Benchmarking in Omni-Channel Logistics

Benchmarking is a management tool successfully used by public and private sector managers and holding its important position in a management toolbox throughout the years. The essence of benchmarking is learning from others and creative adaptation of good practices. It can involve both quantitative and qualitative comparisons which enable not only to learn about the outcomes of the activity but also about the ways these results had been achieved. In the paper the possibility of applying benchmarking in omni-channel logistics is presented. The rising expectations of customers highlighting the convenience of purchase as one of the most important factors determining purchase, forces retailers to change their business strategies. One of the most important factor creating product value is flexible delivery. Therefore this aspect was chosen as an example field for a proposed reference benchmarking methodology.