We Anticipate Moto  

About Our Quality
Control Program

 

Our highly structured and disciplined Quality Control Program is a key reason for our success.

Objective of Quality Control Program:

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.

  • Continually identify and monitor customer requirements and needs through surveys, evaluations and customer partnership programs.
  • Create flexibility in service that supports our customer’s performance objectives.
  • Create management teams that emphasize self-management and mutual monitoring of quality on all levels.
  • Define quality from the perspective of the customer.
  • Identify productivity metrics that emphasize effectiveness and efficiency.

About Our Current Program:

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 status information. 

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 systems.

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 of date-of-hire.

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.

CalCargo Client Meeting (18603 bytes)

A Disciplined Approach

We take a highly disciplined 
approach to ensuring we exceed our customers' performance standards.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Copyright 2008 CalCargo, Inc. All Rights Reserved.