In November 2000, Arnaldo C. Castro S.A. achieved the first certification in quality management by certifying the ISO9000 standard. Since then, it has formalised a process of continuous improvement, aimed at guaranteeing a homogeneous level of service for all its customers for more than 15 years.
Adriana Delgado, Management Systems Manager, who led the Certification project, explained that the standard led the company to standardise all internal processes and procedures and to have metrics and indicators for each of the processes and services.
Applying the standards allows us to order, to estimate non-quality costs, to be much more efficient, to have a verifiable quality policy, a uniform vision and univocal answers. In other words, to operate in a virtuous cycle called "continuous improvement", generating value for our clients in all agreed activities and at the agreed service levels (SLA).
Heber Assaf, Director of Services, who is also responsible for the project, said that this year there was an update to the standard, the ISO 9001:2015. This version adds a very interesting element, which is risk analysis, "risk management", which is how the risk of the core processes is managed, or in other words, how scenarios can be considered and anticipated, to be able to create preventive measures before they occur.
The areas involved in the project, which certified a total of eight processes vital to the business, were Support Services, Professional Services and Financial Services, all working under the same management policy, oriented towards quality and continuous improvement.
One more level: new ISO/IEC 20.000:2011 certification
At the same time, and for the IT Personnel Outsourcing Services Management area, the company was certified in the ISO/IEC 20.000:2011 standard, making it one of the first companies in Uruguay to achieve this certification.
This standard ensures the continuity of the Services. That is, through a contingency package for each of the elements involved in the area, the company is able to ensure that the contracted service will always be available, as well as the previously agreed response times.
For Gustavo De León, Director of Arnaldo C. Castro S.A., the company's mission is to guarantee the best capabilities and experiences for all its clients and in that spirit, these certifications are necessary to maintain our position as the leading IT organisation in the market and the region.
According to Assaf, the next step in this policy, which the company formalised with the first certification, is to also make the Storage Technology Service ISO/IEC 20.000:2011 compliant.
He added that the ISO 9001:2015 recertification and this new ISO/IEC 20.000:2011 Certification complement each other, as the company guarantees the same level of quality and service and in turn, ensures the continuity of all these Services.
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