If quality means anything, the people
who deliver it mean everything.
Last November, Saia’s management team gathered in
Houston to take a collective look at how far we have
come in 87 years, and to plan for the challenges
that lie ahead. The theme for that get together was a
familiar one: Quality Matters. While this has been our
mantra since 1924, it has never been more important
than it is today.
In today’s supply chain, there is no margin for error.
Quality is in the details. When we introduced the
Saia Customer Service Indicators® more than a
decade ago, Saia identified six key metrics that,
according to our customers, define exceptional
service. Today, our CSIs drive every facet of Saia’s
business. Because quality matters, taking care of
the people who deliver it is critical.
Saia is continually investing in our people, which
is what makes us so valuable to our customers:
• Training: Saia has one of the most aggressive
training programs in the industry, encompassing
everyone from drivers to dockworkers to sales
personnel to customer service reps
• Equipment:
– We have taken delivery of 500 new tractors
since January, and 700 new trailers
– Every dockworker at our company has access
to the materials they need to make sure your
shipment moves claims-free, including logistics
post trailers, airbags and straps
• Safety: Safety if our #1 priority and it begins with
each employee understanding the indispensable
role he plays in our shared success
• Process Driven:
