[56]performance, attributes of reliability may mean that shipment arrive damage-free; invoices are correct and error; free; shipments are made to the correct locations; and the exact amount of product ordered is included in the shipment. While these and numerous other aspects of overall reliability are difficult to enumerate, the point is that customers demand that a wide variety of business details be handled routinely by suppliers. Additionally, service reliability involves a capability and a willingness to provide accurate information to customers regarding operations and order status. Research indicates that the ability of a firm to provide accurate information is one of the most significant attributes of a good service program. Increasingly, customers indicate that advanced notification of problems such as incomplete orders is more critical than the complete order itself. Customers hate surprises! More often than not, customers can adjust to an incomplete or late delivery if they have advanced notification