"缺乏信任"文化背景下的供应链管理实施

战略合作伙伴关系的形成与社会文化背景及管理哲学有关,在我国这样一个“缺乏信任”文化背景的国度里,战略合作关系的建立并非易事。本文尝试对供应链管理与战略合作之间的关系进行研究,在此基础上,探析在“缺乏信任”的文化背景下如何才能有效地实施供应链管理。     

一种电网供应商服务信息共享工具的设计与实现

针对目前供应商服务室窗口人员业务范围信息无法与供应商共享,以及信息共享不及时准确,业务办理不畅通,供应商长期投诉等问题,通过现在流行的手机微信,利用手机微信摇一摇功能,结合蓝牙技术,并制定Beacon蓝牙发射器,写入相关软件到微信小程序的"摇一摇"ID,只需打开微信"摇一摇"功能,供应商服务室相关信息即可通过蓝牙发射器...     

The effect of unethical behavior on trust in a buyer–supplier relationship: The mediating role of psychological contract violation

Research on trust in buyer–supplier relationships has tended to focus on the performance outcomes of a trusting relationship, as well as the processes that serve to build trust. Largely absent from the buyer–supplier literature is an in-depth examination of activities that break down trust, and the resulting effect on supplier trust in the buyer. The authors propose and test a model that evaluates psychological contract violations between a buyer and a supplier as a mediating variable of the effect of unethical activities on trust within a partnership. Survey data was collected from 110 tier one suppliers of major corporations in the state of Ohio. Our results show how a supplier's perception of a violation of the psychological contract either partially mediates or fully mediates the relationship between the buyers unethical activity and the suppliers trust in that buyer. We discuss how suppliers may demonstrate bounded ethicality when they overlook perceived unethical behaviors by the buyer.     

建立供方关系管理模型,打造采购战略合作伙伴

供应商关系管理是企业采购核心管理的重要问题。根据对供应商进行SWOT分析,识别与企业自身发展方向一致的供应商,拟建立长期合作伙伴关系。从供应商感知模型出发,改善、维系供需关系,并通过建立供应商信任度模型,动态跟踪管理,维护供应商战略合作伙伴关系,稳定供应商团队。     

Does supplier development lead to supplier satisfaction and relationship continuation?

The primary purpose of this study is to find out if supplier development can serve as a means for buying firms to actively increase supplier satisfaction and eventually predict relationship continuity. Supplier relationships provide an essential means for buying firms to access and leverage supplier resources. One way in which buying firms influence the supply management process is through supplier development. The findings show that supplier development is an important means by which buying firms can increase supplier satisfaction. Supplier development significantly predicts the future of business relationships. Further analysis based on polynomial regressions provides evidence to show how congruence or discrepancy between economic and non-economic satisfaction impact continuance.     

铁路车辆制造企业供应商管理存在问题的原因分析及解决建议

通过对铁路车辆制造企业目前供应商管理现状和存在的问题进行分析,研究铁路车辆制造企业供应链管理的模式,与优秀供应商建立长期稳定的相互支持、风险共担、同步发展的战略合作伙伴关系,实现双赢的企业管理模式。通过对供应商管理观念和方式的转变,能够有力推动企业内、外部资源互补与优化利用,实现供应链节点企业的财务状况、质量、产量、交货期、用户满意度和业绩的改善和提高,提升供应链核心竞争力,实现合作多赢的目标。     

Questioning the relevance of supplier satisfaction for preferred customer treatment: Antecedent effects of comparative alternatives and multi-dimensionality

Through the construct of supplier satisfaction, recent research explains the supplier's preferred treatment of a given customer. This cause-and-effect phenomenon is often not contrasted with other reasons or controlled for. This work addresses this issue and uses two tactics to elaborate upon social exchange theory, namely, construct splitting and construct contrasting, to analyse the development of preferential customer treatment. For this purpose, a structural equation model is used with data from the international automotive industry. The results extend the breadth of constructs explaining preferred customer treatment (PCT) and challenge the existing reasoning by questioning the relative importance of supplier satisfaction. While supplier satisfaction does affect PCT, the relative supplier satisfaction defined as a comparison of outcomes between the actual and the best alternative business relationships influences PCT much more.Furthermore, by distinguishing between the economic and non-economic dimensions of supplier satisfaction, the study indicate that economic satisfaction has a higher influence on the relative satisfaction whereas social satisfaction a higher one on absolute supplier satisfaction.These findings imply that despite the current debate about the importance of behavioural constructs such as supplier interaction and social capital, supplier resource allocation decisions are actually dominated by economic and relative aspects of satisfaction. This outcome calls for a more economically driven debate about behavioural supply management approaches.     

企业社会责任与商业信用模式——基于信任的视角

基于信任视角,以企业与供应商之间商业信用模式选择来间接衡量企业间的信任度,以是否披露社会责任报告及报告信息质量来衡量企业社会责任表现,对企业社会责任在提升企业信任度中所起的作用进行实证检验,研究结果显示：相对于没有披露社会责任报告的企业,披露社会责任报告企业的商业信用成本更低;社会责任报告质量越高越有利于降低商业信用成本;地区生产者合法权益保护水平与社会责任报告质量对商业信用成本的影响存在替代关系,即生产者合法权益保护水平越差的地区,企业社会责任报告质量对商业信用成本的负向影响越大。     

软件外包合作关系信任演化路径和模型研究

软件外包企业间相互信任通过合作关系发展起来，而信任的发展又会促进双方谋求更多的合作，从而形成循环向上的发展过程。在伙伴关系前提下，信任演化路径由感觉、感知、感化再到系统管理阶段，由感性信任的逐步积累，进而上升到对理性信任的科学项目化管理。最终合作双方的信任管理能根据不同项目变成不断的良性循环，信任变成了外包企业中的一种文化。     

The effects of balanced and asymmetric dependence on supplier satisfaction: Identifying positive effects of dependency

Studies argue that balance in dependence is critical to supplier satisfaction in buyer-supplier relationships. We examine whether asymmetric relationships can also lead to supplier satisfaction, arguing that traditional analysis methods are unsuitable for thoroughly analyzing this issue. With polynomial regression and response surface analysis combined with dyadic data, we test the relationship between (1) balanced dependence (i.e., the buyer and supplier are equally dependent on each other) and supplier satisfaction and (2) asymmetric dependence (i.e., either the supplier or buyer is the dominant party) on supplier satisfaction. The results indicate that mutual dependence is positively related to supplier satisfaction, but surprisingly, asymmetric dependence can be related to higher levels of supplier satisfaction.     

What materiel people need to know about quality

W. Edwards Deming has said that "Price without a measure of quality has no meaning." Materiel people must become intimate with the quality needs of their organization and ask their suppliers for that quality and insist on appropriate measures to ensure that quality. The burden of proof of goodness must be on the supplier.     

Developing cost management in customer–supplier relationships: three case studies

This study describes cost management development projects in three customer–supplier relationships and analyzes these projects from the perspective of relationships. Differences in suppliers’ objectives, actions taken, and results gained in the projects were found in the explorative study, although the customer's objective was the same in all cases. The use of cost information depended on the balance of power between firms, on the trust between personnel, and on the volume of the firms’ mutual business.     

谈供应商质量管理工作思路——质量管理的核心内容风险识别

文章通过总结工作经验,提出了供应商质量管理的工作思路,主张供应商质量工程师(SQE)在工作中应识别成本、产能、人员、供应商制造经验等带来的质量风险,重点预防遏制风险,则能很好地做好质量管理工作,确保供应商质量合格稳定。     

Managing the performance of outsourced customer contact centers

This research focuses specifically on customer contact services that have been outsourced to external suppliers. The performance of the contact services supplier directly affects end customer satisfaction which underlines the need for appropriate management of customer contacts and consideration of the end customer's perspective in designing appropriate key performance indicators (KPIs). This research draws on various streams of literature including services purchasing, performance management and service quality to derive propositions on how to manage customer contact services suppliers. These propositions are subsequently investigated in an in-depth case study. The results of the case study show that managing customer contact services suppliers on effectiveness rather than efficiency benefits the overall performance of the supplier. This research shows that quality improvements in both process and service delivery ultimately lead to decreased costs. These improvements will furthermore enhance customer satisfaction and improve buying company performance. The current trend in selecting and managing suppliers for outsourced business processes is on efficiency improvements and cost savings. However, this research shows that this type of focus can actually decrease customer satisfaction and increase costs.     

组织间成本管理和供应商关系满意度的实证研究

企业为提高效益将更多的注意力关注于自己的核心竞争力,并将很多重要项目进行外包。同时为寻求成本控制即降低成本,以及技术的进步,企业需协同供应商开展组织间成本管理。对供应商来说披露成本信息会带来各种机会主义的风险。本研究通过202份问卷数据为基础,运用结构方程模型进行实证分析。研究结果表明,企业间开展组织间成本管理对供应商关系满意度的影响是正面的,供应商受益于组织间成本管理。组织间管理控制和信任这两种典型的商业交易中的治理机制对组织间成本调节而产生的关系结果的影响不一样,信任具有"独特的贡献力",而组织间管理控制的调节效应确不显著。     

Business process management in hotels: with a focus on delivering quality guest service

Quality & Quantity - In this study business process management as a tool of improvement service quality is introduced and it is examined that how it can be used to improve service quality in...     

Using integrated quality assessment for hotel service quality

In the age of growing foreign tourism, providing excellent quality service at hotels is increasingly more important. Service quality and customer satisfaction have gradually been recognized as key factors used to gain competitive advantage and customer retention. Most companies conducted satisfaction surveys of their customers, with a view of using analysed results to identify attributes of potential improvement. However, this kind improvement decisions on the attributes with a lower satisfaction level needs not to be appropriated. Thus, to achieve higher levels of overall satisfaction with the hotel experience, this study combined four simple methods, including Kano’s model, refined Kano’s model, Importance-Satisfaction model, and the Improvement index, to evaluate two types of hotels. The integrated approach of service quality measurement is based on the importance and satisfaction survey of the quality attributes. The survey, with 24 attributes and service items, were administrated to a random sample of 400 customers at one business hotel and one resort hotel in Taiwan. The strategies of these two kinds of hotels were compared and discussed in this study. On the basis of the key quality attributes identified by employing the integrated approach, which are significantly different from those identified on the basis of a simple satisfaction survey, hotels can make appropriate decisions on specific areas for improvement to further enhance the hotel service quality in Taiwan.     

探析全面质量管理与传统管理的区别

质量已成为全世界的共同语言。全面质量管理与传统管理是两种截然不同的管理范式。过去10年是全面质量管理的黄金时代,但从整体上看,全面质量管理在中国并没有惊人的表现。因此,我们不得不回头深入反思和重新认识全面质量管理,尤其是全面质量管理与传统管理的差异。为此,本文从基本概念着手,在顾客满意、组织领导与战略、业务流程、组织结构、组织学习与持续改进、考核与激励等方面探讨了全面质量管理与传统管理的区别。     

Vendor managed inventory: a survey of the Taiwanese grocery industry

Recent research has shown the importance of improving the supply chain competitiveness by means of strategic alliances. This study considers the retailer–supplier partnership through a vendor managed inventory (VMI) system. The characteristics of a VMI system and a retailer–supplier power relationship are discussed in some detail with a case illustration to examine the practical implementations of the system in the Taiwanese grocery industry. VMI not only has the ability to reduce costs, but also to improve service levels and create business opportunities for both parties in the supply chain. Thus, it is considered as one of the main systems in a strategic alliance.     

The effects of volume consolidation on buyer–supplier relationships: A study of Chinese firms

Volume consolidation is a major consequence of supply base reduction. This study explores the relationships between volume consolidation and supply chain outcomes such as buyer coordination costs, supplier performance, buyer environment learning ability, and buyer learning from the supplier. This study also examines the effects of these supply chain outcomes on buyer satisfaction. Based on results derived from an empirical study of 398 Chinese manufacturing companies, it is found that volume consolidation enhances supplier performance, buyer learning from the supplier, and its environment learning ability. It is also determined that coordination costs negatively affect supplier performance and buyer satisfaction. Environment learning ability does not affect buyer satisfaction, while supplier performance and buyer learning from the supplier positively affect buyer satisfaction. As such, the effects of volume consolidation are not limited to enhanced supply chain performance, but also to organizational learning in the supply chain.