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Bank of China (Hong Kong) Limited (“BOCHK”) announced that its Trade Services Centre is certified to ISO 9001: 2015. The Bank has become one of the first financial institutions in Hong Kong to receive this certification in recognition of its outstanding management.

Based on the latest ISO9001:2015 edition, BOCHK’s Trade Services Centre has established a more efficient quality management system. To enhance the customer experience, the Centre has reduced its service pledge lead time from 20 minutes to 12 minutes after receipt of documents by optimising the Shipping Guarantee process. Risk management in the document classification process has also been strengthened through visual management of documents classified by different colour codes, which helps to prevent human error effectively. In addition, the Centre has implemented a customer segmentation strategy by providing tailor-made and efficient solution to cater for the diverse needs of customers.

Mr. Kan Wai Hung, Head of Trade Services and Loans of BOCHK, said, “Looking forward, the Trade Services Centre will continue to focus on quality management and sustain our PDCA (Plan, Do, Check, Act) iterative method. We will also maintain our sustainable operational approach to improve our services and become the premier choice among customers.”

Compared with the 2008 version, the latest ISO 9001:2015 edition emphasises the importance of Risk Management and Relationship Management by including risk assessment and changes in the business environment in the quality management system. In addition, the scope of relationship management has been expanded from customers and suppliers to all interested parties, with the aim of improving organisational competitiveness.

ISO 9001:2015 is an international quality management system standard published by the International Organization for Standardization in 2015. Certification demonstrates that organisations are working towards their strategic goals in a systematic manner and achieving customer satisfaction by consistently providing products/services.

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