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Presentation 93200

AENOR certifies the IPEX Service Charter


  • With this certification, IPEX acquires a public commitment to quality, to the satisfaction of its customers and users.
  • The initiative is part of IPEX's goal to upgrade its management systems, with a view to generating trust and transparency.

25 July 2019. To announce the company's commitment to complying with the rules set forth in its Service Charter, the Instituto de Promoción Exterior de Castilla-La Mancha (IPEX) has been certified by AENOR in accordance with the UNE 93200 standard on Service Charters, one of the most reliable tools to ensure that Public Administrations and private companies report to their users the services they offer and the commitments they assume when providing services.

With this certification, the IPEX has publicly undertaken a commitment to quality with its customers, in which it agrees to a minimum of 60 subsidies per year, the scheduling of a minimum of 20 seminars annually and offering at least 20 training courses per year in foreign trade.

During the presentation of the certificate, Javier Rosell, Chief Executive Officer of Companies of the Junta de Comunidades de Castilla-La Mancha, commented that the "IPEX" service charter complies with its functions internally, Now what we want to see is the real position of the company and to provide uniformity to all the work carried out by IPEX through the certification process of the standard ISO-9001."

Antonio Contreras, director of AENOR in Castille-La Mancha, declared that "the differential advantage of this certification is the transparency and rigor required when undertaking qualitative and quantitative commitments with customers, including regular reporting of results. This practice allows IPEX to generate confidence and credibility within its interest groups."

He also underlined that Service Charters provide basic support for continuous improvement, facilitating relationships with users, serving to define service standards and making it possible to set ambitious objectives that achieve the greatest possible impact on the company's points of contact.

When granting this certification to IPEX, AENOR auditors paid special attention to the expectations of the customers, the contents of the Service Charter and the monitoring and control systems carried out by the company on compliance with commitments. The auditing process included a control using various research techniques to measure customer satisfaction and fulfilment of expectations.

IPEX now joins the over 250 companies and organisations in Spain and other countries that currently have Service Charter certificates in force. The aim of these certificates is to increase customer satisfaction by enforcing standards of ethical conduct and accountability.