Bridging the Service Gap - Business Process Redesign & Information Technology as Multidimensional Success Driver for Logistics Service Providers

  • Martin Göbl University of Applied Sciences Kempten
  • Markus Klaus Kuehne + Nagel (AG & Co.) KG Nuremberg,


 Research questions: Attaining competitive advantages is a result of satisfying customer demands with a certain service/product composition. The business process model approach has become popular in order to meet service needs. In addition more and more companies create value along supply chains and the function of logistics becomes part of such a value creation. Collaboration is one major influencing success factor. By adjusting to market changes companies focus on internal processes and costs instead of targeting on customer and supply chain total benefits/costs and especially quality chances. Restructuring business processes therefore is estimated to be under evaluated. IT hereby shows a manifold impact. This value is analyzed and conducted on an ongoing business process redesign project of a logistics service provider (LSP).

Methods: The theoretical part of the paper illustrates the framework of business processes, evaluation, development of redesign techniques and strategies by linking this background to the role of IT with focus on a customer service process. In a second step an equitation model evaluates hypotheses from a LSP and customer perspective in order to formulate innovation potentials targeting the customer collaboration process.

Results: The findings express the need to overcome company borders in supply chains, include partners and use IT tools to develop information quality to raise a final higher customer satisfaction. Companies rely more and more on their networks, while cost and business process programs don´t include relationship and process gains. Especially the impact of rising information quality in the supply chain gives the possibility to evaluate and raise quality developments.

Author Biographies

Martin Göbl, University of Applied Sciences Kempten

Prof. Dr. Martin Göbl has been lecturing in logistics and business management at the University of Applied Sciences in Kempten, Germany since 2006.

After graduating as an industrial engineer he worked in different areas and positions in the area of logistics management. While working he graduated as a PHD. His research interests are the evaluation of services, strategic logistics management and logistics service providers.

Markus Klaus, Kuehne + Nagel (AG & Co.) KG Nuremberg,

Markus Klaus holds a Diploma degree in Business Administration from University of Armed Forces in Munich and a postgraduate MBA in International Business Management and Leadership from Kempten University of Applied Sciences. After several years of logistics roles in the German Armed Forces and a deployment for the United Nations, he was responsible for quality & workforce management at SIMON HEGELE LOGISTICS AND SERVICE CO LTD. Today he is a project manager for contract logistics solutions at KUEHNE + NAGEL (AG & CO.) KG.