Bahri Annual Report-2017

Quality Department 3 Supporting Departments 4 Annual Report 2017 92

93

The Quality Department oversees the development and implementation of quality assurance systems, in addition to optimally executing policies and procedures through important initiatives that aim to foster a culture of innovation in line with Bahri’s strategic plans.

Key Achievements in 2017

• Automation of all procedures based on methodologies that promote and control quality using SIPOC software and shifting to automated and digital applications. • Incorporation of outstanding new programs including Salesforce, Sales Cloud and Quality World that will improve quality and risk management. Bahri Logistics have applied these programs to its operations to enhance efficiency and improve quality further. • Implementation of strategic leadership and technical expertise standards in quality management across the Company in addition to utilizing the best performance systems. • Raising the standard of quality management operations in line with quality compliance and strategic awareness requirements. • Implementation of Quality World software to develop an internal website targeted to Bahri’s staff and presenting the company’s vision about quality. • Implementation of Sales Cloud software that helps improve customer service performance in addition to the Sales Force software that enhances the performance of the Company’s sales teams. • Reviewed and raised the standard of navigational route operations in accordance with strategic objectives. • Utilized intelligence metrics based on Company operations and standardized them in Bahri’s maritime offices across the world including regional offices and agents. Other measures implemented include best practices on how to deal with cargo and storage, task execution scheduling, customer satisfaction indicators, control of operations and cargo not compliant with quality policies and standards, increased internal auditing and reviews of operations in order to increase application of quality standards and increase objective achievement rates. • Developed new standards and operations that provide better service to customers in addition to the implementation of ISO 2015 to complement the ISO 9001 certification obtained in 2008. • Organized workshops and awareness sessions on quality systems across the Kingdom and at our US offices. • Applied the Six Sigma Approach, which is a set of techniques and tools necessary for enhancing the quality management process and used statistical tools and techniques that contribute to generating accurate reports and ensuring operational management efficiency.

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