Grainger takes its commitment to process quality very seriously to ensure customer satisfaction when developing or performing internal functions, whether in purchasing, warehousing, sales, or delivery. Our quality system is based on the international standard of ISO 9001:2015. Grainger has been ISO certified since 1996.
Our current registrar is NSF International Strategic Registrations (NSF-ISR).
All positions within the organization have a responsibility to maintain superior process quality by identifying and rectifying any real or potential situations that affect product or service quality. This means any position from warehouse entry level to General Manager has the opportunity to make process quality improvements. All suggestions are reviewed by management and actions are taken as appropriate.
Performance Measurements
Grainger utilizes a number of metrics to track our performance against established measurement criteria. Following is a sample listing of metrics that we use:
- Inventory turns
- Operating expenses
- Fill rates
- Shipping accuracy
- Productivity levels
- Customer satisfaction
- Supplier performance
Internal Quality Audits
Grainger conducts periodical internal quality audits to:
- Ensure each aspect of the quality system is operating efficiently in meeting or exceeding customer expectations, regulatory requirements and our internal goals and objectives.
- Identify opportunities for process quality improvements.
- Determine the effectiveness of the quality system.
Management personnel of the areas audited are responsible for responding to findings and implementing corrective actions. Corrective actions are followed up to ensure that they are in place and effective.
