I wish we were perfect but 20 years of being in business has taught me that things will go wrong. However many checks and balances are put in place, sometimes a combination of events will mean that a bug in our software impacts a customer.
So, we have a process that we follow. Our hard-earned ISO9001 certification means that we have documented processes which enable us to contact the customer(s) affected, back-track to find out when the problem occurred, resolve any data issues, resolve the underlying cause, and then report back. We also discuss any such issues at our next ISO9001 certification visit.
We've just had one such issue. When we analysed the problem, we found that fewer than 50 fibre analysis records across the millions of records captured and analysed in Alpha Tracker were found to be faulty because of a software bug. 50 is 50 too many of course!
A detailed piece of work to find the root cause and fix it is now complete and we've contacted and apologised to all affected customers.
Onwards and upwards!
PS congratulations to Darroch McCartney at our Alpha Tracker client ABS for their recent ISO9001 success, it was his LinkedIn post that prompted me to write this article about our own ISO9001 activity!