ABC Logistics (HK) Limited was set up in 2008. It is a freight forwarding company which head quarter is located at Shanghai. It is a branch office that helps to co-operate with Shanghai head office and other branch offices all over the world. The main activities of ABC are to help their clients to transport cargos import, export and re-export. On the other hand, ABC has also provides local delivery services, import/export customs clearance and other kinds of logistics services to customers. ABC is divided into two main departments, one is air freight department, and another one is sea freight department. The air department handles all air shipment and enquiries about air cargo. As for sea department, it handles sea shipments of imports and exports. ABC received enquiries from customers and find out suitable schedules and size of containers to transport the cargoes for the customers by making booking to major carriers like Hanjin, Maersk, Cosco and so on. Sometimes, it may ask for help from other competitors to be joint partner to help them book the containers with the carrier. This is the major transformation process of the sea department. As for air department, it is the same. Some customers complain about ABC that the response time sometimes too slow for replying e-mails. Besides, some complain about the quality of services for the trucking company and the package services for the warehouse. For examples, the goods were not probably packed into pallets or some are torn off and crushed. The truckers always delay of picking up and deliver cargos for them. There are also some failures of releasing shipping order for the customers to pick up container from the container ports. The manner of the staff to customers cannot maintain politely. All the above problems are related to quality management problem in operation.
Slack, Chambers and Johnston (2010) stated that quality is the only one of the five ‘operation performance criteria’ to have its own dedication....