The Role of Applying Lean Management in Ports to Increase Customer Satisfaction

هريدي, أحمد فاروق; فاروق الحداد, إيمان

doi:10.21608/jocu.2025.339949.1405

The Role of Applying Lean Management in Ports to Increase Customer Satisfaction "Applying to Suez Canal Container Terminal"

نوع المستند : مقالات سیاسیة واقتصادیة

المؤلفون

¹ الأكاديمية العربية للعلوم والنقل البحري - معهد النقل الدولي واللوجستيات

² کلية النقل الدولى واللوجستيات الاکاديمية العربية للعلوم والتکنولوجيا والنقل البحرى

10.21608/jocu.2025.339949.1405

المستخلص

This research explores the significance of domestic cargo and local customers in port operations, focusing on improving landside operations through lean management to enhance customer satisfaction and port competitiveness. The study uses the Suez Canal Container Terminal (SCCT) as a case study, comparing operations before and after implementing lean practices over a six-year period, divided into three years pre- and post-application.

Four key variables were analyzed: Truck Turnaround Time, Truck Waiting Time, Total Exports, and Total Imports. Significant improvements were observed in three variables post-implementation. The average monthly truck waiting time reduced by approximately 15 hours, while exports increased by around 1,770 TEUs/month and imports by about 864 TEUs/month. However, no significant change was found in Truck Turnaround Time.

The findings highlight lean management's potential to streamline operations, reduce delays, and boost port productivity. The research recommends expanding lean practices across landside and seaside operations to address challenges at various levels, identify root causes, and implement effective solutions. These measures aim to improve operational efficiency, enhance customer experience, and strengthen port profitability and competitiveness.

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