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A model for customer‐focused objective‐based performance evaluation of logistics service providers

A model for customer‐focused objective‐based performance evaluation of logistics service providers Purpose – This paper aims to propose a customer‐oriented, objective‐based model for evaluating the performance of logistics service providers (LSPs). Design/methodology/approach – The study develops an appropriate customer‐oriented, objective‐based measurement model for LSPs on conceptual grounds. The paper illustrates the application in the form of a case study of a Taiwanese electronics manufacturer. Findings – Satisfactory results are obtained in demonstrating the application of the model. Compared with the previous model used by the case company, the new model produced sensitive, accurate, and effective manufacturing performance rating results for different achievement levels. Practical implications – The proposed LSP performance‐rating model can be applied by a variety of manufacturers to assess all kinds of LSPs in various industries. The proposed model can assist manufacturers in selecting the best LSP and integrating LSP capabilities to develop an appropriate quality‐and‐profit improvement program using customer‐specific requirements. Originality/value – This paper proposes an original model to solve the problem of multiple measurements in assessing an LSP, taking into account the total cost of logistics (including net price, delivery, quality, service, and so on). http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asia Pacific Journal of Marketing and Logistics Emerald Publishing

A model for customer‐focused objective‐based performance evaluation of logistics service providers

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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
1355-5855
DOI
10.1108/13555850810890075
Publisher site
See Article on Publisher Site

Abstract

Purpose – This paper aims to propose a customer‐oriented, objective‐based model for evaluating the performance of logistics service providers (LSPs). Design/methodology/approach – The study develops an appropriate customer‐oriented, objective‐based measurement model for LSPs on conceptual grounds. The paper illustrates the application in the form of a case study of a Taiwanese electronics manufacturer. Findings – Satisfactory results are obtained in demonstrating the application of the model. Compared with the previous model used by the case company, the new model produced sensitive, accurate, and effective manufacturing performance rating results for different achievement levels. Practical implications – The proposed LSP performance‐rating model can be applied by a variety of manufacturers to assess all kinds of LSPs in various industries. The proposed model can assist manufacturers in selecting the best LSP and integrating LSP capabilities to develop an appropriate quality‐and‐profit improvement program using customer‐specific requirements. Originality/value – This paper proposes an original model to solve the problem of multiple measurements in assessing an LSP, taking into account the total cost of logistics (including net price, delivery, quality, service, and so on).

Journal

Asia Pacific Journal of Marketing and LogisticsEmerald Publishing

Published: Jul 4, 2008

Keywords: Performance measurement (quality); Customer satisfaction; Cost effectiveness; Distribution management

References