Logistics performance measurement and customer success

Performance measurement is critical to the success of almost any organization because it creates understanding, molds behavior, and leads to competitive results. World-class firms recognize the central role measurement plays in their success and are therefore compulsive about their performance measurement efforts. This research presents findings from a longitudinal empirical study of logistics performance measurement practice, in addition to the survey results, findings from over 100 interviews with lending companies worldwide are discussed. The bottom line is that world-class performance requires superior process measurement both within the firm and across organizational boundaries. (C) 1998 Elsevier Science Inc.