LOGISTICS PERFORMANCE-MEASUREMENT AND CUSTOMER SUCCESS

Performance measurement is critical to the success of almost any organ ization because it creates understanding, molds behavior, and leads to competitive results. World-class firms recognize the central role mea surement plays in their success and are therefore compulsive about the ir performance measurement efforts. This research presents findings fr om a longitudinal empirical study of logistics performance measurement practice, in addition to the survey results, findings from over 100 i nterviews with lending companies worldwide are discussed. The bottom l ine is that world-class performance requires superior process measurem ent both within the firm and across organizational boundaries. (C) 199 8 Elsevier Science Inc.