A balanced scorecard framework for assessing LTL motor carrier quality performance

This study utilizes a balanced scorecard framework to assess the performance of less than truckload (LTL) motor carriers in meeting the expectations of their customers with regard to five critical dimensions of quality drawn from the annual "Quest for Quality" survey. Results of the tests...

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Bibliographic Details
Published in:Transportation quarterly 2003-06, Vol.57 (3), p.105-130
Main Author: Poli, P M
Format: Article
Language:English
Online Access:Get full text
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Summary:This study utilizes a balanced scorecard framework to assess the performance of less than truckload (LTL) motor carriers in meeting the expectations of their customers with regard to five critical dimensions of quality drawn from the annual "Quest for Quality" survey. Results of the tests suggest that LTL motor carriers attempt to pursue a balance in performance across the five critical dimensions of quality and that they prioritize the needs of their core customers over those of their peripheral customers. However, empirical support could not be found for the hypothesis that the ranking of importance of the five dimensions of quality are the same for the motor carriers and their customers. Evidence is also presented to show that multiregional and regional carriers tend to be perceived more favorably by their customers than their national counterparts.
ISSN:0278-9434