Course: International Logistics: A Beginner’s Guide to Logistics Management

The balanced scorecard (BSC) is a tool to measure organisational performance that goes beyond financial aspects. The tool has attracted much interest in recent years (Christopher 2016: 265), and is …

In this section of the course, we examine ways of measuring logistics performance – starting with defining quantitative measurements. For the measurement of any system/subsystem, there are usually three steps …

The supplier’s perspective of the lead time is the cash to cash cycle, ie how long it takes to convert an order to cash. In other words, it’s the pipeline …

The customer’s perspective – which is the order to delivery cycle – is divided into sub-stages. These sub-stages are commercial, materials, assembly, distribution and installation lead times, as represented in …

At this point in the week, we explore the issue of lead time. Lead time can be defined as the elapsed time from order to delivery. It’s a crucial competitive …

Building on the previous step, we now focus on the concept of customer service, which is essential for customer retention and achieving competitive advantage. Customer service is the interaction of …

In the last step, we covered the eight dimensions of product quality – but there’s also a service quality aspect, which we’ll explore in this step. Parasuraman, Zeithamel and Berry …