U-Freight aims to achieve total customer satisfaction by obtaining zero defects in all aspects of the business and it is approaching its goal. Each department within the company uses a number of key service indicators as guidelines in its effort to eliminate possible problem areas. The elimination of such areas has been described as the company's prime objective. 'These key service indicators help us improve our service to our customers,' said Simon Lee, U-Freight's assistant general manager. The guidelines form part of the Total Quality Management procedures and the number of indicators varies between departments. Two of the export department's indicators cover cross-labelling to prevent a package bound for Jakarta being labelled for Johore and accurate airway bill preparation. The seven indicators of the logistic and distribution department include guidance on accurate data entry. All entries are checked by a supervisor. 'Our performance trend is approaching zero defects and I am satisfied with the performance of the staff. Although the main objective is to provide customer satisfaction, this system is also helpful to management.'
