violation of ISO!

[Chirag 5]

check out http://www.iso.org