Palsgaard's quality management system is built on the ISO 9001 platform, a certification we have maintained for many years. The system was upgraded in 2011, and our operations are certified according to FSSC 22000, which includes ISO 22000.
Over the years, Palsgaard's internal audit system has provided a great number of benefits. Around 10 percent of our employees in Denmark across various departments have been trained as internal ISO 9001 and ISO 22000 auditors. This enthusiastic team provides a continuous flow of ideas for quality and efficiency improvements, which are then passed on during management reviews.
Palsgaard is constantly focused on making internal improvements. Management Reviews, hosted by the Board of Directors, take place three times a year, where performance statistics gathered since the last review are presented and analysed against our quality objectives. These include product quality, order confirmation time, delivery time, number of customer complaints, raw material quality and delivery time, results from verification analyses, food safety issues and supplier errors. Results from internal audits and non-conformity reports are also presented. The Board of Directors then decides on new strategies and initiatives for continued improvement - these are systematically filed for review at the next meeting.
Our customers' satisfaction is close to the heart of everyone at Palsgaard, and a number of surveys have shown that this is a real strength for our company. We conduct surveys every second year with very positive results. Particularly high scores are awarded to our product quality, product documentation, delivery quality, ordering procedure and the attitude of our 'heart working' staff.
Food safety is, of course, a central issue in our management system, requiring the systematic approach laid out in the HACCP principles. Our Prerequisite Program meets the requirements of FSSC 22000, which includes ISO/TS 22002-1. An inter-organisational team, as well as a number of subgroups created to offer expertise on raw materials, production processes and quality, technical supplies, transportation/storage, and product specifications and their application, supports the Quality Coordinator in all food safety aspects.
All of these elements are integrated in a single quality management system, including all policies and objectives, procedures, work instructions, and registration forms, all of which are made readily available to our employees in electronic form.