“The use of the five-step problem elimination process and the use of focus groups to tackle problems are deeply ingrained in our culture and have served us well for over 25 years,” said Mr. Slagle. “This approach to quality enhances the value of the services we offer the marketplace and heightens customers’ perception of ABF and our people. The conscientious dockworkers, truck drivers, shop staffs, account managers, and office staffs at these four service centers are setting the pace by their relentless pursuit of quality. I'm looking forward to my visit with each one in celebration of their achievement.”
Each facility is presented with a prestigious President’s Quality Award trophy and earns a listing at the ABF General Office. The award ceremonies are attended by the ABF Quality Implementation Committee, local employees and special guests.
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 ABF Quality Process uses a five-step problem elimination process: 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 improves service and requires no additional expenditure.
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