Performance measurement in humanitarian logistics: a customer-oriented approach

Journal of Humanitarian Logistics and Supply Chain Management

Volumn 4, Issue 2, 2014, Pages 198-221

  Schiffling, Sarah ^a   Piecyk, Maja ^a  

^a HERIOT WATT UNIVERSITY   (United Kingdom)

Author keywords

Balanced scorecard; Customer focus; Humanitarian logistics; Stakeholder theory; Supply chain management; Systematic literature review

Indexed keywords

EID: 84958754351     PISSN: 20426747     EISSN: 20426755     Source Type: Journal    
DOI: 10.1108/JHLSCM-08-2013-0027     Document Type: Article

References (70)

1. Abidi, H. and Klumpp, M. (2013), “Performance measurement in humanitarian logistics: a literature review”, in Arnäs, P.O., Arvidsson, N., Bergqvist, R., Johansson, M., Pahlén, P. and Stefansson, G. (Eds), NOFOMA, Gothenburg.
2. Abidi, H., De Leeuw, S. and Klumpp, M. (2013), “Measuring success in humanitarian supply chains”, International Journal of Business and Management Invention, Vol. 2 No. 8, pp. 31-39.
3. Akyuz, G.A. and Erkan, T.E. (2010), “Supply chain performance measurement: a literature review”, International Journal of Production Research, Vol. 48 No. 17, pp. 5137-5155.
4. Argollo Da Costa, S.R., Gouvêa Campos, V.B. and Albergaria De Mello Bandeira, R. (2012), “Supply chains in humanitarian operations: cases and analysis”, inProcedia (Ed.), Proceedings of EWGT2012 - 15th Meeting of the EURO Working Group on Transportation, Elsevier Ltd, Paris, pp. 598-607.
5. Atkinson, A.A., Waterhouse, J.H. and Wells, R.B. (1997), “A stakeholder approach to strategic performance measurement”, Sloan Management Review, Vol. 38 No. 3, pp. 25-37.
6. Balcik, B., Beamon, B.M., Krejci, C.C., Muramatsu, K.M. and Ramirez, M. (2010), “Coordination in humanitarian relief chains: practices, challenges and opportunities”, International Journal of Production Economics, Vol. 126 No. 1, pp. 22-34.
7. Baldini, G., Oliveri, F., Braun, M., Seuschek, H. and Hess, E. (2012), “Securing disaster supply chains with cryptography enhanced RFID”, Disaster Prevention & Management, Vol. 21 No. 1, pp. 51-70.
8. Banomyong, R. and Sopadang, A. (2010), “Using Monte Carlo simulation to refine emergency logistics response models: a case study”, International Journal of Physical Distribution & Logistics Management, Vol. 40 Nos 8-9, pp. 709-721.
9. Beamon, B.M. (1999), “Measuring supply chain performance”, International Journal of Operations & Production Management, Vol. 19 Nos 3-4, pp. 275-292.
10. Beamon, B.M. and Kotleba, S.A. (2006), “Inventory modelling for complex emergencies in humanitarian relief operations”, International Journal of Logistics: Research & Applications, Vol. 9 No. 1, pp. 1-18.
11. Beamon, B.M. and Balcik, B. (2008), “Performance measurement in humanitarian relief chains”, International Journal of Public Sector Management, Vol. 21 No. 1, pp. 4-25.
12. Bhagwat, R. and Sharma, M.K. (2007), “Performance measurement of supply chain management: a balanced scorecard approach”, Computers and Industrial Engineering, Vol. 53 No. 1, pp. 43-62.
13. Blecken, A. (2010), “Supply chain process modelling for humanitarian organizations”, International Journal of Physical Distribution & Logistics Management, Vol. 40 Nos 8-9, pp. 675-692.
14. Brewer, P.C. and Speh, T.W. (2000), “Using the balanced scorecard to measure supply chain performance”, Journal of Business Logistics, Vol. 21 No. 1, pp. 75-93.
15. Bryman, A. (2012), Social Research Methods, Oxford University Press, Oxford.
16. Carroll, A. and Neu, J. (2009), “Volatility, unpredictability and asymmetry: an organising framework for humanitarian logistics operations?”, Management Research News, Vol. 32 No. 11, pp. 1024-1037.
17. Carroll, A.B. (1993), Business and Society: Ethics and Stakeholder Management, South-Western Publishing Co., Cincinnati, OH.
18. Chandes, J. and Pache, G. (2010), “Investigating humanitarian logistics issues: from operations management to strategic action”, Journal of Manufacturing Technology Management, Vol. 21 No. 3, pp. 320-340.
19. Charles, A., Lauras, M. and Van Wassenhove, L. (2010), “A model to define and assess the agility of supply chains: building on humanitarian experience”, International Journal of Physical Distribution & Logistics Management, Vol. 40 Nos 8-9, pp. 722-741.
20. Cuthbertson, R. and Piotrowicz, W. (2011), “Performance measurement systems in supply chains: a framework for contextual analysis”, The International Journal of Productivity and Performance Management, Vol. 60 No. 6, pp. 583-602.
21. Day, J.M., Melnyk, S.A., Larson, P.D., Davis, E.W. and Whybark, D.C. (2012), “Humanitarian and disaster relief supply chains: a matter of life and death”, Journal of Supply Chain Management, Vol. 48 No. 2, pp. 21-36.
22. De Leeuw, S. (2010), “Towards a reference mission map for performance measurement in humanitarian supply chains”, in Camarinha-Matos, L.M., Boucher, X. and Afsarmanesh, H. (Eds), Collaborative Networks for a Sustainable World: 11th IFIP WG 5. 5 Working Conference on Virtual Enterprises, PRO-VE 2010, St. Etienne, France, October 11-13, Springer, Berlin, pp. 181-188.
23. Donaldson, T. and Preston, L.E. (1995), “The stakeholder theory of the corporation: concepts, evidence, and implications”, Academy of Management Review, Vol. 20 No. 1, pp. 65-91.
24. Epstein, M. and Wisner, P. (2001), Good Neighbours: Implementing Social and Environmental Strategies with the BSC, Harvard Business School Publishing, Cambridge, MA.
25. Ertem, M.A. and Buyurgan, N. (2011), “An auction-based framework for resource allocation in disaster relief”, Journal of Humanitarian Logistics & Supply Chain Management, Vol. 1 No. 2, pp. 170-198.
26. Ertem, M.A., Buyurgan, N. and Pohl, E.A. (2012), “Using announcement options in the bid construction phase for disaster relief procurement”, Socio-Economic Planning Sciences, Vol. 46 No. 4, pp. 306-314.
27. Fawcett, S.E. and Cooper, M.B. (1998), “Liperformance measurement and customer success”, Industrial Marketing Management, Vol. 27 No. 4, pp. 341-357.
28. Freeman, R.E. (2010), Strategic Management: A Stakeholder Approach, Cambridge University Press, Cambridge.
29. Gatignon, A., Van Wassenhove, L. and Charles, A. (2010), “The Yogyakarta earthquake: humanitarian relief through IFRC’s decentralized supply chain”, International Journal of Production Economics, Vol. 126 No. 1, pp. 102-110.
30. Griffis, S.E., Goldsby, T.J., Cooper, M. and Closs, D.J. (2007), “Aligning logistics performance measures to the information needs of the firm”, Journal of Business Logistics, Vol. 28 No. 2, pp. 35-56.
31. Heaslip, G., Sharif, A.M. and Althonayan, A. (2012), “Employing a systems-based perspective to the identification of inter-relationships within humanitarian logistics”, International Journal of Production Economics, Vol. 139 No. 2, pp. 377-392.
32. Jahre, M., Jensen, L.M. and Listou, T. (2009), “Theory development in humanitarian logistics: a framework and three cases”, Management Research News, Vol. 32 No. 11, pp. 1008-1023.
33. Jones, T.M. and Wicks, A.C. (1999), “Convergent stakeholder theory”, Academy of Management Review, Vol. 24 No. 2, pp. 206-221.
34. Kaplan, R.S. (2001), “Strategic performance measurement and management in nonprofit organizations”, Nonprofit Management & Leadership, Vol. 11 No. 3, pp. 354-362.
35. Kaplan, R.S. and Norton, D.P. (1992), “The balanced scorecard--measures that drive performance”, Harvard Business Review, Vol. 70 No. 1, pp. 71-79.
36. Kaplan, R.S. and Norton, D.P. (2000), “Having trouble with your strategy? Then map it”, Harvard Business Review, Vol. 78 No. 5, pp. 167-176.
37. Kovács, G. and Spens, K.M. (2007), “Humanitarian logistics in disaster relief operations”, International Journal of Physical Distribution & Logistics Management, Vol. 37 No. 2, pp. 99-114.
38. Kovács, G. and Spens, K. (2009), “Identifying challenges in humanitarian logistics”, International Journal of Physical Distribution & Logistics Management, Vol. 39 No. 6, pp. 506-528.
39. Kovács, G. and Tatham, P. (2010), “What is special about a humanitarian logistician? A survey of logistic skills and performance”, Supply Chain Forum, Vol. 11 No. 3, pp. 32-41.
40. Kovács, G., Tatham, P. and Larson, P.D. (2012), “What skills are needed to be a humanitarian logistician?”, Journal of Business Logistics, Vol. 33 No. 3, pp. 245-258.
41. Lodree, E.J. (2011), “Pre-storm emergency supplies inventory planning”, Journal of Humanitarian Logistics and Supply Chain Management, Vol. 1 No. 1, pp. 28-48.
42. Mclachlin, R., Larson, P.D. and Khan, S. (2010), “Not-for-profit supply chains in interrupted environments”, Management Research News, Vol. 32 No. 11, pp. 1050-1064.
43. Maon, F., Lindgreen, A. and Vanhamme, F. (2009), “Developing supply chains in disaster relief operations through cross-sector socially oriented collaborations: a theoretical model”, Supply Chain Management, Vol. 14 No. 2, pp. 149-164.
44. Martinez, A.J.P., Stapleton, O. and Van Wassenhove, L.N. (2011), “Field vehicle fleet management in humanitarian operations: a case-based approach”, Journal of Operations Management, Vol. 29 No. 5, pp. 404-421.
45. Maull, R., Geraldi, J. and Johnston, R. (2012), “Service supply chains: a customer perspective”, Journal of Supply Chain Management, Vol. 48 No. 4, pp. 72-86.
46. Millar, J. (2004), “Systematic reviews for policy analysis”, in Becker, S. and Bryman, A. (Eds), Understanding Research for Social Policy and Practice: Themes, Methods, and Approaches, Policy Press, Bristol, pp. 142-146.
47. Mitchell, R.K., Agle, B.R. and Wood, D.J. (1997), “Toward a theory of stakeholder identification and salience: defining the principle of who and what really counts”, Academy of Management Review, Vol. 22 No. 4, pp. 853-886.
48. Moore, D.M. and Taylor, D.H. (2011), “Humanitarian logistics professionalism”, in Christoper, M. and Tatham, P. (Eds), Humanitarian Logistics Meeting the Challenges of Preparing for and Responding to Disasters, Kogan Page Limited, London, pp. 179-200.
49. Moore, M.H. (2000), “Managing for value: organizational strategy in for-profit, nonprofit, and governmental organizations”, Nonprofit & Voluntary Sector Quarterly, Vol. 29 No. 1, pp. 183-204.
50. Oloruntoba, R. and Gray, R. (2006), “Humanitarian aid_ an agile supply chain?”, Supply Chain Management, Vol. 11 No. 2, pp. 115-126.
51. Oloruntoba, R. and Gray, R. (2009), “Customer service in emergency relief chains”, International Journal of Physical Distribution & Logistics Management, Vol. 39 No. 6, pp. 486-495.
52. Overstreet, R.E., Hall, D., Hanna, J.B. and Rainer, R.K. Jr (2011), “Research in humanitarian logistics”, Journal of Humanitarian Logistics & Supply Chain Management, Vol. 1 No. 2, pp. -.
53. Pettit, S. and Beresford, A. (2009), “Critical success factors in the context of humanitarian aid supply chains”, International Journal of Physical Distribution & Logistics Management, Vol. 39 No. 6, pp. 450-468.
54. Phillips, R., Freeman, R.E. and Wicks, A.C. (2003), “What stakeholder theory is not”, Business Ethics Quarterly, Vol. 13 No. 4, pp. 24-46.
55. Richey, R.G. (2009), “The supply chain crisis and disaster pyramid a theoretical framework for understanding preparedness and recovery”, International Journal of Physical Distribution & Logistics Management, Vol. 39 No. 7, pp. 619-628.
56. Sampson, S.E. (2000), “Customer-supplier duality and bidirectional supply chains in service organizations”, International Journal of Service Industry Management, Vol. 11 No. 4, pp. 348-364.
57. Sandwell, C. (2011), “A qualitative study exploring the challenges of humanitarian organisations”, Journal of Humanitarian Logistics & Supply Chain Management, Vol. 1 No. 2, pp. 132-146.
58. Schilling, M.A. (2000), “Decades ahead of her time: advancing stakeholder theory through the ideas of Mary Parker Follett”, Journal of Management History, Vol. 6 No. 5, pp. 224-242.
59. Schulz, S.F. and Heigh, I. (2009), “Logistics performance management in action within a humanitarian organization”, Management Research News, Vol. 32 No. 11, pp. 1038-1049.
60. Shepherd, C. and Gunter, H. (2005), “Measuring supply chain performance: current research and future directions”, International Journal of Human Resources Development and Management, Vol. 55 Nos 3-4, pp. 242-258.
61. Slater, S.F. (1997), “Developing a customer value-based theory of the firm”, Journal of the Academy of Marketing Science, Vol. 25 No. 2, pp. 162-167.
62. Speckbacher, G. (2003), “The economics of performance management in nonprofit organizations”, Nonprofit Management and Leadership, Vol. 13 No. 3, pp. 267-281.
63. Supply Chain Council (2014), “SCOR 11.0”, available at: https://supply-chain.org/scor/11 (accessed 20 January 2014).
64. Tatham, P. and Pettit, S. (2010), “Transforming humanitarian logistics: the journey to supply network management”, International Journal of Physical Distribution & Logistics Management, Vol. 40 Nos 8-9, pp. 609-622.
65. Tomasini, R.M. and Van Wassenhove, L.N. (2009), Humanitarian Logistics, Palgrave Macmillan, Basingstoke.
66. Tranfield, D., Denyer, D. and Smart, P. (2003), “Towards a methodology for developing evidence-informed management knowledge by means of systematic review”, British Journal of Management, Vol. 14 No. 3, pp. 207-222.
67. Trestrail, J., Paul, J. and Maloni, M. (2009), “Improving bid pricing for humanitarian logistics”, International Journal of Physical Distribution & Logistics Management, Vol. 39 No. 5, pp. 428-441.
68. Van Der Laan, E.A., De Brito, M.P. and Vergunst, D.A. (2009), “Performance measurement in humanitarian supply chains”, International Journal of Risk Assessment & Management, Vol. 13 No. 1, pp. 22-45.
69. Van Wassenhove, L.N. (2006), “Blackett memorial lecture humanitarian aid logistics: supply chain management in high gear”, Journal of the Operational Research Society, Vol. 57 No. 5, pp. 475-489.
70. Van Wassenhove, L.N. and Pedraza Martinez, A.J. (2012), “Using or to adapt supply chain management best practices to humanitarian logistics”, International Transactions in Operational Research, Vol. 19 Nos 1-2, pp. 307-322.