Focus on Quality

Will Rogers said, “Even if you’re on the right track, you’ll get run over if you just sit there.” Ergon’s document control program and the employees who manage it, not only ensure that we are on the right track, but are always looking for ways to improve our document control process. Ergon’s document control program allows for easy access to current policies, procedures, and programs and assures that we are all operating from the same guidelines.

The Ergon quality management system is based upon the ISO 9001 quality management standard. This standard requires that the Ergon quality management system maintain certain types of documentation. The types of documentation include a quality manual, a quality policy, quality objectives, certain specified procedures and other documents to plan, control and operate Ergon’s processes. Two procedures required for our quality management system are “Control of Documents” and “Control of Records.” These two procedures are a keystone of ISO 9001. This standard requires controls for document approvals, document reviews, document distribution, record storage, record retrieval, retention times, and disposition just to name a few. Implementing these requirements allows us to demonstrate the reliable, proven practice of controlling the reliability our documentation.

It is critical that accurate information is available for employees regarding business rules, regulations, policies, operating procedures, programs and safety. Successful document management keeps these expectations clear and aids in ensuring consistent performance of all activities affecting quality. To borrow an analogy from music and sports, a successfully managed document control system puts everyone on the same sheet of music or following the same game playbook. Most employees appreciate the fact that Ergon’s document control system gives us an active “voice” in our methods. We each have a responsibility to regularly review and update our work documents to ensure they remain current and accurate.

In the same way that employees reference accurate work instructions, quality auditors, too, can easily see evidence of a well-maintained documents control plan. A site can easily prove compliance with this important step by showing through their documentation that:
• the quality system exists and is supported by a quality manual that refers readers to policies, programs, procedures, and instructions of their business
• A quality plan is in operation (i.e., it is written down, available, and followed)
• The overall system is effective and in use
• The quality management system is continually improving

Checks & balances
There are thousands of “controlled documents” at Ergon, each with a unique identifier, a 10-digit alpha-numeric code that depicts the nature of the document, the organization responsible for approving and publishing it, the manual(s) in which it appears, along with it’s creation and most recent revision dates, i.e., the “life cycle” of the document. Our system requires that we remove all outdated versions from circulation and prove that only current material is contained in our “controlled manuals”. We also ensure that each revision is clearly marked (most often in italics with underlined font) so that changes are unmistakable to readers. Management must notify employees of these updates as they are issued so that all are informed of changes.

Ergon’s documents have a consistent format, design and key content information. This consistency is ensured by the use of special templates, materials, and procedures provided to employees responsible for document control. With so many multi-site organizations and interdependent operations, this “predictability” of knowing exactly where to look for information helps to ensure speedy and timely retrieval of needed information. Clarification, relevant details, and additional instruction are easy to discern since acronyms and terms are defined in these documents, and “related forms and procedures” are also listed. The documents in this system are an invaluable tool for employee training and a key resource for processes not fully committed to memory or that change due to new technology, equipment, and company policy.

Document Controllers
Document Control is a massive and detailed function–
a critical area for our success in maximizing consistent operations and minimizing errors, if not completely removing them. Currently, twelve key employees in several business segments manage the document control function and perform an important and demanding role as the Document Controller for their organization. In many cases, the Document Controllers perform these responsibilities as a collateral duty–over and above the jobs for which they were hired.

While it’s true that “Management commits to our quality standard, and each employee is responsible for it,” the myriad of employees who take on much more specific “Ergon quality roles” such as Local Site Management Representative, Quality Auditor, or Corrective and Preventive Action Coordinator are true champions for our success. Few have a heavier load or make a greater impact on our quality management system than Ergon’s Document Controllers.

Training
Document Controllers have traditionally been trained in individual orientation sessions, monitoring, and call-in coaching. Last year, formal classroom training was provided to the Document Controllers in order to enhance their skills for document control related tasks, problem-solving, and planning. The class feedback was very positive, and plans are in place to continue a formal training process in the future–especially as electronic document control systems are implemented.

Meet your hard-working, detail-oriented Document Controllers and the organizations they serve. Next time you see any of these dedicated employees, please take a moment to shake their hand and say, “Thank You!”

Magnolia Marine Transport Co. (MMT – 20 sites): Lib Hearon, Vicksburg MS
MMT – Vicksburg MS ; MMT – Wood River IL; M/V – Amy Frances; M/V – Ana Louise; M/V – Dennis Ross; M/V – Dorothy Lee; M/V – Gene Neal ; M/V – Gilda Shurden; M/V – Hal D. Miller; M/V – Jennie Dehmer; M/V – Katherine Berry; M/V – Kelly Lee; M/V – Leslie B.; M/V – Magnolia; M/V – Mari Lampton; M/V – Mark Shurden; M/V – Miss Kathy; M/V – Mr. Lampton; M/V – Valda; M/V – W. W. Crum

Ergon Trucking, Inc. (ETK, 13 sites): John Barnes, Jackson MS
Jackson, AL; Baton Rouge, LA; Sulphur, LA; Petal, MS; Vicksburg, MS; Deerfield, OH; Magnolia, OH; Marietta, OH; Mercer, PA; Ormsby, PA; Memphis, TN; Channelview, TX; Newell, WV

Ergon Terminaling, Inc. (ETI – 7 sites): Amanda Butler, Memphis TN
Birmingport-Mulga, AL; Bainbridge, GA; Chattanooga, TN; Knoxville, TN; Memphis, TN; Nashville, TN; Yellow Creek, MS

Ergon Asphalt & Emulsions, Inc. (EAE – 5 sites): Lynda Witherington, Memphis TN
Vicksburg, MS – Emulsions; Memphis, TN – Emulsions; Mt. Pleasant, TX – Emulsions; Pleasanton, TX – Emulsions; Waco, TX – Emulsions

Ergon Asphalt & Emulsions, Inc. Technical Coatings and Polymer Div. (EAE – 3 sites): Carrie Munns, Memphis TN
Memphis, TN – Technical Coatings Division; Memphis, TN– Polymer Division; Vicksburg, MS – Polymer Division

Ergon Asphalt Products, Inc. (EAP – 3 sites): Lori Day, Chandler AZ
Chandler, AZ; Snowflake, AZ; Las Vegas, NV

Ergon Refining, Inc. (ERI – 1 site): Marilyn Brubaker, Vicksburg MS

Ergon – West Virginia, Inc. (EWV – 1 site): Angie Pollack, Newell WV

Lion Oil Company (LOC – 1 site): Robbie Raynes, El Dorado AR

Lion Oil Trading & Transportation (LOTT – 1 site): Clarissa Murphy, El Dorado AR

Ergon, Inc. (EI – 10 operations): Angela Bierdeman, Jackson MS
Ergon – Baton Rouge – Baton Rouge LA; Ergon – St. James, Inc. – St. James LA; Ergon, Inc. (Corporate) – Jackson, MS; EI – Business Support Center – Jackson, MS; EI – Customer Service Department – Jackson, MS; EI – Environmental, Health, Safety Department – Jackson, MS; EI – Human Resources Dept. – Jackson, MS
EI – Risk Management Dept. – Jackson, MS; EI – Systems & Performance Improvement Deptartment – Jackson, MS; EI – Petroleum Specialties Marketing Div. – Jackson, MS

Ergon Marine & Industrial Services (EMIS – 2 sites): Cathy Wilson, Vicksburg MS
Memphis, TN; Vicksburg, MS

The next feature in this series, “Focus on Quality,” will be our Internal Quality Management System Audit Program.