Value Chain and Critical Success Factors

Transportation - Truckload, Less-than-Truckload and Logistics and Warehousing

Description Develop new and/or improved Manage strategies and Manage operations process to Provide customers with effective,
service capabilities programs to maximize meet service requirements proactive assistance throughout
revenues revenue cycle.
Value Chain New Service Gain New Service Delivery Customer Support
Development Business
Critical Efficient/cost effective Meet customer Produce on time, Accurate tracking of
Success development process needs and low cost delivery freight
Factors Ability to identify
expectations (e.g., without damage or
Timely collection of
low cost, on time loss of freight
services leading to accounts receivable
delivery, no
increased revenues Timely accurate
damage or loss, Ability to produce proof
and/or improved invoicing
service support) of delivery records
margins
Ability to control electronically
loss to the
Quick claim response
Company due to
damage of freight
Effective
dispatching of
drivers and
equipment
Truckload, Less than Truckload and Logistics and Warehousing 6
10/4/97