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Emerald Group Publishing Limited
Copyright © 2003, MCB UP Limited
Ford Motor Company recently awarded Schenker, Inc. its Q1 Certification, Ford's highest recognition of supplier quality. The certification acknowledges outstanding suppliers that have achieved a sustained level of excellence in customer satisfaction, while meeting systems and results requirements in quality, productivity, and service.
In order to achieve Q1 certification, the supplier must meet a number of stringent requirements, including ISO certification by a third-party register as well as implementation of a quality operating system (QOS). The QOS is a system of internal and external business and performance measurements, in which measurable goals are set, progress towards them must be demonstrated, and analysis of results must be undertaken and recorded. The QOS must demonstrate the commitment of the supplier's management to continual improvement, customer feedback, and a team approach, all coupled with a comprehensive business plan. Performance Measurements with defined metrics for timeliness and quality of documentation are set by Ford and must be met. Schenker was required to maintain 95 per cent performance against these metrics for at least six consecutive months, and in fact maintained 97 per cent for 12 consecutive months. Customer Endorsements are required from Ford's top divisions that do business with the supplier, and they grade the supplier's performance. Schenker, Inc. obtained endorsements from Ford's Worldwide Direct Market Operations (WDMO), as well as from Ford's operations in Chile.