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Competitive benchmarking in the air cargo industry: Part III

Ingrid Lobo (Quality Improvement Management, Lufthansa Cargo, Dubai, United Arab Emirates)
Mohamed Zairi (European Centre for TQM, University of Bradford, UK)

Benchmarking: An International Journal

ISSN: 1463-5771

Article publication date: 1 December 1999

3784

Abstract

This is the last of a series of three papers discussing a benchmarking project related to the air cargo freight industry. This paper builds on the analysis covered in the second part, by discussing the gaps between various competitors and highlighting the practices that give respective competitors a key advantage in each of the specific areas scrutinised. Considers the areas of leadership, strategic quality planning, human resources management and development, process management, quality results and customer satisfaction. Notes that most organizations studied have put service at the forefront of their competitive approaches.

Keywords

Citation

Lobo, I. and Zairi, M. (1999), "Competitive benchmarking in the air cargo industry: Part III", Benchmarking: An International Journal, Vol. 6 No. 4, pp. 302-309. https://doi.org/10.1108/14635779910297406

Publisher

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MCB UP Ltd

Copyright © 1999, MCB UP Limited

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