Redesigning the inter-facility network of a parcel distribution company in a developing country

This paper describes a real-world case study consisting in redesigning the inter-facility network of a parcel distribution company in a developing country. The primary objective of the paper is to identify and indeed convey the existing technical, organisational and cultural challenges. As it turns out, many of the challenges have been successfully dealt with. However, some of them have been so momentous that they seemed to hold back the progress of the project. Unlike the technical challenges, which can be overcome thanks to technical skills and work persistence, organisational-cultural challenges command much more requirements that may go well beyond the scope of any scientific project. The paper helps draw interesting lessons that can be useful for other service process design projects in developing countries.