A study of J Ocean Customs Broker’s Core Competences and it''s Management Opportunity Grid

• Main Authors: Chun-Lung Chan, 詹春龍
• Other Authors: 喬友慶
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/bqfyz9

碩士 === 國立中興大學 === 高階經理人碩士在職專班 === 98 === The purpose of this research is to study the core competence possessed by shipping customs brokers. Based on relevant research references made by local/overseas shipping customs brokers and the focus group discussion of this research, we have generalized 9 dimensions of the core competence of shipping customs broker consisting of: “personnel mutual-interaction”, “personnel mutual-trust”, “certainty/accuracy”, “efficiency/promptness”, “flexibility/ mobility”, “attention”, “empathy”, “professional service-oriented”, and “price/value”. Therefore, we have further developed 27 capability-attribute related question items to form the questionnaires. This research has established the management opportunity grid of shipping customs brokers through investigating customers awareness of importance degree and satisfaction on performance. Furthermore, the research has found the competitive advantages of shipping customs brokers by completing the simultaneous importance-performance analysis after competitors’ satisfaction comparison. Finally, by constructing employee’s SIPA matrix based on deviation of employee’s self-estimate and customers awareness as a major concept, the research can achieve the destination of assisting shipping customs brokers to understand the deviation between employees and customers awareness. This will provide managers with a direction guidance of strategy and management for promoting competitiveness. There are total 204 sample of this research, the empiraical result shows that the top 10 most important service items considered by shipping customs brokers and customers are: serviceman has experience and expertise to provide concrete proposal and proper reminder. Protect business-related data strictly and destroy them entirely when required. Serviceman has the capability to solve problems in an efficient and fast way when facing critical situation. Take full responsibilities with good attitude when making mistakes on customer’s documentation or any other business related. A strong and professional working team to reduce company’s cost. Serviceman has patience in waiting for documents delivered by customers as well as providing considerate services to customers. Serviceman is able to manage any abnormal case with a positive way and assist customers aggressively until case is well settled. Provide reasonable prices on customs brokerage services. Provide service by paying import tariff and import/export sea freight in advance on customer’s behalf, meet customer’s demands in a flexible way. Lower down and stabilize serviceman’s turnover rate in order to obtain more trust from customers. The result of this research indicates that the major item that should be improved immediately for shipping customs brokers’ is: “To provide reasonable prices on customs brokerage services”. In addition, based on the research result, it’s found that “personnel mutual-interaction” and “personnel mutual-trust” are major core capability dimensions for shipping customs brokers. Therefore, by strengthening the fields of “personnel mutual-interaction” and “personnel mutual-trust”, it is possible for a company to promote the satisfaction degree from area II to area I with more satisfaction, doing this activity will make shipping customs brokers to obtain more competitiveness strengths and core competence.