Quality Management Services in Transport and Logistics


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Introduction:

This course provides participants with a comprehensive understanding of quality management principles and practices in the transport and logistics industry. Participants will learn how to implement quality management systems, standards, and methodologies to enhance service quality, efficiency, and customer satisfaction. Through a combination of theoretical concepts, case studies, practical exercises, and interactive discussions, participants will develop the knowledge and skills necessary to lead quality improvement initiatives and ensure continuous quality enhancement in transport and logistics services.

Duration:

5 days

Target Audience:

Quality managers, operations managers, logistics managers, customer service managers, compliance officers.


Course Level:

Course Objectives:

Upon completion of this course, participants will be able to:

  • Understand the principles and concepts of quality management in the transport and logistics industry.
  • Implement quality management systems, standards, and methodologies to improve service quality and performance.
  • Identify and analyze quality issues and opportunities for improvement in transport and logistics services.
  • Develop quality management plans, processes, and procedures tailored to the specific needs of transport and logistics operations.
  • Utilize quality tools and techniques to measure, monitor, and control service quality and performance.
  • Foster a culture of quality and continuous improvement within the organization, involving stakeholders at all levels.
  • Ensure compliance with regulatory requirements and industry standards related to quality management in transport and logistics.

Course Outline

Module 1: Introduction to Quality Management in Transport and Logistics

  • Overview of quality management principles and concepts
  • Importance of quality management in the transport and logistics industry
  • Quality management standards and frameworks (ISO 9001, Six Sigma, Lean)
  • Implementing a quality management system (QMS) in transport and logistics
  • Quality policy, objectives, and documentation requirements
  • Case studies: Successful implementation of QMS in transport and logistics companies

Module 2: Quality Planning and Process Improvement

  • Developing a quality management plan for transport and logistics services
  • Process mapping and analysis techniques
  • Identifying quality objectives and key performance indicators (KPIs)
  • Implementing process improvement methodologies (Six Sigma, Lean)
  • Root cause analysis and corrective/preventive actions
  • Practical exercises: Process mapping and improvement simulations

Module 3: Quality Assurance and Control

  • Quality assurance vs. quality control in transport and logistics
  • Establishing quality control measures and procedures
  • Statistical process control (SPC) techniques
  • Implementing quality audits and inspections
  • Supplier quality management and vendor evaluation
  • Case studies: Quality control best practices in transport and logistics

Module 4: Customer Focus and Service Quality

  • Understanding customer expectations and requirements
  • Developing customer-focused quality objectives
  • Service quality measurement and customer feedback mechanisms
  • Implementing customer satisfaction surveys and feedback systems
  • Handling customer complaints and resolving issues
  • Practical exercises: Developing customer-focused quality improvement initiatives

Module 5: Continuous Improvement and Performance Evaluation

  • Principles of continuous improvement in transport and logistics
  • Setting up a continuous improvement framework
  • Performance measurement and evaluation techniques
  • Analyzing performance data and trends
  • Reviewing and updating the quality management system
  • Course review, feedback, and closing remarks

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