Order‐to‐delivery process performance in delivery scheduling environments

Abstract

Purpose – The purpose of this paper is to generate a performance model for an order-to-delivery (OTD) process in delivery scheduling environments. It aims to do this with a triadic approach, encompassing a customer, a supplier and a logistics service provider. Design/methodology/approach – The paper takes the form of a conceptual analysis and a triadic case study on performance measurement requirements in an OTD process characterized by delivery scheduling, and generating performance models. Findings – Two OTD process performance models, one for the supplier’s delivery sub-process and one for the customer’s delivery scheduling, the logistics service provider’s transportation and the customer’s good receipt sub-process, in delivery scheduling environments are generated. Research limitations/implications – A single case study limits the levels of external validity and reliability to analytical generalization. Practical implications – The generated performance models include definitions of four sub-processes and outline ten performance dimensions that should be of relevance for several companies to apply. Originality/value – This is the first approach that generates performance models for a triadic OTD process for use in delivery scheduling environments.