The step was taken to ensure that the current and the future AOA bodies adhere to a strict set of guidelines to provide quality services to residents.
The AOA of Gaur Global Village in Crossings Republik, Ghaziabad, has got its association certified under the ISO 9001:2015 quality management system, setting a benchmark for other societies.
International Organisation for Standardisation (ISO) 9001:2015 specifies requirements for a quality management system. It specifies an organisation’s need to demonstrate its ability to consistently provide products and services that can meet customer demands.
It also aims to enhance customer satisfaction by including processes for improvement and by assuring conformity to applicable statutory and regulatory requirements.
Speaking to City Spidey, Sanjay Kumar Jha, member of the society’s AOA, said, “The step was taken to ensure that the current and the future AOA bodies adhere to a strict set of guidelines to provide quality services to residents.”
He maintained that although residents’ associations are non-profit bodies, residents are still customers. “Since residents are paying for services, it is necessary to maintain a certain standard of quality for the services.”
The society has defined various heads of the services — security, lift maintenance, society maintenance, acquiring and appointment of vendors, and others. The quality standard has been measured by a set of quality metrics.
When asked what the AOA thought of ISO certification, Jha said that some of the society’s AOA members are ISO-certified professionals and service providers. “We decided to put in place a system to regulate the standards of services being provided in the society. We also haven’t heard of resident bodies being ISO-certified. This is probably a first of its kind,” he explained.
The ISO certificate
