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dc.contributorDepartment of Shipping and Transport Logisticsen_US
dc.creatorWong, Heung-tsun Kenneth-
dc.identifier.urihttps://theses.lib.polyu.edu.hk/handle/200/387-
dc.languageEnglishen_US
dc.publisherHong Kong Polytechnic University-
dc.rightsAll rights reserveden_US
dc.titleEnhancement of logistics services and quality management : competitive strategies of a terminal operatoren_US
dcterms.abstractThe 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.en_US
dcterms.extent98 leaves : ill. ; 30 cmen_US
dcterms.isPartOfPolyU Electronic Thesesen_US
dcterms.issued2003en_US
dcterms.educationalLevelAll Masteren_US
dcterms.educationalLevelM.Sc.en_US
dcterms.LCSHHong Kong Polytechnic University -- Dissertationsen_US
dcterms.LCSHBusiness logistics -- China -- Case studiesen_US
dcterms.LCSHBusiness logistics -- China -- Hong Kong -- Case studiesen_US
dcterms.LCSHTotal quality management -- China -- Case studiesen_US
dcterms.LCSHTotal quality management -- China -- Hong Kong -- Case studiesen_US
dcterms.accessRightsrestricted accessen_US

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Please use this identifier to cite or link to this item: https://theses.lib.polyu.edu.hk/handle/200/387