Title: Use of quality management tools to analyse delivery exceptions in the motor carrier industry: a case study

Authors: Ike C. Ehie; Debra L. Gilliland

Addresses: College of Business Administration, Kansas State University, Manhattan, Kansas, 66503, USA ' Overnight Transportation Company, 118 Harlene Street, Sikeston, Missouri 63801, USA

Abstract: The study adopts quality management tools to analyse data obtained from the operations of a motor carrier on delivery exceptions. Delivery exceptions are defined as damages, shortages, and overages that results due to a delivery attempt. An exception occurs when a package or shipment encounters an unforeseen event, which could result in a negative effect on the delivery performance. Examples of exception include address unknown, damage to shipment, or signature not received. The ability of a motor carrier to deliver products to the customer with little or no exceptions can be a key selection criterion for shippers in choosing motor carriers. Using an actual case study scenario, we identify root causes of delivery exceptions using quality management tools and classify the exceptions in one of six categories. Major causes of the exceptions are identified and categorised and recommendations on how to mitigate these exceptions are proposed.

Keywords: delivery exceptions; motor carrier industry; quality management; third-party logistics; TPL; case study; address unknown; shipment damage; signature unreceived; product delivery; motor carriers; supply chain management; SCM; transport costs.

DOI: 10.1504/IJPQM.2016.078006

International Journal of Productivity and Quality Management, 2016 Vol.19 No.1, pp.1 - 20

Received: 24 May 2014
Accepted: 29 Nov 2014
Published online: 31 Jul 2016 *

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