PERFORMANCE INDICATORS IN LOGISTICS SERVICE PROVISION AND WAREHOUSE MANAGEMENT - A LITERATURE REVIEW AND FRAMEWORK

With the ever increasing focus on cost reduction, product leadership and customer intimacy, the need for Supply Chain Management practices rises across many industries. Over the last two decades Logistics Service Providers have become important players in many chains and industries. New challenges arise due to the emergence of technologies. Data and information can be found anywhere, however, to make the proper decisions we need to have an insight in how decisions should be made, and what is important for the company and what not. In order to do so we sollicited the Key Performance Indicator (KPI) literature -focussing on the areas of general management, supply chain management, logistics service provision and warehousing. In our earlier work we proposed a KPI framework that we here revisit and validate in the Warehousing domain - through the means of expert interviews.