QUALITY POLICY

KLM Cargo has strong quality programs to improve our processes and to continuously develop products and services to the needs of our customers.  We are leading in Cargo 2000, the industry standard to measure our performance in a transparent way. We work on transport reliability, flight safety, health & safety at work and environment.

Quality information
Your local KLM Cargo contact person is always able to inform you about our quality approach and possible quality additional needs. For more information on our quality policy and processes of specific services and network, please see Operations – Schiphol Hub.

Quality process
Improvement programs are always in place and running on all levels. These improvement actions are an integral part of business plans and regular reviews of management. One of the cornerstones is our carrier is ISO 9001:2000 certified. 
Furthermore:

• We implemented Cargo 2000, the common language between the various players in the global supply chain. Cargo 2000 performance data are made available and is used as reference to discuss regular performance results with customers; 
• Our dialogue with customers is frequent and on various levels. 
• Yearly, we execute customer satisfaction surveys in order to learn were we can improve or to consider a re-focus on services;
• We have engineered products and processes such that we can meet additional security, temperature control, and other requests; 
• Claims and complaints are analyzed for corrective actions and after root-cause analyses to implement preventive actions.