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Benchmark Certificate (PDF)
Certificate Number 1717 Benchmark Certification (Australia)
In March 2003, Paradigm Software Pty. Ltd. was successfully
third party audited to the standard ISO9001:2000 by
Benchmark Certification. Below are some comments made
by the auditor (Jeff E. Ryall M.B.A., B.Met, ASQ-CQE,
FQSA (CPD),SMASQ QSA Senior Auditor 6570) in his written
report.
Certification Scope:
The development, production, distribution and
technical support of software, and provision of user
training and consultation
Audit Executive Summary
“A business review of the Quality Management
System at Paradigm Software, to the requirements of
ISO9001:2000, was conducted. The management system
has been in place for some time. It is risk based
and therefore focused on managing business processes
effectively. It is highly focused on achieving customer
outcomes and the efficiency with which the organization
is able to produce product which is well accepted
in the market place validates the effectiveness of
the system. The Paradigm II software product which
the company develops and markets is used to manage
the company’s own processes. This has created
a considerable control of the business processes and
the audit has confirmed the effectiveness of this.
The product has enabled the company to maintain a
high level of customer driven process activity and
this has been verified during the audit.
Unusually no improvement requests have been raised.
The audit has demonstrated the effectiveness of the
system and its compliance with the Standard and the
software Paradigm II has been integral to the control
and auditability of the management system.”
Specific Report Extracts
Customer Satisfaction clause 8.2.1
Customer satisfaction activities have been undertaken
for approximately four years in structured formats.
This was started in 1999 when a customer survey was
conducted by a visiting academic. The outcomes of
this survey were incorporated into the design of the
new Paradigm product as improvements.
Since then various means of determining customer
satisfaction have been applied:
- Customer calls that are categorised and analysed
in the monthly reports
- Feedback from emails that are sent out when
there is an upgrade
- Visits to key customers – results are
documented in monthly reports
- Testimonial letters
- The feedback from references
- User group feedback
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