THE SET OF PERFORMANCE INDICATORS IN TRANSPORT AND FORWARDING SERVICES – CASE STUDY

Aneta Kucińska-Landwójtowicz, Marcin Lorenc

Abstract


This article applies to the set of performance indicators in companies operating in the transport and forwarding services. The authors described the importance of the process approach in the management of the organization, and its main requirements connected with the measurements and performance indicators. On this basis, the identification and analysis of the processes was carried out in small and medium-sized enterprises in the area of transport and forwarding. This is followed by a proposal to develop a performance measurement system dedicated to such companies. The system includes a comprehensive set of indicators to monitor the efficiency, effectiveness, timeliness and quality of the identified processes. The presented project is the original proposal of the authors, complementing the available literature knowledge. The paper depicts the research results which are based on a case study approach

Keywords


performance indicators, performance measurement system, effectiveness, efficiency, quality, process management

Full Text:

PDF

References


Agami, N., Saleh, M., & Rasmy, M. (2012). Supply chain performance measurement approaches: Review and classification. Journal of Organizational Management Studies, 2012, 1. DOI:10.5171/2012.872753

Bitkowska A., Kolterman K., Wójcik G., Wójcik K., Zarządzanie procesami w przedsiębiorstwie. Difin, Warszawa 2011.

Bromley, P. (2001). A measure of logistics success. Logistics Quarterly, 7(3), 17-18.

Central Statistical Office (2015). Activity Result in 2015, CSO Trade and Services Department, Warsaw, 2016. Retrieved from http://www.stat.gov.pl

Crum, M. R., & Morrow, P. C. (2002). The influence of carrier scheduling practices on truck driver fatigue. Transportation Journal, 20-41.

Harter, D. E., Krishnan, M. S., & Slaughter, S. A. (2000). Effects of process maturity on quality, cycle time, and effort in software product development. Management Science, 46(4), 451-466.

Jochem, R., Menrath, M., & Landgraf, K. (2010). Implementing a quality-based performance measurement system: a case study approach. The TQM Journal, 22(4), 410-422.

Kaplan, R. S., & Norton, D. P. (1996). Using the balanced scorecard as a strategic management system.

Kapuge, A. M., & Smith, M. (2007). Management practices and performance reporting in the Sri Lankan apparel sector. Managerial Auditing Journal, 22(3), 303-318.

Kettering, R. C. (2001). Accounting for quality with non-financial measures: a simple no-cost program for the small company. Management Accounting Quarterly, 2(3), 14-19.

Knemeyer, A. M., Corsi, T. M., & Murphy, P. R. (2003). Logistics outsourcing relationships: customer perspectives. Journal of Business Logistics, 24(1), 77-109.

Kohlbacher, M., & Gruenwald, S. (2011). Process orientation: conceptualization and measurement. Business Process Management Journal, 17(2), 267-283.

Krauth, E., Moonen, H., Popova, V., & Schut, M. (2005, June). Performance indicators in logistics service provision and warehouse management–a literature review and framework. In Euroma International Conference (pp. 19-22).

Morgan, C. (2004). Structure, speed and salience: performance measurement in the supply chain. Business process management journal, 10(5), 522-536.

Najmi, M., & F. Kehoe, D. (2001). The role of performance measurement systems in promoting quality development beyond ISO 9000. International Journal of Operations & Production Management, 21(1/2), 159-172.

Neely, A. (2005). The evolution of performance measurement research: developments in the last decade and a research agenda for the next. International Journal of Operations & Production Management, 25(12), 1264-1277.

Neely, A., Adams, C., & Kennerley, M. (2002). The performance prism: the scorecard for measuring and managing stakeholder relationship. Financial Times Prentice Hall, London.

Reijers, H. A. (2006). Implementing BPM systems: the role of process orientation. Business Process Management Journal, 12(4), 389-409.

Sabherwal, R., Hirschheim, R., & Goles, T. (2001). The dynamics of alignment: Insights from a punctuated equilibrium model. Organization Science, 12(2), 179-197.

Sharma, M. K., Bhagwat, R., & Dangayach, G. S. (2005). Practice of performance measurement: experience from Indian SMEs. International Journal of Globalisation and Small Business, 1(2), 183-213.

Stank, T. P., Goldsby, T. J., Vickery, S. K., & Savitskie, K. (2003). Logistics service performance: estimating its influence on market share. Journal of Business Logistics, 24(1), 27-55.

Stewart, G. (1995). Supply chain performance benchmarking study reveals keys to supply chain excellence. Logistics Information Management, 8(2), 38-44.

Syamil, A., Doll, W. J., & Apigian, C. H. (2004). Process performance in product development: measures and impacts. European Journal of Innovation Management, 7(3), 205-217.

Taticchi, P., Tonelli, F., & Cagnazzo, L. (2010). Performance measurement and management: a literature review and a research agenda. Measuring business excellence, 14(1), 4-18.

Twaróg, J. (2005). Mierniki i wskaźniki logistyczne. Instytut Logistyki i Magazynowania.

Van Donselaar, K., Kokke, K., & Allessie, M. (1998). Performance measurement in the transportation and distribution sector. International Journal of Physical Distribution & Logistics Management, 28(6), 434-450.

Zeglat, D., AlRawabdeh, W., AlMadi, F., & Shrafat, F. (2012). Performance Measurements Systems: Stages of Development Leading to Success. Interdisciplinary Journal of Contemporary Research in Business, 4(7), 440-448.




DOI: http://dx.doi.org/10.12955/cbup.v5.934

Refbacks

  • There are currently no refbacks.


Print ISSN 1805-997X, Online ISSN 1805-9961

(c) 2016 Central Bohemia University