DHL performance
2004:294 CIV
MASTER’S THESIS
Performance Measurement at DHL Solutions
Towards an improved performance measurement system consisting of relevant and well-designed measures
TOMAS STEFENSON
MASTER OF SCIENCE PROGRAMME
Department of Business Administration and Social Sciences
Division of Industrial Logistics
2004:294 CIV • ISSN: 1402 - 1617 • ISRN: LTU - EX - - 04/294 - - SE
PREFACE
“Most company performance yardsticks [i.e. measures] are too short, too rigid, or used more like a teacher’s ruler – to whack rather than to motivate.
The time is long overdue to replace these outdated yardsticks with a more dynamic measurement system that motivates continuous improvement in several dimensions of performance simultaneously.”
(Lynch and Cross, 1995)
This paper is the primary result of my Master’s Thesis work carried out at DHL
Solutions in Sweden during the summer and fall of 2004. It will also mark the closure of my Master of Science Program in Industrial Management and
Engineering, with focus on Industrial Logistics, at Luleå University of
Technology.
For assistance and support I would like to thank my supervisors at DHL
Solutions, Linda Johannesson and Daniel Gartell. They have contributed to the completion of this Master’s Thesis in an excellent manner. Furthermore, I would like to express my gratitude towards the sponsors of the project, Owe
Norberg and Kurt Liljergren, who gave me the opportunity to set out on this journey. My gratitude also goes to Kerstin Lindström, who put me in contact with these persons. At DHL Solutions, I would also like to thank all the interview respondents at operating units and headquarters as well as all personnel who have contributed to my work in many different ways. Without you this paper would not have been completed.
I would also like to show my gratitude to my supervisor at Luleå University of
Technology, Torbjörn Wiberg, who supported me on academic matters when I needed it the most.
Finally, my thoughts of gratitude go to my
MASTER’S THESIS
Performance Measurement at DHL Solutions
Towards an improved performance measurement system consisting of relevant and well-designed measures
TOMAS STEFENSON
MASTER OF SCIENCE PROGRAMME
Department of Business Administration and Social Sciences
Division of Industrial Logistics
2004:294 CIV • ISSN: 1402 - 1617 • ISRN: LTU - EX - - 04/294 - - SE
PREFACE
“Most company performance yardsticks [i.e. measures] are too short, too rigid, or used more like a teacher’s ruler – to whack rather than to motivate.
The time is long overdue to replace these outdated yardsticks with a more dynamic measurement system that motivates continuous improvement in several dimensions of performance simultaneously.”
(Lynch and Cross, 1995)
This paper is the primary result of my Master’s Thesis work carried out at DHL
Solutions in Sweden during the summer and fall of 2004. It will also mark the closure of my Master of Science Program in Industrial Management and
Engineering, with focus on Industrial Logistics, at Luleå University of
Technology.
For assistance and support I would like to thank my supervisors at DHL
Solutions, Linda Johannesson and Daniel Gartell. They have contributed to the completion of this Master’s Thesis in an excellent manner. Furthermore, I would like to express my gratitude towards the sponsors of the project, Owe
Norberg and Kurt Liljergren, who gave me the opportunity to set out on this journey. My gratitude also goes to Kerstin Lindström, who put me in contact with these persons. At DHL Solutions, I would also like to thank all the interview respondents at operating units and headquarters as well as all personnel who have contributed to my work in many different ways. Without you this paper would not have been completed.
I would also like to show my gratitude to my supervisor at Luleå University of
Technology, Torbjörn Wiberg, who supported me on academic matters when I needed it the most.
Finally, my thoughts of gratitude go to my