Course Modules

Module 1: Introduction to Quality Management in Transport and Logistics

• Principles of quality management and ISO 9001 fundamentals

• Quality challenges in transport and logistics operations

• Key performance indicators (KPIs) in logistics quality

• Regulatory and customer compliance requirements

• Exercise: Identify quality gaps in a simulated logistics company using real-life performance data

Module 2: Developing and Implementing a Quality Management System (QMS)

• Structure and documentation of a QMS (manuals, procedures, SOPs)

• Quality policy and objectives specific to logistics organizations

• Risk-based thinking and preventive controls in transport processes

• Roles and responsibilities in quality implementation

• Case Study: Design a basic QMS for a freight transport firm

Module 3: Quality Control and Process Optimization

• Process mapping and value stream analysis

• Standardization, documentation, and error-proofing techniques

• Techniques for monitoring service quality in warehousing, fleet, and delivery

• Quality inspections, defect analysis, and root cause correction

• Exercise: Perform a process audit on a sample transport delivery workflow

Module 4: Quality Auditing and Continuous Improvement Tools

• Planning and conducting internal quality audits

• Non-conformance reporting and corrective actions

• Root cause analysis using tools like 5 Whys and Fishbone Diagram

• Kaizen, PDCA (Plan-Do-Check-Act), and Lean Logistics principles

• Case Study: Conduct a mock audit and suggest a corrective action plan for a logistics warehouse

Module 5: Customer Satisfaction, Feedback & Performance Review

• Capturing and analyzing customer feedback

• Service level agreements (SLAs) and quality scorecards

• Benchmarking and reporting logistics quality performance

• Managing stakeholder expectations and communication

• Final Exercise: Develop a transport and logistics quality improvement plan based on performance feedback