Journal of Transportation Management


Increased performance expectations, a more complex operating environment, rising costs, and declining operating margins have become every day challenges for carrier management. In order to meet these challenges, business-as-usual is not an adequate response. The time has come to take a new look at the way thing are being done and the results that are being achieved. One method of making such an examination, Six Sigma, has produced extraordinary results for many of the manufacturing and service companies, large and small, that have implemented it. The introduction of Six Sigma as a means of examining and improving carrier service delivery processes is discussed and illustrated.