Environmental sustainability of logistics service provider: an ANP-QFD approach

Green winner determination method based on environmental performance and minimum adjustment consensus in 4PL transportation service procurement

Due to the intensified environmental protection consciousness of enterprises and consumers, the green winner determination (GWD) considering environmental performance becomes very important for the 4PL transportation service procurement. In this paper, a new GWD method is studied, which considers different types of attributes including those related to environmental performance and the consensus reaching process (CRP). To characterize multiple types of attributes, linguistic terms, interval numbers, and crisp numbers are combined. To achieve an acceptable consensus level among linguistic evaluations given by different experts, a minimum adjustment consensus model is constructed. And on this basis, an interactive CRP is proposed. Integrating the heterogeneous information addressing process and the CRP, a HC-VIKOR method is developed to promote the 4PL's operational efficiency and service quality. Further, a numerical example is designed to demonstrate the effectiveness of the proposed method. Sensitivity analysis reveals that both the acceptable consensus threshold and the weight of group utility have a significant influence on the winner determination result. Comparison analysis shows that the proposed method outperforms the existing methods. Our study not only extends the traditional winner determination but also provides decision support for the 4PL to provide transportation services efficiently.

Logistics service providers' energy efficiency initiatives for environmental sustainability

Purpose

This paper discusses logistics service providers' (LSPs’) energy efficiency initiatives for sustainable development, both from an evolutionary perspective and based on a framework consisting of actions, processes (i.e. at the operations interface) and services (i.e. at the customer interface).

Design/methodology/approach

Following a qualitative research design, semi-structured interviews were conducted with sustainability managers at LSPs and the data were analysed via inductive coding. Based on the results and the literature, the authors developed a maturity model for LSPs' transitions to environmental sustainability.

Findings

LSPs' sustainable development occurs via operational processes, services at the customer interface, and actions that support those processes and services. Energy efficiency efforts are characterised by process depth that helps LSPs to align with their customers' energy efficiency improvement processes. While services related to energy efficiency connect LSPs and their customers, actions in support vary depending on the logistics activities in which LSPs participate.

Research limitations/implications

Further research is needed to test and verify the maturity model and to clarify the interdependency of its three dimensions.

Practical implications

By categorising energy efficiency initiatives and proposing a maturity model for LSPs' sustainable development via energy efficiency, the authors have developed a tool for logistics actors to assess their progress towards improved sustainability.

Originality/value

The paper contributes to the literature by providing a three-pillar framework to understand the sustainability transitions of LSPs through energy efficiency. Developing a maturity model using this framework also contributes to the literature with an approach to assess sustainability advancement in the logistics industry.

Sustainable Supply Chain Management and Multi-Criteria Decision-Making Methods: A Systematic Review

Multi-criteria decision-making (MCDM) methods are smart tools to deal with numerous criteria in decision-making. These methods have been widely applied in the area of sustainable supply chain management (SSCM) because of their computational capabilities. This paper conducts a systematic literature review on MCDM methods applied in different areas of SSCM. From the literature search, a total of 106 published journal articles have been selected and analyzed. Both individual and integrated MCDM methods applied in SSCM are reviewed and summarized. In addition, contributions, methodological focuses, and findings of the reviewed articles are discussed. It is observed that MCDM methods are widely used for analyzing barriers, challenges, drivers, enablers, criteria, performances, and practices of SSCM. In recent years, studies have focused on integrating more than one MCDM method to highlight methodological contributions in SSCM; however, in the literature, limited research papers integrate multiple MCDM methods in the area of SSCM. Most of the published articles integrate only two MCDM methods, and integration with other methods, such as optimization and simulation techniques, is missing in the literature. This review paper contributes to the literature by analyzing existing research, identifying research gaps, and proposing new future research opportunities in the area of sustainable supply chain management applying MCDM methods.

Environmentally responsible freight transport service providers' assessment under data-driven information uncertainty

Purpose

Freight transportation practices accounted for a significant share of environmental degradation and climate change over the years. Therefore, environmentally responsible transport practices (ERTPs) become a serious concern of freight shippers and transport service providers. Past studies generally ignored the assessment of ERTPs of freight transport companies during a transport service contract. To bridge the above literature gap, this paper proposed a hierarchical framework for evaluating freight transport companies based on ERTPs.

Design/methodology/approach

In a data-driven decision-making environment, transport firm selection is affected by multiple expert inputs, lack of information availability, decision-making ambiguity and background of experts. The evaluation of such decisions requires a multi-criteria decision-making method under a group decision-making approach. This paper used a data-driven method based on the intuitionistic fuzzy-set-based analytic hierarchy process (IF-AHP) and VIseKriterijumska Kompromisno Rangiranje (IF-VIKOR) method. The applicability of the proposed framework is validated with the Indian freight transport industry.

Findings

The result analysis shows that environmental knowledge sharing among freight transport actors, quality of organizations human resource, collaborative green awareness training programs, promoting environmental awareness program for employees and compliance of government transport emission law and practice have been ranked top five ERTPs which significantly contribute to the environmental sustainability of freight transport industry. The proposed framework also ranked freight transport companies based on ERTPs.

Research limitations/implications

This research is expected to provide a reference to develop ERTPs in the emerging economies freight transport industry and contribute to the development of a sustainable freight transport system.

Originality/value

This study assesses the environmental responsibility of the freight transportation industry. The emerging economies logistics planners can use proposed framework for assessing the performance of freight transportation companies based on ERTPs.

Social Sustainability Strategy across the Supply Chain: A Conceptual Approach from the Organisational Perspective

Much of the existing literature on the social aspects of sustainability in the supply chain has focused on dyadic buyer-supplier relationships. However, supply chains are much more extensive, featuring multi-tiered systems consisting of many interconnected sequential and parallel dyadic relationships; therefore, a more expansive and holistic approach to exploring the management and integration of social sustainability standards across the extended supply chain is desirable. This research attempts to help fill this void and considers the extent to which a series of sequential upstream and downstream supply chain partners, rather than only a focal organization’s immediate suppliers and buyers, influence the formulation process of the social aspects of a sustainability strategy and the deployment of associated practices across the extended supply chain. Findings in the literature indicate that, inter alia, sustainability efforts in the supply chain are likely to be guided by stakeholders’ sustainability desires/requirements, the geographical location of buyers and suppliers and the associated sustainability enforcement regulations and cultural norms, and the volume of trade between the buyer and supplier. This paper uses the results gleaned from a review of the literature to propose a conceptual framework for selection of sustainability strategy across the multi-tiered supply chain. Finally, we introduce a conceptual approach to the process of implementing and deploying the social aspects of sustainability strategies and practices across the supply chain using an integrated social-sustainability information management system (ISIMS).

Revising the interrelationship matrix of house of quality by the Kano model

Purpose

This study aims to revise the weights in the interrelationship matrix of the house of quality.

Desqign/methodology/approach

After determining customer requirements (CRs) and product design characteristics (PDCs), a house of quality (HoQ) has been developed and the interrelationships between CRs and PDCs have been determined and classified using the Kano model. The PDCs have been prioritized based on the classic HoQ and the revised HoQ. Finally the results have been compared and discussed. The television design of Entekhab Industrial Group, the largest producer of home appliance products in Iran has been selected as a case study.

Findings

Results indicated different sets of priorities derived from the two approaches. Particularly, the difference between the revised HoQ and the classic approach was due to the nonlinear relationship between CRs and PDCs.

Research limitations/implications

This study was performed merely on a single product of a company, and the case study results cannot be generalized to all of the home appliance industries.

Originality/value

Developing the application of the Kano model in computing and revising the weights of the cells in the interrelationship matrix of HoQ is the main contribution of this paper.

Quality function deployment: exploiting interrelationships for progressive prioritization

Purpose

The purpose of this paper is twofold: to incorporate the symbolic relationships among the attributes of customer requirements (CRs) and engineering characteristics (ECs) as well as to factor in the values numerically to enhance the prioritization process for an improved, comprehensive quality function deployment (QFD) analysis. The aim is to develop the concept of assimilating and factoring in the often-ignored interrelationships among CRs and ECs utilizing the weighted average method for the CR and EC correlations with overall calculations.

Design/methodology/approach

After a brief literature review of the methods utilized, the research paper discusses the framework for the correlation triangle challenge and introduces a novel mathematical solution utilizing triangle values in conjunction with computed initial raw weights for CRs and initial priority scores for ECs. The capability and applicability of the proposed model are demonstrated with a real-life example.

Findings

Through the proposed technique, the roof and the interrelationship triangle's signs and symbols are translated into numerical values for each permutation of ECs and CRs, and then the prioritization values are processed and finalized. The proposed model successfully modifies and removes vagueness from an otherwise overlooked part of the QFD process.

Practical implications

The illustrated case study aptly proves that the proposed methodology yields more revealing and informative outcomes for engineers and designers, thus adding much-needed reliability to the outcome and its analysis. The validation conducted through the rank comparison endorses the premise, and the results obtained reflect the strength and accuracy of the progressive QFD as a product planning tool.

Originality/value

The research article proposes a fresh and unique QFD approach that solves typical procedural complications encountered in a regular QFD. Whereas the traditional methods neglect the interrelationships among CRs and ECs, this new methodology employs them in an improved, numerical way by incorporating them in quantitative analysis, which leads to judicious and improved decision-making.

IOT Framework to Support Maritime Highway Program

As one of the largest archipelagic countries in the world, Indonesia has been running the maritime highway system in recent years. This study focuses on how to improve the role of IOT platform in the maritime highway system. Furthermore, in this study, the authors are designing a new IOT system framework to support the operation of the maritime highway program in the seaport logistics system in archipelago countries, especially Indonesia. Each part of the port management stakeholders like port authority, commodity products company, shipping companies, and the government with their different policies (unique) in each island region has created its own IT system and links it to every website in its organization partially and not yet fully integrated. This research provides newly integrated frameworks with the IOT approach, and also a few recommendations related to practical and theoretical contributions that can be further developed in the seaports sector.

On LSP Lifecycle Model to Re-design Logistics Service: Case Studies of Thai LSPs

Improving service logistics is crucial in order to reciprocate customer needs. The paper aims to validate the Logistics Service Provider (LSP) Lifecycle Model for re-designing logistics service in three LSP case studies in Thailand. The lifecycle-stage evaluation was adapted to identify the current status in its lifecycle. Afterward, logistics service strategies were implemented according to the voice of the customer by Quality Function Deployment (QFD). The study combined the Logistics Service Provider (LSP) Lifecycle Model with the application of Industry 4.0 (I4.0) to improve service logistics. Case studies showed the implementation of the service logistics strategies with the feasibility solution of Industry 4.0.

Interactions in sustainable supply chain management: a framework review

Purpose

The purpose of this paper is to evaluate the research conducted among the interim, dyadic interactions that bridge the stand-alone measures of economic, environmental and social performance and the level of sustainability, as suggested in the Carter and Rogers (2008) framework.

Design/methodology/approach

This paper conducts a systematic literature review based on the Tranfieldet al.(2003) method of the articles published in 13 major journals in the area of supply chain management between the years 2010 and 2016. Results were analyzed using an expert panel.

Findings

The area of research between environmental and social performance is sparse and relegated to empirical investigation. As an important area of interaction, this area needs more research to answer the how and why questions. The economic activity seems to be the persistent theme among the interactions.

Research limitations/implications

The literature on the “environmental performance and social performance (ES)” interactions is lacking in both theoretical and analytical content. Studies explaining the motivations, optimal levels and context that drive these interactions are needed. The extant research portrays economic performance as if it cannot be sacrificed for social welfare. This approach is not in line with the progressive view of sustainable supply chain management (SSCM) but instead the binary view with an economic emphasis.

Practical implications

To improve sustainability, organizations need the triple bottom line (TBL) framework that defines sustainability in isolation. However, they also need to understand how and why these interactions take place that drive sustainability in organizations.

Originality/value

By examining the literature specifically dedicated to the essential, interim, dyadic interactions, this study contributes to bridging the gap between stand-alone performance and the TBL that creates true sustainability. It also shows how the literature views the existence of sustainability is progressive, but many describe sustainability as binary. It is possible that economic sustainability is binary, and progressive characterizations of SSCM could be the reason behind the results favoring economic performance over environmental and social.

Blinded by the light? Analyzing sustainability authenticity, customer service perceptions, and halo effects

Purpose

The purpose of this paper is to evaluate how service perceptions influence customer views of the authenticity of corporate sustainability claims. The goal of this paper is to help supply chain decision-makers better understand boundary conditions in order to design more enduring and impactful sustainability programs.

Design/methodology/approach

The authors employ behavioral experiments, subjecting two theoretically derived hypotheses to verification across five diverse industries and two distinct sustainability vignettes.

Findings

Customer service perceptions emerge as a significant boundary condition to the perceived authenticity of sustainability efforts. Subjects attributed significantly higher authenticity toward sustainability efforts in above average vs below average service quality contexts. Further, respondents attributed deceptive motivations to sustainability efforts at companies with below average service.

Research limitations/implications

The authors confirm the underlying tenet of social judgment theory, which suggests thata prioriperceptions create a zone of acceptability or rejection. Ultimately, investing in sustainability can lead to counterproductive cynicism.

Practical implications

The authors infer that customers’ willingness to give companies credit for sustainability initiatives extends beyond service issues to any practice that influencesa prioriperceptions. Supply chain managers must rethink their role in designing both customer service and sustainability systems to achieve positive returns from sustainability investments.

Originality/value

The authors challenge the assumption that customers universally positively view sustainability efforts. If customers holda priorinegative service perceptions, otherwise well-designed sustainability programs may invoke cynical reactions. Thus, sustainability programs may not inoculate firm reputations from adverse incidents. Given they touch both service and sustainability systems, supply chain managers are positioned to holistically influence their design for competitive advantage.

A Systematic Literature Review for Better Understanding of Lean Driven Sustainability

Global trends and factors, such as the increased level of globalization, climate change, resource scarcity, and awareness of social and environmental responsibilities, as well as fiercer competition and lower profit margins in all industries, force organizations to act to retain, regain, or sustain their competitive advantages for long-term survival. These trends and factors are historically known to bring about innovations that drive the evolution of industries. Sustainability is considered to be such an innovation to achieve fiscally sound, environmentally conscious, and socially progressive organizations and supply chains. This study reviewed 477 past articles published in five major databases from 1990 to 2018. The purpose of the study was to assess the current state-of-the art in the subject of lean-driven sustainability. Based on the exhaustive descriptive and contextual analysis, synergies, divergences, and the extent of two-way permeability of lean and sustainability concepts from the perspective of intra- and inter-organizational operations were identified along with future research opportunities. Fundamental strengths and weaknesses of both concepts, existing strong synergies and untapped potential, along with their key contributors, the potential-use cases of lean tools to derive sustainable solutions are highlighted in this review.

Sustainable evaluation and selection of potential third-party logistics (3PL) providers

Purpose

The purpose of this paper is to efficiently assist the decision makers in evaluating and selecting the most appropriate third-party logistics (3PL) provider from environmental sustainability perspective using a two-phase model based on data envelopment analysis (DEA) and analytic network process (ANP).

Design/methodology/approach

The study uses an integrated approach of DEA and ANP as an evaluation and selection methodology to select an efficient and requisite 3PL. The integrated model is a sound technique for 3PL evaluation and selection. DEA effectively screens the maximally efficient 3PLs, whereas ANP easily performs the cumbersome process of weighting diverse criteria and ranks various alternatives according to their performance on the basis of these criteria. This study lists the prominent evaluation and selection criteria taking into consideration the environmental sustainability. Finally, a real-life industrial application is presented to demonstrate the proposed method.

Findings

The current research work is devoted to the emerging research topic of environmental sustainability in logistics industry and supply chain management. The results of study indicate that eco-efficient transportation and 3PLs lead better transportation planning, better inventory and warehouse management, lower inventory cost and sustainable supply chain operations. Also, the applied approach enables the decision makers to better understand the complex relationships of the relevant criteria in the decision-making process.

Research limitations/implications

This study does not investigate the relationships between environmental performances and differentiation advantage from the perspective of 3PLs. Also, sensitivity analysis is not performed.

Practical implications

The developed integrated model enables decision analysts to better understand the complete evaluation process of 3PL evaluation and selection considering environmental sustainability perspective. Furthermore, the developed approach provides a more flexible, simple, accurate, effective, and systematic decision support tool for 3PL evaluation and selection.

Originality/value

The current study is first of its kind to use the integrated approach in evaluation and selection of 3PLs from environmental sustainability perspective considering the inter-dependencies among the evaluation and selection criteria.

Key factors for truly sustainable supply chain management

Purpose

The purpose of this paper is to explore key factors or criteria of sustainable supply chain management (SSCM) influencing Indonesian coal companies, using “adoption, implementation, and performance” (A-I-P) of SSCM, thru three means: first, to investigate which criteria have higher weight to achieve SSCM in Indonesia; second, to see whether there are any differences between the Indonesia case and existing literature of SSCM; third, to highlight any causal relationships between the Indonesia case and the SSCM theory.

Design/methodology/approach

DEMATEL-based analytic network process (DANP) questionnaire survey with a theoretical SSCM model is applied to conduct an empirical test for the coal production and supply chain companies in Indonesia.

Findings

The “performance” dimension out of the A-I-P of the SSCM is the most important one, while the “adoption” dimension is the least. Out of the 12 criteria under the three dimensions, the “operational, economic, environmental, and social” factors under the category of the performance dimension and the “ISO 14001 certification” criteria belonging to the dimension of “implementation” are the top five key factors in the SSCM.

Research limitations/implications

There are some limitations in this study. First and foremost is the relatively small sample size with a limited geographic area, although they are unavoidable owing to one country case study.

Practical implications

The test results are helpful to draw guidance for sustainable supply chain managers in implementing efficient SSCM in the wave of tough competition and changing marketplace.

Originality/value

This study contributes first to developing a theoretical framework for SSCM under the A-I-P model and second, to applying DANP to an empirical case of SSCM of the coal industry in Indonesia. As a result, the authors draw helpful guidelines and policy implications for SSCM of the coal industry, referring to the A-I-P dimension as drivers and enablers for the SSCM performances of the industry.

Analyzing the diffusion of eco-friendly vans for urban freight distribution

Purpose

The purpose of this paper is to investigate the diffusion dynamics of electric and hybrid commercial vans and its enabling factors in the city logistics (CL) contexts. The case of parcel delivery in Torino, Italy, is considered. Attention is paid to the influence on the choice of low impact vehicles of not only public strategies but also operational aspects characterizing urban freight distribution systems.

Design/methodology/approach

A System Dynamics model based on the Bass diffusion theory computes the number of adopters of low-emission vehicles together with the quantity of vans required and the associated economic savings. The model includes variables about freight demand, delivery frequency, van carrying capacity, routes, stops, distances traveled, and vehicle charging stations. A sensitivity analysis has been completed to identify the main diffusion levers. The focus is on advertising and other drivers, such as public contributions, taxes traditional polluting vehicles are subjected to, as well as on routing optimization strategies.

Findings

Advertising programs, green image, and word-of-mouth drive market saturation, although in a long time period. In fact, low-impact vehicles do not offer any economic advantage over traditional ones requiring higher investment and operating costs. Public incentives to purchase both green vehicles and charging stations, together with carbon taxes and a congestion charge affecting polluting vehicles, are able to shorten the adoption time. In particular, public intervention reveals to be effective only when it unfolds through a number of measures that both facilitate the use of environmentally friendly vehicles and discourage the adoption of traditional commercial vans. Route optimization also hastens the complete market saturation.

Research limitations/implications

This work fosters research about the mutual relationships between the diffusion of low-emission commercial vehicles and the operational and contextual CL factors. It provides a structured approach for investigating the feasibility of innovative good vehicles that might be part of assessments of CL measures and requirements. Finally, the model supports studies about the cooperation among stakeholders to identify effective commercial vehicle fleets.

Practical implications

This study fosters collaboration among CL players by providing a roadmap to identify the key factors for the diffusion of environmentally friendly freight vehicles. It also enables freight carriers to assess the operational and economic feasibility of adopting low-impact vehicles. Finally, it might assist public authorities in capturing the effects of new urban transportation policies prior to their implementation.

Originality/value

Most of the current CL literature defines policies and analyzes their effects. Also, there are several contributions on the diffusion of low emission cars. The present study is one of the first works on the diffusion of low-impact commercial vehicles in urban areas by considering the associated key operational factors. A further value is that the proposed model combines operational variables with economic and environmental issues.

Sustainability-related risk management in buying logistics services

Purpose

Sustainability-related risk management of logistics service providers (LSPs) is an essential part of sustainability performance of focal companies, as logistics services touch the entire supply chain (SC) – from raw material sources to end-customers. The purpose of this paper, draws on resource-based view and stakeholder theory in exploring how companies can manage environmental and social sustainability-related risks from logistics service suppliers. This kind of capability is essential in order to maintain reputation in the eyes of stakeholders, and to maintain long-term financial performance.

Design/methodology/approach

The data of this multiple-case study were collected from semi-structured interviews in eight case-companies in Finland. Five of the cases are primary logistics buyers, and three represent LSP companies.

Findings

The cross-case analysis showed that primary buyers of logistics services use their sustainability criteria as a prerequisite for LSP candidates, and when the level is adequate and equal, other factors, e.g. price and capacity, are decisive. Based on the analysis, large LSPs are preparing for the future competition, and act in a more sustainable manner than their customers (buyers) expect at the moment, while small LSPs strictly comply with the regulation. However, buyers’ requirements for sustainable logistics services are increasing as the stakeholder expectations for comprehensively sustainable SCs are growing.

Originality/value

Only little research has been conducted on sustainable logistics from the buyer company’s risk management perspective. This paper adds the knowledge of sustainability-related risk management in purchasing of logistics services and in the logistics industry.

The role of environmental sustainability in the freight transport mode choice

Purpose

Transport is the European Union (EU) sector that produces the second highest amount of greenhouse gas emissions. In its attempts to promote the environmentally sustainable development of transport, the EU has focussed on intermodal transport in particular – but with limited success. It is important to understand how freight transport is selected, which criteria are used and what role environmental sustainability and intermodal transport play in the selection. Therefore, the purpose of this paper is to focus on the role of environmental sustainability and intermodal transport in transport mode decisions. The authors look at this issue from the perspective of logistics service providers (LSPs) and buyers, as they are important stakeholders in guiding this process.

Design/methodology/approach

To gain a holistic view of the current state of research, the authors have conducted a systematic literature review of the role of environmental sustainability and intermodal transport in transport mode decisions. The authors have further examined the findings concerning requests for quotations (RfQs), tenders and transport contracts, as these are also linked to decisions on transport choice.

Findings

The findings from the literature review include the results of descriptive and structured content analysis of the selected articles. They show that the discussion on environmental sustainability and intermodal transport as a sustainable mode, together with the transport mode selection criteria, RfQs/tenders and transport contracts, is still a rather new and emerging topic in the literature. The main focus related to the selection of transport mode has been on utility and cost efficiency, and only recently have issues such as environmental sustainability and intermodal transport started to gain greater attention. The findings also indicate that the theoretical lenses most typically used have been preference models and total cost theories, although the theoretical base has recently become more diversified.

Research limitations/implications

There is still a need to extend the theoretical and methodological base, which could then lead to innovative theory building and testing. Such diverse application of methodologies will help in understanding how environmental sustainability can be better linked to mode choice decisions.

Practical implications

The findings will be of interest to policy makers and companies opting for environmentally sustainable transport solutions.

Social implications

If the EU, shippers and LSPs take a more active stance in promoting environmentally sustainable transformation models, this will have long-lasting societal impacts.

Originality/value

It seems that this systematic literature review of the topic is one of the first such attempts in the current body of literature.

World class sustainable supply chain management: critical review and further research directions

Purpose

Sustainable supply chain management (SSCM) has attracted considerable interest among academics and practitioners. The purpose of this paper is to present a critical review of the literature, to identify missing links, to argue for the use of world class SSCM (WCSSCM) through a framework, and suggest further research directions.

Design/methodology/approach

In the paper the authors have undertaken an extensive review of literature and classified articles using a novel classification scheme.

Findings

Through the extensive review and identification of research gaps, the paper identifies significant differences between definitions and methodologies in the SSCM literature; and argues for “WCSSCM.” This term is elaborated on via a theoretical framework in which 18 dimensions are classified under six constructs of SSCM. Furthermore, a list of potential research directions for WCSSCM is discussed.

Research limitations/implications

The research is an attempt to critically review literature, argue for WCSSCM, and develop a theoretical framework.

Originality/value

The paper offers a new approach to SSCM literature, arguing for WCSSCM through a framework, and providing further research directions.

Applying quality function deployment to social housing?

Purpose

The purpose of this paper is to focus on the application of quality function deployment (QFD) in a Housing Association (HA) located in the UK. Facing the problem of improving a company’s performance, practitioners and academics have fashioned and applied a variety of models, theories and techniques.

Design/methodology/approach

The research questions were developed from a review of the quality and process improvement literature and tested using evidence from field-based, action research within a UK HA company. The case study provides insight to the benefits and challenges arising from the application of QFD.

Findings

The results provided insight to the benefits and challenges arising from the application of a specific tool, QFD. The primary findings were: QFD can be successfully adapted, applied and utilised within the challenging environment of social housing and other sectors, such as professional services; the model can be modified to use most processes/sub-processes; it must include both external and internal requirements and, to be useful, use more detailed process parameters appropriately.

Practical implications

The conclusions drawn add to ongoing commentaries on aspects of quality improvement, especially the application of QFD within the service sector. The authors develop questions for future research regarding improvement projects.

Originality/value

The conclusion proposes that the implementation of QFD should have a positive impact upon a company; if approached in the right manner. It provides a useful mechanism for developing evidence-based strategy of operational change, control and improvement. The research proposes questions for future research into aspects of operational quality and efficiency.

Performance outcomes of environmental collaboration

Purpose

Firms that need to address growing concerns about the environmental impact of their activities could benefit from collaborating internally and externally. The purpose of this paper is to develop and empirically test a theoretical model of the effects of internal and external environmental collaboration with customers on the firm performance of logistics service providers (LSPs).

Design/methodology/approach

Hierarchical multiple regression and generalised linear modelling are utilised to analyse 311 LSPs offering road transport services in Finland. The data set was collected from a Finnish nationwide logistics survey in 2012 and financial reports-based data.

Findings

External environmental collaboration with customers seems to be the most effective way to improve operational and financial performance, while internal environmental collaboration does not yield similar benefits.

Research limitations/implications

Research limitations include the concentrated geographic origin of the respondents and the exclusion of potential indirect effects of environmental collaboration on operational and financial performance through environmental performance.

Practical implications

Managers planning to implement environmental initiatives should extend their focus from internal operations to external partners in the supply chain.

Originality/value

This research is one of the first attempts to focus on performance outcomes with regard to the environmental activities of LSPs. The research provides quantified insights using both self-reported and financial reports-based data.