Enhancement of logistics services and quality management : competitive strategies of a terminal operator

Pao Yue-kong Library Electronic Theses Database

Enhancement of logistics services and quality management : competitive strategies of a terminal operator

 

Author: Wong, Heung-tsun Kenneth
Title: Enhancement of logistics services and quality management : competitive strategies of a terminal operator
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Business logistics -- China -- Case studies
Business logistics -- China -- Hong Kong -- Case studies
Total quality management -- China -- Case studies
Total quality management -- China -- Hong Kong -- Case studies
Department: Dept. of Shipping and Transport Logistics
Pages: 98 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1749103
URI: http://theses.lib.polyu.edu.hk/handle/200/387
Abstract: The dissertation has been written with the aim to analyze the current competitive environment of Yantian International Container Terminals Limited (YICT) and discuss the competitive strategies to maintain its market leadership with the barriers from customers' continuous changing demand, keen competition and rapid growth of the South China market, etc. Facing the difficulties, YICT uses differentiation rather than pricing as the generic strategy to compete with the neighbouring port operators and improve its service quality continuously so as to create value for its customers. In order to understand how YICT sustains its survival, YICT's enhancement in logistics services and quality management is assessed. In particular, it is recognized that continuous upgrading in process improvement is vital as the role of a port operator is mainly to deliver handling services with high productivity and efficiency. Hence, appropriate competitive strategies in continuous quality improvement are discussed and recommended to YICT. In this research, a detailed study of Porter's Five Competitive Forces Model and Total Quality Management is developed to provide a constructive framework in explaining how YICT improves its quality to cope with any barriers encountered. The findings ascertain that YICT's competitiveness is increasingly threatened in South China. Knowing that YICT is an important gateway in South China, YICT's management is keen on adopting various competitive strategies to achieve continuous service improvement and customer satisfaction in all aspects with the mission to sustain its long-term viability as well as profitability. YICT strives to fully understand customers' needs, expectations and development plans so as to tailor-make quality services for them. In the light of the fact that customers' demands are ever-changing, YICT is obliged to study innovative tools to strengthen its technique in handling quality enhancement projects with the total involvement of the whole company. Because of YICT's integrity in quality enhancement, YICT has successfully leveraged its competencies in the port industry and applied unique strategies in quality management. Last but not least, Six Sigma, a methodology to define and improve processes is recommended to integrate with Total Quality Management in order to achieve service excellence.

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