No full-text available
To read the full-text of this research,
you can request a copy directly from the author.
Possible application of quality house in industrial supply chain resilience assessment
Abstract
Highly efficient supply chain becomes to be essential presumption for smooth operation of the production in each industry and also for delivering of the products produced by industry operations to the customers. The stability of the supply chain relates on its resilience. Improvement of this crucial attribute of LSC by effective way can be achieved by assessment of the supply chain resilience. QFD is known as a method to transform user demands into design quality, to deploy the functions forming quality, and to deploy methods for achieving the design quality into subsystems and component parts, and ultimately to specific elements of the manufacturing process. In the paper I would like to be concerned on use of QFD modification in the process of the supply chain resilience assessment.
FMEA method is well known as a tool used especially within the automotive industry. Its purpose is to review risk and increase reliability of product and/or process. At the present time, highly efficient and safe supply chain becomes to be an essential presumption for the smooth running of any production in each industry and also for delivering products produced by industry operations to customers. Following text describes capabilities to use FMEA as a next step in our research related to the subject of supply chain resilience.
This article deals with the different means of achieving resilience in supply chains. The concept of resilient supply chain was created as a reaction to problems arising from the application of lean principle into unstable conditions of today's business environment. The disruption of flows (material, informational and financial) is the main problem in supply chain, which is not prepared for arisen risks. Nowadays, the suggestions of resilience principles implementation are unsystematic and incomplete; which is why this article focuses on their detailed characteristics, analysis and consequent systematization.
This article presents the resilience concept in supply chain management, as a response to current development in the business environment. Resilient supply chain has abilities that allow it to eliminate risk situations leading to its disruption. The main attention is devoted to the proposed methodology to be used to determine the degree of resilience in supply chains that could be practically usable as one of the strategic risk management tools. The application of the methodology is analyzed in terms of the specifics of the metallurgical industry.
Purpose
This paper seeks to provide new solutions to cargo companies’ service quality efforts by integrating different scientific methodologies.
Design/methodology/approach
Strengths and weaknesses of logistics services of a well known cargo company in Turkey are defined by using a service quality scale (SERVQUAL), service quality attributes are categorized using the Kano model in order to see how well these attributes are able to satisfy customer needs, and findings are transferred to quality function deployment (QFD).
Findings
The findings of the Kano model show that ten of the 27 service quality attributes can be categorized as “attractive”, implying the maximum effect on consumer satisfaction. Through the customer priority level of QFD, the three most important service quality attributes are found to be: VIP Service, informing customers about delivery time before sending, and taking deliveries from customers’ addresses. Also, strengthening information technology infrastructure is the most important technical requirement to focus with the highest technical importance level.
Research limitations/implications
The study involves only one cargo company, it concerns just Trabzon city center branch offices and its sample includes only individual customers instead of individual and institutional customers together.
Practical implications
Offering a case study, the paper presents a guide for cargo companies to employ different scientific methodologies in their service quality development efforts.
Originality/value
Intending to offer scientific approaches to cargo companies as a tool of development in their practical procedures, the paper tries to bridge the current gap between academicians and practitioners and adds to the relatively limited theoretical literature.