Building Resilience in the Service Industry: A Study on Nonconformities Typology in Logistics

Abstract

In the context of a rapidly evolving business landscape characterized by technological advancements and shifting market dynamics, organizations must prioritize the establishment of comprehensive quality management frameworks and the enhancement of adaptive operational strategies to ensure sustained competitiveness and effective responses to environmental changes. While companies usually assess quality by tracking overall defects, a more thorough examination of nonconformities can help identify specific areas that require management attention. This study reviews and tests potential categories of nonconformities within a logistics service-providing company. This will help organizations proactively identify, rectify, and prevent issues, thereby fortifying their resilience. Research on a logistics company’s non-conformance system revealed that the company’s resilience is closely linked to its ability to identify patterns of nonconformities, understand their causes, and address them promptly. However, the system’s impact on resilience is not immediate and can take up to 2 years as the quality system is analyzed and improved before a reduction in nonconformities becomes noticeable.