'Best of the Best' ABF Service Centers Recognized With President's Quality Awards

ABF Freight System, Inc., service centers in Fort Smith, Ark., Hickory, N.C., Reno, Nev., and Albuquerque, N.M., are scheduled to receive the prestigious President's Quality Award from ABF President and Chief Executive Officer Wes Kemp. The award recognizes service centers most exemplifying the ABF Quality Process, which are considered the "Best of the Best."

All ABF service centers annually undergo extensive evaluations, including a nomination process, a quality awareness survey, an on-site validation audit, and scrutiny by the ABF Quality Implementation Committee. The comprehensive process gauges resource management, damage/loss prevention, customer satisfaction, and other key performance indicators for the previous year.

"The employees at these four service centers have shown what can be achieved when the principles of the ABF Quality Process are put into practice," said Mr. Kemp. "ABF continues to prosper because of our dedication to serving internal and external customers in a helpful, efficient, innovative, and error-free manner. In this context, these four facilities have earned the highest honor our company can bestow. I'm looking forward to my visit with each one in celebration of their achievement."

The ABF Albuquerque Service Center is earning the award for the third consecutive year, and it is the second win for ABF Reno. This is the first Quality Award for ABF Service Centers in Hickory and Fort Smith. Mr. Kemp is scheduled to present the awards in Fort Smith and Hickory on May 11 and 18, 2010, respectively. He will present the awards in Reno and Albuquerque on May 20, 2010. Each facility is presented with a plaque that resides permanently at their location and a Quality Cup that resides only as long as a facility maintains the distinction. Each ceremony is attended by the ABF Quality Implementation Committee, local employees, and special guests, including Judy McReynolds, president and chief executive officer of ABF parent company, Arkansas Best Corporation.

The ABF Quality Process uses a five-step problem elimination system: 1) define the problem; 2) fix the problem; 3) identify the root cause; 4) take corrective action; 5) evaluate and follow up. Education through quality seminars, job-skills training, focus groups and designated quality teams have ensured that quality at ABF is a process, not merely a program. Based on principles articulated by the late Philip Crosby, the process emphasizes ongoing prevention rather than end-of-line inspection. Identifying and eliminating the causes of problems saves money and requires no additional expenditure.