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Kgomotso Ntsoko

Manager: Quality Systems


The Quality Management Systems unit provides

Strategic and operational support and alignment of the merSETA processes, policies and systems to the organisational wide strategic goals and objectives.

The merSETA is ISO 9001:2008 quality standard. It is the responsibility of the unit to ensure that the merSETA complies with ISO 9001:2008 standard. The merSETA was certified to the quality system since August 2009 until present. This achievement continues to highlight the merSETA’s unwavering commitment to providing an excellent quality service to our stakeholders.

The merSETA is currently undergoing a process to align the organisation wide quality system to the requirements of the revised Quality Management System standard (ISO 9001:2015). This is critical to ensure that the merSETA continues to strive to be innovative, incorporate a risk based thinking, provide improved services to stakeholders, and continuous improvement of business requirements and activities.

As part of merSETA commitment to offering quality service to its stakeholders,

The merSETA runs the annual stakeholder surveys as well as stakeholder experience management online tool through which stakeholders are able to provide real-time service experience feedback. These two platforms provide data that forms part of an on-going Stakeholder Experience Management (SEM) Framework.

The unit is responsible for ensuring stakeholder satisfaction which has always been the focus of merSETA, as such the organisation has implemented a complaints, compliments and suggestions management platforms. These platforms assist in responding effectively to stakeholder matters across the various platforms that may arise from service delivery.

merSETA stakeholders are welcome to provide service related feedback as per below:

Any recent service experience with the merSETA may be brought to the attention of the merSETA through the stakeholder tab accessible from: (Stakeholder Feedback)