ISO 9001 refers to a series of universal standards that define a “Quality Management System” developed by the International Organization for Standardization (ISO) and adopted in 90 countries around the world.  National standards representatives from more than 100 countries comprise the ISO.

To achieve ISO 9001 registration, a company must provide evidence that its “Quality Management System” meets ISO requirements, as verified by a third party registration agency.  The “Quality Assurance System,” not the product or service itself, achieves the registration.  An ISO 9001 registration says to clients:  “This Company has a system in place to insure that any product or service it sells will consistently meet international standards of quality.”

In broad terms, ISO 9001 registration requires a company to design and implement a quality system that complies with the ISO 9001 standard.  This Quality Assurance System must include a quality plan, work instructions for each employee, plans to prevent problems from recurring, a matrix for employee training and precise records to prove all such processes are effective. Once this quality system is in play, the registered company must follow the quality assurance plan exactly as documented.

Having the ISO 9001 registration drives and changes a company to adhere to a systematic method of management and work.

PFI & ISO 9001

Proctor Financial, Inc. obtained ISO registration for the servicing of lender placed insurance in 2011 and has expanded the scope of the registration to include claims in 2013. This demonstrates that an entity outside of its own ranks, a third party registrar, recognizes the quality of PFI’s work.  Similar to the goal of ISO, PFI aims to provide clients consistent products and services, and continually improved customer satisfaction – all while meeting client statutory and regulatory requirements.

ISO 9001 Importance to Clients

Seeking and gaining the ISO 9001:2008 registration shows the dedication to efficient processes and continuous improvement supported by PFI’s Senior Management toward clients.  Senior Management has committed to monitor, control and improve the quality of work performed by PFI’s employees in order to meet and exceed service level metrics that have been established. It signifies that PFI has implemented a quality assurance system that addresses client satisfaction and the perception of quality its clients expect.

The ISO registration means that clients’ feedback helps PFI continually enhance services. PFI encourages clients to provide assessments about the quality of its work by initiating a CAR (Corrective Action Report).  To simplify this process, visit www.pfic.com/feedback to complete the required fields on the Feedback Form to begin the CAR process.

For questions regarding PFI’s ISO 9001 registration or Feedback Form, please feel free to contact: