Title: A SCOR-based performance evaluation framework for last-mile delivery of DIY home furniture products

Authors: Suratin Tunyaplin; Wirachchaya Chanpuypetch

Addresses: Department of Industrial Engineering, Faculty of Engineering, Mahidol University, 25/25 Phuttamonthon 4 Rd., Phuttamonthon, Salaya, Nakhon Pathom, 73170, Thailand ' College of Maritime Studies and Management, Chiang Mai University, 119/76 Moo 1, Ekkachai Rd., Tha Chin, Muang, Samut Sakhon, 74000, Thailand

Abstract: For a retail supply chain of DIY home furniture products, last-mile providers must be capable of providing multiple-piece shipment and complex assembly, as well as installation services. Most suffer from their operational performance management. Therefore, this article aims to propose a performance evaluation framework for last-mile delivery of home furniture products. It was developed through the case of a multinational home delivery and assembly service company based on the SCOR model. In the real-world situation of this context, the 13 measurable metrics can be determined as key performance indicators (KPIs). These KPIs were also prioritised using the analytic hierarchy process. Finally, the framework was applied to measure the performance of the two branches of the MNC in Thailand and Indonesia. The company can monitor the quality of service in different environments to gain customer satisfaction and maintain a good reputation with business partners.

Keywords: performance measurement; last-mile delivery; supply chain operations reference; SCOR; home furniture delivery; assembly services; analytic hierarchy process; AHP.

DOI: 10.1504/IJLSM.2021.113471

International Journal of Logistics Systems and Management, 2021 Vol.38 No.3, pp.277 - 306

Received: 13 Jan 2019
Accepted: 04 Jun 2019
Published online: 05 Mar 2021 *

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