The Effect of Customer‐Centric Green Supply Chain Management on Operational Performance and Customer Satisfaction

This study explores the links of implementing customer‐centric green supply chain management (GSCM) with its antecedent factors (i.e. customer pressure) and performance outcomes (i.e. operational performance and customer satisfaction). Data for this study were obtained through a survey of 126 automobile manufacturers in China. Results suggest that customer pressure has a positive effect on the implementation of customer‐centric GSCM, which, in turn, leads to multiple operational performance improvements (i.e. flexibility, delivery, quality and cost). While production flexibility and cost appear to have no significant impact on customer satisfaction, product quality and delivery are significantly and positively associated with customer satisfaction. On the practical front, this paper provides guidelines for managers in implementing customer‐centric GSCM to respond to customer pressures and improve firm performance, and for policy‐makers to encourage partner‐focused GSCM efforts in environmental policy. Copyright © 2014 John Wiley & Sons, Ltd and ERP Environment     

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。     

供电企业物资供应链绩效体系及流程改进研究

通过对供电企业物资绩效管理的现状分析,基于SCOR模型绩效评价指标,建立供电企业物资供应链绩效评价体系,从可靠性、柔性、协同性、成本和资产、客户满意度5个方面建立绩效指标体系,同时将绩效指标分为考核指标、关注指标和储备指标,并将绩效指标体系考核结合到流程改进之中,更好的指导、监督流程改进过程,并对改进结果进行检验。     

Supply chain collaboration and eco‐innovations: An institutional perspective from China

This study explores the impact of supply chain collaboration on eco‐innovations in the context of 220 Chinese manufacturing supplier firms involved in global supply chain networks. It investigates how supplier and customer collaborations help firms to enhance product eco‐innovations, and/or process eco‐innovations, and how the institutional context (i.e., regulatory, market, and community pressures) influences these relationships. The structural equation modeling approach is used to analyze the data captured from medium and large manufacturing enterprises in three major sectors: automotive, electronics, and textiles. The results show that community pressure has a positive effect on supplier collaboration, which further leads to enhanced process eco‐innovation. On the other hand, the findings indicate that while market pressure enhances customer collaboration, this does not reinforce product eco‐innovation. Contrary to our expectation, regulatory pressures do not impact supplier or customer collaboration for innovation. Overall, different institutional factors indicate divergent effects on supply chain collaboration and product/process eco‐innovation. The importance of normative pressures, such as those applied through the local community and interest groups, for eco‐innovations in production processes is further discussed as a typical feature of the institutional environment of Chinese supplier firms.     

Supply chain management for small business--how to avoid being part of the food chain

A supply chain is a series of customer and supplier relationships that extend throughout and beyond the company. It is an interwoven set of links that together form a chain supplying our customers in a seamless and integrated fashion delivering a high level of customer satisfaction. Supply chain management (SCM) integrates all activities so they are focused on customer satisfaction (both internally and externally). One of the things this article will attempt to accomplish is to provide a clear understanding of SCM's positive impact on customer service as well as on improving profitability, cash flow, product cycle times, and communication. Whether we go forward in the supply chain to the final end-user or backward in the supply chain to our supplier's suppliers, SCM will significantly improve our ability to serve our customers.     

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。     

供应链集中度与成本结构

企业的成本结构会影响企业通过经营实现利润的能力。企业进行成本结构决策时需要综合考虑各种经营和环境因素，其中客户和供应商集中度对于企业来说是一个关键的环境因素，但现有文献很少研究供应链集中度和公司成本结构之间的潜在关系。利用2012至2016年中国制造业上市公司的成本数据，发现制造商的客户集中度和其成本弹性之间存在正相关关系，并且随着客户议价能力提升，客户集中度高的公司的成本结构灵活性被削弱；随着供应商的集中，下游制造商的变动成本比上固定成本的比值在下降，成本刚性在加强。随着供应商行业议价能力提升，供应商集中度和下游客户成本刚性结构之间的正面关系被削弱。供应链集中度和议价能力是企业成本结构决策的决定因素。     

供应链背景下跨国水产企业物流成本控制——以PA公司为例

文章旨在研究基于供应链下跨国水产企业的物流成本控制对策。首先分析了跨国水产企业PA公司物流成本控制中面临的问题,然后分析了供应链背景下PA公司物流成本构成的特点,最后提出建立在OA和ERP基础上的物流成本核算方法和物流成本优化策略,实现了PA公司按客户、按产品、按部门的物流成本核算、预算、控制、评价的体系,实现了物流成本的节约,同时增进了PA公司的优质客户增值服务能力,增加了企业的竞争力。     

Impact of mass customization on cost and flexiblity performances: the role of social capital

More than ever, companies have to cope with ever changing market conditions. Some companies have reacted to shortened product life cycles, constant changes in customer preferences and cost pressures by implementing mass customization practices. Mass customization has been hailed as a way to overcome the tradeoff between cost and flexibility performance. However, there is lack of consistent empirical evidence to demonstrate that this really is the case. We advance this debate by proposing that in order for mass customization to be more effective, a company needs to possess and utilize social capital (i.e., cognitive, relational and structured social capital) within their supply networks. This study uses primary survey data from 513 plants from nine countries collected by the Global Manufacturing Research Group (GMRG). We used structural equation modelling analysis to test our hypotheses. Results indicate that mass customization has the ability to improve a company’s cost and flexibility performance. Furthermore, results regarding the moderating role of social capital are mixed. Cognitive capital only moderates the impact of mass customization on cost performance while relational capital increases this impact on both cost and flexibility performance. Structural capital does not moderate the impact of mass customization on performance.     

制造型企业供应物流策略研究

供应物流系统在制造型企业中占有重要位置,它不仅可以降低由于传统供应所带来的过高成本,增加企业的利润水平,而且可以提高整个生产系统的柔性,提高反应速度,增加市场占有率,提高顾客满意度.文章通过对制造型企业供应物流的涵义进行分析,发现制造型企业供应物流管理中存在的问题,提出解决问题的方法和建议,提高制造型企业供应物流管理水平.     

Integrating MRP (materiel requirements planning) into modern business

Time is the commodity of the '90s. Therefore, we all must learn how to use our manufacturing systems to shorten lead time and increase customer satisfaction. The objective of this article is to discuss practical ways people integrate the techniques of materiel requirements planning (MRP) systems with just-in-time (JIT) execution systems to increase customer satisfaction. Included are examples of new ways people use MRP systems to exemplify the process of continuous improvement--multiple items on work orders, consolidated routings, flexing capacity, and other new developments. Ways that successful companies use MRP II for planning and JIT for execution are discussed. There are many examples of how to apply theory to real life situations and a discussion of techniques that work to keep companies in the mode of continuous improvement. Also included is a look at hands-on, practical methods people use to achieve lead time reduction and simplify bills of material. Total quality management concepts can be applied to the MRP process itself. This in turn helps people improve schedule adherence, which leads to customer satisfaction.     

Impact of eBusiness technologies on operational performance: The role of production information integration in the supply chain

While the information technology (IT) literature is mixed regarding the direct benefits of eBusiness technologies on performance, the impact of such technologies on supply chain practices remains largely an unexplored area of research. We hypothesize that while there may be no direct benefit of eBusiness technologies on performance, these technologies might support customer integration and supplier integration in the supply chain, which in turn might impact operating performance.To examine our hypotheses, we collected data from respondents who focused their responses to a single major product the process that manufactures it, a significant customer, and an important supplier. Our analyses showed that there was no direct benefit of eBusiness technologies on performance; however these technologies supported customer integration and supplier integration. Further, supplier integration was found to positively impact cost, quality, flexibility, and delivery performance; however there was no relationship between customer integration and performance. Consequently, there is a relationship between eBusiness technologies and supplier integration that leads to better performance. Further, there is an interactive effect between customer integration and supplier integration that supports the notion that firms that have both forms of integration, supported by eBusiness technologies, significantly outperform the others.     

Sourcing for the base of the pyramid: Constructing supply chains to address voids in subsistence markets

Substantial work has described downstream distribution systems for subsistence markets, but little is known about how upstream supply chains support these efforts. We suggest that a multinational corporation (MNC) entering these markets must resolve the institutional voids in product, labor, and capital markets, as well as address issues of regulatory ambiguities and the lack of contracting mechanisms that exist at the raw material, manufacturing, distribution, and marketing stages of the supply chain. We analyze the nature of these voids and their challenges, map them onto the value chain, discuss their interconnections, and suggest that they do not impact all firms equally. We provide examples from the food, beverage, and textile industries of how four firms have addressed institutional voids in constructing their supply chains. We conclude by providing implications, both across the value chain and regarding the trade-offs of partnering with non-profit agencies. Our analysis highlights the importance of going beyond the broad impact of the institutional environment to understanding its more nuanced and multi-faceted effect on supply chains.     

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.     

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.     

The key performance indicators (KPIs) and their impact on overall organizational performance

The concept of performance management is used by most of the organizations to ensure that either they are going on the right path or not. For managing the performance the organizations are required to know about the performance indicators. This paper explores the key performance indicators (KPIs) and impact of these KPIs on the overall organizational performance in manufacturing sector in Pakistan. The data for present study collected from the top level management of the 84 best manufacturing organizations in Pakistan by using a structured questionnaire and the impact of KPIs on the overall performance of the manufacturing organizations were evaluated. The results show that the manufacturing organizations put more focus on the customer satisfaction and Delivery reliability in terms of performance measurement. And measuring the performance in terms of cost, financial, quality, time, flexibility, delivery reliability, safety, customer satisfaction, employees’ satisfaction and social performance indicators have positive significant impact on the overall organization’s performance. This paper puts together all important performance indicators used by organizations in a single list and check their impact on the overall performance indicator index of the Organizations. As Pakistan is among the developing countries, this study will serve as a valuable guideline for several manufacturing organizations operating in other developing countries of the world.     

Supply chain practice and information sharing

Effective supply chain practice and information sharing enhances the current supply chain management environment. The purpose of this study is to investigate the integration of information sharing and supply chain practice in supply chain management. Data from 125 North American manufacturing firms were collected. The results show that (1) effective information sharing significantly enhances effective supply chain practice; (2) supply chain dynamism has significant positive influence on effective information sharing as well as effective supply chain practice. Supply chain dynamism has more influence on information sharing than supply chain practice; (3) and effective supply chain practice becomes more important when the level of information sharing increases. The findings show that both effective information sharing and effective supply chain practice are critical in achieving good supply chain performance.     

The contingency effects of environmental uncertainty on the relationship between supply chain integration and operational performance

This paper extends prior supply chain research by building and empirically testing a theoretical model of the contingency effects of environmental uncertainty (EU) on the relationships between three dimensions of supply chain integration and four dimensions of operational performance. Based on the contingency and organizational information processing theories, we argue that under a high EU, the associations between supplier/customer integration, and delivery and flexibility performance, and those between internal integration, and product quality and production cost, will be strengthened. These theoretical propositions are largely confirmed by multi-group and structural path analyses of survey responses collected from 151 of Thailand's automotive manufacturing plants. This paper contributes to operations management contingency research and provides theory-driven and empirically proven explanations for managers to differentiate the effects of internal and external integration efforts under different environmental conditions.     

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.     

Are supply chain management theories culturally constrained? An empirical assessment

Culture plays an increasingly important role in supply chain management as many manufacturing firms have linkages to suppliers and customers from various countries. In this paper we propose treating culture as an explanatory variable to test the assumption that existing theories are universally applicable. The primary research question was: Do purchasing theories built on samples from mainly North American companies with Anglo-Saxon cultures apply in other cultural contexts? We developed and tested a model where top management??s view of the purchasing function affects purchasing practices and manufacturing performance. The statistical results provide evidence that the engagement and efficacy of purchasing practices is highly dependent on culture. This finding has significant implications from the perspective of decision making in international supply chain management. Specifically, top managers across multiple cultures could decide to structure and evaluate the purchasing function similarly, but these decisions could lead to different practices and different outcomes depending on the culture.