Michael's Custom Music is a manufacturer of custom keyboards and ukuleles. Currently the company uses three primary carriers to move the shipments from its Barrie factory to various music retail outlets throughout Canada and the United States. Considering the fragile nature of the goods, Bob Kajiko the owner wants to evaluate the performance of the carriers and collected data for the following metrics over a three-month period.

PERFORMANCE CRITERIA	WEIGHT FACTOR
On-time delivery	30
Loads with damage claims	30
Customer satisfaction ratings	30
Billing accuracy	10
Total	100

Allied Transport - Allied Transport is large corporation headquartered in London, ON with global presence throughout North America, Europe and expanding all over the Asia market. Shipping with the company is very simple using innovation of transportation portal is very user-friendly. Customer service is very professional and reliable. Tracking information is current and up-to-date and but there has been challenges with on-time deliveries. Allied Transport provides an additional feature of shipping and packaging support to Michael's Custom Music during the heavy season. Service quality performance is extremely positive with very few damage claims. Invoicing is processed in the company portal, but the costs have been raising. Michael's is not sure this is due to the expansion of the company.

Bestway Freight - Overall good capabilities but lack of initiative when it comes to customer service requirements. Bestway Freight is a small local company that has been shipping with Michael's since the company first began. The company provides competitive rates, despite of the industry rate increases. Bestway has treated Michael's as they were the most important customer, but the intent has been lost with the time wasted with lack of technology. With the attention to detail no damage claims have been made, but frustration has been flagged with large shipments arriving late.

Certain Carriers - Delivers on Time and Michael's trusts them for all rush shipments. Certain Carriers completes all documentation, handling rush shipments thought-out Canada and United States. Certain Carriers has expanded to the global market in the last 5 years. Tracking orders and working with the customer service team is a pleasant experience providing real-time information for all customers. Challenges with fluctuating costing has posted the question of changing freight forwarders. Certain Carriers has few damage claims, with the inconsistent labour staff delivery. This has been addressed and improved for short times but them returns to RMAs again.

Instructions:

1. Calculate the performance score for each of the three carriers.
2. Which carrier would you recommend that Bob consider for elimination? Why
3. If Bob decides to keep all three carriers, what should each of them work to improve?