Kings of the road
By Staff -- Logistics Management, 8/1/2004
National less-than-truckload (LTL) motor carriers navigated numerous speed bumps this past year— higher diesel prices, a lingering driver shortage, and rising insurance costs. Still, high-grade haulers managed to overcome those obstacles while meeting rigorous shipper expectations for on-time delivery, solicitous service, and reasonable prices. "We classify value as a combination of price and performance," wrote one reader. "Ninety percent of our focus is on those items." Another reader defined value this way: "On time at the right place at the right time with no claims."
This year four National LTL truckers carried off gold stars for excellence. By the way, three of them won awards last year—Yellow Transportation, Roadway Express, and ABF Freight System. Joining them this year was Watkins Motor Lines.
Despite the admission of one more winner to the quality circle, overall ratings for national LTL carriers headed downhill this year. The composite number for this group slid from 31.94 to 31.57. Scores slumped in four of five categories: on-time performance dropped from 9.96 to 9.88; value fell from 7.72 to 7.42; information technology declined from 4.33 to 4.07; and customer service faltered, down to 6.10 from 6.22. Only equipment and operations powered up, rising from 3.72 to 4.10.
As was the case last year, only one carrier earned kudos from readers in the category for multiregional LTL carrier. Frequent winner FedEx Freight once again captured the gold medal in this class.
The average weighted scores for multiregional LTL carriers slipped by decimal points, falling from 32.62 to 32.59. The on-time performance rating, meanwhile, gained ground, inching upward from 10.20 to 10.26. The mark for equipment and operations was also higher than last year—4.23 in 2004 compared to 3.82 in 2003. But scores careened off-course in three other areas: value dropped from 8.0 to 7.76; information technology declined from 4.34 to 4.15, and customer service fell from 6.26 to 6.18.
As for surface package carriers, only two carriers reached the finish line to earn trophies this time out. UPS and FedEx Ground, both winners last year, outpaced the competition to earn awards.
Marks in this group dragged in comparison to last year with the weighted score slipping slightly from 35.21 to 35.18. Ratings only improved in two categories. On-time performance sped up from 11.06 to 11.20, and equipment and operations jumped from 4.17 to 4.65.
Package carriers' overall value rating, on the other hand, rolled backwards from 8.68 to 8.39, while information technology fell from 4.88 to 4.59. Customer service also slipped a bit, from 6.42 to 6.35.
National LTL
| On-time Performance | Value | Information Technology | Customer Service | Equipment & Operations | Weighted Score | |
| All scores are weighted. Weighted scores are determined by multiplying the average raw scores by the average importance of each attribute (1 = least important; 5 = most important). To find the attributed weights for this category, see the introduction to the Quest for Quality report. Source: Logistics Management, Reed Research Group |
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| National LTL Carriers | ||||||
| Yellow Transportation | 9.92 | 7.48 | 4.26 | 6.07 | 4.18 | 31.92 |
| Roadway Express | 9.94 | 7.42 | 4.20 | 6.14 | 4.13 | 31.82 |
| Watkins Motor Lines | 10.12 | 7.37 | 3.87 | 6.26 | 4.17 | 31.79 |
| ABF Freight System | 10.02 | 7.27 | 4.08 | 6.18 | 4.10 | 31.65 |
| AVERAGE | 9.88 | 7.42 | 4.07 | 6.10 | 4.10 | 31.57 |
| Multiregional LTL Carriers | ||||||
| FedEx Freight | 11.45 | 7.87 | 4.74 | 6.76 | 4.66 | 35.49 |
| AVERAGE | 10.26 | 7.76 | 4.15 | 6.18 | 4.23 | 32.59 |
| Surface Package Carriers | ||||||
| UPS | 11.90 | 8.60 | 4.96 | 6.67 | 4.92 | 37.05 |
| FedEx Ground | 11.30 | 8.17 | 4.80 | 6.61 | 4.68 | 35.55 |
| AVERAGE | 11.20 | 8.39 | 4.59 | 6.35 | 4.65 | 35.18 |
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