Abstract
Performance Measurement plays a key role in business practices. Indeed, it is a process that enables decisions making as it is allows to quantify the efficiency and effectiveness of past actions through the acquisition, collection, selection, analysis and interpretation of data. Therefore, the definition of an effective and comprehensive system of performance measurement is one of the key priorities on the agenda of top managers of companies. The objective of the project is to propose a model for measuring the operational performance in the logistics sector. The system to be measured is represented by the transport systems for Primary and Secondary Distribution, seen as macro-business processes, according to UNI 11155:2005 norm. Through an extensive literature analysis we identified the main scientific contributions on performance measurement for the investigated system. Moving from the characterising elements of the most significant reviewed models, we propose an innovative performance measurement approach, built by integrating the selected contributions from the literature and by combining the critical success factors related to productivity of the system, the use of resources and the level of service and cost efficiency. The purpose of the model, developed for the Primary Distribution segment (Full Truck Load) is the definition of an index of the overall business performance for the macro-process under consideration, indicated as Overall Transportation Performance (OTP). By applying the model to a real case and through a sensitivity analysis, at the level of elementary variables, we validate the proposed approach.