Understanding of quality
a) Our portfolio includes the development, production and distribution of forklift truck attachments.
b) It is our major quality aim to ensure the lasting satisfaction of our customers with our developed products and provided service. Thereby we improve our competitiveness, strengthen customer relations, generate recommendations and secure the continuance of our company.
c) The quality standard of our products and services depends to a large extent on how precisely we know the underlying requirements and demands of our customers. By jointly clarifying the requirements and frame conditions, Durwen is able to offer the most suitable solution with the largest benefit to its customers. Besides a high professional competence and the cooperation with selected industrial partners, we rely on many years of practical experience as well as a trusting, personal contact with our business partners.
d) A high quality standard means that our products and services align with the requirements and needs of our customers and if possible even succeed them so that our customers are completely satisfied. This is achieved by means of the Durwen Service Plus concept as well as an extensive vertical range of manufacture - Made in Germany.
e) Absolute customer satisfaction can only be accomplished by a smooth collaboration of all staff members on every process level. In order to support this, Durwen places strong emphasis on a fully active quality management and on the application of modern manufacturing methods.
f) Exchange of information and open communication establish transparency and lead to a successful cooperation with our customers. This is why all feedback is seen as a chance for improvement, no matter if it is a complaint, an error report or praise and recognition. At the same time, we guarantee discretion and confidentiality regarding all information that have become known during the business relation.
Commitment of the management regarding the QMS
The Durwen management commits to the following points:
a) Accepting of accountability regarding the effectiveness of the quality management system
b) Determination and communication of quality policy and concerning this matter coherent quality aims, which are compatible with the context and strategic focus of the company
c) Integration of demands regarding the quality management system which result from the company itself, the feedback of interested parties as well as relevant norms, rules and laws into the business processes of Durwen
d) Application of a process-oriented management approach in consideration of a risk-based thinking and its promotion in the company
e) Provision of all necessary resources for the quality management system
f) Mediation of the value of an effective quality management as well as the importance of fulfilling the requirements of the quality management system
g) Assurance that the quality management system reaches the intended results.
h) Selection, deployment and support of suitable persons who will contribute to the effectiveness of the quality management system
i) Promotion of improvements on all organisational levels
j) Support of other relevant management staff in order to emphasize their leadership role in their respective area of responsibility
Commitment of the management regarding customer orientation
a) Precise determination of customer demands as well as the for the offered service relevant legal and official requirements
b) Ensuring a mutual understanding about the requirements between the company Durwen and its customers
c) Constant fulfillment of these requirements
d) Preventive consideration of risks which could affect the fulfillment of the requirements negatively
e) Taking on opportunities which could increase customer satisfaction and could improve performance results as a total