Leading from the front

Darryl Shafto LinkedIn Post

In every business area, competitors jostle for market share every day. Market share is an important to any business because the market is a pie and the bigger the slice of the pie the more profit potential. If a business is growing and continues to increase its market share, it means the business is leading instead of chasing/following its competition.

However, for a business to keep increasing its market share, its reputation should be of priority. Creating a good reputation takes time and effort, but it can be something that’s lost in an instant. It is something that we have always borne in mind at Goscor Lift Truck Company (GLTC).

Being a supplier of globally renowned forklift brands, complemented by the unparalleled service support that we offer across our southern African jurisdiction, has definitely set us apart. However, to keep ourselves at the top of the game, ‘continual improvement’ is sought in every sense of the term. As part of that mission, GLTC recently became the first forklift company in South Africa to attain both the ISO 9001: 2015 and OHSAS 18001 accreditations. This is a milestone achievement which showcases our uncompromising stance towards quality and health & safety.

Quality and health & safety have always been top priorities at GLTC and achieving the new milestones was no walk in the park – it took a lot of time and money. One may ask: why are these accreditations so significant to a company that’s already a leader in its business area.  These achievements represent a streamlined system, positive customer relationships, a name for innovation and a healthy and safe work culture.

Why ISO 9001: 2015? A customer that opts to deal with a service provider with an ISO 9001: 2015 certification can be rest assured that they are engaging an effective, efficient organisation. Any potential supplier might claim those qualities, but ISO 9001: 2015 certification guarantees the highest level of customer service, safety and order fulfilment speed.

The most important feature of ISO 9001: 2015 certification is that it compels us to focus on continuous improvement in customer service and satisfaction. An ISO 9001: 2015-certified business must continually monitor customer feedback for opportunities to improve customer service and product quality.

ISO 9001:2015 is based on seven principles: Customer Focus, Leadership, Engagement of People, Process Approach, Improvement, Evidence-Based Decision-Making, and Relationship Management. However, according to the new standard, the primary focus of an organisation’s quality management programme is to meet customer requirements, and exceed expectations in terms of the quality of products and services.

Why OHSAS 18001? With the successful implementation of OHSAS 18001, GLTC is putting its employees’ safety and well-being at the top of its agenda. Sound occupational health and safety policies are essential for employees, but they are also increasingly important for an organisation’s customers and other stakeholders.

The hard work to accreditation is paying dividends. When we pitch for new business, companies come around to audit us and see for themselves how we operate. Within 15 minutes of walking around the facility, it’s obvious to them that we have been audited by TUV Nord, a Germany-based auditing firm, and have been accredited with OHSAS standards.

OHSAS 18001 certification enables us to manage operational health and safety risks and improve performance. Ensuring that things are done the right way, the first time, is top of priority at GLTC. When problems occur, as with human nature, we have processes and procedures in place to identify the issues and correct them. This is part of continuous improvement process.

In conclusion, I truly believe that being an ISO 9001: 2015 and OHSAS 18001 accredited company further secures our customers’ belief in us and sets us apart in the materials handling equipment industry. However, I should emphasise that the attainment of these accreditations was no easy ride – it took a lot of hard work and long hours.

Our values – Professionalism, Partnership, Passion, Integrity, Family Values, Entrepreneurship and Empowerment – played a huge part in successfully achieving our objectives. The culture starts with top management and moves all the way down to the teams on the floor.