Improving the communication of stakeholders in logistics processes – a case study

Purpose: The aim of the research was to identify problems and develop a way to improve the communication process between partners in the logistics process. Design/methodology/approach: By analysing complaints and interviewing employees, the most important problems in the process were identified. Thanks to the 5 Whys analysis, the root causes of the problems were then identified. Understanding the sources of problems was used to design and implement an IT system supporting communication between suppliers and the manufacturer. Findings: The use of a quality management tool has identified the causes of the problems observed. Three basic sources have been distinguished: lack of dedicated platform to contact the carrier, lack of a knowledge base about the means of transport available at carriers and lack of integration of documentation with a given carrier in the IT system. By knowing the sources of the problems, it was possible to design an efficient and effective IT system. Research limitations/implications: Improvement of the process was possible thanks to the involvement of top management and awareness of the necessity of changes by interested parties. Practical implications: As a result of the analyses, a coherent design of the IT system was developed, whose implementation ensured that problems in the process were reduced, including sending errors and invoicing errors, as well as a shortening of the average processing time for a single order. Originality/value: The implication of quality management tools to improve the logistics process.