Quality management in logistics sector: Principles and practice

Abstract

As it is the case for production and service sectors, one of the key ways for a logistics company to create sustainable competitive advantage is to differentiate itself from the rest with the quality that it offers. Researchers and practitioners have developed various quality improvement policies for logistics service providers and each of the policies addresses certain aspects of the business. This study individually evaluates the major quality approaches involved in an attempt to explore prospects of combining them in a way to maximize the benefit of their implementation. To promote applicability the quality approaches are analyzed from the perspective of customers as well as that of implementers of quality programmes.