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TOTAL QUALITY MANAGEMENT IN LOGISTICS: A CASE STUDY FROM THE TRUCKING INDUSTRY
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This thesis investigates the impact of the Total Quality Management (TQM) movement on the logistics industry as a whole, and, more specifically, its impact within the trucking industry. Its focus then narrows to study the practical aspects of implementing a W. Edwards Deming- based quality program within a particular trucking company,MasonTransporters,Inc. The effectiveness of the company's implementation effort is assessed using data collected from a survey questionnaire,formal interviews,and personal observations during a non-site visit. Successes and shortcomings of the implementation process are highlighted and discussed.