The goal of the company’s Quality Assurance initiative is to provide customers with an enjoyable experience when using our global logistics services and engaging with any point of contact at AIT. The organization strives for this goal with a systematic approach to internal processes that emphasizes standardization, documentation and constant monitoring to ensure compliance and enable continuous improvement.
AIT’s comprehensive approach to Quality Assurance incorporates three major programs:
- Quality Management System (QMS)
- Corrective and Preventive Action (CAPA)
- Quality Satisfaction Index (QSI)
Quality Management System
AIT’s QMS defines, measures and helps improve the service provided to our customers. Utilizing ISO best practices and Six Sigma techniques, the disciplined, data-driven methodology is designed to quickly identify defects in any process. The QMS is a collection of Key Performance Indicators (KPIs) tracking the performance of core processes that are crucial to meeting customer requirements. Data is compiled monthly, evaluated against target benchmarks and variations are addressed to bring any underperforming processes back into compliance. AIT monitors more than 30 companywide KPIs and calculates a global QMS Index based on 18 of the most critical metrics.
Corrective and Preventive Action
By identifying and eliminating root causes, AIT’s CAPA methodology drives improvements for underperforming processes. When new issues or potential risks arise, the CAPA process begins with an analytical investigation. After root causes have been isolated, potential solutions are proposed and evaluated. Finally, corrective and preventive actions are implemented leading to a stabilized customer experience and improved operational performance.
Quality Satisfaction Index
Above all, quality is defined by the customer. AIT listens to our customers by conducting an annual QSI survey. Specific feedback is reviewed and updates are made to address individual customer issues. Trends that emerge from the responses trigger company-wide reviews and action plans. Survey results are also measured against the QMS to ensure that targets are aligned with customer expectations.