Logistics performance measurement and customer success

Article Abstract:

Performance measurement is critical to the success of almost any organization because it creates understanding, molds behavior, and leads to competitive results. World-class firms recognize the central role measurement plays in their success and are therefore compulsive about their performance measurement efforts. This research presents findings from a longitudinal empirical study of logistics performance measurement practice. In addition to the survey results, findings from over 100 interviews with leading companies worldwide are discussed. The bottom line is that world-class performance requires superior process measurement both within the firm and across organizational boundaries. (Reprinted by permission of the publisher.)

Research, Customer service, Employee performance appraisals, Performance appraisals

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Formalization of reverse logistics programs: A strategy for managing liberalized returns

Article Abstract:

The relationships between formalization, liberal policies, and related capabilities and overall effectiveness of reverse logistics programs for a sample of firms in the automobile aftermarket parts industry are investigated. The results suggest that more research related to formalization of reverse logistics programs is required to clarify all the pertinent issues and a pair of trading partners could be examined in order to provide a comparison basis.

United States, Management dynamics, Company business management, Returns (Retail trade)

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