Addressing quality problems in 3PL processes - A case study in a 3PL Company - Master of Science in Supply Chain Management

Sep 16, 2026

As logistics shippers increasingly outsource to third-party logistics providers, efficiency and effectiveness of 3PL operations directly determine shippers’ business success. At the same time, competition intensifies as shippers reduce the number of 3PLs used. This master thesis demonstrates how 3PLs can improve customer satisfaction by applying Lean to operational processes, despite 3PLs being information-intensive service environments with limited tangible products.

LanguageEnglish

CategoryPresentations

FormatPDF

Pages74

Reading Time26 min

AccessFree to download

ABSTRACT

1 INTRODUCTION

1.1 BACKGROUND AND MOTIVATION OF THESIS

1.2 PROBLEM AREA

1.3 PURPOSE

1.4 RESEARCH QUESTION

1.5 DELIMITATION

2 RESEARCH METHOD

2.1 RESEARCH STRATEGY

2.2 DATA COLLECTION

2.3 RELIABILITY AND VALIDITY

Addressing quality problems in 3PL processes A case study in 3PL Company Master of Science in Supply Chain Management LUCIE ALDEBERT JEREMY HUDZIAK Department of Technology Management and Economics Division of Logistics and Transportation CHALMERS UNIVERSITY OF TECHNOLOGY Gothenburg, Sweden, 2012 Report No. E2012:014 REPORT NO. E2012:014 Addressing quality problems in 3PL processes A case study in a 3PL Company Master’s Thesis in Supply Chain Management LUCIE ALDEBERT JEREMY HUDZIAK Supervisor: Henrik Sternberg Department of Technology Management and Economics Division of Logistics and Transportation CHALMERS UNIVERSITY OF TECHNOLOGY Gothenburg, Sweden, 2012 Addressing quality problems in 3PL processes A case study in a 3PL Company LUCIE ALDEBERT JEREMY HUDZIAK © Lucie Aldebert and Jeremy Hudziak, 2012. Technical report no E2012:014 Department of Technology Management and Economics Division of Logistics and Transportation Chalmers University of Technology SE-412 96 Göteborg Sweden Telephone +46 (0)31-772 1000 Printer by Chalmers Reproservice Göteborg, Sweden 2012 Abstract As a consequence of technology developments and globalization shippers are increasingly outsourcing their logistics activities to third party logistics providers whose activities efficiency and effectiveness are responsible for the success of shippers’ business. At the same time shippers decrease the number of 3PLs they use making the competition tougher for logistics providers. To enable 3PLs to stay competitive this master thesis shows that 3PLs can improve their customers’ satisfaction by studying their operational processes from a Lean perspective. Previous research have shown that Lean applied in manufacturing and service environments such as hospitals, carrier or retailer industries, enable to decrease operational costs and increase customer satisfaction. As 3PLs are facing these issues the adoption of Lean tools and principles seem appropriate. However few studies focus on the application of Lean in a pure service environment where no tangible product exists. Since 3PLs are information intensive companies, this master thesis adapts Lean tools and principles to this specific environment. Through a literature review, interviews of 3PL practitioners and the study of a customer survey released by a large multinational 3PL company, three major quality problems faced by customers when relying on 3PLs were identified. A toolbox was then developed composed of a workshop and a root cause analysis to identify wastes in the 3PL operational processes and understand how they lead to the quality problems experienced by customers. The toolbox was tested and validated on three internal processes belonging to the same large 3PL company that carried out the customer survey. The application of the toolbox revealed that most root causes of the quality problems are either due toa lack of routine or a lack of clear responsibility or a lack of training on the IT system. These three issues can be addressed by 3PL without any expensive investment and can increase customer satisfaction. The purpose of this thesis is to identify customers’ quality problems that stem from 3PLs’ core operation wastes in order to enable the company to later on solve these problems directly to the root and continue its Lean journey. Key words: Lean, 3PL, process mapping, workshop, waste, customer satisfaction Table of contents ABSTRACT ........................................................................................................................................................ 4 1 INTRODUCTION........................................................................................................................................ 9 1.1 BACKGROUND AND MOTIVATION OF THESIS ..................................................................................................... 9 1.2 PROBLEM AREA .......................................

FAQs

Why is Lean relevant for third-party logistics providers (3PLs) in this thesis?

The thesis links 3PL performance challenges—cost pressures and customer satisfaction—to Lean approaches proven in manufacturing and service contexts. It argues Lean tools can be adapted to an information-intensive service environment.

How were the quality problems and waste sources identified?

The study combines a literature review, interviews with 3PL practitioners, and analysis of a customer survey from a large multinational 3PL. It then develops a toolbox using a workshop and root cause analysis to identify wastes in 3PL operational processes.

What root causes most strongly drive the customers’ quality problems?

The toolbox results show that most root causes relate to lack of routine, lack of clear responsibility, or lack of training on the IT system. The thesis states these can be addressed without expensive investment.

Sep 16, 2026

Uploaded by Lucas Martin