Assessment of Quality in the Supply Chain

Abstract

This paper explores the assessment of service quality provided by a logistics transport operator in the context of increasing performance expectations in supply chain. The study focuses on aligning operational actions taken in a company’s logistics with customer requirements, by using a transport operator as a reference frame. While the specialized literature emphasizes the critical role of service quality in ensuring supply chain efficiency, few studies examine assessments based on real-world Second-party Audit in the transport sector. Thus, Second-party Audit, according to ISO 9001, have the role to verify external parties involved against established requirements, ensuring quality control in external relations. The research applies a methodology based on an audit grid to assess the operator’s performance on several dimensions of quality. The analysis compares expected service levels with perceived performance, as reported during an on-site assessment. Data were collected through observation, document analysis, and structured interviews. The key research questions address the extent to which the service provider meets contractual and operational standards and continuous improvement. These findings provide practical implications for both logistics service providers and the supply chain, particularly in terms of improving monitoring tools, communication protocols, and responsiveness to customer requirements. The paper contributes to this field by providing a concrete approach to assessing service quality in logistics.