Detroit Regional Integrated Logistics

Center QUALITY ASSURANCE

LINC’s Quality System and Introduction to ISO 9002

What are the quality services we provide?

• Logistics Solutions for DaimlerChrysler

• Freight crossdocking

• Returnable Container management

• Transportation serviceBased on Just-In-Time

operations

DRILC

Suppliers

DaimlerChrysler Plants

DaimlerChrysler sends returnable containers back to the DRILC for processing and sorting

DRILC ships

freight by plant

Suppliers ship freight to DRILC --

MILKRUN ROUTES

DRILC ships returnable containers back to the suppliers

Detroit Regional Integrated Logistics Center

So, what’s Quality??• “Quality is a Habit” - Aristotle

• Intuitively, Quality is the characteristic of “things well done”, but most importantly it is the conscientious desire to continually improve, to strive for excellence

• Customers expect Quality in the products and services they buy --- and it’s Quality that gains Customers’ loyalty

• Definition of Quality: “Meeting the Customer’s needs and expectations every time through clearly defined requirements, agreed by both Customer and Supplier.”

How do we achieve Quality?

• Designing a Quality System

• Controlling our processes

• Being proactive not reactive

• Continually reviewing and improving what we do

organizes the functions to control the quality of products and services

the quality of the process is a tool to guarantee the quality of the outcome

we can exceed the Customer’s expectations if we think ahead

there will always be a need for continuous improvement, and there will always be business operations that can improve

The rules and principles on which to base a Quality

Management System are set by the International Standard ISO

9001/2

A series of rules and principles that outline the requirements of a Quality System. It leads a company to:

document all its key processes - What we doperform processes as documented - We do what we say we doidentify and take corrective actions - When we don’t do what we say we docontinuously improve work processes - When we find a better way

Certification is the external approval of the integrity of the quality of our services, and it provides a tool to look at what we do with a critical eye to aim for excellence, because

….. Customer satisfaction is the true measure of Quality

What’s ISO 9000?

MISSION STATEMENT

OUR EXPERIENCED TEAM IS DEDICATED TO PROVIDING COMPETITIVE LOGISTICS SOLUTIONS

BASED UPON LONG-TERM PARTNERSHIPS, QUALITY SERVICES AND MUTUAL TRUST.

How does the Standard work?

Continuous Surveillance(internal and external)Continuous Improvement

External AssessmentAssesses entire system againststandard. Recommends registration.

Internal AuditVerifies that you do what you say

Implementation and OperationDo what you say

DocumentationSay what you should do

ISO StandardsTell you what is required.

DRILC ISO Facts

• First external assessment in July 1998 which lead to• ISO 9002 Certified (no design activities)• First external surveillance audit July 1999• Certification renewed for 1999-2000

Goal for the future: “To achieve effective implementation of the Quality

System for continuous improvement and higher Customer satisfaction”

Documentation and Tools

• Quality Manual

• Procedures Manual

• Work Instructions

• Internal Audits

• Describes LINC’s Quality Policy and makes reference to the clauses of the ISO standard

• Defines the key processes affecting quality --- it’s how we do things.

• Detailed instructions on how to perform specific tasks

• To verify that we are following our documented procedures. Audits are an opportunity to evaluate how we conduct business and a source of suggestions and improvements.