Quality delivery service as a strategy: Profile and perspectives for excellence achievement within OPRAG

Abstract

The use of human experiments in operations management is still fairly novel despite a small stream of publications (Bendoly, Donohue and Schultz, 2005). Hence, this study was conducted with the ultimate interest of advancing research and knowledge in OM with an empirical contribution and, therefore, to foster the quick attainment of the goals set to OPRAG as a Port Authority in Gabon with a major challenge of modernisation of port facilities. The author attempts to share findings of this experience, particularly on how to elaborate,formulate and implement a winning strategy which will serve the pivot for and lead the OPRAG‟s management of operations to the excellence.