From supply to demand chain management: efficiency and customer satisfaction

How do companies in the fast-growing industries achieve good customer satisfaction together with efficiency in supply chain management (SCM)? This inductive case study of six customer cases of Nokia Networks, one of the leading providers of mobile telecommunication technology, led to propositions exploring that question. Good relationship between the customer and the supplier contributes to reliable information flows, and reliable demand information flows in turn contribute to high efficiency—these are well-researched issues also in other industry environments. But in a fast-growing systems business such as mobile telecommunications industry, the supplier needs to be able to adapt its offering to a wide variety of customer situations and needs. Understanding the customer’s situation and need together with the right offering contributes to good co-operation in improving the joint demand chain, which further leads to superior demand chain efficiency and high customer satisfaction.     

A replication and extension of quality management into the supply chain

As competition moves beyond a single firm into the supply chain, researchers are beginning to explore quality management (QM) in a supply chain context. The literature suggests that supply chain management (SCM) consists of internal practices, which are contained within a firm, and external practices, which cross organizational boundaries integrating a firm with its customers and suppliers. Supplier quality management and customer focus are two QM practices that are also clearly in the domain of SCM. In this study we investigate how these two supply chain management-related quality practices lead to improved performance and examine the practices that precede and mediate those relationships. In doing so, we replicate and extend the relationships among the QM practices and their effects on firm performance suggested in Kaynak [Kaynak, H., 2003. The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management 21, 405–435] using survey data gathered from firms operating in the U.S. The inclusion of customer focus and supplier quality management in the QM model supports the importance of internal and external integration for quality performance. Implications of the results for researchers and practitioners are discussed, and further research implications are suggested.     

The use of electronic data interchange for supply chain coordination in the food industry

Supply chain management (SCM) is concerned with the relationship between a company and its suppliers and customers. It is characterized by interorganizational coordination: companies working jointly with their customers and suppliers to integrate activities along the supply chain to effectively supply product to customers. More developed SCM is indicated by systematic integration, i.e. standardized and automatic interorganizational interfaces. Information technology (IT) engenders such systematic integration by allowing more efficient and automatic information flow.This research focuses on electronic data interchange (EDI), an important class of IT used for interorganizational information transfers in the supply chain. Data from a survey of the food industry is used to examine the use of EDI with respect to interfirm coordination activities involving suppliers and customers. The influence of demographic characteristics on EDI use is also investigated. The results suggest that firms view EDI as a tool for improving efficiencies rather than as a tool for facilitating supply chain integration. There is also a surprising difference in firms use of EDI with customers vis-à-vis suppliers. Firms tend to be much more accommodating of the desires of their customers than of their suppliers.     

Supply chain quality management practices and performance: An empirical study

This study proposed a conceptual framework to study the relationships among three dimensions of supply chain quality management (SCQM) – in-house quality management practices (internal QM), interaction for quality with suppliers on the upstream side of supply chain (upstream QM), and interaction for quality with customers on the downstream side of supply chain (downstream QM) – and their impact on two types of quality performance (conformance quality, and customer satisfaction). Survey data were collected from 238 plants in three industries across eight countries and structural equation modeling was used to test this framework. The results indicate a dominant role of the internal QM in SCQM which has a positive impact on the other SCQM dimensions and two types of quality performance. Downstream QM is found to mediate the relationship between internal QM and customer satisfaction, while there is a lack of direct impact of upstream QM on either type of quality performance.     

Development and validation of a measurement instrument for studying supply chain management practices

It is widely argued that competition is no longer between organizations, but among supply chains. Effective supply chain management (SCM) has become a potentially valuable way of securing competitive advantage and improving organizational performance. This research conceptualizes, develops, and validates six dimensions of SCM practices (strategic supplier partnership, customer relationship, information sharing, information quality, internal lean practices, and postponement). Data for the study were collected from 196 organizations and the measurement scales were tested and validated using structural equation modeling. It is hoped that this study will provide a parsimonious measurement instrument to assess the performance of the overall supply chain.     

Supply chain management maturity and performance in SMEs

Supply chain maturity models attempt to disseminate best practices in supply chain management (SCM). One basic idea behind these models is that increased maturity will lead to improved supply chain performance, which in turn will lead to improved financial performance. There is, however, little empirical evidence about the relationship between supply chain (SC) maturity and financial performance, specifically in SMEs. The results of this study indicate that there is a strong relationship between SCM maturity and SC performance in SMEs, as well as some relationships between SCM maturity and financial performance. One conclusion is that if firms use maturity indicators in the Supply Chain Operations Reference areas to improve their processes, they will most likely achieve positive effects on supply chain performance and probably also on financial performance.     

The service climate‐firm performance chain: The role of customer retention

This study examines the role of customer retention as a mediator in the service climate–firm performance chain. Using a predictive design that involves data collected from 1,500 automotive service stores from 12,518 employees and approximately 30,000 customers, a model linking service climate (a concern for employees and customers), customer satisfaction, customer retention, and firm performance was tested. Notably, the results support the overall model and the hypothesized mediating effect of customer retention regarding the relationship between customer satisfaction and firm performance. © 2011 Wiley Periodicals, Inc.     

Customer-facing supply chain practices—The impact of demand and distribution management on supply chain success

Traditionally, distribution has been viewed as the key (physical) link between a company's internal supply chain activities and its customers. More recently, demand management has emerged as a new dimension at the customer interface. Although it has become increasing popular in industry, it has not yet been analyzed in depth with respect to its impact on supply chain performance. Both distribution management and demand management entail customer-facing processes and practices and that are interrelated and (may) jointly determine supply chain performance. In this paper we seek to extend the stream of research in supply chain management by systematically investigating the impact of customer-facing supply chain practices on supply chain performance. Specifically, the paper examines the relative impact of relevant practices associated with demand and distribution management. To this end, we collected data from 116 multi-national companies based in Europe and analyzed it using structural equation modeling techniques. Our results suggest that (i) high demand management performance has a substantial positive impact on the overall supply chain performance, (ii) this effect is stronger than that of distribution management performance, and (iii) there is no evidence that demand management might be an enabler for effective distribution management. Among the individual practices that constitute demand and distribution management, adherence to the demand and distribution management processes and demand segmentation emerged as the strongest performance levers. Based upon additional in-depth interviews conducted with selected companies from our sample, we shed light on some of the most important findings that emerged from our survey analysis.     

Electronic supply chain management applications by Swedish SMEs

The Internet has become an integral part of business activities of most corporations today. Electronic supply chain management (SCM) can improve the operational efficiency of the firm by streamlining processes between the company and its suppliers, business partners, and customers. This research explores the extent and the degree of Internet application in Swedish small- and medium-sized enterprises (SMEs). The analyses of the data show that the Swedish SMEs use the Internet in their supply chain activities to a large degree. The study establishes some differences between smaller and larger organizations as well as between manufacturing and service companies.     

Mobile supply chain management: Challenges for implementation

Mobile supply chain management (mSCM) is fast gaining recognition as a major source of cost reduction and supply chain performance. However, there is little published academic literature on the application and implementation of mobile and/or wireless technology in SCM. This article attempts to explore the challenges of mobile technology for successful implementation of mSCM. The implications of mobile or wireless technology for successful implementation of mSCM are examined with reference to three critical areas of SCM: (1) competitive advantage based on the notion of value chain analysis in SCM; (2) relationship management for successful collaboration along the supply chain and strategic partnerships; and (3) coordination and integration of disparate functions and activities to enhance overall supply chain performance. The article identifies the implications of mobile technology for SCM and develops propositions that have important consequences on the likelihood of a successful implementation of mSCM.     

论供应链管理中沟通对提高客户满意度与忠诚度的作用

在供应链管理中如何保持和客户之间的紧密关系对企业的长期发展来说相重要。本文主要通过美国学者的一项研究来探讨沟通对于提高客户满意度与忠诚度的作用，并对国内企业实际操作中存在的问题做了分析。     

供应链条件下的顾客链与顾客满意链研究

文章在明晰供应链成员企业所面向的全过程顾客及其组成的基础上,运用供应链及供应链管理理论,架构了顾客链与顾客满意链的结构模型并界定了其概念,进一步明确其与供应链、供应链管理的区别,同时对其形成与运作机制和系统协同效应开展了相关研究,从而为有效实施顾客满意战略和提高供应链整体竞争力提供了一种全新的思路。     

Green supply chain integration and financial performance: A social contagion and information sharing perspective

Although green supply chain integration (GSCI) has received wide attention, how it diffuses among supply chain members to affect the manufacturer's performance is still unclear. This study examines the relationships among GSCI, information sharing, and financial performance from a social contagion lens. By conceptualizing GSCI into three forms, two types of contagion mechanisms (i.e., cohesion and structural equivalence) were identified to investigate the underlying contagion effects between different forms of GSCI and the effects of various GSCI on information sharing and financial performance. Survey data were collected from 206 Chinese manufacturers and analyzed using structural equation modeling to test hypotheses. The results indicate that green supplier integration directly promotes green internal integration, green customer integration, and information sharing with suppliers. Green internal integration positively influences green customer integration and financial performance. Green customer integration enhances information sharing with customers. Both information sharing with suppliers and customers improve financial performance. This study contributes to the GSCI literature and provides novel managerial implications for manufacturers.     

客户盈余表现对供应商企业创新投资的影响研究

基于资源依赖理论和信号传递理论，利用手工收集的供应商企业-客户对均为上市公司的数据，系统考察客户盈余表现对供应商企业创新投资的影响。研究发现，客户盈余表现越好，越能促进供应商企业的创新投资。调节作用研究发现，供应链关系越稳定、越趋于良性，供应链企业的协同效应越明显，即高盈余客户对供应商企业创新投资的正向影响越强；企业与客户的产品多元化程度越低，客户盈余表现对供应商企业创新投资的正向影响越显著；高盈余客户通过降低供应商企业经营风险促进了供应商企业创新投资。进一步分析发现，供应商企业市场竞争程度越高、融资约束程度越高、客户相对议价能力越强，客户盈余表现对供应商企业创新投资的正向影响越会显著增强。研究结论拓展了客户盈余表现经济后果的理论边界，对推动供应链整合及供给侧结构性改革具有重要的启示意义。     

Financial benefits and risks of dependency in triadic supply chain relationships

The economic consequences of interdependent relationships with suppliers and customers have long been of interest to supply chain managers and academics alike. Whereas previous studies have focused on the benefits or risks of embedded relationships that accrue to buying firms, this study simultaneously investigates the effects of a supplier's and a customer's embeddedness, arising from resource dependency, on a focal firm's financial performance in triadic supply chain relationships. Using 1,144 unique focal firm-years for U.S. firms from Compustat, we find that a supplier's and a customer's dependency both increase the focal firm's performance in terms of return on assets (ROA) and return on sales (ROS) by increasing asset turnover (ATO). As levels of supplier and customer dependency on the focal firm increase, however, the economic benefits of customer dependency diminish beyond a certain point, while those of supplier dependency continue to increase above that threshold. Thus, our findings show the paradoxically differing risks of the supplier's versus the customer's dependency, while establishing the unequivocal economic benefits of supplier and customer relations for focal firms in the middle of concentrated triadic relationships.     

Strategic management perspectives on supply chain

In the second decade of the twenty-first century, supply chain management (SCM) practices have gained an increasingly strategic character. The focus has shifted from an operational perspective to a strategic one, and SCM is repeatedly cited in the literature as a strategic management tool with a profound effect on the survival of the organizations. SCM domain is well-supported to be closely linked with a number of strategic management views and theories. This study investigates the main strategic management views and theories relevant to SCM and their interactions. It reveals how they complementarily explain supply chain management characteristics of being customer-driven, process-oriented, global, strategically coupled, complex, dynamic, adaptive, multi-agent, IT-intensive, value creating, collaborative and networked. Based on a comprehensive literature taxonomy, a mapping of the main supply chain characteristics to these management views and theories is provided. A conceptual clustering of different management perspectives is developed, and their interactions are analyzed.

     

Improving agility and resilience of automotive spares supply chain: The additive manufacturing enabled truck model

The global supply chain disruption by the COVID-19 pandemic is difficult, if not impossible, to estimate as over 94% of the top 1000 fortune companies were badly affected. The need for building resilient supply chains to mitigate the effect of such disruptions is rising rapidly than ever before across the global business spectrum. Building resilience in the automotive spare parts (ASPs) supply chain is critically important as any disruption to automotive spares supply chain will affect the operations of the logistics sector, the backbone of global supply chains. This research work contributes to improving the resilience of the automotive spare parts supply chain by proposing a Viable Supply Chain (VSC) framework design that incorporates Additive Manufacturing (AM) enabled trucks in the automotive spares supply chain network. Based on the proposed model, conceptual case models are developed and tested with proposed AM enabled truck manufacturing closer to end customer. A heuristic approach called shortest time heuristic is also proposed to solve the routing and scheduling of an AM enabled truck to deliver customers’ orders of the spare parts through an online platform. Importantly, the study demonstrate how additive manufacturing can help the ASPs industry to switch from the existing practice of make-to-stock to a more efficient inventory management and cost saving make-to-order model while also achieving resilience and sustainability in by providing a source of spares support for discontinued models of vehicles.     

基于RFID的零售食品安全信用体系研究

通过对食品安全信用体系基本架构的分析,以及对食品供应商、食品零售企业和消费者三方面在该体系中作用的对比,不仅构建基于RFID的食品安全信用体系整合整个食品供应链所有节点以确保食品安全的过程,而且阐述了RFID在食品安全管理方面发挥的作用。在分析影响消费者满意度因素的基础上,详细说明了食品安全信用体系对上述因素的影响及其结果,且进一步证实了基于RFID技术的食品安全信用体系能够帮助食品零售企业保障食品安全,从而提高服务水平,提升消费者满意度。     

内部服务质量理论及其对服务性企业管理实践的启示

根据服务利润链理论,内部服务质量决定了员工的满意感,满意的员工能够为顾客提供高价值的服务,从而使顾客形成满意感和忠诚感,为企业赢得利润和发展。要激励全体员工做好服务工作,自觉地为顾客提供优质服务,服务性企业必须将广大员工当做内部顾客,尽力满足员工的需要和愿望,为员工提供优质的内部服务。