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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
  1. Burmeister/Djellal [8]