Profile of the RPS Quality Process

Describes the quality process established by RPS, a road transport company which is a leader in the small package delivery market. Regional quality involvement teams (RQIT) were set up with the aim of training every full‐time employee. This was seen as a total commitment to quality. Customer feedback systems help RPS to find out exactly what the needs and wants of the customer are. The level of service is measured against 12 customer quality indicators (CQI) which also help the company to set quality‐related goals. A “cost of unquality” programme measures the cost of mistakes. Concludes by saying that this quality process shapes their activities, guides their development and identifies their goals.