TY - GEN
T1 - A Diagnostic Model for Determining the Reasons Causing Low Quality Logistics Services in SME Logistics Operators
AU - Vega-Barros, Edgardo
AU - Palomino-Ruiz, Pamela
AU - Leon-Chavarri, Claudia
AU - Bermudez-Sanabria, Pedro
N1 - Publisher Copyright:
© 2021, The Author(s), under exclusive license to Springer Nature Switzerland AG.
PY - 2021
Y1 - 2021
N2 - The outsourcing of logistics services has become an increasingly relevant practice for trading companies as it significantly improves their costs and productivity. However, service providers often fail to maintain standards that may guarantee adequate customer satisfaction levels. This is reflected in the logistics service quality issues faced by many Latin–American medium-sized logistics service providers. Within this context, the present research study aims to find a model that can diagnose the causes of these service quality issues in a timely manner. The proposed model uses operational mapping tools, simple information gathering, correlations, and control charts. In fact, the authors’ motivation for this study lies in conducting more complete assessments and reducing undiagnosed spaces along with increasing knowledge in the use of diagnostic tools as a whole within the logistics services sector.
AB - The outsourcing of logistics services has become an increasingly relevant practice for trading companies as it significantly improves their costs and productivity. However, service providers often fail to maintain standards that may guarantee adequate customer satisfaction levels. This is reflected in the logistics service quality issues faced by many Latin–American medium-sized logistics service providers. Within this context, the present research study aims to find a model that can diagnose the causes of these service quality issues in a timely manner. The proposed model uses operational mapping tools, simple information gathering, correlations, and control charts. In fact, the authors’ motivation for this study lies in conducting more complete assessments and reducing undiagnosed spaces along with increasing knowledge in the use of diagnostic tools as a whole within the logistics services sector.
KW - 3PL industry
KW - Logistics problem diagnosis
KW - Warehouse operations
UR - https://www.scopus.com/pages/publications/85111361909
U2 - 10.1007/978-3-030-75680-2_45
DO - 10.1007/978-3-030-75680-2_45
M3 - Contribución a la conferencia
AN - SCOPUS:85111361909
SN - 9783030756796
T3 - Smart Innovation, Systems and Technologies
SP - 404
EP - 411
BT - Proceedings of the 6th Brazilian Technology Symposium, BTSym 2020 - Emerging Trends and Challenges in Technology
A2 - Iano, Yuzo
A2 - Saotome, Osamu
A2 - Kemper, Guillermo
A2 - Mendes de Seixas, Ana Claudia
A2 - Gomes de Oliveira, Gabriel
PB - Springer Science and Business Media Deutschland GmbH
T2 - 6th Brazilian Technology Symposium, BTSym 2020
Y2 - 26 October 2020 through 28 October 2020
ER -