The impact of measuring driver performance on the bulk fuel supply chain

IF 1.1 Q4 MANAGEMENT
Lucky T. Sithole, R. Luke, Sumayah Goolam Nabee
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引用次数: 2

Abstract

Background: The distribution of bulk fuel products to customers is one of the key activities in the downstream petroleum supply chain. For this activity to be effected successfully, three groups of supply chain participants, drivers, supervisors and customers, play key roles. Truck drivers are responsible for conveying the final product to the customer, whilst supervisors ensure that trucks are dispatched on time, driver performance is monitored and performance feedback is properly communicated to drivers. Customers, who purchase the final products, are the foundation of business success. Business success is only possible by meeting or exceeding customer expectations, and it is therefore imperative that the performance of employees is measured and monitored regularly. Objectives: This study was undertaken to determine the impact of measuring driver performance on the bulk fuel supply chain and on customer service. Method: A quantitative research methodology was conducted using structured questionnaires which were disseminated before and after the key performance indicators were implemented to three target groups. Results: The study found that the performance of drivers improved because of the performance feedback they received from supervisors who were perceived to have improved in their performance through the effective utilisation of key performance indicators, and as a result, this increased customer service levels. Conclusion: Whilst the research was limited to a single petroleum company, the results can provide management with guidance and insight on how to improve performance of employees through the use of key performance indicators, with a goal of providing excellent customer service.
衡量驾驶员绩效对散装燃料供应链的影响
背景:向客户分销散装燃料产品是下游石油供应链中的关键活动之一。为了使这一活动成功实施,三组供应链参与者,司机,主管和客户,发挥了关键作用。卡车司机负责将最终产品运送给客户,而主管则确保卡车按时发货,监控司机的表现,并将表现反馈适当地传达给司机。购买最终产品的客户是企业成功的基础。只有满足或超越客户的期望,企业才有可能取得成功,因此必须定期衡量和监控员工的绩效。目的:本研究旨在确定衡量司机绩效对散装燃料供应链和客户服务的影响。方法:采用定量研究方法,在关键绩效指标实施前后向三个目标群体发放结构化问卷。结果:研究发现,司机的表现得到了改善,因为他们从主管那里得到了表现反馈,他们认为通过有效利用关键绩效指标,他们的表现得到了改善,结果,这提高了客户服务水平。结论:虽然研究仅限于一家石油公司,但研究结果可以为管理层提供指导和见解,指导他们如何通过使用关键绩效指标来提高员工的绩效,以提供优质的客户服务。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
2.00
自引率
6.70%
发文量
37
审稿时长
20 weeks
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