3 Reliability
At the heart of logistics is the overriding importance of service reliability. Its success is
based upon the ability to deliver freight on time with the least threat of breakage or damage.
Logistics providers often realise these objectives by utilising the modes that are perceived as
being most reliable. The least polluting modes are generally regarded as being the least
reliable in terms of on-time delivery, lack of breakage and safety. Ships and railways have
inherited a reputation for poor customer satisfaction, and the logistics industry is built
around air and truck shipments... the two least environmentally-friendly modes.