Customer needs for analyzing and managing disturbances in transport logistics

Logistic-intensive companies face a number of transport disturbances every year, which can have significant effects on their operations and cause unnecessary costs. Although these problems are familiar to many companies, the development of practices for managing and analyzing disturbances is still at an early stage. In the future, the growing importance of non-interference and the hard competition drive companies to compete particularly on reputation and quality. The tools for disturbance management and analysis can help companies to monitor and control the negative effects caused by disturbances. The aim of this study is to identify the needs of logistic-intensive companies for developing ways to analyze and manage disturbances in order to enhance the proactive risk management in transport logistics. The data was collected by conducting semi-structured interviews in 14 logistic-intensive companies. As a result of the study, the customer needs are identified and analyzed for developing best practices for disturbance management in transport logistics.