1. Policy Statement
As Hitit Trans International Transportation and Logistics Inc., since 1998, compliance with international quality standards, customer satisfaction and continuous improvement are our fundamental priorities in the air, sea, road and project transportation services we provide.
Structured in accordance with the ISO 9001:2015 standard, our Quality Management System forms the foundation of all operational processes, business partnerships and customer relationships.
2. Scope
This policy covers Hitit Trans Inc., including our Ankara headquarters and all branches and operational locations, across the following service areas:
- International air cargo transportation and freight forwarding services
- FCL, LCL and RoRo sea freight services
- Road transportation to Europe, the Middle East and CIS countries
- Heavy lift and out-of-gauge project cargo services
- Bonded warehousing and domestic distribution services
- Customs consultancy and documentation management
This policy applies to permanent employees, subcontractor personnel, suppliers and business partners.
3. Our Commitments
As Hitit Trans, we make the following commitments in the area of quality:
Service Quality
To fulfil contractual obligations completely, meet transit times and maintain service quality that meets or exceeds customer expectations under all conditions.
Standards Compliance
To ensure full compliance with ISO 9001:2015 requirements, meet regulatory audits on time and systematically track and resolve nonconformities.
Employee Engagement
To train all employees in line with quality goals, support their motivation and encourage their active participation in quality improvement processes.
Supplier Quality
To evaluate all suppliers including carriers, warehouses and customs partners against quality criteria and systematically monitor their performance.
4. Customer Focus
Customer focus lies at the heart of our Quality Management System. Within this framework:
- Understanding customer requirements: Before commencing work with any customer, a comprehensive needs analysis is conducted. Special requirements, constraints and goals are recorded in writing.
- Measuring customer satisfaction: Satisfaction is continuously monitored through annual customer surveys, post-completion feedback forms and regular operational review meetings.
- Managing complaints: All customer complaints are recorded, an initial response is provided within 24 hours and permanent solutions are developed through root cause analysis.
- Maintaining communication: Customers are proactively informed at every stage of the operation; potential delays or issues are communicated in advance.
5. Continuous Improvement
A culture of continuous improvement is practised at all levels of the organisation within the PDCA (Plan-Do-Check-Act) cycle:
- KPIs are reviewed in monthly operational performance review meetings.
- Non-conformance reports (NCR) are systematically recorded and closed.
- Internal audits are conducted at least twice a year; findings are reported to management.
- Management Review meetings are held at least once a year to evaluate QMS effectiveness.
- Operational improvement opportunities are continuously collected and evaluated through the employee suggestion system.
- Operational benchmarking is conducted through sector comparisons and best-practice research.
6. Leadership and Responsibility
Leadership and responsibility for quality management are defined as follows:
| Role | Responsibility |
| General Manager | Approval of the quality policy, chairing management reviews, allocation of QMS resources |
| Quality Management Representative | Implementation and maintenance of the QMS, coordination of internal audits, communication with the certification body |
| Department Managers | Setting and tracking department-based quality goals, personnel training planning |
| All Personnel | Compliance with QMS procedures, reporting of non-conformities, submission of continuous improvement suggestions |
7. Legal Compliance
Hitit Trans commits to compliance with all applicable national and international regulations relevant to the logistics sector:
- Turkish Commercial Code and Customs Code requirements
- International air cargo IATA standards
- IMO and IMDG rules in maritime transport
- CMR Convention and TIR system in road transport
- ADR/IATA-DGR/IMDG regulations for dangerous goods transport
- Occupational health and safety legislation (Law No. 6331)
- GDPR/KVKK and data protection requirements
8. Policy Review
This policy is reviewed by management and updated when necessary under the following circumstances:
- Annually in January as part of routine review
- When a significant change occurs in the ISO 9001 standard
- When significant changes occur in the company's service scope or organisational structure
- When the policy is found to be inadequate during management review meetings
The current version of the policy is announced to all employees and published on the company intranet and this website.
Approval: Hitit Trans General Manager
Last Update: 1 January 2024
Next Review: January 2025