Development of a performance measurement system for a home furniture delivery and assembly logistics provider in Thailand

Abstract

Copyright © 2019 Inderscience Enterprises Ltd. The global furniture retail brand, IKEA, has an extraordinary characteristic. Their customers can tailor the product’s components for assembly. A last-mile delivery provider must be capable of providing both home delivery and assembly services. Their operational performance is often less efficient. Therefore, this article aims to develop a performance measurement system (PMS) for last-mile home furniture delivery and assembly services. The PMS was developed based on the case study of a provider that has been outsourced by the IKEA branch in Thailand. All related performance metrics were derived through the SCOR model. The key metrics were identified relying on the real operational data of the case and then prioritised using the analytic hierarchy process. The developed PMS was applied to measure the last-mile service provider’s performance of the IKEA branch in Thailand. It benefits a provider for monitoring and controlling the quality of service to gain customer satisfaction.