Measuring Success in the White Glove Logistics World
With the large amount of data available, organizations are continuously seeking ways to improve operational efficiency. One of the most common ways companies do this is by implementing specific Key Performance Indicators (KPIs), which raises the question: what is a KPI?
KPIs are quantifiable metrics used to evaluate the success of specific business functions. In logistics, they provide critical insight into service quality, cost control, and operational effectiveness. This article explores commonly used logistics KPIs and highlights those TechTrans recommends specifically for White Glove logistics programs.
Defining the Right KPIs
Before implementing KPIs, it’s essential to understand what you are measuring, why it matters, and how you will respond if performance falls short. Traditional logistics metrics often include:
- On-time delivery percentage
- Damage percentage
- Claims percentage
- Average transit time
While these indicators are important, they don’t always capture the full picture—especially in complex, high-touch White Glove environments. To gain deeper, more actionable insight, TechTrans recommends incorporating the following KPIs:
Key KPIs for White Glove Logistics
Shipment Types (Outbound, Inbound, Site-to-Site/Transship)
Tracking shipment types helps identify broader trends within a White Glove program. For example, a high volume of site-to-site shipments for demo equipment may signal limited available inventory. This insight can drive proactive decisions such as producing additional units or reallocating existing assets more effectively.
Total Time to Delivery (Including Storage)
This metric highlights inefficiencies across the entire delivery lifecycle. In scenarios where shipments require scheduled delivery appointments, freight may arrive in the destination city well before the appointment date. Extended dwell time at terminals can result in unnecessary storage costs. Monitoring this KPI allows teams to refine pickup and delivery timing to minimize delays and reduce avoidable expenses.
Costing Reports
Comprehensive costing reports provide visibility into average shipment costs, total spend over a given period, and detailed cost drivers. When costs exceed expectations, deeper analysis may uncover issues such as inefficient packaging, suboptimal hub locations, or excessive accessorial charges—many of which can be mitigated through better planning and execution.
Turning Insight Into Action
Defining and measuring KPIs is only the first step. To realize their full value, underperforming metrics must be addressed promptly with corrective action. If certain KPIs continue to trend negatively over time, it may be appropriate to reassess processes—or even evaluate alternative logistics partners.
TechTrans recommends reviewing KPIs on a monthly, quarterly, and annual basis to ensure consistent performance and alignment with business objectives. By clearly defining, monitoring, and acting on meaningful KPIs, supply chain teams can allocate resources more effectively and drive long-term success.
If you have questions or would like to discuss a potential partnership with TechTrans, please contact us.
