1. Detroit Regional Integrated Logistics Center QUALITY ASSURANCE LINC’s Quality System and Introduction to ISO 9002

2. What are the quality services we provide? Logistics Solutions for DaimlerChrysler Freight crossdocking Returnable Container management Transportation service Based on Just-In-Time operations

3. DRILC Suppliers DaimlerChrysler Plants DaimlerChrysler sends returnable containers back to the DRILC for processing and sorting DRILC ships freight by plant Suppliers ship freight to DRILC -- MILKRUN ROUTES DRILC ships returnable containers back to the suppliers Detroit Regional Integrated Logistics Center

4. So, what’s Quality?? “Quality is a Habit” - Aristotle Intuitively, Quality is the characteristic of “things well done”, but most importantly it is the conscientious desire to continually improve, to strive for excellence Customers expect Quality in the products and services they buy --- and it’s Quality that gains Customers’ loyalty Definition of Quality: “Meeting the Customer’s needs and expectations every time through clearly defined requirements, agreed by both Customer and Supplier.”

5. How do we achieve Quality? Designing a Quality System Controlling our processes Being proactive not reactive Continually reviewing and improving what we do organizes the functions to control the quality of products and services the quality of the process is a tool to guarantee the quality of the outcome we can exceed the Customer’s expectations if we think ahead there will always be a need for continuous improvement, and there will always be business operations that can improve The rules and principles on which to base a Quality Management System are set by the International Standard ISO 9001/2

6. A series of rules and principles that outline the requirements of a Quality System. It leads a company to:  document all its key processes - What we do  perform processes as documented - We do what we say we do  identify and take corrective actions - When we don’t do what we say we do  continuously improve work processes - When we find a better way Certification is the external approval of the integrity of the quality of our services, and it provides a tool to look at what we do with a critical eye to aim for excellence, because ….. Customer satisfaction is the true measure of Quality What’s ISO 9000?

7. MISSION STATEMENT OUR EXPERIENCED TEAM IS DEDICATED TO PROVIDING COMPETITIVE LOGISTICS SOLUTIONS BASED UPON LONG-TERM PARTNERSHIPS, QUALITY SERVICES AND MUTUAL TRUST.

8. How does the Standard work? Continuous Surveillance (internal and external) Continuous Improvement External Assessment Assesses entire system against standard. Recommends registration. Internal Audit Verifies that you do what you say Implementation and Operation Do what you say Documentation Say what you should do ISO Standards Tell you what is required.

9. DRILC ISO Facts First external assessment in July 1998 which lead to ISO 9002 Certified (no design activities) First external surveillance audit July 1999 Certification renewed for 1999-2000 Goal for the future: “To achieve effective implementation of the Quality System for continuous improvement and higher Customer satisfaction”

10. Documentation and Tools Quality Manual Procedures Manual Work Instructions Internal Audits Describes LINC’s Quality Policy and makes reference to the clauses of the ISO standard Defines the key processes affecting quality --- it’s how we do things. Detailed instructions on how to perform specific tasks To verify that we are following our documented procedures. Audits are an opportunity to evaluate how we conduct business and a source of suggestions and improvements.