Please write down an introduction & conclusion of the case study on GATI: ACHIEVING QUALITY EXCELLENCE IN SHIPMENT DELIVERY based on the following recommendation also please provide the references & in cite citations:

1. Eliminate the need for customers to call or email to place orders: Instead of having customers call or email to place orders, the company can create an online booking system that allows customers to enter their delivery details and make payments online. This would eliminate the need for booking associates to manually enter customer information, reducing the potential for errors and saving time. 2. Simplify the packaging process: The company can eliminate the need for booking associates to pack goods by either allowing customers to choose automated packaging options or by using standardized packaging options that can be quickly applied. 3. Remove the requirement for a manager to handle express delivery requests: Instead of having a manager handle express delivery requests, the company can create an automated system that assigns a booking associate to the pickup point based on proximity, capacity, and other factors. 4. Combine payment and docketing: The company can streamline the payment and docketing process by having booking associates issue receipts directly after collecting payment, instead of having customers receive a separate receipt after the shipment is dispatched. 5. Simplify the dispatch process: The company can simplify the dispatch process by optimizing their dispatch algorithms to ensure that shipments are sent directly to the appropriate hub, without the need for additional stops or transfers.