IMPACT ANALYSIS
Delivery and reception
discrepancies
A wrong delivery address, delays,
mistaken pallet labels, the
unfamiliarity with a particular
environmental zone: these are all
examples of delivery discrepancies
which can occur in the logistics chain.
To understand the nature and extent
of these inefficiencies in the delivery
Respondent populations:
process, the business organisations
EVO, Transport en Logistiek
Nederland, and Beurtvaartadres have
jointly launched the initiative for TNO
to investigate whether these delivery
discrepancies occur, as well as to
identify the causes, the resulting
inefficiencies and possible solutions.
Carriers (52%)
Shippers (39%)
Definition of delivery
discrepancy
A delivery discrepancy is any
problem in the delivery of a
shipment to the consignee leading
to delays, additional work or even
a failure to deliver a shipment.
Recipients (9%)
94%
6% of respondents
said that delivery
discrepancies
were not a
problem.
of respondents had experienced discrepancies
during the delivery of a shipment.
80% said that they considered discrepancies to a (big) problem.
Factors influencing the nature and extent of
delivery discrepancies
• Value of the goods
• Fixed contracts
• Correct delivery addresses
• Size of the consignment
Inefficiency in the delivery process is to some
extent ‘managed away’ by introducing slack into
the schedules and by direct communication
with recipients.
€
€
€
5%
of first
attempts result in a
‘non-delivery’.
11%
efficiency
increase can
be achieved in delivery times
(last mile and drop time).
+ 400%
That is the cost of a second delivery attempt
in comparison to the first attempt.
The delivery time (last mile and drop time) in relation to the shipment process is the
key factor in the occurrence of delivery discrepancies. For local-level distribution,
this is a bigger problem than for full international truckloads.
BA
5
B
main causes of delays in the delivery process
0
10
20
30
40
50
63%
Carrier had the wrong or incomplete delivery address
52%
Recipient did not know of the arrival of the goods
51%
Carrier had no contact details, or the wrong contact details, for the delivery address
39%
Carrier was unaware of delivery time windows
27%
Inadequate or absent delivery facilities*
60
*For example lift truck.
The 4 causes mentioned most often relate to incorrect or incomplete information (information asymmetry)
CONCLUSION
Delivery discrepancies are a dynamic issue. Some
businesses have been able to manage the problem away;
others have accepted its impact. There is certainly room for
improvement, however. Increasing efficiency starts with
addressing information asymmetry and better involvement
of the recipient. Better communication in the chain, including
the use of ICT solutions, can make a significant contribution.
EVO, Transport en Logistiek Nederland, and Beurtvaartadres
are working together on solutions using synergies with
the Neutral Logistics Information Platform (NLIP), allowing
information to be supplied and shared in an intelligent
manner throughout the chain. The standardised electronic
consignment note and standardised methods for notifying
the recipient of shipments are also being given priority as
a result of this research. Download the white paper at
beurtvaartadres.nl/whitepapertno