Akron, Ohio — (May 5, 2003) — Roadway Express, Inc. and its subsidiary, Reimer Express Lines Ltd. of Canada have received system-wide ISO 9001 Certification. The certification covers Roadway's system-wide management and operation of the transport of customer goods from origin pick-up to destination delivery.
Through ISO 9001 Certification, Roadway Express and Reimer Express Lines Ltd. can leverage the company's strengths in network design, customer resolution and management review processes to enhance customer service and meet customer quality requirements.
"Roadway and Reimer have a unique advantage in our vast IT infrastructure, which allows us to capture customer service issues, analyze this feedback and readily make adjustments to provide solutions tailored to the customers' needs," said John Bronneck, executive vice president of operations. "By proactively communicating with our customers, we can solve issues on a broader spectrum to ensure our services meet or exceed our customers' expectations."
In March 2000, Roadway became the first nationwide carrier to receive system-wide ISO 9002 Certification and the only nationwide carrier to receive a certificate for management and operation of the transport of customers' goods.
Roadway Express completed its Certificate Renewal audit in March 2003. Administered by Lloyd's Register Quality Assurance (LRQA), the ISO 9001:2000 standard is a more user-friendly version of the ISO 9002:1994 standard, which was focused on manufacturing, not services.
In contrast, the process-oriented ISO 9001 standard can be tailored to a variety of businesses, integrated with other standards and emphasizes continual improvement. The Quality Management System (QMS) requires a commitment from top management to develop customer-focused organizations that involve people at all levels striving for continuous improvement in a process-oriented approach.
