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Pathfinder Limited
Pathfinder Limited founded in 2003 operates a cost effective parcel service in the UK, IRL, Europe, worldwide.
A worldwide on line internet operation is offered and the customer does not have to have an account. This internet system provides tracking data to support the major carriers utilised by Pathfinder Limited ensuring maximum service and rapid reactions to solving any logistical problems that may arise.
A warehouse pick, pack and distribution facility is available where storage and packing of customer’s product is a feature.
The specification requirements for product are defined by the customer and all products, with the exception of some packing materials, are supplied by the customer to the customer’s design.
As a result of the above scope the quality system at Pathfinder Limited is based around the international standard ISO9002:1994.
Quality Policy
The Quality Policy of Pathfinder Limited is to consistently meet and surpass the expectations of all customers involved in collection and delivery of a package.
Pathfinder Limited aims to offer the same levels of service to customers, irrelevant of size or volumes.
Pathfinder Limited has placed added emphasis on ad-hock users of the parcel industry. Providing them with the opportunity to tap into the same quality of service available to the big parcel distributors.
All our employees are responsible for the implementation of our quality system and for achieving levels of quality and service at all times.
Organisation
Responsibility and Authority
The Business Development Manager is responsible for the maintenance, improvement and updating of the Quality System and documentation.
As such General Manager is the management representative for Pathfinder Limited.
Business Development Manager |
Management Review
The management continuously reviews its progress through the Quality System to ensure optimum customer satisfaction is achieved through efficient processes.
At least two reviews per year are carried out to ensure the requirement of the company quality policies are being achieved.
These reviews are chaired by the Managing Directors and the following subject matters, at a minimum, are reviewed:
a- A review of the quality policy to ensure it still meets all requirements.
b- A review of the service standards provided.
c- A review of any customer complaints and the necessary corrective actions required and any associated improvement to the system.
d- A review of the quality system and it audits, both internal and external.
e- A review of any training needs and requirement.
f- A review of supplier’s performance.
Quality System
The Quality System has been implemented to support the quality policy and ensure that customer requirements are always met and improved upon whenever possible.
The system is made up of a Quality Manual (this manual) which has been developed to outline the overall system and company policies in relation to the international standard ISO 9002: 1994.
Supporting the quality manual is a number of procedures, which have been developed to cover all processes utilised.
1- Parcel Procedure
2- Pick and Pack Procedure
3- Storage Procedure
4- Problem Solving
5- Supporting Procedures
6- Sub-contractors
Quality Planning
Procedure |
Document |
Route |
Inspection |
Action |
Customer |
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Standard Form |
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Customer Enquiry
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Review with Customer |
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Accept
Decline |
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Computer |
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Set Up Accept File
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Planning |
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Contract |
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Computer |
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Finalise Precess
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Review |
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Raise Contract |
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Computer |
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Initial Order
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Review Documents Logistics |
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Modify if Necessary |
Schedule of procedure
1-3 |
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Purchases |
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Process Order Computer/factory
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Procidures
1-3 |
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Computer or Transport |
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Despatch Goods
Pick and pack or computer logistics
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Computer Analysis |
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Telephone Contract |
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Customer Liaison
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Check and resolve any problems |
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Corrective action |
Contract |
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Computer |
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Invoice
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Review accuracy |
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Corrective |
Contract Review
Enquiries
An assessment of all enquiries is made to ensure Pathfinder Limited can provide the services required at the most effective price.
The review in the first instance determines if the work is for works pick and pack operation or for the Logistics Parcel business.
Pick and Pack
A review is made of the size and volume of work, the packaging required to ensure that space/labour and materials are available.
Specific details of supplier’s product reviewed including catalogue information logistics.
The enquiry is reviewed to determine which parcel company is to be utilised and then details assessed by the parcel company selected.
Once the order is accepted a further review is made to ensure all requirements can be met.
Amendments and Changes to Contract
All contracts are reviewed at least once per year for price and content. A record of the new contract is maintained in the customers file
Design
The scope of this system excludes design.
Document and Data Control
General
All customer specifications and catalogue references are recorded within the customer files.
Document Control
All procedures and manuals are authorised and approved by the management representative and are assigned an issue number and date.
All standard documents and forms are controlled by date and issue number and stored on a computer master disk. Computer backing up process is carried out on a daily basis. A copy of the information is saved to the hard drive along with two zip copies, one of which is taken off site over night by the accounts manager.
All order documentation is stored for one year after order completion.
All records associated with service analysis customer complaints are held for a minimum of 5 years.
Sub-contractor Data
All data related to Sub-contractor Internet orders are received via e-mail and therefore saved automatically to an e-mail file. This e-mail file is saved to CD on a weekly basis. The e-mails are also saved on our main server for 5 days, which located in a separate building.
Website Alterations / Changes
Each time an adjustment of sizable concern is made to the Sub-contractor website a fresh proposal is drawn and kept on record as a hard copy.
Purchasing - packaging materials
Suppliers are selected on their ability to meet the quality system and assurance requirements of Pathfinder Limited. Suppliers are graded on service performance.
Assessment of the suppliers is by the Business Development Manager who holds a list of approved suppliers.
Orders
All purchase orders are approved either by the Managing Directors, the General Manager, the Business Development Manager or the Accounts Manager, these are raised from a purchase order book.
Goods In
Goods inward are checked against the order and any shortfall or error reported back to the supplier and the invoice changed to reflect it.
Purchases and product provided by customer
These materials are treated in the same manner as materials purchased for packaging and are specifically identified through the customer’s marking and cataloguing systems.
Product Identification and Trace ability
All parcels are identified by a unique bar coded sticker, which provides full details of logistic data to allow traceability to be made in the case of loss or damage.
Sub-contractor email Identification and Trace ability
Any email originating from the Sub-contractor website has a unique reference in the subject field to allow quick any easy customer liaisons. The subject references are as follows:
a- SUBXXXXC (Basic website order paid on credit card)
b- SUBXXXXA (Account customer website order)
c- SUBXXXXW (Website query)
d- SUBXXXXQ (International delivery quotation)
Process Control
Procedures are available for all processes in both office and factory. One master copy is available of the Quality Manual/procedures and one disk back up copy is held by the Management Representative. Preventive maintenance is carried out on lifts, forklift trucks and the packing machine to ensure continuing performance capability is achieved.
Inspection and Testing
Purchase materials for storage and packing/shipping are monitored to ensure they meet purchase order specifications.
During storage, packaging and despatch all employees are responsible for inspecting and checking their own work.
Any non-conforming material is isolated and scrapped before being replaced.
Control of Measuring Equipment
There is no measuring or weighing equipment utilised, hence there is no requirement for calibration.
Non-conforming material/Corrective and Preventive Action
Any non-conforming material is recorded and replaced. Any concessions for non-compliance are applied for and agreed direct with the customer. All data on non-compliance is reviewed for corrective and preventive action.
All internal improvements and corrective actions are recorded in a logbook which also lists specific customer complaints.
Service Analysis
An assessment of service performance is carried out each month to ensure service standards are maintained.
Customer Complaints
Customer complaints and queries regarding misplaced or damaged parcels are handled through the problem solving process, along with late failed collections and late deliveries.
All complaints are filed into various categories on the computer system and collated by the management representative. Customer complaint trends are reviewed by the Business Development Manager monthly and at the management review meetings.
Handling, Storage, Packaging
All materials are identified and stored in a manner to provide ease of access and avoid damage.
These materials are either packaging materials or customer supplied goods.
Control of Quality Records
All quality records are collected and filed either through hard copy or key computer disks.
These records are maintained and archived where necessary being held for 5 years.
Internal Quality Audits
Quality audits are affected on all procedures at least once per year according to an audit plan.
The audits are affected by an external auditor utilising standard checklists and audit reports.
The results of audits are reviewed initially by the Management Representative at the time of audit and at the management review meetings.
Training
Training matrices are available for all employees. These documents are the skills necessary for each employee and provide all means of identifying training requirements.
Statistical Techniques
These are utilised in the analysis of data associated with misplaced goods/parcels with key customers. The resultant analysis is reviewed for possible corrective action which may be necessary to improve systems or procedures.
An analysis of both service compliance and customer complaint trends is assessed by the Management Representative on an ongoing basis and at the management review meetings.
Invoice Acticvity
From the computer data, a monthly analysis of all invoices, for each company is assessed. This assessment is made to analyse any invoicing trends for each company and to ensure all invoicing has been effected.
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Copyright 2010, PATHFINDER All Rights Reserved. |
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