Quality evaluation in logistic services

The paper highlights some problems relevant to the quality measurements in logistic services. "Traditional" logistic indicators are compared with the service dimensions defined in the Parasuraman-Zeithaml-Berry model. Furthermore, the problem of service indicators aging is analyzed and discussed. In order to enhance readers' ability to contribute to the development in the field, the authors pose open-ended questions in the articl

Logistics Service Performance: a reference framework. INTEGRATED MANUFACTURING SYSTEMS, vol. 15-n.3, ISSN: 0957-6061

Many companies measure their logistic performances using several methods. As a consequence, various sets of indicators can be found in practice and in the literature. In particular, the same event can be measured in different ways, so that the relative performance is sometimes totally different. The purpose of this paper is to suggest a hierarchy in logistic performance measurements. A referring model for evaluating the logistic performances is also proposed in this paper, together with the definition of a reference framework for the selection of supply chain performance measurement

A decision-making approach for investigating the potential effects of near sourcing on supply chain

Purpose - Near sourcing is starting to be regarded as a valid alternative to global sourcing in order to leverage supply chain (SC) responsiveness and economic efficiency. The present work proposes a decision-making approach developed in collaboration with a leading Italian retailer that was willing to turn the global store furniture procurement process into near sourcing. Design/methodology/approach - Action research is employed. The limitations of the traditional SC organisation and purchasing process of the company are first identified. On such basis, an inventory management model is applied to run spreadsheet estimates where different purchasing and SC management strategies are adopted to determine the solution providing the lowest cost performance. Finally, a risk analysis of the selected best SC arrangement is conducted and results are discussed. Findings - Switching from East Asian suppliers to continental vendors enables a SC reengineering that increases flexibility and responsiveness to demand uncertainty which, together with decreased transportation costs, assures economic viability, thus proving the benefits of near sourcing. Research limitations/implications - The decision-making framework provides a methodological roadmap to address the comparison between near and global sourcing policies and to calculate the savings of the former against the latter. The approach could include additional organisational aspects and cost categories impacting on near sourcing and could be adapted to investigate different products, services, and business sectors. Originality/value - The work provides SC researchers and practitioners with a structured approach for understanding what drives companies to adopt near sourcing and for quantitatively assessing its advantage

Cost and Schedule Monitoring of Industrial Building Projects : Case Study

Performance measurement is a helpful tool for taking corrective actions and controlling a project as far as this enables accurate time and cost forecasts during the first stages of the construction effort when the management team still has opportunities to make adjustments. This paper overcomes the dilemma of practicability and predictability of traditional estimates at completion based on early progress measurement by presenting the empirical results from the construction project of an industrial facility. The case may be a reference practice for assessing time and cost performance measurement of any building, whose layout can be reasonably partitioned into repeatable portions. In such circumstances, an effectively-managed traditional earned value method and appropriate metrics for computing performance provide project managers with accurate forecasts as useful tools for successful project management and contro

A Framework to Select Techniques Supporting Project Risk Management

The need for increasing quality while reducing time and costs asks for developing knowledge about how to manage risk in projects. However, communication and knowledge creation are not easy tasks, especially when dealing with uncertainty, because decision-making is often fragmented and a shared perspective on the goals, opportunities, and threats of a project is missing. With the purpose of stimulating knowledge, a framework to classify techniques supporting project risk management is proposed. To this end, three dimensions encompassing the main aspects characterising the managerial and operational scenario of a project are considered: the phases of the risk management process, the phases of the project life cycle, and the corporate maturity towards risk. The taxonomy is then applied to a wide selection of risk techniques based on the analysis of literature and the authors' experience. Future research efforts will be directed towards refining the framework and testing it in multiple industrie