How are we assessed by our certification body? SGS Quality & Environmental Management Systems audits 2011 Each Lyreco country is audited once a year by a worldwide and independent consultancy company (SGS), that uses ISO / International Quality & Environmental standards to do so.
In addition to the overall evaluation, those audits contribute to point out possible opportunities for Improvements. SGS Quality & Environmental Management Systems audits completed for 2011 with an excellent bill of health.
After 7 days of auditing against ISO9001 and 14001 standards across Lyreco operations in England, Scotland and Ireland, SGS Audits revealed one minor non-conformance.
QSE Manager, Julie England, said that the values of excellence and professionalism within the organisations’ Regional (RDC) and National Distribution Centres (NDC) had shone through. She added: “I am delighted with the results”. Over 7 days, our auditor travelled to the NDC and Customer Service operation in Dublin and Telford and then took a full tour of our Scottish operations, finishing at Washington RDC. He witnessed a huge variety of processes from waste segregation to supplier assessment, deliveries to carbon reduction projects and found much to praise.
The result is down to good systems management from the QSE Team and an incredible passion from our employees to deliver great service all round. “This visit was conducted over a 7 day period visiting Telford, Dublin, Aberdeen, Inverness, Aidrie & Washington. All Lyreco employees interviewed during the visit were fully aware of the key business performance indicators and environmental objectives.
The focus on lost calls, response times, back order rate, guarantee claims, delivery failures, picking correction rate, non delivered ratio, returns and credit notes continues with good results.
Only 13.2% of waste produced (in Telford) was sent to landfill in 2010 – well done.
Progress towards reducing the WISE carbon footprint (target 250 tonnes) by a number of management programmes is good.
A management programme (EF67) to reduce the amount of cardboard packaging sent to customers where there is a poor fill ratio is currently on hold at Telford. However, in Dublin, small volume orders are now packed and shipped in envelopes.
Housekeeping and stock rotation of shelf life products in the Dublin warehouse has significantly improved since the visit in 2010.
Lyreco are seeing benefits in environmental and business performance. All processes and working practices are understood and are driven by objectives – well done.
The visit has demonstrated the commitment of Lyreco to quality and customer satisfaction, as well as continuous improvement and environmental responsibility. “
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