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1、外文翻译原文Benchmarkingtheportservices:acustomerorientedproposalMaterialSource:http://www.emeraldinsight.comAuthor:ManuelCuadradoPortactivityconsistsofofferingservicestoshipsandgoods,whichmakestheshippingcompaniesandtheexportandimportcompaniestheport'sclie
2、nts.TheserviceprovidersareasetofprivatecompaniesandpublicbodieswhichmakeupthePortCommunity.Servicequalitydependstoagreaterorlesserextentonalloftheseentitiesandtheinteractionbetweenthem.ThemembersofthePortCommunitycanbeclassifiedintofourgroups:thefirst
3、comprisestheprivateorganizations,whichcarryouttheiractivitiesinacompetitiveenvironment:shipagents,customsagents,freight-forwarders,roadhaulers,suppliers,logisticsoperatorsandstevedoringfirms;thesecondgroupcomprisesprivatebodies,whichcarryouttheiractiv
4、itiesundersemi-monopolisticconditions:dockpilots,towagecompanies,mooringcompaniesandtheStateStowageSociety(SEVASA);thethirdgroupconsistsofpublicbodiessuchastheharboroffice,customsandofficialinspectionservices;thefourthgroupcomprisesonlythePortAuthorit
5、y,whichasapubliccompanyissimilartothethirdgroupbutwhosecontrolpowersrequireittobeconsideredseparately.TheexistingrelationsbetweenthemembersofthePortCommunityanditsclients:importers/exportersandshippingcompanies.Theprovisionofportservicesistheresultoft
6、hecomplexintegrationofthefunctionsofeachoftheagents.therelationsweredeterminedatthelevelofactivities,economicconsiderationsandcontrolpowers.Thus,tosummarize,theharborofficeisresponsibleforexercisingcontrolfunctionsoverthewholesystem;thePortAuthorityma
7、nagesthesystem;theclients,i.e.theshipandtheexport/importcompanyareputintocontactviatheirrepresentatives,theshippingagentsandthefreight-forwarders,respectively,withthedifferentagentswhomakethewholeportsystemwork.Afteranalyzingtheelements,relationsandcl
8、ientsofthePortCommunity,thefirststepinapplyingbenchmarkingistochoosetheprocessestoanalyze.ThisstepishighlyimportantasindicatedbyCarpinettiandDeMelo(2002)However,mostbenchmarkingliteratureismoreconcernedwithhowtodevelopabenchmarkingprojectoncet
