Patrick Fung and Alfred Wong
Logistics Information Management
1998, Vol. 11, No. 5, pp. 324-329
1) Logistics services
- a) Intra-organizational and inter-organizational materials management activities
- b) Maximizing the time and place utilities of the goods to the customers.
- c) Effective alignment of suppliers’ and customers’ marketing objectives through
- i) Use of technical resources
- ii) Organizational structure
2) Logistics services providers must develop a coherent mix of strategy, structure and tasks that best link upstream and downstream supple chain customers.
3) TQM issues for logistics services provider
- a) Customer service
- i) Offering wide range of services
(1) Pre-transaction consulting
(2) Import/export administration
(3) Provide staffing
- ii) Customized to customers needs
iii) Minimize total cost per throughput
- iv) Job is not done until customer is satisfied
- b) Information technology
- i) Communication (between suppliers, customers, firm)
- ii) Data linkage for efficiency
(1) Order input
(2) Online credit/account management
(3) Reporting (utilization)
- c) Organization and personnel
- i) Flexibility
- ii) Communication and interaction
- d) Continuous improvement
- i) Incremental improvement ito quality, speed, flexibility, cost
4) TQM Model
- a) Management by fact: customized IT
- ↕
- b) Delight the customers: interactively determined CS
- ↕
- c) People-based management organized teamwork