After two years of rigorous preparations, the Philippine Amusement and Gaming Corporation (PAGCOR) successfully clinched the much-coveted International Organization for Standardization (ISO) 9001:2008 Certification for Quality Management System (QMS).

The certification covers the Quality Management System for PAGCOR’s Corporate Departments and Casino Filipino (CF) Tagaytay (the pilot casino branch).

PAGCOR Chairman and CEO Andrea Domingo said being ISO 9001:2008 certified is a huge milestone in the existence of the state-run gaming firm’s over three-decade history. “PAGCOR is now at par with other countries in terms of international standard quality management systems and practices,” she said.

With the certification, Domingo added that PAGCOR can continually improve its processes through a framework that will help the agency effectively implement its policies and quality objectives.

“We always wanted to have a gauge on how we do things such as our problem solving capabilities because we are on a 24-hour, seven days a week operations. We operate 46 stations and properties and we manage, monitor and regulate 11 big integrated resorts and casinos. It’s very important for us that we pass international standards for management and good governance. Now we are the only ISO 9001:2008 certified casino in Asia and one of two worldwide,” she said.

Domingo noted that having PAGCOR’s quality management system in place means that they can effectively meet customers’ expectations and ensure customer satisfaction. “It also underscores the important role of each PAGCOR employee in fulfilling the agency’s objectives and role in nation-building,” she emphasized.

PAGCOR’s ISO 9001:2008 certification was awarded by third party certifying body Societe Generale de Surveillance (SGS)the world’s leading inspection, verification, testing and certification company.

ISO 9001:2008 is based on eight quality management principles which include customer focus, leadership, involvement of people, process approach, system approach, continual improvement, fact-based decision-making and mutually beneficial supplier relationships.

According to SGS Managing Director Ariel Miranda, a company that is ISO 9001:2008 certified is able to demonstrate consistent levels of service quality.

“Nowadays, many corporations and organizations around the globe are already certified under ISO 9001 so it becomes the norm. If you don’t have the ISO 9001, you don’t have the competitive advantage. It also shows that the organization follows internationally recognized quality management principles,” he explained.

Miranda also noted that ISO certification is advantageous to a company as far as internal processes are concerned. “Having a certification means there will be progress. There will be improved productivity and quality, increase in customer satisfaction and increase in growth in terms of revenue, employee morale and motivation,” he said.

PAGCOR’s QMS specifically focuses on continuous improvement and standardization of processes, consistency of implementation of policies and guidelines, and documentation. After being ISO 9001:2008 certified, PAGCOR plans to level-up by transitioning to ISO 9001:2015 before September 2018.

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