Nuestra Empresa - ISA

Service Policy

ISA Economic Group

Approved: JD 630 - November 24, 2005

Introduction

Based on this service policy, all Grupo ISA Companies expressly undertake their commitment and define a general performance framework to provide their customers with best quality goods and services and build long-term relationships.

As part of their strategy, each Grupo ISA Company, intends meeting its customer needs through efficient organizations in order to know, interpret and fully serve them. 

The service Policy content provides the institutional reasoning and general guiding principles of all Grupo ISA Companies, so that quality standards and rules may be accomplished at each specific country and at a global level. 

Reasoning

Customer approach is essential to take on the challenges imposed by the value generation under a global market.

Each Group company has been setting up a service culture and a customer-focused structure as an integral portion of our businesses.

Standing in place within the market depends on customer loyalty, achieved by providing services with quality standards, on a sustainable basis, and meeting such customer’s needs and expectations.

Legal reference framework

Each Grupo ISA Company acknowledges, adopts, applies and respects constitutional, legal and regulatory provisions as regards to quality and customer service in effect at each country, as well as any relevant international treaties and conventions.

Concept reference outline 

Customers

Those enterprises, entities or people acquiring such goods and services offered. 

Good or Service 

It is the result of a process strived to meet customers’ needs and expectations, including assistance, added value perception and trust transmitted by the offering company.

Quality

Set of features encompassing a good or service that meet customer’s needs. Quality is built upon the traits related with the service objective elements. As regards regulated public services or utilities, their minimum quality is defined by standing regulations consistent with the needs and traits valued by customers.

Quality management 

Set of elements related amongst them to define an organization’s management (PHVA) oriented towards customers’ satisfaction.

Service assurance

Express statement on the customer’s purchase value in terms of objective and subjective elements of the relevant good or service.

Policy scope

The Group companies provide excellent, quality-assured, competitive-cost services, being abided by international standards to procure, develop and retain customers by creating loyalty and long-term sustainable relationships.

Application criteria

Customer-oriented culture

It is necessary setting spaces, concepts, values and practices that permanently guide performance to anticipate and understand needs and expectations of customers in order to provide them with timely and reliable solutions. For such effect, it is necessary identifying actual momentum, and defining and standardizing service levels. All the above, should be performed under a clear commitment on quality assurance and overall customer satisfaction. 

Ongoing interactions

It is necessary to rely on proper mechanisms, channels and spaces to develop efficient, timely and constructive interactions enabling a reliable and ongoing communication to comply with service assurance agreed upon with customers.

Global knowledge

It is necessary, on a structured basis, analyzing the customers’ needs, desires and expectations, under the dynamic context of the sectors where participation is taking place.

Ongoing assessment

It is required having the proper mechanisms, channels and spaces in place to listen customers in order to be acquainted with their satisfaction levels and identify their determinant factors.

Continuing improvement

A systematic process under the quality system should be in place, in order to use the results obtained upon the different assessment instruments to implement measures improving customer-oriented performance.

Framework for action

Grupo ISA Companies:

Offer cost-competitive, best quality and timely goods or services comparable with international standards.

Perform their actions purported to become a strategic partner of their customers, with long-standing relationships involving mutual trust and respect based on information, knowledge and innovation. 

Foster and develop a culture oriented to customers, supported on full acquaintance thereof and the surroundings.

Implement quality as the basic principle ruling each activity, by providing customer-valued goods and services.

Effectively become acquainted with, interpret, define and satisfy the needs and expectations of customers, based on team work, innovation and responsible use of resources.   

Agree on and comply with service assurance on an efficient and reliable basis. 

For such purposes, they:

  • Rely on regular and effective communication channels enabling timely transfer of information. 
  • Permanently measure the organization’s performance vis-à-vis the market and customers.
  • Define plans focused on enhanced processes, attributes and service assistance strived to satisfy customers’ needs and expectations.