This is the first of a series of three papers discussing a major benchmarking initiative in the air cargo freight industry sector. The project itself focused on nine major competitors in the cargo industry and included organisations known to be leaders in the areas of service excellence. The...

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;...

This is the last of a series of three papers discussing a benchmarking project related to the air cargo freight industry. This paper builds on the analysis covered in the second part, by discussing the gaps between various competitors and highlighting the practices that give respective...