Quality Management: Müller Transporte Relies on International Standards

The Müller Group is one of Austria's leading logistics providers, serving as a vital link between manufacturers, industrial companies, and retailers. Müller Transporte GmbH specializes in temperature-controlled transportation and operates its own refrigerated warehouses and storage facilities. This case study explores how the company uses an integrated management system to ensure quality, safety, and compliance throughout its operations.

Comprehensive quality and risk management as a guarantee for success

Spedition Müller Transporte relies on an integrated management system consisting of ISO 9001, TAPA and GDP. The DQS-certified, industry-specific management system supports the effective implementation of comprehensive quality management and risk management. While quality management according to ISO 9001 forms the process-oriented management basis of the forwarding company, the focus, solutions and approaches are based on the requirements of TAPA and GDP.

The approach enables a high level of service across the entire supply chain. This contributes to a correspondingly high service quality and thus customer satisfaction. The company's approach shows that the use of modern IT systems is an essential part of an effective management system, especially in the transport and logistics sector, in order to be able to offer consistently secure logistics services at a high level. 

The Role of ISO 9001 in Logistics

A quality management system in accordance with the globally recognized (DIN EN) ISO 9001 standard starts at various corners: At the corporate structure, the procedures, processes and resources necessary to meet the individual quality requirements in the organization. With the help of comprehensive quality management, framework conditions are defined that enable transparent processes and measurable results and systematically reduce risks.

In doing so, the top management is included in the responsibility and the focus is placed on the entire context of the company. Attention is also paid to legal and customer-specific aspects in the supply chain of freight forwarders, which must be observed and complied with.

How Does TAPA Enhance Security in Global Supply Chains?

TAPA (Transport Asset Protection Association) is an association of more than 600 leading global manufacturers, logistics service providers, freight forwarders, law enforcement agencies and other stakeholders. TAPA's goal is to reduce cargo loss and theft within the global supply chain. The framework relies on the use of real-time information with the help of appropriate IT systems and the latest theft prevention measures.

TAPA is divided into three certifiable sub-areas:

• Facility Security Requirements formulates requirements for building security (TAPA FSR).
• Trucking Security Requirements formulates requirements for transportation security (TAPA TSR)
• Parking Security Requirements contains requirements for the security of parking lots and cargo yards (TAPA PSR)

GDP - Good Distribution Practice

GDP (Good Distribution Practice) is the European Union guideline for the distribution of medicinal products for human use. Its objective is to ensure that the quality and integrity of medicinal products are maintained throughout the distribution process. This includes requirements for secure transportation, supply chain security, cold chain management, packaging quality, and a reliable technical infrastructure.

The guideline requires organizations to implement an effective quality management system, enabling companies with an established management system to meet the additional GDP requirements with relatively little effort. The DQS GDP Compliance Audit is based on the EU Guidelines on Good Distribution Practice of Medicinal Products for Human Use (2013/C 343/01).

Quality Management Throughout the Entire Supply Chain

The process-oriented quality management system according to ISO 9001 is effective in all corners of the organizational structure. It extends from order entry, through transport, to invoicing, and across the entire supply chain management.

"The ISO 9001:2015 certification has helped us to record processes in more detail, to define process indicators more precisely, and to define process parameters as well as process owners," says Karina Silberbauer, Head of Quality Management at Müller Transporte.

Strict process orientation helps significantly to design company processes in such a way that they meet and often exceed customer expectations. A regular opportunity and risk assessment of the processes contributes to a continuous improvement of the company's operations. This is why quality management in logistics is particularly important for sustainable success.

Read the interview with Karina Silberbauer at the bottom of this post.

How Were the Standards Integrated into the Management System?

Müller Transporte has gradually developed its management system into an integrated management system. The process began with a system based on the International Featured Standards (IFS) and was subsequently expanded to include TAPA TSR and later TAPA PSR. In 2019, GDP and ISO 9001 were added, providing a structured, risk-based framework for comprehensive quality management in transport operations.

In 2022, the company achieved ISO 14001 certification to address additional environmental and sustainability requirements. These topics are becoming increasingly important across the logistics, transport, and mobility sectors.

The integration of the environmental management requirements into the existing management system was significantly simplified by the Harmonized Structure (HS) – formerly known as the High Level Structure (HLS) – shared by modern ISO management system standards. As a result, quality, security, and environmental aspects can be managed consistently, enabling the company to reliably meet customer requirements.

How Is Transport Security Implemented in Practice?

Müller Transporte's quality management system is based on a process-oriented approach. It provides a structured framework for defining, documenting, and evaluating objectives while supporting the continuous improvement of business processes. Certification to the industry-specific TAPA TSR and TAPA PSR standards places a particular emphasis on transport and facility security.

Both in-transit security and site security are key priorities, as cargo crime continues to pose an increasing challenge across global supply chains. To address these risks, the company has established dedicated processes, trained its drivers and dispatch personnel, assessed the risks associated with different transport routes, and implemented appropriate security measures and equipment.

Quality Management in Logistics

Interview with Karina Silberbauer

Ms. Silberbauer, you implemented an integrated risk and quality management system within your logistics company in just three years. What kind of support did you receive from senior management?

Karina Silberbauer:
Leadership commitment is one of the cornerstones of our management system. I believe it is one of the key factors that sets our company apart. Our managing directors, Mr. and Mrs. Müller, are actively involved in our quality management system.

They lead by example and demonstrate what quality means in everyday practice. As a result, our employees recognize the value of new initiatives and embrace the changes. Achieving this level of implementation would not have been possible without the strong support and commitment of top management.

How Closely Is Senior Management Involved in Certification?

Karina Silberbauer:
Our senior management is closely involved in every certification process. They also view DQS audits as an opportunity to obtain an independent external assessment of whether management is effectively fulfilling its responsibilities and whether the requirements of the relevant standards have been successfully integrated into our management system.

As required by ISO 9001, management also ensures that the necessary resources are available to achieve these objectives.

How Have Your Customers Responded to the New Certifications?

Karina Silberbauer:
Our customers highly value these certifications – particularly GDP certification for pharmaceutical transportation. They demonstrate that certification can provide a real competitive advantage. After all, certified quality is exactly what our customers expect, and certification enables us to provide objective proof that we meet those expectations.

Management System Certifications Play an Important Role in External Communication. Do They Also Deliver Significant Internal Benefits?

Karina Silberbauer:
Absolutely. Our certifications drive continuous improvement throughout the organization. This is especially true of the annual surveillance audits, during which experienced auditors identify opportunities for further improvement.

These annual audits make a significant contribution to our continual improvement process. Ultimately, our certified management system benefits our customers – but that is only one of many advantages.

There Are Many Certification Bodies. How Did You Come to Choose DQS?

Karina Silberbauer:
DQS was initially recommended to us for our TAPA TSR certification. We were very satisfied with DQS in general and with our auditor, Andreas Völkerding, in particular. As a result, we decided to work with DQS for ISO 9001 certification as well – and soon for ISO 14001.

That's Great to Hear.

Karina Silberbauer:
Yes, we are very pleased that we chose DQS as our certification body. Our DQS auditor not only has extensive industry expertise, but also takes the time to understand our business. He identifies opportunities for improvement and conducts audits in a professional yet collaborative and constructive manner.

Another major advantage is that Mr. Völkerding has a strong background in logistics himself, which makes the audits particularly valuable and relevant for our organization.

Thank you for sharing your insights with us.

Spedition Müller Transporte GmbH is part of the Müller Group. In Austria, the company is one of the most efficient logistics service providers in Central Europe in the area of temperature-controlled loads and has its own modern refrigerated warehouses and storage facilities. The company's portfolio is divided into three areas:

• Food logistics: distribution of fruit and vegetables within Europe
• Pharmaceutical logistics: customized transport solutions for highly sensitive products, such as blood plasma, etc.
• High-security logistics: transport of high-value goods using special security systems

Conclusion: Why Quality Management Is Essential for Success in Transport

Companies operating in the transport and logistics sector face a wide range of risks, making security, reliability, and on-time delivery critical success factors. At the same time, they must comply with regulatory, industry-specific, and customer requirements throughout increasingly complex global supply chains.

The example of Müller Transporte demonstrates how an integrated management system helps organizations manage these requirements in a structured way while proactively addressing risks. In addition to implementing ISO 9001 for quality management, the company places a strong emphasis on industry-specific standards such as TAPA and the GDP Guidelines.

By combining internationally recognized standards and guidelines, organizations can establish transparent processes, strengthen security, and build trust with customers and business partners. Certification therefore plays a key role in supporting operational excellence, organizational resilience, and long-term business success.

The Importance of GDP in the Pharmaceutical Supply Chain

GDP certification has also helped Müller Transporte optimize key operational processes as part of its quality management system. For example, the company introduced monthly self-inspections based on standardized checklists, enabling any deviations from process requirements to be identified and addressed without delay.

For customers in the blood plasma sector, drivers receive not only general training but also customer-specific training tailored to individual requirements. The procedures for different plasma collection and transport operations are clearly defined to ensure consistent compliance.

In addition, dispatch personnel work closely with drivers before each transport to complete customer-specific checklists. This structured approach enables Müller Transporte to meet the stringent requirements of blood plasma transportation. Dispatch staff responsible for these operations also receive specialized customer-specific training.

Cleanliness is another critical requirement in both pharmaceutical and food transportation. To support these requirements, the company installed an automated trailer interior cleaning system. The new logistics facility includes a dedicated docking bay where trailers are positioned for cleaning.

Once a trailer arrives, the system automatically recognizes the license plate and initiates the predefined cleaning program. A robotic cleaning unit enters the trailer, washes and disinfects the interior, and automatically records the entire cleaning process, making documentation and traceability significantly more efficient.

Temperature control is another major risk factor in pharmaceutical logistics. Müller Transporte has therefore established processes that rely on modern IT systems to continuously monitor transport temperatures, allowing immediate action if deviations occur. This also requires regular employee training to ensure that all personnel remain familiar with the relevant procedures.

Drivers are equipped with smartphones managed through a Mobile Device Management (MDM) solution and have access to a dedicated training app. They are required to complete mandatory training at least once a year to ensure their knowledge remains up to date.

How Does DQS Support the Continuous Improvement of Management Systems?

DQS services go beyond a simple conformity assessment by providing an objective external evaluation of the effectiveness of a management system. Through a structured external perspective, audits not only identify potential nonconformities but also highlight opportunities for improvement across processes.

In a complex environment such as transport and logistics, this provides a valuable foundation for continuously improving processes, managing risks effectively, and ensuring reliable compliance with requirements throughout the supply chain.

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