A-Quality-Management-Framework-for-Seaports-in-their-Supply-Chains-in-the-21st-Century_201

The Asian Journal of Shipping and Logistics ? Volume 27 Number 3 December 2011 pp. 363-386 ?

A Quality Management Framework for Seaports

in their Supply Chains in the 21st Century

+DL 75$1* ā 6WHSKHQ &$+221** ā 6KX /LQJ &+(1***

Contents

, ,QWURGXFWLRQ

,, /LWHUDWXUH 5HYLHZ ,,, &RQFHSWXDO IUDPHZRUN ,9 &RQFOXVLRQ

Abstract

)RU VHDSRUWV WR EH FRPSHWLWLYH DQG VXVWDLQDEOH LQ WKH ORQJ WHUP LQ D WXUEXOHQW DQG K\SHU FRPSHWLWLYH PDUNHW D UH H[DPLQDWLRQ RI VXFFHVV IDFWRUV RUJDQL]DWLRQDO VWUXFWXUHV DQG PDQDJHPHQW SUDFWLFHV LV UHTXLUHG $V VHDSRUWV KDYH FRQWLQXHG WR HYROYH DQG EHFRPH IXUWKHU LQWHJUDWHG DQG HPEHGGHG LQ WKHLU VXSSO\ FKDLQV WKH LVVXH RI HQVXULQJ TXDOLW\ PDQDJHPHQW SUDFWLFHV EHFRPHV RI JUHDWHU LQWHUHVW

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

.H\ ZRUGV 6HDSRUW TXDOLW\ PDQDJHPHQW VXSSO\ FKDLQ

3K' &DQGLGDWH $XVWUDOLDQ 0DULWLPH &ROOHJH $XVWUDOLD (PDLO 7UDQWK#DPF HGX DX

+HDG 'HSDUWPHQW RI 0DULWLPH DQG /RJLVWLFV 0DQDJHPHQW $XVWUDOLDQ 0DULWLPH &ROOHJH $XVWUDOLD (PDLO VFDKRRQ#DPF HGX DX /HFWXUHU 'HSDUWPHQW RI 0DULWLPH DQG /RJLVWLFV 0DQDJHPHQW $XVWUDOLDQ 0DULWLPH &ROOHJH $XVWUDOLD (PDLO SFKHQ#DPF HGX DX

363

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

I. Introduction

$OWKRXJK WKH JOREDO ?QDQFLDO FULVLV KDV FRPH DQG JRQH D JOREDO HFRQRPLF VORZGRZQ DQG ?QDQFLDO FULVLV LV VWLOO HYLGHQW DQG GHHSO\ DIIHFWLQJ D QXPEHU RI PDMRU GHYHORSHG DQG GHYHORSLQJ HFRQRPLHV 1) ,Q VXFK D WXUEXOHQW ?QDQFLDO HQYLURQPHQW RUJDQLVDWLRQV ZLOO RIWHQ VHHN QHZ PDQDJHPHQW PHWKRGV RU VHHN VHFXULW\ E\ ODXQFKLQJ D QHZ EXVLQHVV RU PHUJLQJ RU FRQVROLGDWLQJ ZLWK RWKHU RUJDQLVDWLRQV WR DGDSW WR WKH QHZ VLWXDWLRQ 7KH PDULWLPH LQGXVWU\ LQFOXGLQJ VHDSRUWV LV QRW LPPXQH WR GHYHORSLQJ QHZ LQLWLDWLYHV RU VHHNLQJ MRLQW H[SHULHQFHV DQG NQRZOHGJH H[FKDQJH

4XDOLW\ PDQDJHPHQW KDV RYHU WLPH SURYHG WR EH DQ μLPSRUWDQW IRUFH OHDGLQJ WR WKH HFRQRPLF JURZWK RI FRPSDQLHV LQ LQWHUQDWLRQDO PDUNHWV?2) DQG SURYLGLQJ WKH μFRPSHWLWLYH DGYDQWDJHV RI DQ RUJDQLVDWLRQ?3) GXH WR LPSURYHPHQWV LQ RUJDQLVDWLRQDO SHUIRUPDQFH DQG WKH UHGXFWLRQ RI FRVWV 4) +RZHYHU ZLWKLQ WKH VHDSRUW OLWHUDWXUH TXDOLW\ PDQDJHPHQW FXUUHQWO\ DSSHDUV WR EH RI RQO\ OLPLWHG LQWHUHVW 1JRF5) DUJXHV WKDW WKH PDMRULW\ RI VHDSRUWV LQ GHYHORSLQJ FRXQWULHV WHQG WR LPSOHPHQW WKH TXDOLW\ DVVXUDQFH ,QWHUQDWLRQDO 6WDQGDUGV 2UJDQLVDWLRQ ,62 VHULHV EHFDXVH RI WKH EHOLHI WKDW JDLQLQJ WKH FHUWLILFDWH LV μD WLFNHW WR DFFHVV WR WKH LQWHUQDWLRQDO WUDGH? UDWKHU WKDQ IRU ORQJ WHUP VXVWDLQDELOLW\ 2I LQWHUHVW LQ WKLV SDSHU LV ZKLFK W\SH RI TXDOLW\ PDQDJHPHQW SUDFWLFHV VKRXOG WZHQW\ ILUVW FHQWXU\ VHDSRUWV HPSOR\ JLYHQ WKH HYROXWLRQ RI ERWK TXDOLW\ PDQDJHPHQW DQG VHDSRUWV

7R LGHQWLI\ WKH UHOHYDQW TXDOLW\ PDQDJHPHQW SUDFWLFHV IRU VHDSRUWV HPEHGGHG LQ VXSSO\ FKDLQV LW LV QHFHVVDU\ WR UHYLHZ WKH HYROXWLRQ RI ERWK TXDOLW\ PDQDJHPHQW DQG VHDSRUW GHYHORSPHQW DQG LQ SDUWLFXODU KRZ WKH TXDOLW\ PDQDJHPHQW SUDFWLFHV KDYH GLIIHUHG LQ HDFK VWDJH RI WKH HYROXWLRQ RI VHDSRUWV DQG KRZ WKH UHODWLRQVKLSV ZLWK VWDNHKROGHUV KDYH FKDQJHG $ GHGXFWLYH DSSURDFK LV XVHG LQ WKLV SDSHU WR VHOHFW UHOHYDQW TXDOLW\ PDQDJHPHQW SUDFWLFHV WR SURSRVH D FRQFHSWXDO IUDPHZRUN IRU WKLV VWXG\

81&7$'

)HLJHQEDXP S

0HKUD DQG $JUDZDO 0DJXDG

(YDQV DQG /LQGVD\ 0DJXDG ,VKLNDZD

1JRF

364

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

II. Literature Review

1. Quality management and seaport evolution

$V DOUHDG\ LPSOLHG ERWK VHDSRUWV DQG TXDOLW\ PDQDJHPHQW KDYH XQGHUJRQH VLPLODU HYROXWLRQDU\ GHYHORSPHQW 4XDOLW\ PDQDJHPHQW IRU H[DPSOH KDV GHYHORSHG WKURXJK ILYH HYROXWLRQDU\ OHDSV QDPHO\ 4XDOLW\ ,QVSHFWLRQ 4XDOLW\ &RQWURO 4XDOLW\ $VVXUDQFH 7RWDO 4XDOLW\ 0DQDJHPHQW 740 DQG ([FHOOHQFH PRGHOV LQFOXGLQJ /HDQ 0DQXIDFWXULQJ DQG 6L[ 6LJPD ZKLOVW VHDSRUWV KDYH JRQH WKURXJK IRXU JHQHUDOO\ DFFHSWHG JHQHUDWLRQV7) ZLWK D SRVVLEOH ?IWK JHQHUDWLRQ LQGLFDWLQJ WKH QHZ SDUDGLJP RI VHDSRUWV EHLQJ GHHSO\ LQWHJUDWHG DQG HPEHGGHG LQ VXSSO\ FKDLQV VHH )LJXUH

7R H[SODLQ WKH ILUVW JHQHUDWLRQ VHDSRUWV H[LVWHG SULRU WR WKH V ZKHUH VHDSRUWV ZHUH YLHZHG DV EHLQJ DQ LQWHUFKDQJH SRLQW EHWZHHQ VHD DQG ODQG ZLWK YHU\ EDVLF IXQFWLRQV VXFK DV ORDGLQJ GLVFKDUJLQJ FDUJR KDQGOLQJ VWRUDJH DQG VHUYLFHV DURXQG QDYLJDWLRQ DQG WKH TXD\ DQG ZDWHUIURQW DUHD 6HDSRUWV RI WKLV JHQHUDWLRQ ZHUH UHODWLYHO\ VLPSOH LQGLYLGXDO VHUYLFHV WKDW ZHUH JHQHUDOO\ LVRODWHG IURP WKH VXUURXQGLQJ FRPPXQLW\ ZKHUH WKH UHODWLRQVKLS EHWZHHQ VHDSRUWV DQG WKHLU XVHUV ZDV LQIRUPDO 'XULQJ WKLV JHQHUDWLRQ QRQ TXDOLW\ PDQDJHPHQW SUDFWLFHV VXFK DV 4XDOLW\ ,QVSHFWLRQ ZKLFK LV DQ LQLWLDO PHDQV IRU LQVSHFWLQJ SURGXFWV ZDV XVHG

$IWHU WKH V WKH VFRSH RI DFWLYLWLHV H[SDQGHG IURP WKRVH RI WKH ILUVW JHQHUDWLRQ ZLWK VHDSRUWV HQODUJLQJ WKHLU SUHFLQFWV WR IDFLOLWDWH FDUJR à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

%LVJDDUG 0DUWLQ &DVWLOOD DQG 5RGULJR (YDQV DQG /LQGVD\

%HUHVIRUG HW DO 3DL[DR DQG 0DUORZ 81&7$'

81&7$'

%HUHVIRUG HW DO 81&7$'

%HUHVIRUG HW DO

81&7$'

365

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

RI WKH FRPSDQ\ DQG LWV SURGXFWV DQG VHUYLFHV

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

7KH IRXUWK JHQHUDWLRQ SURSRVHG E\ 3DL[DR DQG 0DUORZ17) UHFRJQL]HG WKH QHHG IRU VHDSRUWV WR EH OHDQ DQG DJLOH ZLWK D PRUH àH[LEOH UROH LQ GHYHORSLQJ GLVWULEXWLRQ QHWZRUNV 6LQFH VHDSRUWV DUH PRUH LQYROYHG LQ WKH DFWLYLWLHV RI ORJLVWLFV LQ WKLV JHQHUDWLRQ VPRRWK VHUYLFH DQG FDUJR IORZV DUH UHTXLUHG LQ RUGHU WR UHGXFH FXVWRPHU OHDG WLPH DQG HOLPLQDWH XQQHFHVVDU\ ZDVWHV WKXV OHDGLQJ WR D UHGXFWLRQ LQ WRWDO FRVWV DQG SULFH ZLWK D FRUUHVSRQGLQJ LQFUHDVH LQ SURGXFWLYLW\ DQG SURILWV 6HDSRUWV EHFDPH ORJLVWLFDO FHQWHUV ZLWK MXVW LQ WLPH SULQFLSOHV DQG SURFHVV RSWLPL]DWLRQ EHLQJ FHQWUDO RSHUDWLRQDO DLPV RI VHDSRUWV ,Q WHUP RI TXDOLW\ PDQDJHPHQW 3DL[DR DQG 0DUORZ VXJJHVW 740 TXDOLW\ LV D ZD\ RI OLIH DIIHFWLQJ WKH DWWLWXGH DQG EHKDYLRU RI HYHU\RQH LQ WKH RUJDQLVDWLRQ DV EHLQJ DSSURSULDWH IRU IRXUWK JHQHUDWLRQ VHDSRUWV 740 WHQGV WR KDYH D JUHDWHU IRFXV RQ RUJDQLVDWLRQDO FXOWXUH ZLWK VHOI DVVHVVPHQW EHLQJ FULWLFDO LQVWHDG RI H[WHUQDO DXGLWV 6LPLODUO\ &KORPRXGLV HW DO DQG &KORPRXGLV DQG /DPSULGLV XVH WKH H[FHOOHQW PRGHOV? SUDFWLFHV OHDGHUVKLS SROLF\ DQG VWUDWHJ\ SHRSOH SDUWQHUVKLSV DQG UHVRXUFHV SURFHVVHV FXVWRPHU UHVXOWV SHRSOH UHVXOWV VRFLHW\ UHVXOWV DQG NH\ SHUIRUPDQFH UHVXOWV WR HYDOXDWH WKH TXDOLW\ RI VHUYLFHV DQG SURGXFWV RI DQ VHDSRUW RUJDQLVDWLRQ

81&7$' 81(6&$3

%HUHVIRUG HW DO :RUOG %DQN

%HUHVIRUG HW DO 81&7$'

,VKLNDZD

)RVWHU

3DL[DR DQG 0DUORZ

&KORPRXGLV HW DO &KORPRXGLV DQG /DPSULGLV

366

)LJXUH ! 6HDSRUW DQG TXDOLW\ PDQDJHPHQW HYROXWLRQ

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

/HDQ PDQXIDFWXULQJ DQG 6L[ 6LJPD DSSURDFKHV WR TXDOLW\ PDQDJHPHQW ZKLFK DUH PRVWO\ XVHG E\ PDQXIDFWXUHUV WR HOLPLQDWH ZDVWHV RFFXUULQJ LQ DOO SURFHVVHV DUH FRQVLGHUHG UHOHYDQW WR WKH ?IWK VWDJH RI VHDSRUW HYROXWLRQ 2QH SXUSRVH RI /HDQ PDQXIDFWXULQJ DQG 6L[ 6LJPD LV WR PLQLPL]H WKH FRPSOH[LW\ RI WKH RUJDQLVDWLRQDO VWUXFWXUH DQG SURYLGH MXVW LQ WLPH -,7 %LFKRX &DUERQH

5RELQVRQ

0DJDOD DQG 6DPPRQV

5RGULJXH DQG 1RWWHERRP

1RWWHERRP DQG :LQNHOPDQV

367

A Quality Management Framework for Seaports in their Supply Chains in the 21st

Century

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

VHUYLFH +RZHYHU VR IDU WKHUH LV QR HYLGHQFH LQ WKH OLWHUDWXUH WKDW VXFK TXDOLW\ SUDFWLFHV KDYH EHHQ XQGHUWDNHQ E\ VHDSRUWV

2. Seaports in supply chains

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

)LJXUH ! $ VHDSRUW DQG LWV UHODWLRQVKLSV LQ VXSSO\ FKDLQV 6RXUFH $GDSWHG IURP %HUHVIRUG HW DO &R\OH HW DO *DWWRUQD

&R\OH HW DO

*DWWRUQD

368

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

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

3. Quality management in seaports and logistics supply chain network

7KH PRVW SUHYDLOLQJ TXDOLW\ PDQDJHPHQW SUDFWLFHV RQ VHDSRUWV DUH IRXQG RQ WKHLU ZHE SDJHV UDWKHU WKDQ LQ WKH DFDGHPLF OLWHUDWXUH 6RPH H[DPSOHV LQFOXGH $XVWUDOLDQ VHDSRUWV VXFK DV )UHPDQWOH DQG WKH 3RUW RI %ULVEDQH 5RELQVRQ DQG 0DOKRWUD

369

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

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± 40%6 31) ,Q 9LHWQDP PDQ\ PDMRU VHDSRUWV DUH FHUWL?HG ZLWK TXDOLW\ DVVXUDQFH FRPSOLDQFH VXFK DV 3RUW RI +DLSKRQJ ZLWK WKH ,62 FHUWLILHG E\ WKH 4XDOLW\ &HUWLILFDWLRQ &HQWUH RI 9LHWQDP 48$&(57 DQG WKH 8QLWHG .LQJGRP $FFUHGLWDWLRQ 6HUYLFH 8.$6 32) %HQ 1JKH 3RUW ZLWK WKH ,62 FHUWL?HG E\ 'HW 1RUVNH 9HULWDV DQG 4XL 1KRQ 3RUW ZLWK WKH ,62 FHUWL?FDWLRQ 33)

7KH ,62 TXDOLW\ VHULHV VHWV RXW WKH UHTXLUHPHQWV WR EH IRUPDOO\ UHFRUGHG DQG EH UHDG\ IRU LQVSHFWLRQ RU DXGLW HLWKHU E\ WKH RUJDQLVDWLRQ LWVHOI LWV FXVWRPHU RU E\ DQ LQGHSHQGHQW TXDOLW\ V\VWHP FHUWLILFDWLRQ ERG\ VXFK DV %XUHDX 9HULWDV $PHULFDQ 6RFLHW\ IRU 4XDOLW\ $64 $%6 4XDOLW\ (YDOXDWLRQ 'HW 1RUVNH 9HULWDV '19 7KH ,62 TXDOLW\ DVVXUDQFH VHULHV GHSHQGV ODUJHO\ XSRQ GRFXPHQWDWLRQ ZLWKRXW UHTXLULQJ D GHYRWLRQ WR WKH TXDOLW\ FXOWXUH ZLWKLQ WKH RUJDQLVDWLRQDO FXOWXUH 7KLV KDV VHYHUDO GUDZEDFNV 3DQWRXYDNLV34) DUJXHV WKDW VXFK DQ LPSOHPHQWDWLRQ FDQQRW IXOO\ FRYHU LQGLYLGXDO FXVWRPHU?V UHTXLUHPHQWV DQG WKXV D PRUH μVHUYLFH TXDOLW\? DSSURDFK LV UHTXLUHG ,Q SUDFWLFH IRU H[DPSOH LI WKH GHFODUHG SURFHVVHV DUH DUGXRXV RUJDQLVDWLRQV PD\ WDNH VKRUWFXWV HYHQ WKRXJK UHFRUGV DUH VWLOO NHSW WR PHHW ,62 TXDOLW\ DVVXUDQFH UHTXLUHPHQWV 6HDSRUWV PD\ DGRSW WKLV DSSURDFK IRU WKH SXUSRVH RI KDYLQJ WKH FHUWLILFDWH WR EHQHILW PDUNHWLQJ DQG SURPRWLRQDO DFWLYLWLHV UDWKHU WKDQ EXLOGLQJ TXDOLW\ LQWR WKHLU ZRUN FXOWXUH WKXV PDNLQJ WKH LPSOHPHQWDWLRQ )UHPDQWOH 6HDSRUW

3RUW RI %ULVEDQH

5RGQH\

3RUW RI /RV $QJHOHV

6LQJDSRUHVWDQGDUGVHVKRS

+DLSKRQJ SRUW

4XL 1KRQ SRUW

3DQWRXYDNLV

370

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

RI JRRG ZRUNLQJ SUDFWLFHV OHVV PHDQLQJIXO )XUWKHUPRUH DGRSWLQJ WKH ,62 TXDOLW\ DVVXUDQFH VHULHV GRHV QRW DXWRPDWLFDOO\ HQDEOH RUJDQLVDWLRQV LQFOXGLQJ VHDSRUWV WR DSSO\ IXQGDPHQWDO TXDOLW\ PDQDJHPHQW SUDFWLFHV WR DFKLHYH JRRG RUJDQLVDWLRQDO RXWFRPHV

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

&KORPRXGLV HW DO &KORPRXGLV DQG /DPSULGLV

&KORPRXGLV HW DO

&KORPRXGLV DQG /DPSULGLV

/DL HW DO

5DKPDQ

371

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

RUJDQLVDWLRQV XVH VHYHUDO IRUPV RI RUJDQLVDWLRQDO VWUXFWXUHV LQ SDUWLFXODU D VWHHULQJ FRPPLWWHH RI VHQLRU VWDII PDQDJHPHQW WR VXSSRUW TXDOLW\ SURJUDPV )URP WKH H[WDQW OLWHUDWXUH LW DSSHDUV WKDW FRQWLQXRXV LPSURYHPHQW PD\ EH D NH\ TXDOLW\ PDQDJHPHQW SUDFWLFH XVHG E\ ORJLVWLFV RUJDQLVDWLRQV

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

/DPEHUW DQG &RRSHU

&DUERQH DQG 'H 0DUWLQR

&KHQ DQG 3DXOUDM

)O\QQ DQG )O\QQ )RVWHU /LQ HW DO 5RELQVRQ DQG 0DOKRWUD

6LPFKL OHYL DQG 6LPFKL OHYL :LVQHU HW DO

.XHL HW DO 6D\DUHK

.XHL HW DO

372

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

2YHUDOO LW DSSHDUV WKDW WKH TXDOLW\ PDQDJHPHQW SUDFWLFHV FRPPRQO\ UHFRPPHQGHG E\ UHVHDUFKHUV DUH OHDGHUVKLS FXVWRPHU IRFXV SURFHVV LQIRUPDWLRQ DQG WHFKQRORJ\ FROODERUDWLRQ FRRUGLQDWLRQ KXPDQ UHVRXUFHV ZLWK D VSHFLDO HPSKDVLV RQ PDQDJLQJ UHODWLRQVKLSV DQG LQWHJUDWLRQ RI EXVLQHVV SURFHVVHV ZLWK VXSSO\ FKDLQ SDUWQHUV 7KHVH SUDFWLFHV DSSHDU WR EH LQFOXGHG EHFDXVH WKH\ DVVLVW VWDNHKROGHUV LQ VXSSO\ FKDLQV WR PDQDJH PDMRU IORZV LQFOXGLQJ PDWHULDO ?QDQFHV DQG LQIRUPDWLRQ VPRRWKO\ VHDPOHVVO\ DQG ZLWK PLQLPDO FRVWV DQG HUURUV :KDW LV DOVR RI LQWHUHVW LQ WKH DFDGHPLF OLWHUDWXUH LV WKH SDXFLW\ RI UHVHDUFK RQ TXDOLW\ PDQDJHPHQW LQ VHDSRUWV HYHQ WKRXJK WKHUH LV HYLGHQFH WKDW LW LV EHLQJ XQGHUWDNHQ E\ PDQDJHUV DOEHLW ZLWK WKH IRFXV EHLQJ RQ ,62 UHODWHG FHUWL?FDWLRQ 7KHUH LV HYHQ OHVV HYLGHQFH WKDW DV VHDSRUWV KDYH HYROYHG WR VRPH EHLQJ UHFRJQLVHG DV ORJLVWLFDO SODWIRUPV ?UPO\ LQWHJUDWHG ZLWKLQ VXSSO\ FKDLQV WKDW VHDSRUW TXDOLW\ KDV H[WHQGHG EH\RQG WKH ERXQGDULHV RI WKH VHDSRUW WR DORQJ WKH VXSSO\ FKDLQ 7KLV SDSHU SURSRVHV D FRQFHSWXDO IUDPHZRUN IRU TXDOLW\ PDQDJHPHQW LQ VHDSRUWV WKDW WDNHV ERWK DQ LQWHUQDO DQG H[WHUQDO IRFXV

III. A Conceptual Framework

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

373

374A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

WKURXJK WKH VHDSRUW

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

)LJXUH ! $ TXDOLW\ PDQDJHPHQW IUDPHZRUN IRU D VHDSRUW LQWHJUDWHG LQ VXSSO\ FKDLQV ,62

%HUHVIRUG HW DO

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

(DFK RI WKH GLPHQVLRQV DQG WKH SURSRVHG TXDOLW\ PDQDJHPHQW SUDFWLFHV ZLOO QRZ EH H[SODLQHG EHJLQQLQJ ZLWK WKH internal quality management dimensions ZKLFK DUH PDLQO\ GHULYHG IURP ,62 DQG 740 SUDFWLFHV Leadership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

ā 7KH ORQJ WHUP FRPPLWPHQW RI WRS PDQDJHPHQW WR TXDOLW\ SHUIRUPDQFH

ā 'LUHFW UHVSRQVLELOLW\ RI WRS PDQDJHPHQW LQ TXDOLW\ SROLF\ VWUDWHJLHV DQG SODQV ā $ FRPSUHKHQVLYH JRDO VHWWLQJ SURFHVV IRU TXDOLW\ WKURXJKRXW WKH RUJDQLVDWLRQ ā 3URYLGLQJ DGHTXDWH UHVRXUFHV WR TXDOLW\ LPSURYHPHQW HIIRUWV

ā &OHDU TXDOLW\ FROODERUDWLRQ SROLF\ ZLWK WKH RWKHU VWDNHKROGHUV

ā 3DUWLFLSDWLRQ RI WRS PDQDJHPHQW LQ TXDOLW\ LPSURYHPHQW SURFHVV

+DYLQJ D customer focus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

375

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

WKH VHDSRUW RUJDQLVDWLRQ $V VXFK WKLV TXDOLW\ PDQDJHPHQW SUDFWLFH PD\ EH RSHUDWLRQDOLVHG DV IROORZV

ā (VWDEOLVKLQJ JRDOV WR H[FHHG FXVWRPHU H[SHFWDWLRQV

ā &UHDWLQJ DQG GHOLYHULQJ YDOXH WR FXVWRPHUV LV WKH VHDSRUW?V EXVLQHVV SKLORVRSK\ ā &XVWRPHU VDWLVIDFWLRQ DQG OR\DOW\ EHLQJ PHDVXUHG DV WKH VHDSRUW?V LPSRUWDQW NH\ SHUIRUPDQFH LQGLFDWRUV .3,V

ā &XVWRPHU IHHGEDFN RQ WKH VHDSRUW?V VHUYLFH EHLQJ XVHG DV FULWLFDO LQSXWV LQ WKH TXDOLW\ LPSURYHPHQW SURFHVV

ā (PSOR\HH NQRZOHGJH RQ DWWULEXWHV RI FXVWRPHU YDOXH

ā 6WDNHKROGHUV EHLQJ WUHDWHG DV FXVWRPHUV

7KH WKLUG TXDOLW\ PDQDJHPHQW SUDFWLFH UHODWHV WR WKH human resources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

ā (PSOR\HH SDUWLFLSDWLRQ LQ TXDOLW\ SURFHVVHV

ā (IIHFWLYHQHVV RI HPSOR\HH SDUWLFLSDWLRQ LQ TXDOLW\ GHFLVLRQV

ā 5HTXLUHPHQW RI WKH VDPH OHYHO RI HPSOR\HH FRPSHWHQFH DPRQJ VWDNHKROGHUV ā 3RUW HPSOR\HHV EHLQJ HQFRXUDJHG WR SURYLGH IHHGEDFN RQ TXDOLW\ SUREOHPV

ā $ V\VWHP RI UHZDUGV LQ SODFH WR UHFRJQL]H VHDSRUW HPSOR\HH HIIRUWV

ā 5HVSRQVLELOLW\ RI VHDSRUW HPSOR\HH IRU HUURU IUHH RXWSXWV

Continuous improvement WRJHWKHU ZLWK WKH DERYH TXDOLW\ PDQDJHPHQW SUDFWLFHV LV DOVR UHFRJQLVHG DV RQH RI WKH IXQGDPHQWDOV RI D TXDOLW\

376

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

PDQDJHPHQW SKLORVRSK\ ,QGHHG VLQFH TXDOLW\ PDQDJHPHQW VKRXOG EH WUHDWHG DV D SKLORVRSK\ UDWKHU WKDQ D SURJUDP WKHUH VKRXOG QRW EH DQ HQG SRLQW WR WKLV PDQDJHPHQW DFWLYLW\ $V FXVWRPHUV NHHS UDLVLQJ WKH EDU RI WKHLU UHTXLUHPHQWV DQG H[SHFWDWLRQ LW LV XQUHDVRQDEOH IRU WKH VHDSRUW RUJDQLVDWLRQ WR LQLWLDWH TXDOLW\ LPSURYHPHQW HIIRUWV RQFH LQVWHDG RI UHYLHZLQJ WKHP RQ D FRQWLQXDO EDVLV ,Q WKLV UHVSHFW FRQWLQXRXV TXDOLW\ LPSURYHPHQW PD\ EH UHDOL]HG WKURXJK WKH IROORZLQJ DWWULEXWHV

ā 6HDSRUW SROLF\ VWUDWHJLHV SURFHVVHV DQG SURFHGXUHV IRU TXDOLW\ LPSURYHPHQW EHLQJ FRQWLQXDOO\ PRQLWRUHG DQG UHYLHZHG

ā 8VLQJ TXDOLW\ LPSURYHPHQW WHDPV WR IDFLOLWDWH TXDOLW\ LPSURYHPHQW HIIRUWV

ā 'HYHORSPHQW RI D IRUPDO V\VWHP DQG SURFHGXUH RI UHYLHZ IRU TXDOLW\ LPSURYHPHQW

ā ,GHQWL?FDWLRQ RI DUHDV IRU LPSURYHPHQW

Process management LV DFNQRZOHGJHG LQ WKH TXDOLW\ PDQDJHPHQW OLWHUDWXUH DV EHLQJ D PRUH HIIHFWLYH PHDQV WKDQ RQO\ XVLQJ ?QDO LQVSHFWLRQ RI D SURGXFW RU VHUYLFH DW WKH HQG RI WKH SURFHVV 7KLV HPSKDVL]HV WKH LPSRUWDQFH RI μPDNLQJ WKLQJV ULJKW WKH ?UVW WLPH? HVSHFLDOO\ LQ WKH FRQWH[W RI D VHUYLFH JLYHQ LWV VLPXOWDQHLW\ FKDUDFWHULVWLFV 7KHUHIRUH EXVLQHVV SURFHVVHV LQ WKH VHDSRUW RUJDQLVDWLRQ PXVW EH VWULFWO\ FRQWUROOHG DQG PDQDJHG WR HQVXUH VDWLVIDFWRU\ RXWFRPHV $V D UHVXOW WKLV TXDOLW\ PDQDJHPHQW SUDFWLFH PD\ EH UHàHFWHG E\ WKH IROORZLQJ

ā &RQWURO DQG FRQWLQXRXV LPSURYHPHQW RI NH\ VHDSRUW SURFHVVHV

ā &RPSUHKHQVLYH TXDOLW\ SODQV

ā 3UHYHQWLQJ IDXOW\ VHUYLFHV LV D TXDOLW\ SUDFWLFH

ā 5RRW FDXVHV TXDOLW\ SUREOHPV FRQWLQXDOO\ EHLQJ WUDFNHG DQG ?[HG

Quality measurement LV DQRWKHU SUDFWLFH WKDW LV ZLGHO\ DFNQRZOHGJHG DV KDYLQJ D FULWLFDO UROH VLQFH PDQDJHPHQW FDQQRW EH IDFLOLWDWHG ZLWKRXW DQ\ IRUP RI PHDVXUHPHQW 7KLV DOVR DSSOLHV LQ D TXDOLW\ PDQDJHPHQW FRQWH[W ZKHUH TXDOLW\ PHDVXUHPHQW DQG UHSRUWLQJ LV HVVHQWLDO IRU WKH LPSOHPHQWDWLRQ RI RWKHU SUDFWLFHV VXFK DV FRQWLQXRXV LPSURYHPHQW DQG SURFHVV PDQDJHPHQW ,Q UHVSHFW WR VHDSRUWV WKH\ VKRXOG ?UVW KDYH LQ SODFH D NH\ SHUIRUPDQFH LQGLFDWRU

377

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

V\VWHP DV WKH IRXQGDWLRQ IRU TXDOLW\ PHDVXUHPHQW 7KH XVH RI RWKHU TXDOLW\ PHDVXUHPHQW WRROV VXFK DV LQWHUQDO DQG H[WHUQDO DXGLWV LV DOVR DGYLVDEOH ,Q DGGLWLRQ D V\VWHP RI TXDOLW\ UHSRUWLQJ IURP WKH IURQWOLQH HPSOR\HHV EDFN WR WRS PDQDJHPHQW VKRXOG DOVR RFFXU WKLV LV UHàHFWHG LQ WKH IROORZLQJ

ā 8VH .H\ 3HUIRUPDQFH ,QGH[HV .3,V IRU TXDOLW\ LPSURYHPHQW

ā 'HYHORS .3,V IRU VHDSRUW RSHUDWLRQV DQG PDQDJHPHQW

ā ,QLWLDWH D V\VWHP RI UHFRUGLQJ DQG UHSRUWLQJ TXDOLW\ SUREOHPV

ā 5HSRUWV IURP LQWHUQDO DQG H[WHUQDO DXGLW EH XVHG DV LQSXWV IRU TXDOLW\ LPSURYHPHQW

ā 4XDOLW\ GDWD DQG UHSRUWLQJ EH LQVWLJDWHG

7KH SUDFWLFH RI quality education and training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

ā 7UDLQLQJ DQG HGXFDWLRQ WR WKH VDPH OHYHO IRU DOO VWDNHKROGHUV

ā 5HVXOWV RI TXDOLW\ PHDVXUHPHQW DQG UHSRUWLQJ EH XVHG IRU WUDLQLQJ DQG GHYHORSPHQW

ā 4XDOLW\ WUDLQLQJ DQG HGXFDWLRQ EH FRQWLQXRXVO\ FRQGXFWHG

,Q UHODWLRQ WR WKH SUDFWLFH RI VRFLDO EHQH?WV LW KDV EHHQ DUJXHG LQ WKH HDUOLHU VHFWLRQV WKDW WKH LQWHJUDWLRQ RI VDIHW\ VHFXULW\ DQG HQYLURQPHQWDO PDQDJHPHQW LQ WKH VHDSRUW?V RYHUDOO EXVLQHVV PDQDJHPHQW IRUPV DQ LQGLVSHQVDEOH SDUW RI D VXFFHVVIXO TXDOLW\ LPSURYHPHQW DJHQGD 7KHUHIRUH LW ZDV UHDVRQHG WKDW WKH VHDSRUW VKRXOG XWLOL]H IXQGDPHQWDOV RI TXDOLW\ PDQDJHPHQW VXFK

378

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

DV WRS PDQDJHPHQW FRPPLWPHQW DQG OHDGHUVKLS HPSOR\HH LQYROYHPHQW DQG HPSRZHUPHQW WUDLQLQJ WR PDQDJH VDIHW\ VXFFHVVIXOO\ VHFXULW\ DQG HQYLURQPHQWDO PDQDJHPHQW ,Q DGGLWLRQ WKH VHDSRUW VKRXOG EH FOHDU DERXW LWV FRPPXQLW\ DQG KDYH D FOHDU FRUSRUDWH VRFLDO UHVSRQVLELOLW\ VWUDWHJ\ DV DQ LQWHJUDWHG SDUW RI LWV EXVLQHVV VWUDWHJ\ WR DFW DV D JRRG FLWL]HQ LQ VRFLHW\ $V D UHVXOW WKH IROORZLQJ DWWULEXWHV PD\ EH XVHG WR DGGUHVV WKLV SUDFWLFH LQ VHDSRUW RUJDQLVDWLRQV

ā 'HYHORSPHQW RI D FOHDU SROLF\ RQ VDIHW\ VHFXULW\ DQG HQYLURQPHQWDO PDQDJHPHQW

ā $SSOLFDWLRQ RI DQ HQYLURQPHQWDOO\ VXVWDLQDEOH V\VWHP EH LQLWLDWHG VXFK DV VDOYDJH DQG GLVSRVDO

ā &RQVLGHU WKH FRQWULEXWLRQ RI WKH VHDSRUW WR WKH SXEOLF LQWHUHVW

ā $ FOHDU VRFLDO UHVSRQVLELOLW\ SROLF\ IRU WKH ORFDO FRPPXQLW\

+DYLQJ SURSRVHG WKH KRUL]RQWDO GLPHQVLRQV RI WKH VHDSRUW TXDOLW\ PRGHO WKH vertical dimensions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

7KH ILUVW SUDFWLFH RI integration quality LQ WKH YHUWLFDO GLPHQVLRQ UHODWHV WR WKH SKLORVRSKLHV RI WKH 740 OLWHUDWXUH EHLQJ H[WHQGHG WR D JURXS ZLGH PDQDJHPHQW RI D TXDOLW\ FXOWXUH DQG DFWLYLWLHV EH\RQG WKH VHDSRUW WR LWV EXVLQHVV SDUWQHUV 7KLV LV SDUWLFXODUO\ HVVHQWLDO LQ WKH FRQWH[W RI LQWHUQDWLRQDO ORJLVWLFV DQG VXSSO\ FKDLQV ,Q WKLV FRQWH[W FXVWRPHUV PD\ FKRRVH D VHDSRUW EDVHG RQ WKH FRPSHWLWLYH DGYDQWDJH RI LWV VXSSO\ FKDLQ UDWKHU WKDQ WKH VHDSRUW LWVHOI )RU LQVWDQFH DOWKRXJK D VHDSRUW PD\ SHUIRUP FDUJR KDQGOLQJ DFWLYLWLHV

379

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

WKH\ PD\ EH RXWVRXUFHG WR YDULRXV VWHYHGRULQJ FRPSDQLHV +RZHYHU FXVWRPHUV? SHUFHSWLRQV RI WKH VHDSRUW?V TXDOLW\ VHUYLFH PD\ VWDUW LPPHGLDWHO\ DW WKH VHUYLFH LQWHUIDFH ZLWK WKHLU VWHYHGRUHV ZKR DOWKRXJK QRW GLUHFW VHDSRUW VWDII PD\ EH FRQVWUXHG E\ FXVWRPHUV DV EHLQJ VHDSRUW VWDII UDWKHU WKDQ EHLQJ FRQWUDFWRUV 7KH VDPH SUDFWLFH PD\ DOVR DSSO\ WR RWKHU DFWLYLWLHV VXFK DV WKH SURFXUHPHQW SURFHVV 7KLV SUDFWLFH PD\ EH HYLGHQFHG DV IROORZV

ā 6HOHFWLRQ RI VWDNHKROGHUV EHLQJ EDVHG RQ WKHLU TXDOLW\ DSSURDFK

ā /RQJ WHUP FROODERUDWLRQ DQG FRRSHUDWLRQ H[LVWLQJ DPRQJ VWDNHKROGHUV

ā 3DUWLFLSDWLRQ RI VWDNHKROGHUV LQ TXDOLW\ LPSURYHPHQW HIIRUWV

ā 'HYHORSPHQW RI VWDNHKROGHU WUXVW

ā &RPPLWPHQW RI VWDNHKROGHUV E\ GRFXPHQWDWLRQ WR SURYLGH WKH VDPH TXDOLW\ RI SURGXFWV VHUYLFHV

7KH communication and information technology SUDFWLFH FDQ EH VHHQ DV EHLQJ WKH EDFNERQH RI D VXSSO\ FKDLQ 1R àRZV WUDQVDFWLRQV DQG RSHUDWLRQV FDQ EH IDFLOLWDWHG ZLWKRXW FRPPXQLFDWLRQ DQG LQIRUPDWLRQ WHFKQRORJ\ 7KLV SUDFWLFH WKHUHIRUH UHTXLUHV DGRSWLQJ DQ HIIHFWLYH LQIRUPDWLRQ WHFKQRORJ\ V\VWHP ZKLFK VXSSRUW TXLFN LGHQWLILFDWLRQ RI PDUNHW WUHQGV DQG SDWWHUQV DQG DQDO\VLV RI EXVLQHVV GDWD ,QIRUPDWLRQ WHFKQRORJ\ DOVR HQDEOHV DQ RUJDQLVDWLRQ?V VWUHQJWKV DQG ZHDNQHVVHV WR KLJKOLJKWHG DQG ZKHQ FRPELQHG WRJHWKHU ZLWK FXVWRPHU IHHGEDFN FDQ KHOS RUJDQLVDWLRQV WR IRUHFDVW PDUNHW GHPDQGV DQG DOLJQ WKHLU EXVLQHVV LQ DFFRUGDQFH ZLWK WKH QHHGV RI WKH FXVWRPHUV ,W LV UHDVRQDEOH WR DUJXH WKDW VLQFH VWDNHKROGHU TXDOLW\ PDQDJHPHQW LV D IXQGDPHQWDO FRPSRQHQW RI WKH RYHUDOO TXDOLW\ PDQDJHPHQW HIIRUW WKDW FXVWRPHU IHHGEDFN VKRXOG DOZD\V EH HQFRXUDJHG DQG FRQVLGHUHG DV QHFHVVDU\ LQSXWV IRU TXDOLW\ LPSURYHPHQW WKHVH ZLOO QRW EH IDFLOLWDWHG ZLWKRXW WKH FRQWLQXDO FRPPXQLFDWLRQ DQG FRQVXOWDWLRQ ZLWK WKH VHDSRUW?V VWDNHKROGHUV 7KLV SUDFWLFH PD\ EH UHàHFWHG LQ WKH IROORZLQJ IDFWRUV

ā $SSOLFDWLRQ RI DQ HIIHFWLYH LQIRUPDWLRQ WHFKQRORJ\ V\VWHP

ā (IIHFWLYHQHVV RI WKH LQIRUPDWLRQ FKDQQHO DPRQJ VWDNHKROGHUV

ā $ FOHDU V\VWHP RI UHFRUGV DQG IHHGEDFN IURP VWDNHKROGHUV DQG FXVWRPHUV

7KH SUDFWLFH RI KDYLQJ D quality culture EHFRPHV PRUH FUXFLDO LQ D JOREDO

380

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

VXSSO\ FKDLQ FRQWH[W 7KLV LV EHFDXVH WKH HQG XVHUV RIWHQ VHHN KLJK TXDOLW\ DQG PRUH YDOXH EXW DW OHVV FRVW 7R DFKLHYH WKLV ZLOO UHTXLUH VXSSO\ FKDLQV WR KDYH D GHSHQGDEOH LPDJH DV ZHOO DV WKH WUXVW VWDEOH UHOLDELOLW\ DQG KLJK LQWHJULW\ DPRQJ VWDNHKROGHUV DQG FXVWRPHUV WKXV WKH IROORZLQJ LV DQ LPSRUWDQW FRQVLGHUDWLRQ

ā &UHDWLQJ WUXVW DQG RSHQQHVV ZLWKLQ VXSSO\ FKDLQV

7KH ILQDO SUDFWLFH RI network optimization UHTXLUHV HDFK PHPEHU RI D QHWZRUN FKDLQ WR KDYH D àH[LEOH RU OHDQ VWUXFWXUH WKDW FDQ ZRUN WRJHWKHU IRU TXLFN DQG UDSLG UHVSRQVHV WR FXVWRPHU?V QHHGV 7KLV SUDFWLFH FDQ EH PHDVXUHG E\ GHVLJQLQJ DQ RSWLPDO QHWZRUN FRQ?JXUDWLRQ OHDQ RUJDQLVDWLRQDO VWUXFWXUH IRU VPRRWK PDWHULDO DQG LQIRUPDWLRQ DQG SHRSOH àRZV WR UHGXFH F\FOH WLPH DQG WKH WRWDO FRVWV WKHUHIRUH WKH IROORZLQJ EHFRPH LPSRUWDQW

ā 'HVLJQLQJ DQ RSWLPDO DQG HIIHFWLYH QHWZRUN

ā 8VH RQH OLQN (QWHUSULVH 5HVRXUFH 3ODQQLQJ V\VWHP WR PLQLPL]H WKH WRWDO FRVWV ā $ FOHDU V\VWHP RI UHFRUGV DQG IHHGEDFN RQ TXDOLW\ LVVXHV IURP VWDNHKROGHUV

IV. Conclusions

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

7KLV SDSHU LV RQH WKDW LV RYHUGXH JLYHQ WKH HYROXWLRQDU\ GHYHORSPHQW RI VHDSRUWV DQG SDXFLW\ RI UHVHDUFK RQ TXDOLW\ SUDFWLFHV LQ VHDSRUWV ,Q SDUWLFXODU WKLV SDSHU DVVHUWV WKH QHFHVVLW\ WR XQGHUVWDQG TXDOLW\ IURP ERWK DQ LQWHUQDO

381

A Quality Management Framework for Seaports in their Supply Chains in the 21st Century

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

,Q WHUPV RI WKH PDQDJHULDO LPSOLFDWLRQV RI WKLV SDSHU WKH DGYDQWDJHV RI KDYLQJ TXDOLW\ V\VWHPV DQG SUDFWLFHV KDV EHHQ UHSHDWHGO\ UHFRJQLVHG ERWK LQ LQGXVWU\ DQG UHVHDUFK DV DQ PRVW HFRQRPLFDO PHDQV IRU VXVWDLQDEOH EXVLQHVV JURZWK LQ D FKDOOHQJLQJ EXVLQHVV HQYLURQPHQW 7KH FKDOOHQJH IRU PDQDJHUV ZLOO EH ZKHWKHU WKH\ KDYH WKH LQFOLQDWLRQ WR DVVHUW WKHLU TXDOLW\ SUDFWLFHV RQ VXSSO\ FKDLQ SDUWQHUV DQG KRZ WKLV PD\ EH RSHUDWLRQDOLVHG RU LQGHHG SHQDOL]HG

'DWH RI &RQWULEXWLRQ -XO\

'DWH RI $FFHSWDQFH 'HF

382