An international parcel service provider asked Miebach Consulting to implement a KPI system to improve the performance of logistics operations and to enhance customer satisfaction. The target was to be able respond to different feedback from customers, operations and management board. A set of KPIs was developed and harmonized regarding productivity, e.g. picking performance, and quality, e.g. delivery as promised. Different stakeholders from sales and management were involved and convinced.
Develop a KPI system for customer, operations and management perspectives
Implement a pilot project to identify possible improvements
Devise measures to support employee acceptance of new KPI system
Increased productivity by 10% through internal benchmarking of operating sites
High customer satisfaction through consistent and transparent KPI reporting
Implemented KPI system set as best practice for other sites