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Table 1 The variety of operations coexisting in freight transport services
From: Evaluating the performance of freight transport: a service approach
Material operations (M) | Treatment of information (I) | Relational and contact operations (R) | Methodological operations (C ) | |
|---|---|---|---|---|
Operations concerning : | Physical transport, handling, loading, unloading | Treatment of information flows inside the firm and with other firms, tracing/tracking | Direct contacts between the driver and the shipper’s customers, feedback on quality of products and distribution | Coordinate and organize the different operations ; find necessary competencies |
Improvement of performance through : | Innovations in vehicles, automation of handling etc. | Use of ICTs, creation and optimisation of information systems, optimization of management of freight flows and fleet | Training for drivers and personnel, codification of quality control systems | Creation and improvement of management systems of goods and information for the shipper |