The Five Phases of Successful Freight Delivery

Before Dispatch

Review the order to confirm important dates (i.e. pick up, delivery), loading and unloading locations, product compatibility and temperatures, and any other special instructions related to the order.

Assign a carrier after reviewing the load type, such as a mixer with multiple picks, single or team drivers, truck empty location, trailer length, trailer type.

Check product weights and total pallet counts to make sure the order is complete or not too large for the trailer. If there is a possibility of an over gross situation, or a space issue, contact the customer who will make the determination of what to remove from a particular order if that becomes a necessity.

Verify all pick up numbers and cross-reference them to the delivery purchase order numbers.

Verify pick up numbers and corresponding product counts with the loading facility.

Verify location of loading facility. Get detailed driving directions.  Many produce companies have multiple sheds that ship different product. During transition seasons, verifying the loading location reduces the likelihood that a truck will be dispatched to the wrong location, which may create a delivery problem.

Verify shipping hours, appointment requirements &/or policies, and always get the name of the person who confirmed pick up information. Inform that individual of approximate ETA of the truck. Always update the cooler of any changes to confirmed time commitments. 

Determine at which location a temperature recording instrument will placed on the load. 

Confirm with the carrier the truck status (i.e. empty, in unloading process, at delivery location waiting for unloading,) location, truck number, driver phone number.

Dispatch

During this phase, there are two main objectives.

First, we give the driver all the load information collected during the pre-dispatch stage. We send the driver a fax or an e-mail detailing this information. The driver calls to let us know that he or she has received the fax and we review it together before the loading procedure begins.

Second, this conversation with the driver is critical. This is our key opportunity to emphasize to the driver the importance of communication. Errors that have serious consequences happen during the loading stage. We avoid many of these problems with careful, complete communications between the dispatchers and the drivers.

Following are some examples of routine instructions given to the driver:

• Call if the ETA at a scheduled pick up is different than discussed during the dispatch stage.

• Call if the product counts, product type, pick up numbers, customer PO numbers are different from dispatch.

• Pulp the product prior to putting it on the truck to assure that it has been cooled to proper temperature range.

• Report any problems that may contribute to product damage such as torn or bent boxes, product stacked incorrectly on a pallet, questionable loading patterns (i.e. blocked air flow.)

• All to report late arrivals and/or departures at and from a particular cooler so that the dispatchers can continually update the remaining shippers on approximate ETA.

• If iced product is loading with dry boxes, take preventative action to protect the dry boxes.

• Report any event or circumstance that alters the loading process to the degree that the delivery schedule is threatened.

Post Dispatch/Pick up phase

With the detailed dispatch and the instructions discussed in the above schedule, the driver begins making the pick ups. If we complete the first two phases of our plan successfully, this phase usually involves routine monitoring of the loading process.  

The level of monitoring is the only element that varies from load to load. Some of the factors that determine how closely we watch the process are as follows:  new carrier, new driver, tight delivery schedule, unusual or sensitive product etc.

In Route

We recognize that load location is probably one of the most important pieces of information that we can provide to our customers.  

Each of our customers has their own set of check call requirements. We set up our program based on their individual requests.

On loads where there has not been a loading problem and the delivery schedule is routine, our drivers make a morning check call to report their location. Many of our carriers utilize Qual Com, Nextel or other GPS services.

Additional check calls or location reports may be necessary if something has or may affect the delivery schedule.

Delivery

At the time of dispatch, we give the driver instructions regarding the delivery. It is our experience that drivers who are made aware of potential delivery issues at the time of loading seem to take more of an interest in the unloading process. This has effectively reduced the number of problems that we encounter at the time of delivery. Further, post delivery issues are resolved at this point. 

Besides the normal delivery information such as location, appointment time, phone numbers, delivery numbers etc, we advise the driver to do the following:

• Be present on the unloading dock to watch the lumpers remove the product from the trailer.

• Be with the receiver/inspector when the product counts, product type and in some cases, pulp temperatures are taken.

• Take control of, or at a minimum keep track of who has the temperature recording instrument.

• Check the signed bills of lading to make sure the information written at the time of unloading is accurate and complete.

• Immediately call the dispatcher to report any problem such as shorts, damages or refused product for poor quality. The dispatcher will then advise the driver in regards to whether the situation requires the truck to stay on site.