CHALLENGE:
JM Rodgers faced the challenge of ensuring that their internal customs brokerage team consistently delivered exceptional customer service while maintaining compliance with ISO 9001 standards. The need to manage performance, track progress, and identify areas for improvement required a systematic approach.
SOLUTION:
To address this challenge, JM Rodgers implemented a series of 15-20 monthly internal audits focusing on key performance indicators (KPIs) crucial to operational excellence. The audits included:
- HTS Compliance Audit
- Valuation Compliance Audit
- Recordkeeping
- Part # and PO# Compliance Audit
By regularly evaluating these areas, JM Rodgers ensured alignment with industry standards and regulatory requirements. An internal account team led by a licensed customs broker and data analyst conducted these audits, providing valuable insights into the performance of the customs brokerage team.
RESULTS:
The implementation of internal audits yielded significant results:
- Enhanced Accountability: Regular performance monitoring allowed JM Rodgers to hold the operational team accountable, ensuring high levels of service.
- Improved Compliance: By adhering to ISO 9001 standards, the company consistently met and exceeded customer expectations.
- Operational Excellence: The audits provided data-driven insights, enabling targeted improvements and enhancing the company’s reputation as a trusted customs brokerage partner.
- Expanded Refund Potential: The audits uncovered many unclaimed opportunities, significantly increasing the client’s refund potential.
CONCLUSION:
JM Rodgers’ integration of Six Sigma principles and internal audits revolutionized its approach to managing the brokerage staff. By consistently evaluating performance and adhering to ISO 9001 standards, the company achieved operational excellence and ensured exceptional customer service. The monthly audit process served as a vital tool for maintaining high levels of compliance and continuously improving performance. JM Rodgers remains committed to providing exceptional customs brokerage services, driven by a culture of accountability and continuous improvement.
