ICT implementation process model for logistics service providers

• Published in: Industrial management + data systems Vol. 113; no. 4; pp. 484 - 505
• Main Authors: Luisa dos Santos Vieira, Carolina, Sérgio Coelho, Antônio, Mendes Luna, Monica Maria
• Format: Journal Article
• Language: English
• Published: Wembley Emerald Group Publishing Limited 19.04.2013
• Subjects: Boundaries; Brazil; Business process reengineering; Change management; Competitive advantage; Data systems; Design; Electronic data interchange; Industrial management; Logistics; Mathematical models; Organizational change; Outsourcing; Productivity; Radio frequency identification; Studies; Suppliers; Supply chains; Technology adoption; Brazil; Information and communication technologies; Communication technologies; Supply chain management; Logistics service providers; Brazil; Implementation process; Outsourcing
• ISSN: 0263-5577; 1758-5783
• DOI: 10.1108/02635571311322757

Purpose - Information and communication technology (ICT) plays a critical role in supporting logistics services outsourcing arrangements. Despite the literature highlighting the benefits of ICT usage by logistics service providers (LSPs), a gap between what is expected of ICT and satisfaction with LSP performance has persisted. Seeking to reduce this gap, the purpose of this paper is to propose an ICT implementation process designed for LSPs.Design methodology approach - A theoretical model was built, which took into account the ICT implementation models identified in the literature and the LSP requirements from ICT usage. The model was adjusted according to technology innovation and change management practices. A multi-case descriptive study was conducted to evaluate the adequacy of this model in practice.Findings - The proposed ICT implementation model designed for LSPs combines both theoretical and empirical research. It comprises 39 activities, of which 32 were available in the literature and seven are new - mainly for aspects related to external integration. Through multiple-case analysis, the model proved itself appropriate for supporting a step-by-step ICT implementation in LSPs.Originality value - The paper considers LSP requirements related to integrating and coordinating supply chains in the proposed model. In addition to an engineering perspective, it addresses behavioral issues for technology acceptance. It also exposes the problem posed by the definition of implementation process boundaries. Moreover, it features case studies in the Brazilian LSP industry, which has received little attention in the mainstream literature.