CASE 11.2 Bob's Custom BBQs Bob's Custom BBQs, a manufacturer of outdoor grills, uses three primary carriers to move grills from its Texas factory to home improvement retailers in the United States and Canada. The owner, Bob Flambeau, wants to evaluate the performance of the three carriers and collected data for the following metrics over a three-month period. PERFORMANCE CRITERIA ALLIED TRANSPORT BESTWAY FREIGHT CERTAINT CARRIERS On-time delivery 99.5% 98.7% 98.2% Loads with damage claims 0.9% 1.6% 0.4% Customer satisfaction ratings 4.6 4.2 3.9 Billing accuracy 99.3% 99.6% 98.2% Loads rejected 1.3% 2.1% 0.9%Bob asked h is transportation manager to develop a s corecard to help compare the carriers on these ave metrics. The manager came up with the following chart: PERFORMANCE PERFORMANCE CRITERIA WEIGHT FACTOR EVALUATION POTENTIAL SCORE ACTUAL SCORE On-time delivery 30 >98.5% = 5 150 96.01-98.5% =4 93-96% = 2 2% = 0 Customer satis- 20 >4.5 =5 100 faction ratings 4.01-4.5 =4 3-4-2 99% = 5 50 97.01-99% = 4 95-97% =2 3% = 0 Total Score 500CARRIERS PERFORMANCE PERFORMANCE CRITERIA ALLIED TRANSPORT BESTWAY FREIGHT CERTAIN CARRIERS On-time delivery 99.5% 98.7% 98.2% Load with damage claim: 0.9%% 1.6% 0.4% Customer satisfaction rating 4.6% 4.2% 3.9% Billing Accuracy 99.3% 99.6% 98.2% Load Rejects 1.3% 2.1% 0.9% PERFORMANCE CRITERIA WEIGHT FACTOR PEFORMANCE EVALUATION POTENTIAL SCORE On-time delivery 30 >98.5%=5, 96.1%-98.5%=4, 93%- 96%=2, 2%=0 150 Customer satisfaction rating 20 34.5%=5, 4.01%-4.5%=4, 3%- 4%=2, 3%=0 50 21. PERFORMANCE CRITERIA ALLIED TRANSPORT BESTWAY FREIGHT CERTAIN CARRIERS On-time delivery Load with damage claims Customer satisfaction rating Billing Accuracy Load Rejects Q2. 03