PERFORMANCE MEASUREMENT AND CONTROL IN

LOGISTICS SERVICE PROVIDING

Elfriede Krauth, Hans Moonen*
Rotterdam School of Management,Department of Decision and Information Sciences
ErasmusUniversityRotterdam,Burg.Oudlaan 50,P.
O.
Box1738,3000DR,Rotterdam,The Netherlands
E-mail:ekrauth@ rsm.
nl,hmoonen@ rsm.
nl
Authorsranked in alphabetical order.*= Corresponding author (Room F1-26,Telephone:+31104081403,Fax:+3110
4089010)

Viara Popova, Martijn Schut

Department of Computer Science,Facultyof Sciences
Vrije Universiteit Amsterdam,De Boelelaan 1081a,1081HV,Amsterdam,The Netherlands
E-mail:popova@ few.
vu.
nl,schut@ cs.
vu.
nl

Keywords:

KeyPerformance Indicators (KPI), PlanningSystems, Logistics Service Providers, System Development

Abstract:

Output of a planning process is a set of assigned individual tasks to resources at a certain point in time.
Initially a manual job, however, in the past decades information systems have largely overtaken this role,
especially in industries such as (road-)logistics.This paper focuses on the performance parameters and
objectives that playa role in the planningprocess.In order to gain insight in the factors which playa role in
designing new software systems for Logistical Service Providers (LSPs).Therefore we study the area of
KeyPerformance Indicators (KPI).Typically, KPIs are used in a post-ante context:to evaluate a companys
past performance.W e reason that KPIs should be utilized in the planning phase as well;thus ex-ante.
The paper describes the extended literature survey that we performed, and introduces a novel framework
that captures the dynamics of competingKPIs, bypositioningthem in the practical context of an LSP.This
framework could be valuable input in the design of a future generation of information systems, capable of
incorporatingthe business dynamics of todays LSPs.

1 INTRODUCTION
Planningis the process of assigning individual tasks
to resources at a certain point in time.Originally,
planning was a manual task, performed by a human
planner.Over the last decades information systems
have increasingly taken over this role in industries
such as road-logistics; in practice however the
human planner has still a considerable role.In order
to make the transition from planning input to
planning output, a planning system manual or
computerized must employ the proper objectives
to derive to an optimal planning.To gain insight in
this area, we consider the Key Performance
Indicators (KPI)literature.KPIs are typicallyused in
a post-ante context:to evaluate the past performance
of a company.W e reason that KPIs could be utilized
in the planningphase as well;ex-ante.
The research question we pursue with this paper
is:Whi
ch are the performance i
ndi
catorsthat have

an i
mpact on operati
onal performance of logi
sti
cs
servi
ce provi
ders?W e brieflydescribe the Logistics
Service Providers (LSP) industry and shortly
introduce the KPI field (section 2). Then, we
undertake a literature review in the areas of supply
chain management and LSPs (section 3).Building
upon, we compose a framework for logistical KPIs,
considering a multi-dimensional and multiple
stakeholder perspective (section 4).Section 5covers
validation. Future research directions and
conclusions are discussed in section 6.

2 LOGISTICS SERVICE
PROVIDERS AND KPIS
The increasing focus on core competencies opened
upmanybusiness opportunities for Logistics Service
Providers (LSPs)(Christopher, 1998).LSPs, often

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also referred to as Third Party Logistics Service

Providers (3PLs), carry out the logistic activities for
one or more companies within the supply chain;
functioning as anintermediary (Lai et al.
, 2004).The
functions of 3PLs or LSPs can be divided in:
warehousing, transportation, customer service, and
inventory and logistics management (Sink et al.
,
1996), (Vaidyanathan, 2005).
Logistics service providing is an industry under
great pressure. M argins are small, and therefore
LSPs continuously seek for opportunities to make
their business more profitable. That can be, for
example, by scaling up or expanding their activities
outside their home country (Lemoine et al.2003).
Planning and control is crucial for the operations
of anLSP:both for the day-to-day operations as well
as the more long-term strategic obj
ectives.A good
insight in performance information and therewith
steering mechanisms for planning is important.
Historically, companies concentrated on financial
indicators.Nowadays it is widely recognized that
non-financial and evennon-numerical indicators can
give valuable information as well (Brewer et al,
2000, Ittner et al., 2003).Such indicators though are
more difficult to measure and compare.
Selecting the right indicators for measuring (and
steering!)however is rather complicated.A full set
of indicators could result in a huge amount of data
which would require a lot of efforts and high costs
both in acquiring and analyzing.Another difficulty
is that it is not uncommon that the selected
indicators turnout to be conflicting improving one
may worsenanother.
Performance indicators are to a large extent
domainspecific.Our research focuses onthe area of
third-party logistics.But evenhere no unique subset
of indicators canbe selected.The choice is company
specific and depends on the goals, state and
orientation of the company. Therefore it is
worthwhile to first concentrate efforts on providing
aid in the selection process.The existing literature
onperformance measurement in logistics provides a
large number of potentially useful indicators.

3 LITERATURE REVIEW
KPIs are used to evaluate the past performance of a
company: making it possible to compare
performance with previous periods of measurement,
or industry standards or evenindividual competitors.
Consequently, any logistical system should try to
optimize and steer its decisions to the metrics it later
shall be evaluated upon.A clear insight into the
factors that drive logistical operations provides us
with adequate planning objectives.

240

In this paper, we review the different theories

and empirical findings known in literature on KPIs
in(road-)logistics.W e specifically include elements
such as the multi-dimensionality of companies
(several hierarchical planning levels as well as
relevant business functions per company), general
business performance versus individual order
performance, and the principles of supply chain
management (steering a chain of companies versus
solely steering ones own company).Note that the
perceptionof performance is relative:cost efficiency
may be one of the important measures for an LSP,
still this might not be what the shippers and
consignees desire they would instead prefer high
quality and low price (Lai et al.
, 2004).
In the literature we identified two major
perspectives.First, there is a clear split between
performance indicator related research that focuses
on internal operations of an individual firm, versus
literature that takes the supply chainperspective and
seeks to optimize inter-organizational performance.
For one exception we refer the reader to Gibson et
al. (2002), which compared how shippers and
carriers rank service.The second perspective relates
to the use of performance indicators;in general the
indicators are used either at the strategic level, for
performance evaluation, or at the highly operational
level, for planning and control.In the next sections
we review the different sources of literature.

3.
1 Suppl
ychai
nperformance
LSPs are specialists in supply chain management,
and are generally well aligned with the type of
supply chainthey serve.Fisher (1997)makes a split
between efficient and responsive supply chains.
Christopher et al. (2002)make a similar distinction
into lean and agile. W eber (2002) is using a
hierarchical model to measure supply chain agility.
The Supply-Chain Operations Reference-model
(SCOR)offers a model with standards to describe
supply chains (SCOR, 2003).M easurements which
can be used to measure efficiency or leanness of
LSPs include fill rate of delivery plans, empty-toloaded backhaul mile index, equipment utilization
rates (hours), equipment utilization rates, vehicle
maintenance
costs. M etrics
to
measure
responsiveness or agility include export shipment
processing time, delivery performance to customer
requested date, customs clearance time.
A strong partnership emphasizes direct, longterm collaboration, encouraging mutual planning
and problem solving efforts.
Another important point is the use of information
systems (Sander, et al. 2002);as well as the type of
systems.Informationsystems support the integration

PERFORMANCE MEASUREMENT AND CONTROL IN LOGISTICS SERVICE PROVIDING

of inter-organizational processes (Hammer, 2001).

For an LSP information systems revolve aroundfour
major players:the LSPs customer, the customers
clients, the customers suppliers and alliances, and
the LSP provider itself (Vaidyanathan, 2005). Ross
(2002) shows that IT investment can have a positive
impact on market performance as a result of better
coordination in the value chain. However, putting
sucha highlevel of collaboration into practice is not
easy. Both information quality and relationship
commitment play an important role (M oberg et al,
2002). As Kemppainen et al. (2003) suggest;it is
neither feasible nor profitable to have strong
collaboration with all supply chain partners. LSPs
should select key customers and focus on these
relationships. This then might result in different
types of inter-organisational systems: hierarchies
and/
or markets (Graham et al., 1994), (Toni et al,
1994), (Lewis et al, 2000).

3.2 Performance managementfrom

an internal company perspective
W hereas supply chain performance evaluation can
take many identities as has been shown above,
researchers agree on internal measurement, cost
calculation and performance evaluation methods.
Company-centredperformance management focuses
on the measurement and evaluation of decision
making on companyperformance.
In the 1990s Van Donselaar et al. (1998)
performed a large-scale study in the transportation
and distribution sector in the Netherlands. They
focused on logistics performance from the
providers point of view where they make a
division between distribution and transportation.
Their findings include the attractiveness of long trips
for long-distance transportation (which might be
influenced in the order-intake process). Furthermore
they show that a lower percentage of empty miles
(of total miles driven) leads to better results. Finally,
combining (international) shipments might be
beneficial, thoughit consumes more handling time.
UPSexecutive Peter Bromley(2001) lists the big
five KPIs important for UPS Logistics: on-time
receiving, on-time shipping and delivery, order
accuracy, inventory accuracy, returns cycle time.
Although low costs are important for UPS, the
perfect customer experience (through a perfect
service) seems to direct its business processes;for
other LSPs this maybe different.
Similar findings were reported by M enon et al
(1998) who list the most important factors relevant
for customers in their selection of an LSP. M ost
important are:speedandreliability, loss anddamage
rate andfreight rates (tariffs).

Delivery performance can be measured by ontime delivery. This determines whether a perfect
delivery has taken place or not, it thus measures
customer service. Stewart (1995) identifies the
following as the measures of delivery performance:
delivery-to-request rate, delivery-to-commit date,
order fill lead-time andgoods in transit. Qualityand
the way the information is exchanged determine the
delivery performance to a large extent; possible
performance indicators are: number of faultless
invoices, flexibility of delivery systems to meet
particular customer needs. M easures of customer
service and satisfaction are flexibility, customer
query time, and post transaction measures of
customer service. See (Fowkes et al. 2004) for a
discussion on the reasons for delay and how
reliabilityandpredictabilityis valuedin industry.
M entzer et al. (1991) study performance
evaluation in logistics. They identify a list of
performance measures in five sub-areas of logistics.
They differentiate between: labour measures
(loading, driving, general labour), cost measures,
equipment measures, energy and transit-time
measures.
Closely related to performance management, are
modern accounting methods, suchas ActivityBased
Costing (ABC) (Pirttila et al., 1995;Themido et al.,
2001). ABC differs from traditional cost accounting
by tracing costs to products according to the
activities performed on them. ABC has gained
acceptance within manufacturing; however, most
companies have not yet extended ABC to logistics
operations. In theory, the application of ABC within
an LSP would make it possible to trace costs to
specific orders, customers, or supplychannels.

3.3 Planninglevels
A company is usually divided into the levels
strategic, tactical andoperational. Gunasekaran et al.
(2001) assigned metrics to the appropriate
management level. Van Donselaar et al. (1998)
distinguish between segments, which are marked by
the different services that are offered to customers.
The relevant costs on segment level were variable
costs (fuel, tyres, maintenance, etc.), direct costs
(depreciation, insurance, leasing, etc.) and driver
wages.
Lohman et al. (2004) perceive performance
measurement systems as process control systems. If
there is discrepancy between the actual and desired
value of a metric, knowledge about the behaviour of
the organization is used to modify the process. At
the tactical or strategic level the control loop is used
to evaluate the operational level andadj
ust its goals.

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3.4 Measuring the un-measurable

It is compelling to note that most literature focuses
on numerical factors such as:cost, time, faults, IT
utilization. Environmental factors, customer
perceptions, employee happiness, et cetera are
hardly covered in logistical performance indicator
literature.An exception is the balanced scorecard
which provides a formalizedmechanism to achieve a
balance between non-financial and financial results
across short-term and long-term horizons and is
based on the notion that companies have to aim at a
true integration of marketing, production,
purchasing, sales andlogistics (Brewer et al.
, 2000).
The balanced scorecard distinguishes four main
perspectives (Kaplan et al., 1992): customer,
internal, financial, innovation and learning. The
managers need to create their own version of the
balanced scorecard and concentrate on the most
critical measures.
Knemeyer, et al. (2003)studythe perspective of
a customer.If the customer perceives that the LSP
focuses on the interaction between the companies
and is concerned with winning and keeping the
customer, the relationship can be strengthened.
Stank et al. (2003) examine how relational,
operational and cost performance relate to customer
satisfaction, loyaltyandmarket share.
The internal business perspective translates the
customer perspective into what the company must
do in order to meet its customers expectations.But
the targets for success keep changing; and thus
innovation is needed. For LSPs innovations can
include additional activities, regions, transport
modes and communication systems e.
g.RFID or
W ebServices (Chapman et al., 2003, Lemoine et al.,
2003). Financial indicators measure if the
companys strategy, implementation and execution
contribute to bottom-line improvement.

4 OUR FRAMEWORK
The literature overview presented in the previous
section supports the view that a new framework for
performance indicators can be beneficial in the area
of third party logistics.W e consider different points
of view (both internal and external) on the
companys performance. Figure 1 presents the
general scheme of our framework.On the horizontal
axis we separate the different viewpoints
corresponding to the parties involved.The internal
point of view is represented by the two parties
within the company management and employees.
The external point of view shows the perspective of
the customer andthe society.

242

The motivation for including four different

points of view comes from the fact that in many
cases they will be conflicting and, in order to
achieve a balance, the management shouldbe aware
of the needs and desires of all parties involved.
Consider for example the prices for the logistics
services the company offers.Increasing the price
will bring more profit which is desirable for the
company. The customer, however, prefers low
prices.The society on the other hand is clearly not
so concerned with prices alone but more with the
economic climate as a whole, e.
g.how to increase
the competition, fight monopolies, etc.Employees
are in general not so concerned with the prices but
with their work conditions.Another example would
be labour efficiency.M anagement is interested in
maximum utilization of labour which, without
applying restrictions, will lead to overexploitation.
This naturally comes in conflict with the point of
view of the employees. The society might be
concerned with cases of overexploitation on a large
scale that leads to drastic increases in accidents,
strikes disrupting traffic or health insurance issues.
The vertical axis in Figure 1 divides the
performance indicators in long-term and short-term.
This distinction has been previously used in other
research (e.
g. Gunasekaran et al, 2001) and is
accepted as a meaningful division that the decision
makers find applicable.Short term indicators can
be measured for example within the period of a
month.The final choice of short term indicators
depends
on
organizational
strategy and
measurements costs.For instance, an organization
aiming at maximizing its total number of driven
kilometers wouldwant to report this on a dailybasis.
Progress in information and communication
technology might lower costs for more granular
measurements.Long term performance indicators
are measuredover longer periods of time.
The classification discussed so far is very
general.It incorporates all relevant points of view
but does not provide structure within these
viewpoints.Thus we extend it in this direction.An
extra extension has been added for the management
point of view, the KPI scheme has been further split
in four categories;see the lower part of Figure 1.
The reason for onlyenriching the management point
of view is that we expect it to accumulate a richer
collection of indicators where further refinement
will be necessary. W e differentiate between the
following four categories:
Effectiveness Effectiveness measures the
capability of producing an intended result.It thus
concerns the outside of the organization what
results does the organization achieve?
Efficiency Efficiency is the measurement for
producing results taking into account usedresources.

PERFORMANCE MEASUREMENT AND CONTROL IN LOGISTICS SERVICE PROVIDING

It thus refers to the inside of the organization

how does the organization achieve its results? W e
may also say that efficiency measures the ratio
between input and output.
Satisfaction Satisfaction represents the human
factor in our model. All organizational achievements
may be optimal regarding effectiveness and
efficiency, the people in the organization should still
be able to do their work to some degree of
satisfaction. In this way, it makes the performance
optimization problem of the organization more
constrained.
IT and innovation An organization must also
be concerned with its future performance. As such,
innovation and IT utilization are indispensable
factors for measuring long term performance. An
organization that is working optimal now may not be
the best tomorrow if it does not take its own
circumstances into reconsideration constantly.
W e applied this framework to our extensive
collection of performance indicators;for results see
Table 1.

5 FRAMEWORK EVALUATION
W e present here preliminary validation results
although validation is at the time of writing not yet
completed. W e conducted an expert interview to
cross-validate our model with feedback from

industry. W e plan to conduct field studies with two

LSPs (i.e. with management and planners). After
finishing our evaluation, we intend to use the
framework and its indicators in the development of a
new agent-based software system for road-logistics
planning.

5.1 Expert interview

The interviewee prepared for the interview by
reading a draft version of this article, i.e. the
literature review, and the definition part of the
framework. The semi-structured interview lasted for
one-and-a-half hours. The interviewer started with a
short introduction. He explained in ten minutes what
the purpose was of this interview, what has been
done so far, and what future plans were.
Furthermore he made clear why especially this
interviewee was selected. Over the next seventy-five
minutes, the interviewee gave his vision on
performance measurement and performance
indicators. His thoughts were guided by twenty
years of logistical industry experience. At the end of
the interview, the interviewer used five minutes to
summarize the points discussed in the interview,
which were confirmed by the interviewee. The
results of the interview are presented below, in Table
2;it contains a summary of the most relevant aspects
discussed during the interview;before publication it
was
checked
with
the
interviewee.

Figure 1:High-level framework to cluster KPIs relevant for LSPs

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ICEIS 2005 - ARTIFICIAL INTELLIGENCE AND DECISION SUPPORT SYSTEMS

Table 1: List of clustered performance indicators for LSPs

Internal perspective - Management point of view
Effectiveness
Total number of orders
Revenue
Number of customers
Profit margins
Number of new customers
Capacityutilization
Number of regular customers
Km per day
Labour productivity
Number of profitable customers
Price
Continuous improvement,rate
Turnover per km
Product range
Number of deliveries
Plan fulfilment
Benefit per delivery
Total loadingcapacity(for trucks)
Trips per period
On-time delivery performance
Perfect order fulfilment
Efficiency
Total distribution cost
Labour utilization
Overhead percentage
Overtime hours
% Absent employees
Salariesand benefits
Controllable expenses
Non-controllable expenses
Customer service costs
Order management costs
Inventories
Number of trucksin use
Total delivery costs
Sat
isfact
ion
Attrition of drivers
M orale,motivation of personnel

ITandinnovat
ion
Information system costs
Up-to-date
performance
information availability
Utilization of IT equipment
IT trainingcosts

Average fuel use per km

Average delivery re-planningtime
M arketingcosts
Failure costs
Prevention costs
Appraisal/Inspection costs
% of failed orders
% of realized km out of planned km
Performance measurementscosts
Human resource costs
Variable asset costs
Fixed asset costs
Information system costs

Overhead/management/administrative costs
Quality of delivery documentation per truck/
driver
Effectivenessof delivery invoice methods
% orders/linesreceived withcorrect shippingdocuments
% product transferred without transaction errors
Item/Product/Grade changeover time
Order management costs
Supply chain finance costs
Total supply chain costs
Total time in repair (for trucks)
Ratio of realized ordersvs.requested orders
Average delivery planningtime

On-time delivery performance

Number of customer complains
Overall customer satisfaction

% of ordersscheduled to customer request

Overall employeessatisfaction
Overall society satisfaction

Number of new productsin the range

% of information exchange throughIT
% of employeeswithIT training
Availability of IT equipment

% of information management assetsused /production assets

% of invoice receiptsand paymentsgenerated via EDI
Average time for new productsdevelopment
Average costsfor new product development

Internal perspective Employees point of view

Km per trip
W eight to (un)load per labour hour
W orkingconditions
External perspective Customers point of view
Transparency for a customer
Transportation price
Insurance price
Possible typesof communication
Primary servicesprice
Available types of goods insurance Order
Goodssafety
size flexibility
Product variety
Timelinessof goodsdelivery
Response time
External perspective Societys point of view:
Solid particlesemission
Level of CO2emission
Taxesto the national treasury
Society satisfaction W asting
Participation in charitable actions
resources
Reputation of a company
Recyclinglevel
Employeessatisfaction
Road maintenance costs
Disaster risk
Number of available workplaces

244

Longterm plansavailability /development

M arket share width
Number of marketsthat have been penetrated
Successful contacts% of successful dealsout of the initial offers
Effectivenessof distribution planningschedule
% of ordersscheduled to customer request
% of supplier contracts negotiated meeting target terms and
conditionsfor quality,delivery,flexibility and cost
Competitive advantage

Salariesand benefits

Servicesvariety
Order configuration flexibility
Possibility to change order details
Additional servicesprice (priority transportation)
Contact points(number of people to contact)

Competition level amongsimilar companies

Care for animals/children around
Use of innovation technologies
Development of innovation technologies
Cooperation withother companies

PERFORMANCE MEASUREMENT AND CONTROL IN LOGISTICS SERVICE PROVIDING

Table 2: Expert Interview

In traditional OperationsResearch (OR),operationsare often rated and optimized upon a small set ofparametersonly
sometimesonly one single parameter.Thisresultshowever in non-optimal system behaviour.Consider the example of
empty-kilometer minimization.Thisoptimization often resultsin trucksstanding still,waiting for a next order (preferably
with a starting point equal to the place ofwaiting).Trucksdo not anticipate on the next order (in a more fruitful region).
Often waitingtime doescost money aswell the driver needsto be paid andthe truck could have been utilized for other
purposes.Reviewing single optimization parameterscan hardly be seen separate from other indicators,asthe following
indicates: Let usconsider an LSP that hasa truckdrivingaroundwithonly one small package so,it usesonly 5% ofits
carriage capacityutilizinga veryinefficient route,withlotsofdetours.It ishowever not drivingaroundemptysofrom
an empty-milesperspective thistruckoperatesveryeffective.Althoughwe dorealize that the truckcouldhave carriedmore
cargo,andthe route it tookcouldhave been more efficient.However,we donot know yet whether the customer isactually
paying for thistrip because ifso,no LSP would mind to have a truck driving around via an inefficient route,with only
little cargoaslongasthe customer ispayinga goodprice.
Not all indicatorsdohave a direct translation in costs,or financial measurements,but dotranslate in,for example,extra
appreciation from the customer.An interesting example isCehave a Netherlandsbased organization active in the agribusiness.W hen delivering feed products to farmers,farmers prefer and value it to be the first farm on the deliveryroundtrip,since with each extra visit (between Cehavesplant,and the farm)the risk on animal diseasesand infections
rises.The paradox however isthat,although farmersprefer the service ofbeing the first customer,they are not willing to
payfor thisservice.
Agility is more-and-more required for LSPs business operations.It is very important to have a flexible business
infrastructure,capable ofquickly reacting and adapting to changes in operations: new orders,re-routing ofa truck,or
handling changesin the environment (such asa traffic jam).Therefore quick react capabilities are oftrue importance;
measuringthese however isa complex matter.
Planning systems targeted at such industries could well be build by using agent technology,and dynamic systems
(control)structures;utilizing measurement and reaction mechanismsto derive to smart decisions.[W e]believe that smart
local decision making,makingthe right decisionsat the right moment andright place are likely toresult in well behaving
planningsystems.Feedbackplaysan important role in suchsystems.Performance measurement shouldnot onlylookat the
parameter assuch,but alsoat the waythose parameterschange (andbehave)over time thusbe aware ofthe first or second
derivative ofthe function aswell.
The frameworkaspresentedin thispaper isveryinteresting.It isfinallyan attempt tohave a complete scheme,looking
beyondjust financial indicators,andespeciallydedicatedfor the logistical industry.It measuresmore than solelycosts,like
it also capturesperceptions(ofmanagement,customers,employeesat different levels,et cetera).A very useful division is
the split between the strategic,tactical,andoperational time-domains.It might furthermore help in overcomingproblemsin
supply chains that want to assess chain wide performance.However,some adjustments and generalizations might be
needed.
Critical noteson the work include: a subdivision/refinement aswasmade for the classification ofthe management
point-of-view (see Table 2)shouldbe made for all the categoriesasmentionedin the framework,thusincludingemployees,
customer andsocietyaswell.Therewiththe frameworkbecomesthree-dimensional.Be aware that optimal,doesnot mean
the same toall companies.Optimal for one company,can be far from optimal for another company.
Interestingaspect ofthe presentedworkisthat it couldserve asa tool that makesperformance indicators,andtherewith
system-control a discussable issue in an organization whichwouldbe a real valuable tool toevaluate current systems,and
to design future systems.The true advantage ofthisapproach isthat it could be relatively easy translated into an agentbased software system.W ith software agentsmonitoring and controlling single performance indicators,and steering upon
these.

6 CONCLUSIONS
The contribution ofthispaper istwofold.Firstly,we
present a literature survey on the concept of
performance indicators in logistics.Secondly,we
present a framework capturing the dynamics of
performance indicators for LSPs including an
extensive list ofLSPperformance indicators.
The literature survey identifies a number of
studieson performance measurement/evaluation for

logistics.However,these studies are mainly on a

particular area or case and are focused on external
and quantitative indicators. Our review has
considered the areas of supply chains, internal
company performance, planning and qualitative
indicators.
The framework that we present is a first step
towards our long term aim to use performance
indicatorsex-ante rather than post-ante.The model
considersindicatorsalongtwomain dimensions.On

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ICEIS 2005 - ARTIFICIAL INTELLIGENCE AND DECISION SUPPORT SYSTEMS

the one hand we look at the perspecti

ve:i
nternal
(management,employees) and external (customer,
soci
ety);on the otherhand we classi
fy i
ndi
catorsas
short-term or long-term.W e i
denti
fy the cost of
measurement ofan i
ndicatorasessenti
al i
n choosi
ng
whether an i
ndi
cator i
s eli
gi
ble for pre-ante
moni
tori
ng and analysi
s. W e have vali
dated our
framework wi
th a domai
n expert,and have planned
multi
ple case-studi
es and i
ntervi
ews forvali
dati
on
asfuture work.
Other di
recti
ons for future work i
nclude
obtai
ni
ng more i
nsi
ght i
n the relati
onshi
psbetween
the i
ndi
cators as well as the relati
onshi
ps between
i
ndi
cators on di
fferent aggregati
on levels. The
knowledge gai
ned wi
ll be appli
ed i
n the DEAL
proj
ect whi
ch ai
msat the development ofan
agent-based software system for road-di
stribution
planni
ng.In such a system we represent the i
nvolved
logi
sti
cal parti
esasagentsoperati
ng wi
thi
n a multi
agent system.In orderto gi
ve the agentsthe proper
deci
si
on objecti
ves, i
nsi
ght i
n logi
sti
cal KPIs i
s
needed. Fi
nally, we are currently developi
ng a
formal language for expressi
ng the relati
onshi
ps
between the i
ndi
cators and reasoni
ng about these,
drawi
ng i
nspi
rati
on from the fi
eld ofrequi
rements
engi
neeri
ng.

ACKNOWLEDGEMENTS
Thi
swork i
spart ofDEAL (Di
stri
buted Engi
ne for
Advanced Logi
sti
cs) supported as project
EETK01141 underthe Dutch EET programme.For
thi
s parti
cular paper we are very grateful for the
contri
buti
ons of Jos van Hi
llegersberg, Peet van
Tooren,Jan Treur,Steefvan de Velde,and Pi
nar
Yolum.

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