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bank muscat wins ISO recertification with nil non-conformity

MUSCAT, 21 April 2013 - Bank Muscat, the flagship financial services provider in the Sultanate, has won a prestigious ISO certification covering all the branches and departments. The BSI London conducted the ISO 9001 recertification process for the bank’s branches and departments wherein BSI appreciated the bank’s efforts to maintain up-to-date ISO standards and awarded the certificate with nil non-conformities.


Thania Al Jahdhamy, Head - Customer Services & Quality, said: “The ISO certification demonstrates the bank’s commitment to quality customer service. Our focus to continuous improvement is reflected in effective communication, ongoing staff training, initiation of major projects to improve customer service and operational efficiency, thereby benchmarking the quality of products to international standards. The clear policies and procedures, complemented by easy channels to communicate with customers, reiterate our commitment towards customer-centricity that makes the difference as the No. 1 banking services provider in the country.”


As part of efforts to provide thrust for customer service, quality audit of branches and departments is conducted to ascertain compliance to ISO certification standards. Process improvements are suggested on the basis of analysis of customer feedback and suggestions. Depending on the size and operations of branches, threshold limits are set for them to initiate prompt action on customer feedback as the bank believes that proactive customer service is what makes the real difference for Bank Muscat as the flagship financial services provider in the Sultanate.


Thania Al Jahdhamy added: “Bank Muscat is committed to excellence in services extended to the largest banking family in Oman. In line with the bank’s customer service strategy and vision, we are always available to interact with customers and asses their evaluation and expectations with regard to services offered by the bank. The bank’s ‘We Can Do More’ vision is being pursued to sustain and deliver real and undiminishing value in customer service through Bank Muscat’s key element - its competent people.