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Gobal Supply Chain

In: Other Topics

Submitted By jeffyan
Words 3363
Pages 14
MO0255
Global Supply Chain Management

Student Name: Yan weixiong (Jeff)
Student ID: 13041983
Word Count:
Tutor Name: Victor Hoon

Executive Summary

This reports aimed to identify the key performance indicator of MPA. Results show that how TQM and Six Sigma is being applied to improve the key performance of the MPA. Using SERVQUAL is an effective approach it’s can analysis of the difference between customer expectations and perceptions has been highlighted with support of an example. In the SERVQUAL instrument can measure the performance across these five dimensions, such tangibles, reliability, responsiveness, assurance and empathy as using a seven point like scale measuring both customer expectations and perceptions.

Research for this report included a review of current literature on applying MPA website, TQM and Six Sigma journals, and others journal.

The research findings in TQM show that reducing customer’s waiting time would increase the service quality. The reliability in TQM would be focusing on the port defects which would affect customers trust to the port. Six Sigma show that the reducing of processes in the port to increases the quality of service through operation.

The research findings indicate the environmental, economic and social sustain issues.
And the approaches of sustainable will actually help to sustain it.

This report recommends that TQM and Six Sigma are beneficial to keep MPA improving the customer satisfaction and also leads to quality improvements to keep the machine functioning in a good way to operate port business.

Table of Contents Page

Executive Summary 1. Introduction 4

2. Application of TQM and Six Sigma to MPA Service Qualities

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