Total Quality Management in logistics: a case study from the trucking industry
Lehman, Harry, Jr.
Roberts, Benjamin J.
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This thesis investigates the impact of the Total Quality Management (TQM) movement on the logistics industry as a whole, and, more specifically, its impact within the trucking industry. Its focus then narrows to study the practical aspects of implementing a W. Edwards Deming-based quality program within a particular trucking company, Mason Transports, Inc. The effectiveness of the company's implementation effort is assessed using data collected from a survey questionnaire, formal interviews, and personal observations during an on-site visit. Successes and shortcoming of the implementation process are highlighted and discussed.