Competitive benchmarking in the air cargo industry: Part III

Abstract

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.