The existence of logistics quality deficiencies and the impact of information quality in the dyadic order fulfillment process

• Measuring logistics quality is related to meeting customer expectations and needs, regardless of what those may be. Both over- and under-performance of logistics quality were found in previous studies. Diverging perceptions of logistics performance between customer and supplier were also fo.und in previous studies. The importance of defining relevant performance metrics was found in performance management theory, where defining is the basis for measurement, analysis and improvement. From quality management theory the idea of working With quality deficiencies was borrowed. Quality deficiencies are a metric supporting a performance management approach. A possible explaining variable for logistics quality deficiencies to study was information quality of order information. The overall research question of this study was "How can logistics quality deficiencies be used as a basis of performance management in the dyadic order fulfillment process and how is information quality related to logistics quality deficiencies? With a positivistic, hypothetic/deductive and quantitative approach the research question was addressed. Survey was chosen as the data generating method. The population to address was the dyadic order fulfillment process between Swedish manufacturing companies with over 100 employees in four industries represented by purchasing managers, and their most important Swedish supplier, represented by the purchasing manager's contact person. 136 dyads were captured which corresponded to a response rate of 36%.Four types of logistics quality deficiencies (LQDs) were found. External performance LQDs were found on all nine studied dimensions (promised lead time, on-time delivery, rush orders when needed, promised inventory availability, undamaged deliveries, accurate orders, accurate invoices, availability of delay information and convenient order placement procedures) of logistics quality. Inter-organizational interpretation LQDs were found to exist on six out of nine dimensions. This gap was however positive in suppliers over-target customers' expected logistics quality. Internal performance LQDs were found on all nine dimensions. Inter-organizational perception LQDs were found on all nine dimensions. Suppliers rate their performance higher than customers do. Information quality in the dyadic order fulfillment process was assessed for order and forecast information. Information quality deficiencies (IQDs) were found for both order and forecast information. Inter-organizational perception IQDs were found. The impact of information quality on internal performance LQDs was also studied. Some impact of information quality on internal performance LQDs was altogether found.The dyadic research perspective applied is a valuable expansion of the commonly used logistics methodology. To logistics performance measurement theory, a new approach for process-based logistics performance measurement was shown. The study has stressed the importance of collaborative definition of relevant performance metrics in the dyad, as a basis for performance management. Together with scales for measuring deficiency types, descriptive contributions were made. By studying the impact of information quality, also explanative contribution was given. Quality management theory was expanded by showing a new application for quality deficiencies. Practical contribution is a new awareness of the mechanisms in the order fulfillment process, together with an understanding of the state of communication in important dyads. This could be the foundation for practical logistics performance measurement applications were better metrics could avoid diverging perceptions and better synchronize measurement systems and targets.

Ämnesord

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business (hsv//eng)

Nyckelord

logistics quality

quality deficiencies

performance management

order fulfillment process

information quality

logistik

kvalitetskontroll

SOCIAL SCIENCES

SAMHÄLLSVETENSKAP

Logistics

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