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Quality

Product Overview

Expeditors' commitment to 100% Customer Satisfaction 100% of the time is ensured through our Quality Management System developed around the concept of Document, Measure, Analyze, and Improve. These quality processes include:

  • Documented Work Processes
  • Documented Corrective/Preventative Action Process
  • Effective Problem Solving and Root Cause Analysis
  • Quality Service Measurements based on Customer Requirements
  • Customer Satisfaction Measurements
  • Vendor Performance Evaluations

These processes are in place throughout all Expeditors’ offices globally and monitored through our Corporate Global Business Processes department. Executive Management conducts regular reviews of the effectiveness of the Quality process.

Document

Documented procedures, covering all operational processes are created and published by Operational Process Standards teams are cross regional, made up of product specialists from throughout Expeditors.

To ensure our customers continue to receive the highest level of service, annual Operational Performance Assesments are completed at all Expeditors' branches for each product we offer. Each branch must pass a high standard of compliance to local and corporate Operational Process Standards, as well as customer specific Standard Operating Procedures (SOP's).

Expeditors is ISO9001-2000 certified in North America, Europe, South Africa and Asia. Strict ISO audits are conducted yearly to ensure continued certification. These audits, along with our internal audits, result in our customers receiving the highest level of service.

Expeditors' internal measurement process is known as EXCEL. It is a series of key performance indicators (KPI's) which include elements such as data integrity and on-time performance, as well as formalized service evaluations with both our customers and vendors. These key performance indicators tie directly to our customer's expectations and internal operational processes globally.

Vendor evaluations are completed locally and further reviewed with carriers during global service reviews. Best practices are shared and each carrier is encouraged to meet and exceed "best in class" performance.

Analyze

Customer satisfaction data is tracked and trended on the local and corporate level.

Expeditors is able to effectively analyze all data and make process improvements targeted at specific operational areas by using the results of branch Operational Performance Assessments, EXCEL results, the Improvment Opportunity Database, Customer reviews and External ISO Certification Audits.

Improve

When an area for process improvement is identified, a team is formed to utilize the Effective Problem Solving Methodology. This standardized system for process improvements assists the teams to identify root causes, develop solutions and measure effectiveness.

Once process improvements have been implemented, the process of Documenting, Measuring, Analyzing and Improving continues.