 A SCOR-based performance evaluation framework for last-mile delivery of DIY home furniture productsSuratin Tunyaplin and Wirachchaya Chanpuypetch International Journal of Logistics Systems and Management, 2021, vol. 38, issue 3, 277-306 Abstract: For a retail supply chain of DIY home furniture products, last-mile providers must be capable of providing multiple-piece shipment and complex assembly, as well as installation services. Most suffer from their operational performance management. Therefore, this article aims to propose a performance evaluation framework for last-mile delivery of home furniture products. It was developed through the case of a multinational home delivery and assembly service company based on the SCOR model. In the real-world situation of this context, the 13 measurable metrics can be determined as key performance indicators (KPIs). These KPIs were also prioritised using the analytic hierarchy process. Finally, the framework was applied to measure the performance of the two branches of the MNC in Thailand and Indonesia. The company can monitor the quality of service in different environments to gain customer satisfaction and maintain a good reputation with business partners. Keywords: performance measurement; last-mile delivery; supply chain operations reference; SCOR; home furniture delivery; assembly services; analytic hierarchy process; AHP. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijlsma:v:38:y:2021:i:3:p:277-306 Access Statistics for this article More articles in International Journal of Logistics Systems and Management from Inderscience Enterprises Ltd |
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