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
Highlights
To meet the constantly changing and competitive environmental requirements, firms are searching for ways of enhancing their efficiency and effectiveness in their operations
The second phase connected with collecting the indicators was based on the analysis of the basic processes impact on the effectiveness and performance quality of the whole company
The indicators offered for the assessment of the presented criteria include respectively: the amount of damages occurring during shipment, the number of faults in the carrier documentation, the costs of breakdowns and repairs depending on the drivers
Summary
To meet the constantly changing and competitive environmental requirements, firms are searching for ways of enhancing their efficiency and effectiveness in their operations. It necessitates them to establish the ability to respond to the escalating demands of their clients as well as adjusting relevant business processes. These objectives alone will not be able to serve as a basic guide for controlling and optimizing their entire enterprise (Jochem et al, 2010). Companies have understood that for competing in continuously changing environments, it is necessary to monitor and understand firm performance (Taticchi et al, 2010). A performance measurement system (PMS) is a balanced and dynamic system that enables support for the decision-making processes by gathering, elaborating and analyzing information (Neely et al, 2002). The result of the literature review reveals a certain maturity of the literature related to large companies and a significant lack of PMS literature for small and medium enterprises (SMEs) (Taticchi et al, 2010)
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