MANAGEMENT OF THE ‘CUSTOMER - LOGISTICS SERVICE PROVIDER RELATIONSHIP
Logistics service providers (LSPs) serve as an intermediate between shippers and their customers to create the value shippers aim at. However, it is not always clear what this value is neither to the LSP nor to the shipper. We develop and test a Customer Process Analysis (CPA) tool to identify the nature and level of key performance requirements set by shippers, and the extent to which these requirements are met by LSPs. The CPA is a hierarchy of performance indicators used to determine the level of fit. CPAs were carried out at 9 companies and the findings were, at first sight, disappointing. Hardly any of the LSPs had defined any type of performance indicator nor its required level, furthermore shippers were also not able to provide this information when asked. A number of the larger LSPs had indeed defined and applied internal performance indicators, but they used the same indicators for all of their customers and thus are not customizing these indicators to all for the fact that different customers may have different demands.
Logistics service provider Buyer-supplier relationship Performance measurement
Job de Haan Mark Overboom Fons Naus James Small
Department of Organization and Strategy, Tilburg School of Economics and Management P.O. box 90153, Department of Organization and Strategy, Tilburg School of Economics and Management
国际会议
13th International Conference on Enterprise Information System(第13届企业信息系统国际会议 ICEIS 2011)
北京
英文
1288-1293
2011-06-08（万方平台首次上网日期，不代表论文的发表时间）