Order picking and loading-dock arrival punctuality performance indicators for supply chain management: a case study

Supply chain activity control is an essential part of Supply Chain Management (SCM), ensuring compliance with customer requirements. This paper presents a case study into the control of SCM activities. The study analysed two areas involving two different SC links associated with order picking, and outsourced truck freights, respectively. The studied company had problems with these links. An approach based on developing a KPI (Key Performance Indicator) was proposed to address the issues. Consequently, different affected processes were analysed and characterised, considering the relevant data for defining a KPI. Then, strategies and methods were devised for data collection and processing regarding the system’s current state. Finally, tools were designed to facilitate the interpretation of the system’s current state and thus, pave the way for the decision-making process on corrective measures.