Measuring Transport Performance: A Case Study in an Agrifood Retail Company

Road freight transport plays a key role in the economy and its optimisation becomes a priority. Preceding efficiency improvements, a first stage of performance measurement based on Key Performance Indicators (KPIs) seems necessary. A case study was carried out in an agrifood retail company using the Action Research methodology. The firm worked with transport KPIs not reflecting reality. Therefore, the aim of the study is to define a set of KPIs based on available information and experts’ opinions. Indicators were established in 5 key areas: schedules, temperatures, complaints, occupancy and productivity. A dynamic dashboard is proposed with different visualisations depending on the audience. Staff were trained and involved in the process while a follow-up procedure was applied based on regular multidepartmental meetings. This publication suggests a guide for the implementation of a performance measurement system, identifying weak points and providing best practices and recommendations for successful replication. In addition, the case study demonstrates how a correct KPIs selection and management could enhance effective decision-making and emerge continuous improvement.