Dyadic integration of the performance management process: A delivery service case study
Journal article, 2007

Purpose – The purpose of this paper is to explore how to integrate the performance management (PM) process of delivery service in customer/supplier dyads. Design/methodology/approach – The paper is based on a multiple case study of six customer/supplier dyads of manufacturing companies. Findings – The analysis focuses on describing and comparing the activities of the PM process. Most activities show low levels of integration in the dyads studied. Defining metrics and target setting are considered most important to integrate. Lack of common metrics definitions and ERP deficiencies were important obstacles for integration. Research issues related to four areas of supply chain PM are discussed. Research limitations/implications – The study ends with a number of suggestions for further research on the PM process in supply chains. Proceeding into these studies is necessary for increasing knowledge about PM. Practical implications – The paper reveals practical problems and outlines practical issues in integrating and handling the PM process in dyads, especially when measuring delivery service using the on-time delivery metric. It also presents a model for describing and integrating the PM process and its activities. Originality/value – Practical implications and generation of multiple issues for further research applying a dyadic approach in supply chain PM, a research approach that is quite uncommon.

Customer service management

Delivery lead time

Performance management

Supply chain management


Helena Forslund

Patrik Jonsson

Chalmers, Technology Management and Economics, Logistics & Transportation

International Journal of Physical Distribution and Logistics Management

Vol. 37 7 546-567

Subject Categories

Production Engineering, Human Work Science and Ergonomics

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