Abstract
Last mile handover is the most problematic phase in the delivery process, while real-time communication and dynamic scheduling are major problem areas associated with attended last mile handovers. These problem areas need to be addressed holistically to facilitate efficient last mile handovers. The aim of this paper is to report the design and functionalities of a decision-support system which holistically addresses these problem areas. The functionalities of decision-support system which addresses dynamic scheduling and real-time communication problem areas are discussed using case studies. We conclude that a holistic decision-support system with multiparty communication among the stakeholders facilitates improving customer satisfaction, business opportunities and reducing operational costs for logistics companies.
Highlights
Technological development has increased the competitiveness of retail markets due to the growth of shopping over the internet [1]
Based on the group interviews and a review, the major operational problem areas were identified for the logistics company and customers literature review, the major operational problem areas were identified for the logistics company and and are given below
Consumer consumer communication communication and and scheduling problem areas are major issues affecting the efficiency of attended last mile handovers
Summary
Technological development has increased the competitiveness of retail markets due to the growth of shopping over the internet [1]. Customer satisfaction and business opportunities can be adversely affected if the logistics company misses the handover due to a lack of real-time handover information or long delivery windows. This is further exacerbated due to an increased number of consumers and competitive markets. The consumer might want to have the handover during a particular time slot or at an alternate handover location, which increases the complexity in routing These problems lead to increased costs, pollution and a loss of business opportunities. The aim of this paper is to report the design and development of decision-support system’s functionalities which holistically address major last mile handover problems in customer communication and scheduling areas.
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