Purpose -The purpose of this paper is to utilize quality function deployment (QFD), Benchmarking analyses and other innovative quality tools to develop a new customer-centered undergraduate curriculum in supply chain management (SCM). Design/methodology/approach -The researchers used potential employers as the source for data collection. Then, they used QFD and benchmarking to develop a Voice of Customer matrix. Using information from the matrix, a new customer-oriented SCM undergraduate programme was designed. Findings -The researchers outline a practical solution to the problem of designing academic programmes which satisfy the main expectations of potential employers (customers).Research limitations/implications -The study is specifically concerned with the design of an SCM curriculum, but the researchers argue that the design methodology could be applied in other academic contexts. Practical implications -The application of QFD and benchmarking as a joint analysis tool is an interesting approach in education because the information is analysed from different perspectives simultaneously. The new programme successfully meets customer/employer expectations and requirements.Originality/value -This study demonstrates the effective application of quality design tools to enhance academic programmes. The approach can clearly be extended to other areas for the design of specific courses and programmes. The most important needs in programme design are those of identifying the programme's main customers and of clarifying their expectations.
As American firms formulate competitive strategies for the 1990s and beyond they are realising that significant profit opportunities exist outside the United States. As managers deal with globalising their logistics systems to support overseas marketing efforts transportation becomes an extremely important factor. The readiness of the US transportation system to support the growing global logistics needs of American business is examined. The authors conclude that with few exceptions the US international freight transport industry cannot meet the challenges presented by the rapid globalisation of the marketplace.
The past five years have seen unprecedented changes transform the way goods are moved around the world. The expanded Panama Canal now permits larger vessels as well as simultaneous transits in each direction. Coincidently, steamship lines began purchasing a new generation of bigger ships, forcing ports in the United States to make very large investments in new infrastructure. When examined within the context of other environmental events impacting global trade, the total effect has been to put the maritime industry into a state of flux. This paper will examine these and other important issues before offering conclusions intended to help managers develop successful supply chain strategies in today’s uncertain post-Panamax world.
This paper examines the ongoing evolution of the U.S. airline industry under deregulation. After losing money for most of the past 35 years, carriers have made structural changes to their business models that have proven to be, at least in the short term, very profitable. After delineating these management actions, the paper examines their impact on passengers. The author utilizes the Service Quality Model to analyze the long-term implications of this new operating paradigm for passenger satisfaction. Based on this analysis the paper goes on to suggest several actions management could take to improve satisfaction. Finally, conclusions are offered and areas for additional research suggested.
Purpose The purpose of this paper is to examine an issue of critical importance to America’s national security. The Civil Reserve Air Fleet (CRAF) is a public/private partnership between US air carriers and the Department of Defense (DOD) for the provision of contingency airlift services to the military in times of national need. Formed in 1951, the CRAF has only been activated twice, but it has continued to be a source of emergency air transportation should the nation require resources beyond those available from the US Air Force. Sweeping changes occurring in global trade, commercial aviation, national defense policy and foreign relations suggest that changes will be needed to maintain the CRAF as a strategic defense transportation resource. Design/methodology/approach This paper examines the long-standing national policy of relying on commercial interests to provide contingency transportation to the DOD in wartime. The CRAF will be singled out for closer examination in light of environmental changes occurring in the airline industry, international trade and global threats to the nation. The purpose of this analysis is to then assess the partnership’s ability to remain relevant in an uncertain future. Findings First, commercial cargo aircraft are downsizing thereby becoming less useful to the DOD. Second, there is no new wide-body military airlifter on the horizon. Third, threats from hostile nations are becoming more indirect and subtle, requiring planners to think “outside the box” when assessing the need for strategic airlift over the next 20-50 years. Originality/value The CRAF has not fundamentally changed since its inception in 1951. The time has come to reexamine the partnership to ensure that it remains America’s emergency lifeline.
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