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This is the second paper of a series of three, discussing a benchmarking application in the air cargo freight industry. The paper discusses the following: qualitative benchmarking data across a wide range of attributes and an analysis of performance gaps in each area of the questionnaire utilised; qualitative information in the form of practices described by the various managers interviewed during the course of the whole project. Considers areas such as leadership, strategic quality planning, human resources management and development and process management. Offers findings from the research in these areas, giving a snapshot of what each company surveyed is doing in each of the areas covered

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.

This is the first of a series of three papers discussing a major benchmarking initiative in the air cargo freight industry sector. The project itself focused on nine major competitors in the cargo industry and included organisations known to be leaders in the areas of service excellence. The methodology used for establishing comparisons was an adaptation of the Malcolm Baldrige National Quality Award (MBNQA) (1996 version). A questionnaire was used with prompts covering various areas of quality management, people involvement in continuous improvement, service excellence aspects, customer focus and satisfaction aspects and finally business and operational performance aspects. Paper 1 discusses the changes that are taking place in the air cargo freight industry and sets the scene by presenting profiles of all of the competitors used in this study.