JCA successfully attains ISO 9001:2015 Certification
ISO 9001:2015 is an internationally recognised standard achieved by organisations capable of demonstrating their ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements. With the aim to, first and foremost, enhance customer satisfaction through excellence, leadership and consistent value proposition, ISO 9001:2015 establishes solid foundations for sustainable development of not only the organisation but the broader stakeholder network.
The achievement of ISO 9001:2015 Quality Management System certification is an irrefutable proof of the Jamaica Customs Agency’s (JCA’s) ability to consistently provide services that meet stakeholder requirements. As such, the Agency’s success in realising this exceptional feat as the first Customs Administration in the English-speaking Caribbean signals the Agency’s unwavering commitment to realising and optimising the core objective of a quality management system – customer satisfaction.
The JCA, since starting the journey to becoming ISO 9001:2015 certified, has embraced a culture of quality which promotes a deeprooted commitment to customer satisfaction. The Agency currently fosters a culture where every employee, from top to bottom, understands the importance of quality management systems and actively contributes to its success. By embedding quality consciousness into the Agency’s everyday operations, a strong foundation has been laid for the continual improvement of our processes and service delivery.
The theme for the celebration of this year’s Customs Week “Customs Engaging Traditional and New Partners with Purpose”, augments the Agency’s commitment to “Delivering Quality Service at International Standards” to all stakeholders, as customer satisfaction is the hallmark of the JCA’s quality management system.
Upon embarking on the ISO journey, the Agency ensured comprehensive understanding of the ISO 9001:2015 requirements was woven into the fabric of the Agency’s business practices. From defining processes to ensuring delivery of services, every step is a deliberate move towards excellence. The journey involved fostering a culture of continual improvement, where every team member played a part in enhancing overall efficiency and customer experience. This is a shared adventure, aligning the organisation’s goals with internationally recognised standards ultimately leading to a euphoric moment of certification – an attestation to the JCA’s commitment to delivering quality in all aspects of our service delivery and business practices.
Through on-going trainings, quality management sensitisation sessions, internal quality audits, capacity building workshops, management reviews, the staff members of the JCA are consistently educated on the quality standards set out in ISO 9001:2015. With employees being empowered with this knowledge base, the Agency is better equipped to align its processes, procedures, and business strategies with the requirements of the standard. To ensure compliance with standards, team members are often engaged in open dialogue to gather valuable insights and suggestions for enhancing our processes. By leveraging these inputs, processes have been streamlined to eradicate inefficiencies and to improve overall effectiveness.
This collaborative and proactive approach both contributed to the Agency receiving ISO 9001:2015 certification and the enhancement of its operational efficiency. The Jamaica Customs Agency, through a culture of quality, clear understanding of requirements, process evaluation, collaboration, and continual improvement, hopes to successfully maintain its commitment to service excellence.