QUALITY MANAGEMENT INFLUENCES ON LOGISTICS
PERFORMANCE
AbstractÐThe importance of quality management practices in the achievement of operational results and
customer satisfaction in logistics has been asserted in many studies. However, though widely adopted, quality
management does not have a uniformly accepted framework as a basis for assessment of improvement e€orts.
This study develops quality management constructs and a casual model based on the criteria utilized in the
Malcolm Baldrige National Quality Award. Casual relationships between quality management factors and
logistics outcomes, speci®cally logistics operational performance and customer service, are established.
Implications of the ®ndings for management are discussed. # 1998 Elsevier Science Ltd. All rights reserved
Keywords: Quality management, logistics performances, Baldrige Award, customer satisfaction.
