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KPI in Logistics PDF
KPI in Logistics PDF
Keywords: KeyPerformance Indicators (KPI), PlanningSystems, Logistics Service Providers, System Development
Abstract: Output of a planning process is a set of assigned individual tasks to resources at a certain point in time.
Initially a manual job, however, in the past decades information systems have largely overtaken this role,
especially in industries such as (road-)logistics.This paper focuses on the performance parameters and
objectives that playa role in the planningprocess.In order to gain insight in the factors which playa role in
designing new software systems for Logistical Service Providers (LSPs).Therefore we study the area of
KeyPerformance Indicators (KPI).Typically, KPIs are used in a post-ante context:to evaluate a company’s
past performance.W e reason that KPIs should be utilized in the planning phase as well;thus ex-ante.
The paper describes the extended literature survey that we performed, and introduces a novel framework
that captures the dynamics of competingKPIs, bypositioningthem in the practical context of an LSP.This
framework could be valuable input in the design of a future generation of information systems, capable of
incorporatingthe business dynamics of today’s LSPs.
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also referred to as Third Party Logistics Service In this paper, we review the different theories
Providers (3PLs), carry out the logistic activities for and empirical findings known in literature on KPIs
one or more companies within the supply chain; in(road-)logistics.W e specifically include elements
functioning as anintermediary (Lai et al. , 2004).The such as the multi-dimensionality of companies
functions of 3PLs or LSPs can be divided in: (several hierarchical planning levels as well as
warehousing, transportation, customer service, and relevant business functions per company), general
inventory and logistics management (Sink et al. , business performance versus individual order
1996), (Vaidyanathan, 2005). performance, and the principles of supply chain
Logistics service providing is an industry under management (steering a chain of companies versus
great pressure. M argins are small, and therefore solely steering one’s own company).Note that the
LSPs continuously seek for opportunities to make perceptionof performance is relative:cost efficiency
their business more profitable. That can be, for may be one of the important measures for an LSP,
example, by scaling up or expanding their activities still this might not be what the shippers and
outside their home country (Lemoine et al.2003). consignees desire – they would instead prefer high
Planning and control is crucial for the operations quality and low price (Lai et al., 2004).
of anLSP:both for the day-to-day operations as well In the literature we identified two major
as the more long-term strategic obj ectives.A good perspectives.First, there is a clear split between
insight in performance information and therewith performance indicator related research that focuses
steering mechanisms for planning is important. on internal operations of an individual firm, versus
Historically, companies concentrated on financial literature that takes the supply chainperspective and
indicators.Nowadays it is widely recognized that seeks to optimize inter-organizational performance.
non-financial and evennon-numerical indicators can For one exception we refer the reader to Gibson et
give valuable information as well (Brewer et al, al. (2002), which compared how shippers and
2000, Ittner et al., 2003).Such indicators though are carriers rank service.The second perspective relates
more difficult to measure and compare. to the use of performance indicators;in general the
Selecting the right indicators for measuring (and indicators are used either at the strategic level, for
steering!)however is rather complicated.A full set performance evaluation, or at the highly operational
of indicators could result in a huge amount of data level, for planning and control.In the next sections
which would require a lot of efforts and high costs we review the different sources of literature.
both in acquiring and analyzing.Another difficulty
is that it is not uncommon that the selected 3.
1 Suppl
ychai
nperformance
indicators turnout to be conflicting –improving one
may worsenanother.
Performance indicators are to a large extent LSPs are specialists in supply chain management,
and are generally well aligned with the type of
domainspecific.Our research focuses onthe area of
third-party logistics.But evenhere no unique subset supply chainthey serve.Fisher (1997)makes a split
of indicators canbe selected.The choice is company between efficient and responsive supply chains.
Christopher et al. (2002)make a similar distinction
specific and depends on the goals, state and
orientation of the company. Therefore it is into lean and agile. W eber (2002) is using a
worthwhile to first concentrate efforts on providing hierarchical model to measure supply chain agility.
The Supply-Chain Operations Reference-model
aid in the selection process.The existing literature
onperformance measurement in logistics provides a (SCOR)offers a model with standards to describe
large number of potentially useful indicators. supply chains (SCOR, 2003).M easurements which
can be used to measure efficiency or leanness of
LSPs include fill rate of delivery plans, empty-to-
loaded backhaul mile index, equipment utilization
3 LITERATURE REVIEW rates (hours), equipment utilization rates, vehicle
maintenance costs. M etrics to measure
KPIs are used to evaluate the past performance of a responsiveness or agility include export shipment
company: making it possible to compare processing time, delivery performance to customer
performance with previous periods of measurement, requested date, customs clearance time.
or industry standards or evenindividual competitors. A strong partnership emphasizes direct, long-
Consequently, any logistical system should try to term collaboration, encouraging mutual planning
optimize and steer its decisions to the metrics it later and problem solving efforts.
shall be evaluated upon.A clear insight into the Another important point is the use of information
factors that drive logistical operations provides us systems (Sander, et al. 2002);as well as the type of
with adequate planning objectives. systems.Informationsystems support the integration
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3.4 Measuring the un-measurable The motivation for including four different
points of view comes from the fact that in many
It is compelling to note that most literature focuses cases they will be conflicting and, in order to
on numerical factors such as:cost, time, faults, IT achieve a balance, the management shouldbe aware
utilization. Environmental factors, customer of the needs and desires of all parties involved.
perceptions, employee happiness, et cetera are Consider for example the prices for the logistics
hardly covered in logistical performance indicator services the company offers.Increasing the price
literature.An exception is the balanced scorecard will bring more profit which is desirable for the
which provides a formalizedmechanism to achieve a company. The customer, however, prefers low
balance between non-financial and financial results prices.The society on the other hand is clearly not
across short-term and long-term horizons and is so concerned with prices alone but more with the
based on the notion that companies have to aim at a economic climate as a whole, e. g.how to increase
true integration of marketing, production, the competition, fight monopolies, etc.Employees
purchasing, sales andlogistics (Brewer et al. , 2000). are in general not so concerned with the prices but
The balanced scorecard distinguishes four main with their work conditions.Another example would
perspectives (Kaplan et al., 1992): customer, be labour efficiency.M anagement is interested in
internal, financial, innovation and learning. The maximum utilization of labour which, without
managers need to create their own version of the applying restrictions, will lead to overexploitation.
balanced scorecard and concentrate on the most This naturally comes in conflict with the point of
critical measures. view of the employees. The society might be
Knemeyer, et al. (2003)studythe perspective of concerned with cases of overexploitation on a large
a customer.If the customer perceives that the LSP scale that leads to drastic increases in accidents,
focuses on the interaction between the companies strikes disrupting traffic or health insurance issues.
and is concerned with winning and keeping the The vertical axis in Figure 1 divides the
customer, the relationship can be strengthened. performance indicators in long-term and short-term.
Stank et al. (2003) examine how relational, This distinction has been previously used in other
operational and cost performance relate to customer research (e. g. Gunasekaran et al, 2001) and is
satisfaction, loyaltyandmarket share. accepted as a meaningful division that the decision
The internal business perspective translates the makers find applicable.Short term indicators can
customer perspective into what the company must be measured for example within the period of a
do in order to meet its customer’s expectations.But month.The final choice of short term indicators
the targets for success keep changing; and thus depends on organizational strategy and
innovation is needed. For LSPs innovations can measurements costs.For instance, an organization
include additional activities, regions, transport aiming at maximizing its total number of driven
modes and communication systems e. g.RFID or kilometers wouldwant to report this on a dailybasis.
W ebServices (Chapman et al., 2003, Lemoine et al., Progress in information and communication
2003). Financial indicators measure if the technology might lower costs for more granular
company’s strategy, implementation and execution measurements.Long term performance indicators
contribute to bottom-line improvement. are measuredover longer periods of time.
The classification discussed so far is very
general.It incorporates all relevant points of view
but does not provide structure within these
4 OUR FRAMEWORK viewpoints.Thus we extend it in this direction.An
extra extension has been added for the management
The literature overview presented in the previous point of view, the KPI scheme has been further split
section supports the view that a new framework for in four categories;see the lower part of Figure 1.
performance indicators can be beneficial in the area The reason for onlyenriching the management point
of third party logistics.W e consider different points of view is that we expect it to accumulate a richer
of view (both internal and external) on the collection of indicators where further refinement
company’s performance. Figure 1 presents the will be necessary. W e differentiate between the
general scheme of our framework.On the horizontal following four categories:
axis we separate the different viewpoints Effectiveness – Effectiveness measures the
corresponding to the parties involved.The internal capability of producing an intended result.It thus
point of view is represented by the two parties concerns the ‘outside’ of the organization – what
within the company – management and employees. results does the organization achieve?
The external point of view shows the perspective of Efficiency – Efficiency is the measurement for
the customer andthe society. producing results taking into account usedresources.
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PERFORMANCE MEASUREMENT AND CONTROL IN LOGISTICS SERVICE PROVIDING
It thus refers to the ‘inside’ of the organization – industry. W e plan to conduct field studies with two
how does the organization achieve its results? W e LSPs (i.e. with management and planners). After
may also say that efficiency measures the ratio finishing our evaluation, we intend to use the
between input and output. framework and its indicators in the development of a
Satisfaction – Satisfaction represents the human new agent-based software system for road-logistics
factor in our model. All organizational achievements planning.
may be optimal regarding effectiveness and
efficiency, the people in the organization should still 5.1 Expert interview
be able to do their work to some degree of
satisfaction. In this way, it makes the performance
The interviewee prepared for the interview by
optimization problem of the organization more
constrained. reading a draft version of this article, i.e. the
IT and innovation – An organization must also literature review, and the definition part of the
framework. The semi-structured interview lasted for
be concerned with its future performance. As such,
innovation and IT utilization are indispensable one-and-a-half hours. The interviewer started with a
factors for measuring long term performance. An short introduction. He explained in ten minutes what
the purpose was of this interview, what has been
organization that is working optimal now may not be
the best tomorrow if it does not take its own done so far, and what future plans were.
circumstances into reconsideration constantly. Furthermore he made clear why especially this
interviewee was selected. Over the next seventy-five
W e applied this framework to our extensive
collection of performance indicators;for results see minutes, the interviewee gave his vision on
Table 1. performance measurement and performance
indicators. His thoughts were guided by twenty
years of logistical industry experience. At the end of
the interview, the interviewer used five minutes to
5 FRAMEWORK EVALUATION summarize the points discussed in the interview,
which were confirmed by the interviewee. The
W e present here preliminary validation results results of the interview are presented below, in Table
although validation is at the time of writing not yet 2;it contains a summary of the most relevant aspects
completed. W e conducted an expert interview to discussed during the interview;before publication it
cross-validate our model with feedback from was checked with the interviewee.
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In traditional OperationsResearch (OR),operationsare often rated and optimized upon a small set ofparametersonly –
sometimesonly one single parameter.Thisresultshowever in non-optimal system behaviour.Consider the example of
empty-kilometer minimization.Thisoptimization often resultsin trucksstanding still,waiting for a next order (preferably
with a starting point equal to the place ofwaiting).Trucksdo not anticipate on the next order (in a more fruitful region).
Often waitingtime doescost money aswell – the driver needsto be paid andthe truck could have been utilized for other
purposes.Reviewing single optimization parameterscan hardly be seen separate from other indicators,asthe following
indicates: Let usconsider an LSP that hasa truckdrivingaroundwithonly one small package –so,it usesonly 5% ofits
carriage capacity–utilizinga veryinefficient route,withlotsofdetours.It ishowever not drivingaroundempty–sofrom
an empty-milesperspective thistruckoperatesveryeffective.Althoughwe dorealize that the truckcouldhave carriedmore
cargo,andthe route it tookcouldhave been more efficient.However,we donot know yet whether the customer isactually
paying for thistrip – because ifso,no LSP would mind to have a truck driving around via an inefficient route,with only
little cargoaslongasthe customer ispayinga goodprice.
Not all indicatorsdohave a direct translation in costs,or financial measurements,but dotranslate in,for example,extra
appreciation from the customer.An interesting example isCehave – a Netherlandsbased organization active in the agri-
business.W hen delivering feed products to farmers,farmers prefer and value it to be the first farm on the delivery-
roundtrip,since with each extra visit (between Cehave’splant,and the farm)the risk on animal diseasesand infections
rises.The paradox however isthat,although farmersprefer the service ofbeing the first customer,they are not willing to
payfor thisservice.
Agility is more-and-more required for LSPs business operations.It is very important to have a flexible business
infrastructure,capable ofquickly reacting and adapting to changes in operations: new orders,re-routing ofa truck,or
handling changesin the environment (such asa traffic jam).Therefore quick react capabilities are oftrue importance;
measuringthese however isa complex matter.
Planning systems targeted at such industries could well be build by using agent technology,and dynamic systems
(control)structures;utilizing measurement and reaction mechanismsto derive to smart decisions.[W e]believe that smart
local decision making,makingthe right decisionsat the right moment andright place are likely toresult in well behaving
planningsystems.Feedbackplaysan important role in suchsystems.Performance measurement shouldnot onlylookat the
parameter assuch,but alsoat the waythose parameterschange (andbehave)over time –thusbe aware ofthe first or second
derivative ofthe function aswell.
The frameworkaspresentedin thispaper isveryinteresting.It isfinallyan attempt tohave a complete scheme,looking
beyondjust financial indicators,andespeciallydedicatedfor the logistical industry.It measuresmore than solelycosts,like
it also capturesperceptions(ofmanagement,customers,employeesat different levels,et cetera).A very useful division is
the split between the strategic,tactical,andoperational time-domains.It might furthermore help in overcomingproblemsin
supply chains that want to assess chain wide performance.However,some adjustments and generalizations might be
needed.
Critical noteson the work include: a subdivision/refinement aswasmade for the classification ofthe management
point-of-view (see Table 2)shouldbe made for all the categoriesasmentionedin the framework,thusincludingemployees,
customer andsocietyaswell.Therewiththe frameworkbecomesthree-dimensional.Be aware that optimal,doesnot mean
the same toall companies.Optimal for one company,can be far from optimal for another company.
Interestingaspect ofthe presentedworkisthat it couldserve asa tool that makesperformance indicators,andtherewith
system-control a discussable issue in an organization –whichwouldbe a real valuable tool toevaluate current systems,and
to design future systems.The true advantage ofthisapproach isthat it could be relatively easy translated into an agent-
based software system.W ith software agentsmonitoring and controlling single performance indicators,and steering upon
these.
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the one hand we look at the perspecti ve:i nternal Christopher, M . , & Towill, D. R. (2002). Developing
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society);on the otherhand we classi fy i
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short-term or long-term.W e i dentify the cost of Donselaar, K. v. , Kokke, K. and Allessie, M . (1998).
measurement ofan i ndicatorasessenti al in choosing Performance measurement in the transportation and
whether an i ndi cator i s eli gible for pre-ante distribution sector.International Journal of Physical
moni toring and analysi s. W e have vali dated our Distribution & Logistics Management 28(6):434-450.
framework wi th a domai n expert,and have planned Fisher,M .L.(1997).W hat isthe Right Supply Chain for
multiple case-studi es and i ntervi
ews forvali dati
on your Product? Harvard Business Review
asfuture work. (M arch/April):105-116.
Other di rections for future work i nclude Fowkes,A.S. ,P.E.Firmin,et al.(2004).How Highly
obtaining more i nsi ght in the relationshipsbetween Does the Freight Transport Industry Value Journey
the indicators as well as the relati onships between Time Reliabili ty - and for W hat Reasons?
indicators on di fferent aggregati on levels. The International Journal of Logistics - Research and
knowledge gai ned wi ll be appli ed i n the DEAL Applications 7(1):33-43.
project –whi ch ai msat the development ofan Gibson,B.J. ,S.M .Rutner,et al.(2002).Shipper-carrier
partnership issues, rankings and satisfaction.
agent-based software system for road-di stribution International Journal of Physical Distribution and
planning.In such a system we represent the involved Logistics Management 32(8):669-681.
logisti
cal partiesasagentsoperati ng within a multi- Graham,T.S. ,dougherty,P.J. ,& Dudley,W .N.(1994)
agent system.In orderto gi ve the agentsthe proper The long term strategi c i mpact of purchasing
decision objecti ves, insight in logisti
cal KPIs i s partnerships.International Journal of Purchasing and
needed. Fi nally, we are currently developi ng a Materials Management,32(4):797-805.
formal language for expressi ng the relationshi ps Gunasekaran, A. , Patel, C. and Tirtiroglu, E. (2001).
between the i ndi cators and reasoning about these, Performance measuresand metricsin a supply chain
drawi ng inspiration from the field ofrequi rements environment.International Journal of Operations &
engineering. Production Management 21(1/2):71-87.
Hammer, M . (2001). The supereffi cient company.
Harvard Business Review 79(8):82.
Ittner,C.D. ,& Larcker,D.F.(2003)ComingUpShort on
ACKNOWLEDGEMENTS Nonfinanci al Performance M easurement. Harvard
Business Review,81(11):88-96.
Thiswork ispart ofDEAL (Di stri
buted Engine for Kaplan,R.S. ,& Norton,D.P.(1992).The Balanced
Advanced Logi sti
cs) supported as project Scorecard - M easures that Drive Performance.
EETK01141 underthe Dutch EET programme.For Harvard Business Review 75(2):70-79.
thi
s parti
cular paper we are very grateful for the Kemppainen, K. and A. P. J. Vepsaelaeinen (2003).
contri
buti
ons of Jos van Hi llegersberg, Peet van Trends in industrial supply chains and networks.
Tooren,Jan Treur,Steefvan de Velde,and Pi nar International Journal of Physical Distribution and
Yolum. Logistics Management 33(8):701-719.
Knemeyer,A.M . ,Corsi,T.M . ,& M urphy,P.R.(2003).
Logistics outsourcing relati onshi ps: Customer
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