การวัดสมรรถนะที่มุ่งเน้นลูกค้าสำหรับการให้บริการขนส่งสินค้าแบบไมล์สุดท้ายของผลิตภัณฑ์เฟอร์นิเจอร์ค้าปลีก: กรณีศึกษาบริษัทข้ามชาติในประเทศไทย

Abstract

Home furniture products' last-mile delivery and assembly (LMDA) services start with deliveries of the products from the store retailer to the customer's home and installation according to the customer's request. It differs from parcel products such as large size, disassembled, heavyweight, etc., so LMDA service is more complex and time-operating than parcel delivery service. The researcher expanded the study to identify and prioritize customer-focused key performance indicators (KPIs) of LMDA for home furniture products. First, customer-focused performance measures were obtained from a literature review and derived from the Supply Chain Operations Reference (SCOR) model regarding reliability (RL) and responsiveness (RS). Next, the weights KPIs were evaluated by their customers and respondents with sufficient experience in LMDA service through the pairwise comparison method with the AHP technique. The top three KPIs were found to be 'D1 order delivery in full to the right place', 'A1 perfect assembly and installation order, and 'D3 damage-free delivery order' respectively. Then, study problems affecting three KPIs with a fishbone diagram and root cause analysis. Finally, the problems' causes were risk evaluated by entrepreneur LMDA service for the home furniture process with the FMEA technique. The RPN value obtained from the evaluation is a criterion indicating the level of corrective action in the process for last-mile delivery of retail furniture products. A case study MNC in Thailand.