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MedBen defines quality as the ability
to consistently meet customer expectations. To this end, we decided to do
something highly unusual in the benefits business – we adopted the ISO quality
management system. And even more rare in our industry, MedBen achieved ISO
9001 Certification.
We are proud to be among the first benefit companies in the world to earn ISO
9001 Certification, and even more excited about the service improvements that
have resulted. ISO provides an objective way to measure quality throughout an
organization – underscored by an intense focus on customer satisfaction.
Cara Delcher directs MedBen’s quality systems program. Each department follows
documented work processes and monitors quality metrics to ensure they are
meeting stated goals. These metrics are reported monthly and reviewed by our
senior management team.
Every MedBen client has the opportunity to complete an annual Client
Satisfaction Survey. These surveys are compiled and reviewed by management on a
quarterly basis. Process-related items are followed up on as part of our ISO
quality improvement initiative, while individual items are followed up on immediately
with the client who submitted the survey.
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