The Advantages of Working With an ISO 9001 Certified 3PL
Every order fulfilment business and 3pl provider will tell you that quality is critical to everything they do. But what do they mean by ‘quality’, and why is quality management key to order fulfilment?
Third Party Logistics providers that are ISO 9001 certified, are bound by a particular definition of the word ‘quality’, because everything they do is measured against it:
“Quality is the totality of features and characteristics of product or service that bear on its ability to satisfy stated or implied needs revolving around the customer.”
The certification process provides businesses with a framework which allows them to meet customer expectations consistently, to standards set by the regulatory requirements. Only when a business achieves this are they awarded ISO 9001 status, demonstrating Quality Management excellence.
Why is Quality Management Key to Order Fulfilment?
ISO certification is a badge of merit for any business, but it is particularly important for 3pls because they are providing outsourced customer services. A lack of quality control in order fulfilment can lead to mistakes and delays which will negatively impact our clients’ brand and their customers’ experience.
For Prolog Fulfilment, ISO 9001 certification means that we can be confident in defining what we mean by ‘quality’ for our clients. We are also able to guarantee that:
- We have a documented process for achieving and maintaining quality.
- All our quality procedures are fully tested and are efficient.
- Our quality processes can be scaled, ensuring consistency no matter the volume of orders.
- The ISO standards are applied at every level of the business, and across all facilities.
- Employees received standardised training according to ISO standards and processes.
Measuring Quality in Order Fulfilment
In addition to developing processes that ensure standardised quality across its order fulfilment operation, Prolog is also required to measure its success in achieving the quality standards agreed with clients. Here are 3 key metrics we use to do this:
1. Shipping Times
Accurate shipping times are critical to customer service, and therefore to our eCommerce clients. Shipping times will be agreed individually with each client, and we undertake to fulfil their guarantees to customers. Our Warehouse Management System captures the data relating to order receipts and shipping times, and clients are able to view this in real time.
Prolog clients have 100% access to their shipping data, giving them a clear view of the way in which we are fulfilling orders on their behalf.
2. Error Rate
This refers to the number of errors that are captured as data in the order fulfilment process. Prolog provides a range of quality management check points across our operations, from goods in and inventory management, to picking, packing, and shipping. When an error occurs, it is logged into our WMS, flagged to our quality team, and analysed as part of our continuous improvement system.
3. Continuous Improvement
Fulfilment is a complex process with many moving parts, which means errors can occasionally occur. The ISO quality management system requires that businesses log all outcomes, good and bad, and that errors are addressed in order to improve operations.
The Prolog WMS provides clients with real time data on errors. These are flagged for analysis, which is followed through with corrective actions – which are also logged. The aim of continuous improvement is to use errors in order to drive up quality standards.
Quality is Cultural at Prolog Fulfilment
Once quality systems have been developed and deployed, they gradually cease to be a set of protocols and procedures and become instead ‘the way we do things’. Quality management is firmly embedded in our working culture at Prolog. Every employee understands how their work impacts customer satisfaction, and recognises, therefore, the need for the highest standards of care, attention, and accuracy.
Once quality management is part of the air a business breathes, it naturally becomes part of every conversation we have with clients. Every fulfilment relationship is tailored to our clients’ needs at Prolog, and we take responsibility for balancing the highest standards of quality management with a personalised process of order fulfilment.
Looking for a 3pl That Can Guarantee Quality?
Why is quality management key to order fulfilment? Because it enables us to set high standards and demonstrate our ability to meet them to our clients.
Prolog Fulfilment is an established 3pl with over 30 years’ experience in order fulfilment and logistics. If you’re looking for a 3pl partner that is committed to quality at every level of the order fulfilment process, we would love to talk to you.
We’re centrally located in Nottinghamshire, and our fulfilment centre provides warehouse storage, picking and packing, shipping and returns management. Our Warehouse Management System makes it easy for brands to manage their inventory effectively, track goods in real time, and make changes to orders if necessary.
