P-man is right in that statistically our service is the highest it has ever been; however, ask any driver what their definition of service is and not one will mention statistics. All we see is a customer who is used to getting their delivery in the morning so that they can turn around and send it back out in the afternoon now unsure of when their delivery will be made and, in some cases, receiving their delivery after the pickup has already been made. Statistically we may have done what we said we were going to do but from a service standpoint we failed miserably.
I was waiting for this one. Someone else posted something similar.
Yes, statistically our service is the best in history. It is measured per the service guide with a "no excuses" measurement.
So, a commercial customer that get a delivery sometimes at 11, sometimes at 2, sometimes before close is measured as meeting service. I don't know if there any any special measurement for commercial customers (they should be on the AM side of the trace)
This is why you see more and more special service times.... They become part of contracts.
I agree that the customer may not get the service they would like or the service you (or I) want to give. But its the service that is paid for.
This is a hard pill, but you must answer this question....
Who will pay for the service you want to provide?
The shipper? - They already think we are too expensive and want to pay less
The shareowner? - They have seen no growth in 10 years
Management? - People here already gloat over the poor management compensation
Hourlies? - Who here is standing up to recieve less
So, objectively our service levels are the highest in history measured electronically on every package. By the date and time promised.