Quality Management in the Logistics Industry: an Examination and a Ten-Step Approach for Quality Implementation.

We examine the factors that encourage firms in Hong Kong's logistics industry to implement quality management systems (QMSs) to ensure quality in their work processes. Based on a case study, we introduce a generic ten-step approach for QMS implementation, and discuss the cost and service advantages achieved in the case firm. The approach offers procedural guidelines for firms in the industry contemplating the implementation of QMS. [ABSTRACT FROM AUTHOR]