Beyond Compliance Design of a Quality System : Tools and Templates for Integrating Auditing Perspectives by Janet Bautista Smith Robert Alvarez

Author:Janet Bautista Smith, Robert Alvarez
Language: eng
Format: epub
Publisher: ASQ Quality Press
Published: 2020-01-15T00:00:00+00:00

Scenario 3

Customer A has issued numerous complaints to its logistics service company regarding freight damages at the receiving point. The logistics company’s director of quality then coordinated an investigation that entailed a thorough review of the freight handling, starting from the point of pickup at the customer’s supplier to handling at the logistics company’s consolidation point. The study included the review of the common 6Ms of the process (listed below) at the touch points (pickup from supplier, consolidation of freight, and shipment):

• Material associated with the freight, such as supplier packaging

• Manpower, such as staff training on handling

• Method of handling

• Machines involved in the handling of freight, such as forklifts

• Mother nature/work environment

• Measurement of processes

From this scenario, it was concluded that the customer’s supplier changed the packaging material configuration of the freight (without notifying the customer), triggering the damages during transportation. This finding highlighted the added value of the logistics company’s evaluation, which helped resolve the customer issue. The PGW of the 6Ms as part of the continuing process evaluations will benefit the improvement program.

Download

Copyright Disclaimer:
This site does not store any files on its server. We only index and link to content provided by other sites. Please contact the content providers to delete copyright contents if any and email us, we'll remove relevant links or contents immediately.