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Critical Success Factors of Logistics Organizations
Abstract
To sustain the growing competition by the domestic players and the international players, these firms are implementing customer service standards to be wary of adopting easily achievable performance standards. But setting standards at unrealistically low levels will not help to establish a competitive advantage. Emphasis on total quality or on creation of the perfect order are very critical to any acceptable quality level set below 100%; the firm should develop customer service policies and standards through customer consultation; the firm should develop procedures to measure, monitor, and control the customer service quality called for by the firm's performance measures and standards. The chapter discusses the various tools, techniques, and highlights the critical success factors for a logistic firm by studying the five top-most logistics organizations on the globe.
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