Publication: A SCOR-based performance evaluation framework for last-mile delivery of DIY home furniture products
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Issued Date
2021-01-01
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ISSN
17427975
17427967
17427967
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2-s2.0-85102181330
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Mahidol University
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SCOPUS
Bibliographic Citation
International Journal of Logistics Systems and Management. Vol.38, No.3 (2021), 277-306
Suggested Citation
Suratin Tunyaplin, Wirachchaya Chanpuypetch A SCOR-based performance evaluation framework for last-mile delivery of DIY home furniture products. International Journal of Logistics Systems and Management. Vol.38, No.3 (2021), 277-306. doi:10.1504/IJLSM.2021.113471 Retrieved from: https://repository.li.mahidol.ac.th/handle/123456789/76479
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Title
A SCOR-based performance evaluation framework for last-mile delivery of DIY home furniture products
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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.