Our highly structured and disciplined Quality Control Program is a key
reason for our success.
To deliver service that consistently meets our customers' highest standards
of excellence. To that end, we developed and implemented the following
Quality Control Program strategies.
We have refined and standardized our approach to quality
control and have established the following multi-phase process. With
each of our customers, we use this process to guarantee our quality assurance
has been both effective and efficient. Although all customers
have different service performance requirements and standards, they all
revolve around the same issues, namely on-time pickup and delivery, completing
shipments/deliveries without damage, flexible operating hours, proper
completion of all shipping related documents, and supplying timely shipment
Step 1. With each customer, define the customer's
required performance standards.
Step 2: Meet with key operations and customer service
personnel to review these standards and to initiate Step 3.
Step 3: Develop a package of specific operational
and customer service systems and procedures to support and ensure the
achievement of the customer’s requirements. These include, but
are not limited to, dispatching, materials handling and order processing
Step 4: In conjunction with our (and the customer’s)
MIS department, select and apply the appropriate technology and information
systems to support the customer’s performance objectives (e.g.,
driver communication systems, bar-code scanning, EDI transmissions
and computer generated performance and exception reports).
Step 5: Develop and implement a specific training
program for all personnel involved in servicing the customer. This
includes formal classroom training developed and conducted by our training
department. New employees are to receive this training within 30 days
Step 6: During the startup phase, the VP of Operations
and the Quality Supervisor are to observe the initial operations and
run daily performance and exception reports. Weekly meetings including
all key personnel are then to be conducted to review the reports
and discuss the observations. Joint recommendations for systems improvements
are to be made, and if accepted, implemented.
Step 7: Also during start-up, key CalCargo personnel
are to visit the customer’s shipping/receiving locations to determine
the perceived quality of our service and to correct any service issues.
Step 8: Monthly performance reports, including all
service standards, are to be prepared and distributed during one of
the weekly Managers’ Meetings. The group is then to make recommendations
and help develop solutions to service failures or to improve service.
Step 9: Schedule periodic meetings with the customer
to jointly review our performance, receive formalized feedback, and develop
joint recommendations for service, cost and technology improvements.