Logistics Performance Assessment in the Ceramic Industry: Applying Pareto Diagram and FMEA to Improve Operational Processes

Logistics involves planning and managing resources to meet customer demands. Its effectiveness depends not only on time and process coordination but also on the performance of logistics operators, whose actions directly affect customer satisfaction. Although operational risks are inherent to logistics, customer-oriented service failures are often overlooked in traditional risk assessment. To address this gap, this study proposes an integrated approach that combines a Pareto Diagram and Failure Mode and Effects Analysis (FMEA) within the ISO 31000 risk assessment framework. This structured method enables the identification and prioritization of logistics failures based on customer complaints, thereby supporting data-driven decision-making and continuous service improvement. Applied to a real-world case in a ceramic production line specializing in tableware manufacturing, the method identified and evaluated key logistics failures; particularly those related to late deliveries and damaged goods. Based on these findings, improvement actions were proposed to reduce the recurrence of these issues. This study contributes a structured, practical, and replicable approach for organizations to introduce risk assessment practices and enhance the service quality of logistics management. This study advances the literature by shifting the focus from internal production failures to customer-driven service risks, offering strategic insights for improving reliability and operational performance.