Presents an analysis of the total quality management
(TQM) system of a logistics service provider operating in a
supply chain context. The company can achieve on-going
improvement in its services cost-effectively through
efficient use of information system and teamwork. Following
the strategy of case study research, analytical generalisation
is made with respect to the multiple roles of the
logistics service provider in determining its relationships
with internal and external customers and in setting service
goals; the intensive use of information in facilitating and
monitoring logistics service operations, which in turn
determines the competitive advantage of the service
provider; essence of people-based management and how
that promotes interactions in teamwork, trust building and
flexibility in meeting changing goals and process requirements;
and alliance leadership and its potential to empower
teams to innovate and upgrade total quality service in
turbulent environments.
