Order‐to‐delivery process performance in delivery scheduling environments

Purpose – The purpose of this paper is to generate a performance model for an order‐to‐delivery (OTD) process in delivery scheduling environments. It aims to do this with a triadic approach, encompassing a customer, a supplier and a logistics service provider. Design/methodology/approach – The paper takes the form of a conceptual analysis and a triadic case study on performance measurement requirements in an OTD process characterized by delivery scheduling, and generating performance models. Findings – Two OTD process performance models, one for the supplier's delivery sub‐process and one for the customer's delivery scheduling, the logistics service provider's transportation and the customer's good receipt sub‐process, in delivery scheduling environments are generated. Research limitations/implications – A single case study limits the levels of external validity and reliability to analytical generalization. Practical implications – The generated performance models include definitions of four sub‐processes and outline ten performance dimensions that should be of relevance for several companies to apply. Originality/value – This is the first approach that generates performance models for a triadic OTD process for use in delivery scheduling environments.