Quality Excellence

Standard Operating Procedures

Standard Operating Procedures (SOP's) are customized documents designed to record the receiving, storage and distribution requirements of each of our customers. Once completed, SOP's are used to train each WestOne employee on the specifics of each of those requirements and the activities and resources necessary to perform them.

Customer Service Staff

Our commitment to world-class customer service results in extraordinary service to our clients, which our company prides itself on. Every customer is assigned a Customer Service Representative(s). All CSRs and managers are cross-trained to handle all aspects of a client's account. This is how we create depth to our organization, so that employee turnover does not result in customer service failures.

Training

Training is an on-going process in all service areas of WestOne Logistics and the Yellowstone Warehouse. Customer account training is specific to the customer's needs and to products which are stored and shipped for that customer. Each customer's Standard Operating Procedures are reviewed by Warehousemen and Customer Service Representatives, and training is periodically updated as a customer's requirements change. Computer training is also provided when software upgrades and system changes take place. Additional training includes D.O.T. Hazardous Materials Training, IATA, IMO, and OSHA in accordance with local, state and federal regulations.

Total Quality Management

WestOne Logistics and the Yellowstone Warehouse use Customer Feedback Reports (CFR) as one method of evaluating accuracy of performance. CFRs are filed by customers or by our employees. The CFR process insures the constant delivery of world-class total Quality Service.