Robert Millen

Third party logistics services: a Singapore perspective

Focusses on three constructs that we believe are the primary determinants of the future usage of third party logistics services. These constructs are: extent of use of the third party logistics services; decision making process for choosing contract logistics services provider; and impact of the usage of contract logistics services on the organisation. An empirical research was carried out in Singapore to study the impact of these three factors on the future usage of third party logistics services in Singapore. Results based on an analysis of data relating to 126 Singapore‐based firms indicate that most users of these services are satisfied with their providers and believe that this has led to positive developments within the organisation. With a high current level of satisfaction, a large number of these firms are likely to increase their usage of contract logistics services moderately or substantially.

Third Party Logistics Services: A Comparison of Experienced American and European Manufacturers

Provides a comparison of third‐party logistics services utilization between large manufacturing firms in the USA and Western Europe. All these firms had been utilizing third‐party providers for at least three years, although many had been doing so for five years or longer. The group of Western European firms is more committed to outsourcing, as evidenced by the substantially greater percentage of their total corporate logistics budget allocated to third‐party firms. The strategic decision to utilize third‐party companies is more often made at the corporate level and includes input more frequently from other functional areas in Western European firms. However, many of the findings indicate that the issues faced by both groups of executives are very similar, such as their reservations to outsourcing and their experiences with implementation. Almost all the executives indicated that they are satisfied with the performance of third‐party providers, and would, at least moderately, increase their use of such firms.

Applying SERVQUAL to Web sites: an exploratory study

In an effort to identify the quality factors perceived to be most important in relation to the use of Web sites, a survey was undertaken. The questionnaire utilized was based on the SERVQUAL instrument that identifies five quality dimensions in service environments. The results indicate that the quality dimensions found applicable in the service sector are also applicable to Web sites. The items that have been identified as most important in relation to the quality of Web sites are tangibles (the appearance of the Web site, navigation, search options, and structure), reliability (the ability to judge the trustworthiness of the offered service and the organization performing the service), responsiveness (the willingness to help customers and provide prompt service), assurance (the ability of the Web site to convey trust and confidence in the organisation behind it with respect to security and privacy), and empathy (the provision of caring, individualized attention to customers, including user recognition and customization).

Perceptions about the quality of web sites: a survey amongst students at Northeastern University and Erasmus University

A survey was undertaken to identify the quality aspects perceived to be most important in the design and use of web sites. The questionnaire utilized was based on preliminary research by Cox and Dale who had previously developed a model for assessing the quality of web sites. The results were compared to the SERVQUAL dimensions as developed by Zeithaml, Parasuraman, and Berry for bricks-and-mortar service environments. Our results indicated that the quality dimensions found applicable in the service sector are also applicable to web sites. No major differences have been found between the attitudes of students at Erasmus University Rotterdam (EUR) and those at Northeastern University (NEU), Boston on web quality aspects. Minor differences can be explained by age, gender and field of study. Overall, NEU students make more use of the Internet than EUR students.

Third party logistics services usage by large Australian firms

Provides information relating to the experiences of Australian firms using third party logistics services (outsourcing of logistics functions being a business dynamic of growing importance in Australia). Presents conclusions from a survey showing that many of Australia’s largest firms utilize the services of contract logistics providers and some other firms are considering doing so. Provides insights in planning for implementation, for example, the need to educate the third party logistics services provider about the firm’s requirements and also information for the providers of the services.

The impact of a rolling schedule in a multi-level MRP system

Abstract This paper presents a cost performance comparison of different lot-sizing algorithms under multi-level rolling schedule conditions. Most multi-level studies have focused on fixed horizon problems, omitting an important characteristic of an operating MRP system. The results indicate that, under certain conditions, the computationally simple Silver-Meal heuristic provides lower lot-sizing costs than the Wagner-Whitin algorithm. In addition, cost modifications are introduced which greatly enhance the multi-level performance of these single-level lot-sizing heuristics.

A comparison of the use of third‐party logistics services by Australian firms between 1995 and 1999

Examines the use of third‐party logistics services by Australian firms over the period 1995 to 1999. It is based on a questionnaire survey that was initially conducted in 1995 and repeated in late 1999. The questionnaire addressed: the extent to which the firms use the services of contract logistics companies; the specific contract logistics services used; the benefits which have emerged for the user firms; the obstacles encountered in implementing contract logistics relationships; the impact of the use of contract logistics services on costs, customer satisfaction and employees of the user firm; and the future plans of current users of such services. Notable differences showed between the results from 1995 and those obtained in 1999. Of particular interest is the apparent centralisation of the decision making in regard to employing such services and the involvement of managers outside the logistics area. Also, more firms are utilising third‐party contract logistics companies for international purposes, and are signing longer contracts with their providers. The study identifies a number of concerns for providers that need to be addressed.

Work-Family Conflict: A Study of American and Australian Family Businesses

This study examines causal pathways linking work strain to anxiety among Australian and American family business owners. To date, there has been no empirical test of strain-based, work-family conflict models on family businesses; nor have there been comparisons made between Australian and American business owners. This paper suggests a specific causal model and provides country-specific and comparative evidence for that model. The suggested model includes mediation and moderation mechanisms that link work strain and anxiety from the perspective of business owners. Data for the research were obtained through the administration of essentially identical questionnaires in the two countries in 1999. Results show that the proposed model fits the data reasonably well, regardless of the type of firm and country.

Quality management in the logistics function: an empirical study

The importance of the logistics function has increased dramatically at many firms as competitive priorities have shifted from cost and product quality to delivery and flexibility. At the same time, however, there have been few comprehensive studies of the implementation of TQM practices in logistics. This paper examines the application of quality management practices in the logistics function based on a field study of 165 Australian firms. Major findings include the practices implemented, the specific areas in which firms have implemented these practices, the obstacles faced in doing so and future plans for continued development.

Planning processes for advanced manufacturing technology by large American manufacturers

In response to an increasingly competitive environment, many manufacturers have invested in advanced manufacturing technology (AMT). While many studies regarding the use of AMT have been performed, little is known about how firms plan and manage their AMT investments. This is surprising given the evidence about the impact such investments can have on an organization. To address this, a survey of large American manufacturing firms was conducted. Respondents were asked, among other questions, why their firms made such investments and the fit with their business strategy; which functional areas were involved in idea generation, the planning process, and proposal assessment; and what the anticipated risks, difficulties and benefits were from making such investments. The results from this survey are provided along with an analysis of the responses.