A survey of the perceived value of quality assurance in the UK-based freight industry

Abstract

The aim of this study is to evaluate the level of satisfaction with Quality Assurance systems in the freight transport industry of the UK. The study focuses on road, air, and sea modes, terminals and warehouses but excludes passenger transport. It is found that organisational attraction to having Quality Assurance is high but powerful influences outside the range of variables studied affect the decision by management to have a quality assurance system in place. With the exception of air transport. all sectors studied subjectively rated their operations more capital than labour intensive. The impact of mimetic forces, i.e. the competition having quality assurance, is seen to be not significant. The assumption that companies handling high-value goods are attracted to quality assurance is equally rejected. The selection of the carrier depends upon the totality of service, not only upon being quality assured.