Living and breathing continuous improvement at World Courier
A conversation with Amanda Oertel, Spvr/Lead - Quality Assurance (Transport & CSS), World Courier
World Courier runs on continuous improvement and Amanda Oertel is at the heart of making that engine thrive. As a quality assurance professional with a background in pharmacovigilance and quality management systems, she has spent the last seven years championing this approach. Focused on empowering her colleagues and leveraging data to drive operational excellence, Amanda’s work underpins the organization’s commitment to delivering first-class service.
In this interview, Amanda discusses her philosophy on listening to the voice of the internal customer, the role of data in fostering improvement, and the power of teamwork in overcoming challenges.
What does the voice of the internal customer mean to you?
“To me, the voice of the internal customer represents actively listening to and valuing the insights of the teams who execute our processes daily. They are the closest to the operations and often have a unique perspective on challenges and opportunities for improvement.
I incorporate their feedback into our quality assurance and logistics strategies by engaging them early in decision-making, validating their pain points with data, and collaborating to co-create practical, impactful solutions.
Additionally, I believe in leveraging data from different colleagues from other regions to identify trends and opportunities for improvement. By benchmarking against offices that demonstrate strong results, we can uncover best practices and replicate their success across other locations. This approach not only drives operational excellence but also fosters a culture of continuous improvement and collaboration, ensuring that every team feels heard, supported, and empowered to contribute to our shared goals.”
How do you use data to drive improvement?
“We currently have access to a wealth of data that is updated daily, enabling us to evaluate and make informed decisions even during periods of uncertainty. However, the true power of data lies in the questions we ask of it. To ensure we are asking the right questions, we adopt a purpose-driven approach that integrates corrective and preventative action (CAPA) analytics, audit outcomes, and field observations. This combination helps to craft questions that uncover root causes rather than merely addressing symptoms. By focusing on these deeper insights, we can drive continuous improvement and ensure our actions are both impactful and sustainable.”
How do you identify areas for improvement?
“I believe the best way to identify areas for improvement is by stepping into the client’s shoes and understanding their experience firsthand, when it is possible. To achieve this, I personally joined a driver en route to observe the real-world execution of our processes. This hands-on approach allowed me to analyze the data in context and uncover potential issues.
For instance, we noticed a pattern of incidents and deviations involving specific packaging types. Upon further investigation, we discovered that these were the very packages the client’s staff felt uneasy handling due to a lack of familiarity and confidence.
This insight sparked a cross-functional collaboration between our operations, quality, and customer service teams. Together, we developed and delivered tailored, hands-on training session for the customer’s staff. The workshop session not only improved handling consistency but also strengthened client trust by addressing their concerns directly.
The result was not simply compliance, but gratitude from customer’s key staff who felt safer, more confident, and more supported. That’s the power of listening and acting with intent.”
One issue that stood out: a fear of mishandling products. Many teams lacked confidence and knowledge about proper handling procedures for specialized packaging and transport of critical shipments.
How do you empower colleagues to serve clients better?
“I like to lead with the conviction that empowered people strengthen our brand, by creating spaces where questions are welcomed, processes are challenged, and people feel part of the solution. The shift from task execution to purpose-driven service is what allows our teams to anticipate needs, prevent issues, and deliver with pride. Clients notice this immediately.”
What opportunities do you see for innovation in logistics?
“The future of specialized logistics lies in humanized innovation, blending technology with insight, speed with care. From my point of view, this includes AI for route optimization (optimizing routes to reduce carbon emissions, for example), predictive data use, dynamic risk management, and frontline empowerment to anticipate deviations before they happen. But innovation starts within: with people who care, who observe, and who challenge ‘the way it’s always been done.’ That’s where I’ll be.”
Amanda Oertel’s dedication to continuous improvement, her ability to listen and act on the voice of her colleagues, and her innovative use of data exemplify the values that drive World Courier. Her journey reminds us that even in the most complex logistics processes, it’s the people behind the scenes who make the difference.