The Development of Trucking Service Quality According to the Q Mark Standard: A Case Study of Haad Thip Public Company Limited

Abstract

The objectives of this research were to study and evaluate the performance of Haad Thip Public Company Limited according to the Q Mark criteria, and to suggest guidelines for improving the quality of truck transportation services for Haad Thip Public Company Limited according to the Q Mark criteria as well as proceed with applying for standard certification. Using a standard semi-interview assessment tool through transportation, business development, distribution and maintenance departments. This tool is based on the Q Mark standard of the Department of Land Transport. It covers 5 aspects in terms of organization, transportation operations, employees, vehicles, and customers and external parties’ aspects as well as focusing on department managers to be the most useful and relevant information. The results found that the overall compliance in all 5 aspects at 61.5 percent after the researcher proposed guidelines. Moreover, actions to correct Improve and develop work processes along with proceeding with the proposal and the results of the post-implementation conformity assessment were clearly consistent with the increased Q Mark requirements in all aspects with 97.4 percent. However, only the customer and external aspect having a level of compliance at 80 percent but the level of compliance with organizational requirements, transportation operations, employees, and vehicles were consistent at 100 percent. Such operations have resulted in Haad Thip Public Company Limited having a more efficient overall work process covering all aspects as well as being able to increase the efficiency of the organization's transportation. Moreover, these results can increase the competitiveness of the truck transport business group more widely and increase opportunities for the organization to move forward into the international transportation business in the future as well.