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The purpose of this paper is to propose and validate a framework for improving efficiency in road transport based on key performance indicators (KPIs) and personnel participation. The use of the “Overall Equipment Effectiveness” (OEE) indicator is widespread in factories. The framework adapts OEE to transport management.

Research was divided into two phases. The first phase included development of a participative framework, which was based on the authors’ experience and a literature review related to transport KPIs. The second phase involved the validation of the framework, adopting an “Action Research” approach by leading its implementation in a Spanish retailer.

Implementation of the framework has promoted more efficient transport in the company. The framework could be extrapolated to other companies, particularly, transport and parcel companies. By applying the “Action Research” approach it has been shown that researchers and practitioners can create knowledge by resolving problems that are of interest to both parties.

The framework has been applied in one company and could achieve broader validation. Additionally, integrating only indicators of transport efficiency into the OEE proposal has meant that other perspectives, such as costs or the environment, have not been dealt with directly.

The framework is a new line of research applied to transport management. The academic and business contributions fall into three areas: transport management, organizational change and the methodology. There are few examples that illustrate “Action Research” adoption within the scope of supply chain management.

The purpose of this paper is to examine the aspects of internal and external transformation that take place in each company along the supply chain when a “sustainable packaging logistics” approach is implemented. Before this can be achieved, it is necessary to identify and characterise the principal cornerstones and stages associated with this implementation.

In the paper the combination of “case study” and “action research” techniques have been chosen. It has been analysed the implementation of “sustainable packaging logistics” in the supply chain of Mercadona (one of the largest retailers in Spain), paying special attention to the implementation and evolution in one of its main food suppliers.

To adopt a “Sustainable Packaging Logistics” approach allows for a proactive integration of the efficiency and sustainability in supply chains. The proposal to implement “sustainable packaging logistics”, based on four cornerstones and three stages of evolution is particularly significant, while contributing to improved competitiveness. This implementation constitutes an evolutionary process which is conditioned by how each area, department or company along the supply chain interpret and assess different packaging features over time.

The model is based on a single supply chain analysis.

This paper may be of interest both for researchers and professionals, because the model can aid companies in improving their global vision of product and packaging design in order to jointly increase sustainability and efficiency in the supply chain.

Grocery sellers that have entered the online business must now carry out order fulfilment activities previously done by the customer. Consequently, in a context of online sales growth, the purpose of this study is to identify and implement best practices in order to redesign the order picking process in a retailer with a store-based model.

To identify different work alternatives, an approach is developed to analyse the methods used in distinct stores of one large Spanish grocer. The methodology employed is a three-step statistical analysis that combines ANOVA and MANOVA techniques to settle on the best alternatives in each case.

Substantial improvements can be achieved by analysing the different working methods. The three-step statistical analysis identified best practices in terms of their impact on preparation time, allowing a faster working method.

To manage business processes efficiently, online grocers that operate store-based fulfilment strategies can redesign their working method using a criterion based on their own performance.

This is one of the few contributions focusing on the improvement of e-grocery fulfilment operations by disseminating best practices through decision-making criteria. This study contributes by addressing the lack of approaches studying the order picking process by considering its various features and applying best practices.

This work aims to highlight the importance of adequately defining relationships between firms in a supply chain management (SCM) framework as the basis for its integrated functioning. An empirical study is used to analyze the state of manufacturer‐retailer relationships and the implications of these on efficient functioning of the grocery supply chain in Spain with Efficient Consumer Response (ECR) as a backdrop. Using personal interviews with logistics managers in 48 manufacturers and retailers in Spain, the study focuses on the order fulfillment or demand satisfaction logistics process, and evaluates the willingness for collaboration among the enterprises using best practices and information and communication technologies (ICT's) associated with ECR.

The purpose of this paper is to put forward the methodology and most important aspects used at the Spanish group of timber companies Grupo Losán to design and implement a satisfactory preventive maintenance program in the manufacture of melamine and veneers in accordance with continuous improvement and TPM philosophy.

The paper draws on empirical evidence from one case study and develops a framework for improvement in continuous improvement management for company competitiveness.

The authors judge the difficulty in implementing a continuous improvement culture to be caused by the complexity of obtaining commitment and involvement from the personnel most affected by the project. In this context, a participative approach and a suitable methodology for implementation are key factors that are not always taken into account by companies. This experience also proposes the important role that researchers can play as “agents of change” from a viewpoint of “action research”.

The management experience provides companies with a useful guideline to implement continuous improvement culture not only in the maintenance area, but also in supply chain management.

The case study covers a gap in the research field on the lack of implementing guidelines which aid adopting continuous improvement in companies.

This paper aims to present an integrated management model for packaging design.

This model is the result of research of the concepts of packaging, logistics and “packaging logistics”. With this approach in mind, the design and development of packaging are structured on four basic corner‐stones, i.e. the definition and understanding of design requirements (logistics, marketing and environmental aspects), the definition of an appropriate organizational structure, the application of “best practices”, and, finally, establishing a control system.

It was found that the management model developed provides companies with a useful quantitative tool to find the “trade‐off” between the logistics costs reduction and the differentiation capacity linked to packaging.

The model proposed is designed to fill a gap in the measurement systems for making an evaluation of the detailed impact on the overall operation of the supply chain in certain packaging design decisions.

The purpose of this paper is to perform a context analysis about a specific Kaizen program, suggestion systems in permanent teams, and identified the barriers and facilitators that companies encounter while implementing them from the workers’ perspective.

The authors applied an inductive method, the Grounded Theory, to develop a specific context theory using the information that emerged from a convenience sample of 182 workers in several countries.

The facilitators and barriers identified for the workers in the field study are aligned with those identified in previous studies, generally obtained using information provided by managers. The methodology enabled us to identify the relationships between them and their level of relevance.

The main limitations were linked with the source of the data as the authors worked with a convenience sample and only analyzed the information provided by the workers.

The identified facilitators, their relationships and their relevance, contribute to understand the functioning phenomena of suggestion systems in permanent teams to facilitate organizations using this continuous improvement program more effectively.

The originality of this study, apart from identifying facilitators from the workers’ perspective, is that the used method enabled us to identify the relationships between them and know how the operators perceived their relevance.

The active participation of all personnel is the basis for continuous improvement in companies. This paper describes the main features of systems for channelling such participation, used in a series of companies in the automotive parts industry in the Northwest of Spain. These characteristics were obtained from research carried out in mid‐1997 and based on personal interviews. Likewise, the great spread of this kind of practice found in this supply industry, mainly made up of SMEs, supports the idea that it is not only applicable in large companies. However, it should not be forgotten that the automotive sector has one of the longest traditions in continuous improvement and employee involvement activities.

This article aims to show a benchmarking experience developed by a Business Network for Experience Sharing in Quality (Benchmarking Network) made up of Spanish companies of different sizes and from different sectors. Co‐ordinated by a monitor, the participants were mainly managers from small companies with varying degrees of development in their quality assurance systems. The team learned to work in a team and discovered that, despite the different sectors, sizes, organization cultures and the like, their problems were similar and they were able to share experiences in quality management in an environment of co‐operation, where they could resolve a great deal of problems through an innovative system. After a brief summary of the problems involved in implementing quality assurance systems, the article puts forward the features of the initiative developed and the work methodology employed in the network. Details are given of what was experienced throughout the meetings held, and of the actions undertaken. Finally, the results achieved are presented.

The research objective is to analyze the situation and outlook for the future of the measuring and analysis practices used to determine customer satisfaction in 305 ISO 9000‐certified organizations of the Euro‐region Galicia (Spain)‐North of Portugal.

The empirical study was conducted on a random sample of 305 ISO 9000 companies. Data were gathered by personally interviewing those responsible for quality management at the companies.

Certified companies in the Euro‐region Galicia‐North Portugal have a high awareness of the need to measure and analyze the satisfaction of their customers and a predisposition towards it but, when it comes to putting said practice into action, they fall into certain methodological deficiencies that lead to their usefulness being only moderate.

This is a basically descriptive work concerning the practice of measuring and analyzing customer satisfaction in certified companies, within the Galicia (Spain)‐North Portugal Euro‐region. The results obtained are based on evaluations given by the interviewees, so that their reliability depends, to a large extent, on sincerity and good information being provided by the same.

The work is particularly useful for practitioners. The results may act as a guideline for the companies implementing these practices and for those who will do so in the near future. It is also of interest for orientating activities involving evaluation, training and assessment by companies and official bodies related to quality management, such as consultants, certification bodies, universities, business schools, etc.