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TA-Q-BIN: Service Excellence and Innovation in Urban Logistics 1st ed. 2015 [Kõva köide]

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  • Formaat: Hardback, 192 pages, kõrgus x laius: 235x155 mm, kaal: 4691 g, X, 192 p., 1 Hardback
  • Sari: Management for Professionals
  • Ilmumisaeg: 27-Oct-2015
  • Kirjastus: Springer Verlag, Singapore
  • ISBN-10: 9812876723
  • ISBN-13: 9789812876720
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TA-Q-BIN: Service Excellence and Innovation in Urban Logistics 1st ed. 2015Suurem pilt
  • Formaat: Hardback, 192 pages, kõrgus x laius: 235x155 mm, kaal: 4691 g, X, 192 p., 1 Hardback
  • Sari: Management for Professionals
  • Ilmumisaeg: 27-Oct-2015
  • Kirjastus: Springer Verlag, Singapore
  • ISBN-10: 9812876723
  • ISBN-13: 9789812876720
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9789812876720.html
Märksõnad:
This book reveals the secrets of Yamato Transport’s success in maintaining and extending its leadership in Japan’s domestic parcel delivery market. It presents six cases that illustrate how Yamato's flagship service, TA-Q-BIN, has evolved since the 1970s to the benefit of consumers, particularly urban dwellers, and how TA-Q-BIN has become an integral part of Japanese daily life. Each of the six unique cases serves as an independent teaching case for undergraduate and graduate students, describing the particular service design, operations management, innovation, supplier management, and social responsibility within the context of an Asian last-mile logistics service provider. The book also includes insightful presentations of the challenges facing supply chain and logistics service providers in Asia, and their innovative responses to these challenges using real-world cases. Besides featuring interviews with Yamato’s key stakeholders and their strategic clients, Japan-based and other Asia-Pacific Yamato operational centers make up the field method included in this book, while secondary data is drawn from trade and academic domains. Some of the cases are written in a didactic fashion, with suitable stopping points for students to pause and deliberate over the managerial issues confronting the decisions that Yamato makes during the course of its business and operational strategies. The results are particularly useful to readers interested in how operations and logistics decision-making are practiced in a homogeneous Asian context and in an urban environment. This book is essential reading for undergraduate and MBA students, as well as practitioners in industry.
1 Introduction
1(2)
2 Urban Logistics in Asia
3(20)
2.1 Introduction
3(1)
2.2 Online Shopping
4(1)
2.3 China: Popularity Grows as Quality Improves
5(1)
2.4 South Korea: 10 m Use Smartphones for Purchases
6(1)
2.5 Taiwan: 22 % Jump Seen in Internet Shopping
7(1)
2.6 Japan: 20 % of Daily Purchases via Internet
8(1)
2.7 Hong Kong: Easier to Shop Direct but Orders Set to Grow
8(2)
2.8 The Urban Logistics Landscape
10(5)
2.8.1 State of Urban Logistics in Asia
12(1)
2.8.2 What Gets Moved in Urban Logistics in Asia
12(1)
2.8.3 Key Express Players in Asia
13(2)
2.9 Chinese Market
15(1)
2.10 Japanese Market
16(2)
2.11 Future of EPL (Express Logistics)
18(1)
2.12 Relationship Between EPL and the Environment
19(1)
2.13 Defining Last-Mile Solutions
19(1)
2.14 Conclusion
20(3)
References
20(3)
3 TA-Q-BIN, The Last-Mile Delivery
23(22)
3.1 Introduction
23(3)
3.2 TA-Q-BIN
26(8)
3.2.1 Background
26(4)
3.2.2 Operations
30(2)
3.2.3 Preparation for Delivery and Collection
32(2)
3.3 TA-Q-BIN Serving Areas of Different Densities
34(3)
3.3.1 Miharabashi Center in Tokyo
34(1)
3.3.2 Nakamachidai Center in Yokohama
34(2)
3.3.3 Onoue Center in Kumamoto
36(1)
3.4 The Yamato Way
37(3)
3.5 Challenges
40(4)
3.5.1 Early Delivery
40(1)
3.5.2 Reformation
41(1)
3.5.3 Overseas Expansion
42(2)
3.6 Discussion Questions
44(1)
4 An Innovation in Last-Mile Delivery
45(14)
4.1 Introduction
45(1)
4.2 The Birth of Bus Stop Operation
46(3)
4.3 Benefits of "Bus Stop" Operations
49(4)
4.3.1 Safety Improvement
49(1)
4.3.2 Enhancement of Delivery Efficiency
50(1)
4.3.3 Greater Customer Satisfaction
50(1)
4.3.4 System Flexibility
51(1)
4.3.5 Alignment with Corporate Social Responsibility
52(1)
4.4 Impact of BSO
53(1)
4.5 Managerial Considerations Under "Bus Stop" Operation
54(2)
4.5.1 Choosing Between TSO and BSO
54(1)
4.5.2 Manpower Deployment
55(1)
4.5.3 Operations Planning
55(1)
4.6 The Future of "Bus Stop" Operations
56(1)
4.7 Case Discussion Questions
57(2)
5 Power of GEMBA
59(26)
5.1 Magokoro TA-Q-BIN: Delivery with a Heart
59(8)
5.1.1 Then Came Magokoro TA-Q-BIN
61(3)
5.1.2 Magokoro After Disaster
64(2)
5.1.3 Current Situation of Magokoro TA-Q-BIN
66(1)
5.2 Source of Competitive Advantage
67(4)
5.3 Other (GEMBA) Service Innovation Examples
71(7)
5.3.1 Ski TA-Q-BIN
71(2)
5.3.2 Golf TA-Q-BIN
73(2)
5.3.3 TA-Q-BIN to Send Souvenir
75(3)
5.4 Continuous Improvement
78(4)
5.4.1 Walk-Through Van
78(1)
5.4.2 Attempted Delivery Notice
79(1)
5.4.3 Kuroneko Mail-Bin Divider
80(2)
5.5 Conclusion
82(3)
6 Express Delivery: Sustainable Advantage Through Corporate Social Responsibility
85(18)
6.1 Introduction
86(1)
6.2 The 2011 Tohoku Earthquake
86(2)
6.3 Corporate Social Responsibility (CSR)
88(1)
6.4 CSR in Logistics Companies
89(3)
6.4.1 Responsibility to the Environment and Society
89(1)
6.4.2 Responsibility to Employees
90(1)
6.4.3 Targets, Evaluation and Reporting
91(1)
6.5 Yamato as a Corporate Citizen
92(9)
6.5.1 Supporting Government Relief Action
95(1)
6.5.2 CSR in Daily Operations
96(5)
6.6 Conclusion
101(2)
7 Saishunkan: Rejuvenation by Living in Harmony with Nature (and Customers)
103(24)
7.1 Introduction
104(1)
7.2 Early History of Saishunkan
105(1)
7.3 Products and Traditional Chinese Medicine
106(1)
7.4 Company Philosophy: Sustainability
107(2)
7.5 Business Model
109(5)
7.6 Customer Base
114(1)
7.7 Customer Conversion and Retention
115(1)
7.8 Cost Benefit Analysis
115(1)
7.9 Customer Service
116(1)
7.10 Pleaser
117(2)
7.11 Delivery Service: Partnership with Yamato Transport
119(1)
7.12 Challenges and Future Plans
119(2)
7.13 Annex 1: Skin Care Company Shares
121(1)
7.14 Annex 2: Brand Share and Number of Products
122(1)
7.15 Annex 3: Turnover in Saishunkan
122(1)
7.16 Annex 4: Customer Base Analysis
123(1)
7.17 Annex 5: Sales Revenue and Size of Different Customer Segments
124(1)
7.18 Annex 6: Break Even Analysis
125(2)
8 Delivering B2B with TA-Q-BIN
127(22)
8.1 Introduction
127(1)
8.2 Delivering Outbound Logistics with TA-Q-BIN
128(11)
8.2.1 Honda Motor Co. Ltd.
128(1)
8.2.2 Competing Through Dealers
129(1)
8.2.3 Motorcycle Market in Japan
129(2)
8.2.4 Evolution of Distribution Strategy
131(1)
8.2.5 TA-Q-BIN in Action
132(3)
8.2.6 Competing Through Service
135(2)
8.2.7 Yamato Aims Big
137(2)
8.3 All-In-One Solution for Medical Device Logistics
139(4)
8.3.1 Structure of Medical Devices Logistics
140(1)
8.3.2 Competitive Landscape of 3PL
141(1)
8.3.3 Competitive Advantage of Yamato
142(1)
8.4 Conclusion
143(1)
8.5 Appendix
143(6)
References
148(1)
9 Standardization and Customization
149(18)
9.1 A Bumpy Ride in Singapore
150(4)
9.1.1 Increasing Demand
151(1)
9.1.2 Bottlenecks
152(2)
9.2 Eye Care Business
154(6)
9.2.1 Changing Business Landscape
154(2)
9.2.2 Singapore Eye Care Market
156(1)
9.2.3 Opportunity and Challenge for Yamato
156(2)
9.2.4 Time Zone Pickup and Delivery Versus Irregular Demands
158(1)
9.2.5 Inflexible IT System
159(1)
9.2.6 Unmet Special Requirements
159(1)
9.3 Here Comes Tidiki
160(2)
9.3.1 Customized IT System
160(1)
9.3.2 Emergency Delivery
160(1)
9.3.3 Irregular Delivery
161(1)
9.3.4 GDPMDS Warehouse
161(1)
9.3.5 Value Add Services
161(1)
9.4 Mission and Vision of Yamato Asia
162(3)
9.4.1 Perfect Marriage of TA-Q-BIN and Tidiki
163(1)
9.4.2 Next Steps
164(1)
9.5 Case Questions
165(2)
References
165(2)
10 Interview with Makoto Kigawa
167(12)
10.1 Comments Added by Mikami (in Charge of China Business Development)
175(4)
Appendix: Yamato's Value Networking Design
179(11)
A.1 Introduction
179(1)
A.2 Repositioning Yamato
180(1)
A.3 Emerging Opportunities
181(1)
A.4 Establishing a New Network Model
182(3)
A.4.1 Gateways
183(1)
A.4.2 International Hub
184(1)
A.4.3 Three Pillars of "Value-Networking" Design
185(1)
A.5 Exhibits
185(5)
References 190(1)
Index 191
Dr. Qizhang Liu has been Senior Lecturer, Department of Decision Science, National University of Singapore, since July 2011. Before that he was Senior Lecturer, Department of Mathematics and Science, Singapore Polytechnic and Adjunct Associate Professor, Department of Decision Science, National University of Singapore. Dr. Liu has a great deal of industry experience working in a consulting capacity for SMRT Corporation, Ministry of Defense, and several airlines. He has published journal articles in many prestigious journals, and he holds a PhD in Mathematics at National University of Singapore.

Dr. Mark Goh is an Associate Professor, Department of Decision Science, National University of Singapore and is Director (Industry Research) at The Logistics Institute Asia-Pacific. In 2007 he was listed in Who's Who in Supply Chain Asia. He has had several positions within Editorial Boards of prestigious operations management and decision sciences journals, including Journal of Operational Research, Logistics Information Management, European Journal of Purchasing and Supply Management. He is the Asia-Pacific Regional Editor for Supply Chain Management: An International Journal. He has been awarded numerous research grants and has published more than 200 journal papers, book chapters, book reviews, and other document types. He holds a PhD from the University of Adelaide, Australia.