Assessing the impact of time windows on last-mile sustainability : a scoreboard-based approach and case study analysis

Purpose: To ensure customer satisfaction, e-retailers have focused on providing a last-mile service that includes time windows. Due to the sustainable challenge this posed, the purpose of this article is to define a method that can be used to evaluate the impact of time windows on sustainability and to apply this method to a particular case study.Design/methodology/approach: Desk research allows us to identify and define this method (based on a scoreboard). Then, a case study is conducted to evaluate the applicability of the scoreboard and analyse the impact of time windows on sustainability.Findings: A method to evaluate the impact of time windows on the three pillars of sustainability is defined and implemented. Through this implementation, the negative impact time windows have on the last-mile sustainability is identified and defined. Thus, the use of time windows leads to a greater impact on the environmental and social pillars. Regarding the economic pillar, the impact is ambiguous. Time windows have a negative impact on delivery costs and vehicle utilisation, but a positive impact on service levels and customer satisfaction. In this sense, intermediate alternatives can largely maintain the benefits of time windows elimination without significantly affecting the service level.Originality/value: Retailers can use the findings as a guide to evaluate and set up sustainable last-mile strategies, deciding whether the use of time windows is necessary and sustainable. In contrast to previous research, this study integrates the three pillars of sustainability. With this integration, it is concluded that intermediate alternatives, such as offering a limited time window system based on historical data, could be the most sustainable solution.