Proven quality: another step towards customer satisfaction |
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In keeping with its policy of continuous improvement and to ensure maximum customer satisfaction, Interroll's aim is to guarantee the sustainable optimization of the quality of its products and services as well as its delivery times. This approach is currently applied at the Dynamic Storage Centre of Excellence based in La Roche-sur-Yon, France.  Certification of the Quality Management System In July 2008, the Dynamic Storage Europe Division was awarded the ISO 9001: 2000 certificate by the German organization TÜV. This certificate proves that the quality management system satisfies customer requirements. To ensure a process of continuous optimization, Interroll has drawn up a number of customer satisfaction questionnaires with a view to satisfying the specific requirements of the different sectors: automobile, agri-food business, pharmaceuticals, etc., the aim being to surpass all customer expectations, even those which are not specifically stated. This will enable Interroll to adapt its products and services to each individual customer. ISO 9001 certification for the American and Asian plants in the Dynamic Storage Division is scheduled for 2010. Certification of Interroll products Following the certification of the organization process, the Interroll products will also now be certified. This will allow Interroll to guarantee that all its product ranges - Flex Flow, Pallet Flow, Pushback and Carton Flow - comply with all necessary technical safety regulations. With this in mind, the test area has been increased from 400 m² to 800 m² while 3 new test machines and a cold room have been installed. The cold room allows Interroll products to be tested in the same conditions of use as in the agri-food sector (from -28°C to +5°C). Interroll can therefore validate the Carton Flow, Pallet Flow and Flex Flow ranges in terms of satisfying customer needs; further investment is scheduled for 2009 with a view to validating the Pushback range. Moreover, the new test area will help to improve performances and accelerate the development of new products. Reducing the time to market is also an essential aspect of competitiveness in the constantly changing present-day markets.
Commercial tests The test area will also be used to perform commercial tests. The aim is to test the technical solution provided in the real conditions of use as implemented by the customers. The containers and contents are supplied by the customer and a lane is created. As a result, the customers have proof that the system works perfectly. The test results are communicated to the customers by means of test reports or videos or during a visit to the La Roche-sur-Yon site. Interroll's aim is to provide the optimum solution to customer requirements. Development of maintenance contracts Having obtained certification for its organization and demonstrated the quality of its products, Interroll is also committed to another area of customer satisfaction: service. In keeping with its aim of providing the optimum solution to customer requirements, Interroll's objective for 2009 is to offer its customers maintenance contracts based on the results of the product tests. Interroll makes investments which place the customer at the very heart of its research with a view to proving that its organization, products and services perfectly satisfy the needs of its customers in every sector.
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