{"id":7788,"date":"2019-04-23T18:22:01","date_gmt":"2019-04-23T18:22:01","guid":{"rendered":"https:\/\/michaeljbrumm.com\/dclcorp-phase2\/blog\/amazon-fulfillment\/employee-spotlight-alan-nakasato\/"},"modified":"2021-05-21T13:23:45","modified_gmt":"2021-05-21T20:23:45","slug":"employee-spotlight-alan-nakasato","status":"publish","type":"post","link":"https:\/\/michaeljbrumm.com\/dclcorp-phase2\/blog\/news\/employee-spotlight-alan-nakasato\/","title":{"rendered":"DCL Logistics Employee Spotlight with Alan Nakasto"},"content":{"rendered":"

Customer satisfaction is a core value of all departments at DCL Logistics. Never has this value been more clear, than in speaking with DCL\u2019s Director of Quality Management and Regulatory Compliance, Alan Nakasato<\/a><\/span>, who has been at DCL for 13 years. <\/span>
\nAlan and his Quality Assurance<\/span> Department, a team of 12 people, work diligently to create systems and well-documented processes to maintain standards of quality across every aspect of DCL\u2019s services. <\/span><\/p>\n

We asked Alan about his work at DCL. He was quick to share that the quality standards<\/a><\/span> we hold are the backbone of DCL\u2019s operations. These standards are what allow us flexibility with clients, and are proof that our main pursuit is end-customer satisfaction. Alan says that \u201cquality is articulated in all of our processes, our work instructions\u2014the nuts and bolts of what we do\u2014it controls of every aspect of the company. My role is to develop and nurture our quality management system, and ensure through internal and external audits, that standard processes are being carried out and best practices are being followed.\u201d \u00a0\u00a0<\/span><\/p>\n

What is quality? How does it affect DCL customers?<\/b><\/h2>\n

DCL has held the <\/span>ISO Standard 9001 certification<\/span><\/span><\/a> for 17 consecutive years. It\u2019s a voluntary certification. \u201cThe requirements laid out by the ISO Standard 9001:2015 certification indicate that companies need to be savvy about two things: customer satisfaction and process improvements,\u201d Alan says. <\/span><\/p>\n

\u201cWe support our clients in supporting their customers. If we can alleviate one aspect of our client\u2019s worries\u2014ship error complaints\u2014then we are enhancing their deliverables and helping them grow. And of course if our customers grow, we grow with them. I\u2019ve seen companies who ship 20 to 30 packages a day when they start with us; they grow by leaps and bounds and in time are shipping out of all three of our facilities.\u201d<\/span><\/p>\n

– Alan Nakasato, Director of Quality Management and Regulatory Compliance<\/span><\/strong><\/p><\/blockquote>\n

Regulatory compliance is one area that the quality team handles. There are specific needs that many DCL clients have based on the products they sell. For example, consumer electronics are typically powered by lithium batteries. The shipping and transport of these batteries are regulated by strict guidelines that we must adhere to.<\/span><\/p>\n

How does DCL maintain quality standards? \u00a0<\/b><\/h2>\n

Generally speaking, the quality team works to create systems that allow problems to surface; those problems then receive attention and correction to ensure that errors aren\u2019t made more than once. There are a few different ways Alan and his team work to take corrective action: external and internal audits, reviewing customer feedback, and process improvements. <\/span><\/p>\n

The ISO Standard certificate<\/a><\/span> is good for three years, however DCL elects to have an annual audit done by a third party firm. Plus the Quality Assurance<\/span> Department conducts annual internal audits within each department to help uncover where practices aren\u2019t being followed but also what processes are not working. \u201cWe do these so that if we begin to stray from our processes and procedures we can bring things back in line, before going for the official recertification,\u201d Alan shares. <\/span><\/p>\n

\u201cWe also have a process in place to record customer feedback\u2014that\u2019s one thing I do on a daily basis,\u201d explains Alan. \u201cWe review any customer complaints weekly with the site managers, to ensure they are being addressed, that they are being understood, and that we have created a root cause analysis and corrective action plan.\u201d <\/span><\/p>\n

The Quality Assurance Department investigates these complaints in order to create process improvements\u2014which is the second core requirement of the ISO Standard 9001:2015. \u201cWe must ask questions until we get to the root cause, Alan says. \u201c\u2018What\u2019s the error? Why isn\u2019t this person following the process?\u2019 It could be a personnel issue or it could be a process issue. If it\u2019s a process issue, maybe the process is too complex, maybe it\u2019s not well understood. We keep asking these questions until we get to the root cause, and then we can create a process improvement that will actually be helpful moving forward.\u201d <\/span><\/p>\n

How does DCL invest in quality? Now and in the future? <\/b><\/h2>\n

DCL is fastidiousness with documentation to be compliant with the ISO Standard, but what that does is benefit our clients and their growing, changing needs. \u201cYou might be thinking, how can DCL claim to have flexibility with clients if they follow such strict rules for everything?\u201d Alan explains, \u201cwhat we do well as DCL is customize our systems to meet customer needs. And we can because we have such strong standards in place. Our base systems make it very easy to add customer specific work instructions to make alterations, to create deviations from the standard generic practice. If you don\u2019t have a standard, everything is a deviation and it\u2019s gets hard to control.\u201d<\/span><\/p>\n

\u201cI think that\u2019s the kind of edge we over other logistics companies.\u201d Alan continues, \u201cAnother 3PL will probably tell you what box you\u2019re going to use, how and when it\u2019s going to be shipped. Whereas at DCL, we work with companies and have the flexibility to adjust systems to match to our customers level of business development. We have so many value added services. I think it\u2019s because we\u2019re in pursuit of the ISO Standard that we can offer so much to our customers.\u201d<\/span><\/p>\n

One of DCL Logistics\u2019 core values is quality<\/a><\/span>, which is supported by the fact that we have held ISO 9001 certification for the past 18 years. If you want to learn more about how quality can help your business, we\u2019d love to hear from you. Send us a note<\/a><\/span>\u00a0to connect about how we can help your company grow.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Customer satisfaction is a core value of all departments at DCL Logistics. Never has this value been more clear, than in speaking with DCL\u2019s Director of Quality Management and Regulatory Compliance, Alan Nakasato, who has been at DCL for 13 years. Alan and his Quality Assurance Department, a team of 12 people, work diligently to […]<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4],"tags":[34],"class_list":["post-7788","post","type-post","status-publish","format-standard","hentry","category-news","tag-employee-spotlight"],"acf":[],"yoast_head":"\nThe importance on quality and being an ISO certified 3PL - DCL Logistics<\/title>\n<meta name=\"description\" content=\"An interview with DCL's Director of Quality Management & Regulatory Compliance on the importance on quality and being an ISO certified 3PL.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The importance on quality and being an ISO certified 3PL - 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