Articles - Country’s Largest Logistics & Remittance Brand Gets Awarded ISO 9001:2015 Certification

Country’s Largest Logistics & Remittance Brand Gets Awarded ISO 9001:2015 Certification


Understanding customer needs and addressing them by providing clear, actionable solutions is critical to the success of any business. But even more so for companies in the courier and logistics industry.


For LBC Express, whose legacy is backed by 60 years of experience, this means focusing on quality. It’s not enough to get things done--as a heritage brand with a long-standing reputation of excellence, it’s important that LBC instills excellence  in everything they do.
To that end, LBC Express, the Philippine’s biggest express delivery service in the country is proud to announce that they have now been awarded the certificate of conformance for the latest version of the prestigious ISO 9001 standards.


The Road to Excellence


“We wanted to continue our journey of being world-class, which focuses a lot on quality. We’ve adopted the ISO 9001 framework to make sure that internally and externally, we’re ready to face any challenge and be prepared for any risk, and continuously improve our services,” says Marizza M. Bacabac, Senior Manager for Quality Excellence at LBC.


The ISO 9001:2015 certification is a sought after recognition that is based on a company’s ability to deliver strong quality management principles anchored on strong customer focus, leadership, engagement of stakeholders, process-based approach and continuous improvement. Being certified for seven straight years affirms LBC’s commitment to quality, to satisfy customer needs.


LBC started working towards earning this recognition back in 2010 in an attempt to highlight the brand’s focus on quality, reliability and customer satisfaction. Since then, LBC has successfully maintained the certification for seven years, where it has expanded towards other aspects of the business, including Corporate Solutions - Air and Sea freight, Retail Operations and  Remittance and Payment Solutions.


For 2017, LBC easily maintains the esteemed recognition, this time focusing on risk-based thinking.
“This was a shift from simple compliance to the typical set of policies and processes, towards taking a more forward-thinking approach focused on knowing and addressing the risk and opportunities that the business may face,” adds Bacabac. “Back then we started with just the corporate group. From there, we’ve now included critical parts of the entire company. And where focus was centered on process based operations, now this latest certification covers risks as well. This equips us to be more prepared, especially for external factors.”


Following LBC’s thrust for growth, the preparations included not just a single facet of the business but across Corporate Solutions services, select LBC branches in NCR, remittance and payment solutions, contact center, and headquarters. In addition, new concepts were introduced as part of the training where the system ensured that various teams understood its relevance for internal operations.
The entire process, which begins with educating team members, testing and internal quality audits and coordinating with key partners like ABS Quality Evaluations to test LBC Express’ new standards, takes about half a year to complete.
“We’re happy that LBC has evolved from the process based quality managed system into the risk space concept. We expect nothing less than LBC living up to its world-class reputation. Today, is certainly great evidence of the hard work that this team has put into this initiative,” adds James Chan of ABS Quality Evaluations who recently attended the LBC ISO 9001 Certification awarding ceremony.”


Ensuring a Future of Quality and Excellence


“We are extremely proud of our team and their efforts to transition from the processed-based approach towards the new risk-based certification. LBC’s core service advantage stems from being agile and this translated into our internal operations as well,” adds Javier Mantecon, Chief Marketing Officer of LBC.


The company’s visionis to ensure LBC lives up to the certification’s expectations, by consistently delivering the high quality service that they have committed to, in order to best serve its millions of customers across the globe.


“There’s no better proof of show of our commitment to quality than renewing our certification to ISO 9001. It highlights that we will always put our customers, shareholders, partners and suppliers, as well as employees and team members first,” ends Mantecon.