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1、TotalQualityManagement,Vol.15,No.2,147–159,March2004QualityManagementintheLogisticsIndustry:anExaminationandaTen-StepApproachforQualityImplementationKEE-HUNGLAI*,GILBERTLAU**&T.C.E.CHENG**DepartmentofLogistics,TheHongKongPolytechnicUniversity,Kowloon,HongKong,People’sRepublicofChina,**Ori
2、entalLogisticsGroupofCompanies,KwaiChung,N.T.,HongKong,People’sRepublicofChinaAbstractWeexaminethefactorsthatencouragefirmsinHongKong’slogisticsindustrytoimplementqualitymanagementsystems(QMSs)toensurequalityintheirworkprocesses.Basedonacasestudy,weintroduceagenericten-stepapproachforQMSim
3、plementation,anddiscussthecostandserviceadvantagesachievedinthecasefirm.TheapproachoffersproceduralguidelinesforfirmsintheindustrycontemplatingtheimplementationofQMS.KeyWords:Qualitymanagement,logisticsindustry,implementation,casestudy,IntroductionTheenduringrepercussionsoftheAsianfinancialcr
4、isisin1997,theworseningglobaleconomyfollowingtheburstofthedotcombubblein2001,andtheincessantriseincustomerdemandsforbetterserviceshaveallcontributedtoshrinkingprofitmarginsforallbusinessfirmsintheworld.Inadditiontohavingtocopewiththesetoughchallenges,firmsinHongKongwillalsoneedtofacesevereco
5、mpetitionfromagrowingcropoflow-cost,labour-intensivecompetitorsontheChinesemainlandandfromaformidablearmyofhighvalue-addedcompetitorsfromSingaporeandTaiwan.Inordertofaceuptothesechallenges,manyHongKongfirms,includingthoseinthelogisticsindustry,havebeguntorealizethattheirsurvivalandprosperi
6、tylieinplacingagreatemphasisonattainingsuperiorproduct/servicequality.Topreservecompetitivestrengths,businessfirmsareincreasinglycapitalizingontheircorecompetenciesandoutsourcingtheirnon-corebusinesses,suchaslogisticsactivities,tooutsideparties.Thelogisticsindustryexiststohelpbusinessfirmsp
7、erformallorpartoftheirmaterialsmanagementandproductdistributionfunctions.FirmsinthelogisticsindustryaregenerallyregardedaslogisticsCorrespondenceAddress:Kee-hungLai,DepartmentofLogistics,TheHongKongPolytechnicUniversity,HungHom,Kowloon,HongKong,People’sRepublicofChi
