Benchmarking Customer Service Practices of Air Cargo Carriers: A Case Study Approach
AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH SCHOOL OF LOGISTICS AND ACQUISITION MANAGEMENT
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This study used the benchmarking process incorporated in a case study approach to determine what the Air Force could learn from the commercial air cargo carriers in regard to customer service practices. The air cargo industry leaders were determined through a previous study to be United Parcel Service, Federal Express, Emery Air Freight, Airborne Freight, DHL Airways, and Burlington Air Express. In addition, the 437th Aerial Port Squadron APS at Charleston AFB South Carolina was the Air Force representative in the benchmarking study. Interviews with air cargo managers were conducted at each carriers main hub and at Charleston AFB. The interview process resulted in the conclusion that most of the customer service practices in the commercial air cargo industry and the Air Force aerial port are similar. The Air Force is superior in customer service report dissemination, but is deficient in customer awareness and intransit cargo visibility. Recommendations include employee appraisal modification, 360 degree review usage, focus group utilization, and frequent AMC executive and APS management communication. Customer service, Management, Air cargo, Quality, Benchmarking.
- Logistics, Military Facilities and Supplies