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  1. LCC Receives ISO 9001:2008 Quality Management System Certification
    26 May 2015

      Lekki Concession Company Limited (LCC), the concessionaire of the Eti-Osa Lekki-Epe Toll road, has been officially certified to ISO 9001:2008 Quality Management System (QMS) by the Standard Organisation of Nigeria (SON). By achieving certification, LCC has further reinforced its commitment to customer satisfaction and continuous improvement. “Our company has always worked to document our procedures and policies; however, going through the process to become ISO 9001 certified helped us to implement accountability to our staff. The certification helped us solidify how we look at our procedures and put in place regular monitoring to constantly improve customer satisfaction which of course helps us live up to our Quality Management Policy. This also reinforces our vision to provide high quality road infrastructure and related services along the Eti-Osa-Lekki-Epe Expressway and to be recognized as the pioneer for change in the way road infrastructure is delivered throughout Nigeria.  This has led to the provision of various services to ensure LCC operates and manages the road in a way that delivers real utility to road users, especially as it relates to their convenience when using the road; the improved speed and predictability of their journey times; and their safety,” said Yomi Omomuwasan, MD/CEO of LCC.

      The demands for customer satisfaction and continuous improvement outlined in the ISO 9001 standard have helped close the gaps in LCC’s processes. This has also helped to foster good relationship with various host communities, continually improving the effectiveness of the Road System and improving efficiency across all areas of our business and improving customer satisfaction. Systems developed to measure quantifiable data in this area are seen to be in place. “Through our regular meetings and monitoring of this data we are able to truly measure our customer satisfaction improvement by effectively resolving customer complaints and maintaining a high level of customer satisfaction.” said Omomuwasan.   

      As part of its commitment to improve road users driving experience, LCC has been providing a suite of complementary 24/7 Convenience Services. LCC formally launched its Incident management services in October 2009. The Incident Management service is a 24 hour, 7 days a week and 365 days a year complementary service for users of the Eti-Osa-Lekki-Epe Expressway.  LCC has provided a Toll free Customer Service Helpline, where its friendly and efficient customer service representatives are available to assist in the event of vehicle breakdown.

      Since inception, LCC’s highly motivated and professionally trained team of Route Patrol officers have assisted over 17,500 motorists with routine problems such as water (overheating), fuel, jump-starts,  AA assisted tow truck services and Ambulance service. This is a complementary service offered to road users; hence, the Route Patrol Officers do not accept payment or tips for rendering assistance to motorists in need. The complimentary Breakdown/tow assistance could save you up to N50, 000 in a single incident.  The vast majority of road users that have already benefited from this service expressed astonishment and delight when the route patrol officers decline to accept payment from them for providing them with the service at their time of need. 

      As is the theory behind what the International Organization for Standardization (ISO) does, when companies around the world adopt a standardized way of doing business, customers are guaranteed a higher level of quality. LCC has assured its customers that it would not rest on its laurels and is committed to continuous improvement in its services and processes.





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LCC Receives ISO 9001:2008 Quality Management System Certification
26 May 2015
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