Performance management in the logistics service industry
Gauffin, Arto (2020)
Diplomityö
2020
School of Engineering Science, Tuotantotalous
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe202001152205
https://urn.fi/URN:NBN:fi-fe202001152205
Tiivistelmä
The target if this study was to form a proposal of the performance measurement system (PMS) and its implementation process for a logistics service provider (LSP). Thus, suitable PMS frameworks, implementation processes and key performance indicators for an LSP are studied in this paper.
The study was conducted with a case study methodology and in the case study one LSP’s national management team and approximately 80 employees of the LSP were interviewed. Based to the interviews a proposal of the PMS framework, KPIs and the implementation process was formed.
As a result, the case study proposes the LSP to use Flexible Performance Measurement System framework (FPMS). PMS’ core measures are financial KPIs and supportive measures cover internal process, personnel, sales and customer perspective KPIs. For the PMS implementation following steps are proposed: Defining the main purpose of the PMS, defining the critical success factors. defining the KPIs, testing the PMS with real data, adapting the PMS in the management practices and defining a maintenance and development methods for the PMS.
The study was conducted with a case study methodology and in the case study one LSP’s national management team and approximately 80 employees of the LSP were interviewed. Based to the interviews a proposal of the PMS framework, KPIs and the implementation process was formed.
As a result, the case study proposes the LSP to use Flexible Performance Measurement System framework (FPMS). PMS’ core measures are financial KPIs and supportive measures cover internal process, personnel, sales and customer perspective KPIs. For the PMS implementation following steps are proposed: Defining the main purpose of the PMS, defining the critical success factors. defining the KPIs, testing the PMS with real data, adapting the PMS in the management practices and defining a maintenance and development methods for the PMS.