Rd. Anderson et al., QUALITY MANAGEMENT INFLUENCES ON LOGISTICS PERFORMANCE, Transportation research. Part E, Logistics and transportation review, 34(2), 1998, pp. 137-148
Citations number
39
Categorie Soggetti
Transportation,"Engineering, Civil",Transportation,"Operatione Research & Management Science
The importance of quality management practices in the achievement of o
perational results and customer satisfaction in logistics has been ass
erted in many studies. However, though widely adopted, quality managem
ent does not have a uniformly accepted framework as a basis for assess
ment of improvement efforts. This study develops quality management co
nstructs and a casual model based on the criteria utilized in the Malc
olm Baldrige National Quality Award. Casual relationships between qual
ity management factors and logistics outcomes, specifically logistics
operational performance and customer service, are established. Implica
tions of the findings for management are discussed. (C) 1998 Elsevier
Science Ltd. All rights reserved.