Quality Management in Logistics: A Comparison of Practices between Manufacturing and Retail Companies and Logistics Firms.

Abstract

In February 2002, the Institute of Transport Studies (ITS), The University of Sydney, initiated a study to investigate world class logistics (WCL) practices in Australia. This research is part of the wider WCL study investigating the state of quality practices in logistics in Australian companies. The study examines the extent to which quality management practices are adopted, impediments to implementation of quality improvement processes, quality management tools (simple) employed, methods used to measure customer expectations, and the extent of satisfaction with quality programs. In addition, the study compares the extent of quality practices between manufacturing and retail organizations, and logistics firms. The results show that manufacturing/service organizations are ahead of logistics firms in the application of quality management practices in the logistics functions.