Competitive benchmarking in the air cargo industry: Part II

This is the second paper of a series of three, discussing a benchmarking application in the air cargo freight industry. The paper discusses the following: qualitative benchmarking data across a wide range of attributes and an analysis of performance gaps in each area of the questionnaire utilised; qualitative information in the form of practices described by the various managers interviewed during the course of the whole project. Considers areas such as leadership, strategic quality planning, human resources management and development and process management. Offers findings from the research in these areas, giving a snapshot of what each company surveyed is doing in each of the areas covered