The ABF^® Quality Process was initiated in 1984, based upon the principles of Philip Crosby & Associates. The goal is to consistently meet the agreed-upon requirements of internal and external customers and achieve total customer satisfaction through error-free work. Every ABF employee participates in the Quality Process.

Earlier this year, Logistics Management and Reed Research Group surveyed readers who are qualified buyers in their respective service modes. Surveys were sent to readers both by mail and e-mail; the results were based on 2,468 completed surveys. A minimum of approximately 200 completed surveys was used to determine winners in each service category, with the exception of Warehouse Services, which received 109 responses. Readers who filled out questionnaires about carriers and warehouses were asked to rate them on five key areas vital to logistics excellence: on-time performance, value, information technology, customer service, and equipment and operations. Third parties, on the other hand, are judged on criteria that are more appropriate to their supply-chain role. They are rated on the following criteria: carrier selection and negotiation, order fulfillment, transportation/distribution, inventory management, and logistics information systems. The survey also asked readers for comments on what constitutes excellent performance in each area.

Also see the ABF, Philip Crosby & Associates and the Logistics Management Web sites for additional background:

manufacturing.net/lm/index.asp, philipcrosby.com/pca/ and abf.com

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