Importancia de los KPI en la Logística y su impacto en el servicio al cliente

Abstract

Currently, there is a need to control logistics management in organizations, using tools to measure and evaluate their achievements or point out flaws so that the necessary corrective measures can be applied, “what cannot be measured cannot be controlled and what that cannot be controlled cannot be managed”. Therefore, it is fundamental to understand what logistic indicators known as KPIs are and how do they work. Thomson (1896). To achieve this control, it is necessary to have certain characteristics in mind at the time of the KPIs planning and execution; relate to the organization’s mission, vision, and corporate strategy; focus on the method to achieve results and not so much on the results themselves; be meaningful and focused on the action, in such a way that the workers can improve the result of the indicators through their work.; be coherent and comparable. In this opportunity, a review is made of the logistic KPIs, specifically transport and distribution, storage, and customer service, evaluating whether there is an adequate balance between service and cost.