OPTIMIZING LAST-MILE OPERATIONS: TRACKING SERVICE FAILURES THROUGH BUSINESS INTELLIGENCE A case study in a leading logistics company

This thesis explores the application of Business Intelligence (BI) to overcome "operational blindness" in last-mile logistics. In modern supply chains, the sheer volume of raw data generated daily often obscures internal bottlenecks and pre-delivery service failures. Through a case study conducted in a leading logistics company, this research details the design and implementation of an interactive BI dashboard aimed at tracking and monitoring these operational anomalies. By structuring raw datasets into clear metrics and dimensions, and applying effective data visualization principles, the tool transforms fragmented information into actionable insights. The implemented dashboard allows station managers to perform immediate root-cause analyses, closely monitor Key Performance Indicators, and shift from intuition-based reactions to data-driven decision-making, ultimately optimizing daily operations.