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| About the Authors | |
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| Foreword | |
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| Commentaries | |
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| Introduction | |
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| Overview | |
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| Summary | |
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| Challenges Facing the Trucking Industry | |
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| Identifying the Challenges | |
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| What Can Be Done? | |
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| Summary | |
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| Quality as a Framework for Improvement | |
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| Quality Approaches in Trucking | |
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| A Long-Term Approach Yields Best Results | |
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| The Eight Quality Management Principles of ISO 9000 Apply | |
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| The Quality Management Principles | |
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| Applying the Principles to the Trucking Industry | |
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| Summary | |
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| Principle 1: Customer Focus | |
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| Who Is the Customer? | |
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| Stay Customer Focused | |
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| Customer Needs Drive Improvement | |
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| Get Customer Feedback | |
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| Meet and Exceed Customer Needs | |
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| Involve Your Customers | |
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| More Tips to Improve Customer Focus | |
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| Summary | |
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| Case Study: Conducting Customer Satisfaction Surveys in Trucking | |
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| Principle 2: Leadership | |
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| Giving Leadership a Focus | |
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| Clarify the Company's Mission, Vision, and Objectives | |
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| Is Your Mission a Statement of Quality? | |
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| Using Teams as Leadership Tools | |
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| Training Is a Key Factor for Building Quality Organizations | |
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| Fund the Plan | |
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| Monitoring Your Business | |
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| Summary | |
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| Case Study: Award-Winning Carriers Benefit from ISO 9000 | |
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| Principle 3: Involvement of People | |
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| Importance of People in the Improvement Process | |
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| How Many of Your Employees Really Know What Is Expected of Them? | |
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| Do Your Employees Know How Their Jobs Relate to the Quality Plan? | |
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| Training Needs to Be Ongoing and Generic | |
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| How Can Employees Benefit from Career Planning? | |
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| Reinforcing, Recognizing, Rewarding, and Retaining Employees | |
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| Ensuring Effective Teamwork | |
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| Encouraging Innovation--Taking the Time to Fiddle | |
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| Do You Know How Satisfied Your Employees Are? | |
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| Summary | |
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| Case Study: Using Teams for Improving Carrier Performance | |
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| Principle 4: Process Approach | |
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| What Is a Process? | |
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| A Process View of the Business | |
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| Define Processes | |
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| The Process Approach Adds Value | |
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| Assess the Effectiveness of Processes | |
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| ISO 9000 Uses a Process-Based Model | |
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| Summary | |
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| Case Study: Defining Processes Aids in Transition Training | |
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| Principle 5: Systems Approach to Management | |
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| Viewing the Business as a System of Processes | |
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| Identifying the Interaction of Processes | |
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| Inter- versus Intradepartmental Communications | |
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| Encouraging Employees to Know More Than Their Own Jobs | |
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| Monitoring and Managing Separate but Interrelated Variables | |
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| Summary | |
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| Case Study: New ISO Standard Emphasizes a Systems Approach | |
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| Principle 6: Continual Improvement | |
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| What Is Continual Improvement? | |
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| Begin with Known Problems | |
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| Get at the Root Causes | |
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| Corrective and Preventive Action | |
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| A Common Technique for Improving | |
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| Summary | |
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| Case Study: Process Improvement in Trucking: A Case Study on Reducing Billing Errors | |
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| Principle 7: Factual Approach to Decision Making | |
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| Use of Data in Decision Making | |
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| Understanding the Difference between Data and Information | |
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| Why Measure? | |
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| What Is Important to Measure? | |
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| Tools for Collecting and Measuring Data | |
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| Matching People and Information | |
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| Summary | |
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| Case Study: Benefits of Using Measures in Trucking | |
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| Principle 8: Mutually Beneficial Supplier Relationships | |
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| Supplier Relationships Are Changing | |
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| The Purchasing Process Needs Guidance | |
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| The Purchasing Process | |
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| Evaluation of Suppliers | |
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| Supplier Surveys: A Valuable Tool | |
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| Monitoring and Measuring Product | |
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| The Valuable Use of Teams and Supplier Resources | |
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| Building a Partnership Takes Time | |
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| Recognizing and Rewarding Suppliers | |
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| Summary | |
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| Case Study: Trailer Dealer Embraces the Benefits of ISO 9000 | |
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| Benefiting More from the Eight Quality Management Principles | |
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| Use the Principles to Address Company-Wide Problems | |
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| Emphasizing the Principles in Addressing Driver Turnover | |
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| Applying the Principles in Day-to-Day Operations | |
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| Emphasizing the Principles in the Dispatch Operation | |
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| Formalize Your Quality System | |
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| Summary | |
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| Shifting Gears | |
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| Making These Tools a Part of the Company Culture | |
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| A Call to Arms | |
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| Summary | |
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| References | |
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| Index | |