An enhanced Web-based and six sigma model for customer excellence in logistics for large corporations

Pao Yue-kong Library Electronic Theses Database

An enhanced Web-based and six sigma model for customer excellence in logistics for large corporations


Author: Lam, Pui-sin Cindy
Title: An enhanced Web-based and six sigma model for customer excellence in logistics for large corporations
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Reengineering (Management)
Total quality management
Business logistics
Customer services
Consumer satisfaction
Department: Dept. of Industrial and Systems Engineering
Pages: viii, 91, viii leaves : ill. ; 30 cm
Language: English
InnoPac Record:
Abstract: Globalization, advanced technology, and increased sophisticated customer demands change the way of conducting businesses. Old business models no longer work in new economy. Today's fierce competitive environment leaves no room for error. Companies must delight customers and relentlessly look for new ways to exceed expectations. Customer excellence derives from consistent quality service is resulted from efficient and error-free businesses. This relies on good logistics support which means fulfilling customers' needs by ensuring right product or service is delivered to the right customer, in the right time, at the right place at right cost. The Internet such as B2B (business-to-business) can help companies to achieve logistics excellence as it facilitates co-operation, collaboration and communication among different parties. However, it is not easy for large companies to offer customers with speedy and quality service at the same time. It is because they have not up-to-date corporate hierarchies, complex processes and lengthy supply chains that they fail to react quickly to fast-changing market needs. They also create non-value-added (NVA) activities easily that cause unnecessary delays, duplications, errors and waiting time that dissatisfied customers. All these add extra costs and lower quality that will ultimately reduce the competitive edge of the companies. To enhance customer satisfaction and eliminate errors, Six Sigma can help. Six Sigma is the most mature quality management system in the past 100 years, It is a business process that allows companies to drastically improve their bottom line by designing and monitoring everyday business activities in ways that minimize waste and resources while increasing customer satisfaction. This study is to purpose a model of a new management approach, which aims at improving processes for efficiency and consistent quality customer service for large companies. A case study in a global leading company is used to illustrate how agile organization will evolve to response to the fast changing environment for customer excellence and efficiency. Using Internet and quality improvement technique in business processes can create a networked and customer-focused organization for businesses to sustain in the future. Knowledge and skills are shared and captured. Over time, the mindset, the attitudes, the way of doing things of employees and the management style will be changed. By studying this study, companies can learn the useful ideas to improve their business processes for more competitive edges to sustain their market positions.

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