TQM CONSULTANTS CO. LIMITED

Case Sharing 

AEON Credit Service (Asia) Co., Ltd.

Industry: Finance

Services: ISO Management System, LEAN/ BPI Standards

ISO-related Projects

AEON Credit Service (Asia) Co., Ltd. (AEON) is a subsidiary of AEON Credit Service Co., Ltd. and a member of the AEON Group. It is a publicly traded company in the Hong Kong Exchanges and Clearing Limited with a huge service network. The Company's principal activity is the provision of consumer credit finance services which include issuance of credit cards, vehicle financing, hire purchase financing and personal loan financing.

 

In order to improve products and service quality, enhance information security, and achieve goals of customer satisfaction, AEON invited TQM to establish ISO 9001, ISO 27001 and ISO 10002 Systems.

 

Project Scope

  • Provide gap analysis according to AEON’s existing system and procedures, design, establish and implement ISO 9001 and ISO 10002 and upgrade BS 7799 to ISO 27001, provide guideline and solutions in line with AEON’s actual conditions, streamline and improve non-value adding activities

  • Enrich and modify related documents of the three systems, assist and provide coaching and training during implementation

  • Provide support on internal, mock and formal audit

 

Achievements

  • Successfully achieved ISO 9001, ISO 27001 and ISO 10002 certifications

  • Enhanced information security and increased the security level of credit card transactions

  • Gained customer confidence and enhanced total customer satisfaction

  • Enhanced product & service quality

  • Improved company image

 

Other Projects

AEON Credit Service (Asia) Co., Ltd. (AEON) is a Fortune Global 500 company in consumer finance services including personal loan financing, vehicle financing, hire purchase financing and credit cards issuance. In Hong Kong and Mainland China, AEON’s network spreads out to 783,000 ATM accesses.

Project Scope

  • Carry out an in-depth analysis AEON’s business operational model, identify the strengths, weaknesses, potential threats and opportunities for improvements

  • Re-design AEON’s operational workflow and provide solutions for increasing the operational efficiency and effectiveness, information security control, and customer satisfaction level

  • Provide training and coaching to AEON’s management, supervisors, back office and frontline staff alike, in order to enable success and effective implementation of the solutions and the improved workflow  

  • Ensure continual improvements in various perspectives

 

Achievements

  • Improved the effectiveness and productivity of AEON’s manpower and resources

  • Enhanced the service reliability

  • Achieved total customer satisfaction

  • Enabled an improved integrated system performance in handling large amount of clients’ data and transactions (In 2014, AEON has an expanded network in different provinces of PRC, and is capable of managing 30 types of credit cards effectively, efficiently, and with customer confidence in integrity, accuracy, confidentiality and privacy)

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