Performance Measurement Design for a Parcel Delivery Company

• Main Authors: CHOY, Junyu, MA, Nang Laik, KOO, Ping Shung
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2013
• Subjects: Analytics; SERVQUAL; Performance Management; Parcel; Logistics; Computer Sciences; Management Information Systems
• Online Access: https://ink.library.smu.edu.sg/sis_research/2040; https://ink.library.smu.edu.sg/context/sis_research/article/3039/viewcontent/WCE2013_pp1565_1570.pdf
• Institution: Singapore Management University

There were extensive researches on the topic of performance management in various organizations across multiple fields. Literature on performance measurements in logistics can be divided into specific measures and their application in the context or complete framework for performance measurements. In this paper, the focus of the discussion will be the formulation of the framework which handles performance measurements for package delivery service and how the metrics measure the performance and their application in the context of package delivery service.