Modelling Customer Satisfaction to Improve Receivables of a Firm in a Supply Chain

2020 ◽  
Vol 7 (1) ◽  
pp. 28-53
Author(s):  
Mohammad Hossein Jahangiri
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Time Horizon ◽  
Delivery Time ◽  
Penalty Rate ◽  
Order Fulfilment ◽  
Demand Variation ◽  
Cash Inflow ◽  
Payment Strategy ◽  
Strategy Parameters

A firm in a supply chain usually defines payment strategies such as penalty rate, delivery time, customer discount, and quantity of order fulfilment regarding the invoices issued for the products ordered by the customers, whilst these payment strategies affect not only the amount paid by the customers but also customer satisfaction. The main aim of this article is to evaluate the effects of customer satisfaction on the cash inflow of a firm in a supply chain. In fact, this article develops an optimisation mathematical model to maximise the amount of cash received from customer within a time horizon through maximizing customer satisfaction and optimising the payment strategy parameters. Customer satisfaction in each period is defined as a dependent variable of three parameters such as penalty rate, demand variation and delivery time. All the firms in a supply chain can adjust these parameters to improve the amount of cash received from the customers. The penalty rate in each period is related to the amount and time of cash received from the customers in that period and the amount are supposed to be received from the customers in the next period. Consequently, customer discount can be applied to improve the firm's input.

Carnival Corporation: The Challenges of Cutting Costs While Maintaining Quality and Customer Satisfaction

2018 ◽  
pp. 1-16
Author(s):  
Dick Verbeek
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Chain Management ◽  
Cruise Line ◽  
Management Issues

This case study has been developed to facilitate discussion about current supply chain management issues and potential solutions. The scenario presented in this case is very representative of the pressures experienced by supply chain managers. Namely, the need to reduce costs while maintaining quality and customer service. This case presents some unusual challenges and constraints that are unique to the cruise line industry. These constraints can provide an opportunity to explore new supply chain paradigms.

Supply chain practices and organizational performance

2017 ◽  
Vol 28 (1) ◽  
pp. 75-101 ◽  
Author(s):  
Shrikant Gorane ◽  
Ravi Kant
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Financial Performance ◽  
Organizational Performance ◽  
Customer Value ◽  
Structural Equation ◽  
Decision Makers ◽  
Current Status ◽  
Content Type ◽  
Manufacturing Organizations

Purpose The purpose of this paper is to empirically test a framework which identifies the relationships between various supply chain practices (SCPs) and organizational performance (operational performance (OP), customer satisfaction, and financial performance) in the context of Indian manufacturing organizations. Design/methodology/approach From the literature, ten SCPs are selected which finally influences the organizational performance. In order to understand the interactions between SCPs and organizational performance, this paper grouped the ten SCPs into four constructs namely: information and communication technology, supply chain (SC) integration, operational responsiveness, and closed loop green practices. Three levels of firm performance are also examined, including OP, customer satisfaction, and financial performance. The paper-based and web-based survey yielded 292 responses from the Indian manufacturing organizations. The data collected were put through rigorous statistical analysis to test for the content, construct, and criterion-related validity, as well as reliability analyses. Further a structural equation model was developed to test the relationships between SCPs and organizational performance. Findings The finding suggests that a successful SCPs implementation not only improves the OP, but also enhances customer satisfaction and financial performance. In addition, higher financial performance is also attributable to better customer value resulting from the achievement of better customer satisfaction. Research limitations/implications SCPs are complex constructs. While this study shows the effect of broadly accepted SCPs on organizational performance, not all possible practices are covered in this study. Again the study can be further extended to sector specific so that the results can be further refined. Practical implications This is one of the few studies which attempts to investigate whether there is any relationship exits between SCPs and organizational performance. The finding will help decision makers in the organization to know the importance of SCPs and how SCPs influence the organizational performance. Second, this study has developed and validated a multi-dimensional construct of SCPs, which can assist decision makers of Indian organizations to evaluate the competence of their current status of SCPs in the organization. Originality/value As per the knowledge of the authors, this is the first kind of study which empirically investigated the relationships between SCPs and organizational performance in the context of Indian manufacturing organizations.

scholarly journals The influence of dimensions of organisational culture on supply chain performance in selected state-owned enterprises in Zimbabwe

2018 ◽  
Vol 12 ◽  
Author(s):  
Michael Musanzikwa ◽  
Manduth Ramchander
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Strategic Alliances ◽  
Business Processes ◽  
Growth Time ◽  
Environmental Scanning ◽  
Supply Chain Performance ◽  
Goods And Services ◽  
Cultural Variables ◽  
Customer Learning

Background: Despite being strategic, state-owned enterprises (SOEs) have failed to fulfil their mandate. Supply chain performance is ineffective largely because of weak organisational culture.Objectives: To explore the extent to which organisational cultural factors have influenced the supply chain performance of SOEs, review the literature; effectiveness of attaining financial targets, customer satisfaction, internal business processes, learning and growth; time orientation on the supply chain metric of delivery. The supply chain metric of flexibility; profitability on cost reduction; ‘no ownership’ culture on decision-making; and the level of customer satisfaction.Method: A mixed-method was used. The population comprised managers, employees and clients of eight selected SOEs. Judgmental, random and convenience sampling were employed. Questionnaires and interviews were the research instruments and quantitative and qualitative analyses were conducted. Findings are presented thematically, in line with the research questions.Results: SOEs were not meeting financial targets, not satisfying customers, poor internal business processes not attaining learning and growth targets. Organisational cultural variables were weak; affecting flexibility, no timely delivery of goods and services. Also influenced the behaviour of human resources and an indirect effect on customer satisfaction, cost-saving and profitability in the SOEs.Conclusion: The SOEs failed to meet financial, customer, learning and growth targets. The internal business processes were not effective. The culture did not promote efficiency. The study recommends that commitment of leadership on human behaviour is necessary for effective supply chain performance and strategy implementation. Constant environmental scanning, strategic alliances, rationalisation of remuneration and sound corporate governance are essential.

scholarly journals Simulation software as a tool for supply chain analysis and improvement

2016 ◽  
Vol 13 (3) ◽  
pp. 983-998 ◽  
Author(s):  
Ramírez Sánchez ◽  
Mota Dulce ◽  
Giner Hernández ◽  
Luis Alcaraz ◽  
Tlapa Mendoza
Keyword(s):  
Sensitivity Analysis ◽  
Supply Chain ◽  
Cycle Time ◽  
Simulation Software ◽  
Base Line ◽  
Delivery Time ◽  
Time Production ◽  
Automotive Supply Chain ◽  
Adjustment Time ◽  
Automotive Supply

Effective decision making in the automotive supply chain is complex, due to the increasing number of suppliers and customers who form part of it. For this reason, the use of tools that allow to improve the performance of the supply chain is necessary. Simulation Software is one of these tools. Therefore, in this paper a simulation model to improve the performance of an automotive supply chain is developed. Using sensitivity analysis, this study finds the values that allow the supply chain to improve its order fulfilment indicator. In the sensitivity analysis, the variables Cycle Time, Production Adjustment Time, Delivery Time, Raw Material Inventory, and Finished Good Inventory, were modified. The results show that: 1) in the base line scenario, only the 78.85% of the orders are fulfilled, and 2) to fulfil the 100% of the orders Cycle Time, Production Adjustment Time, and Delivery Time must be reduced to one week.

scholarly journals PERANAN MANAJEMEN RANTAI PASOK DALAM MENINGKATKAN STRATEGI KOMPETITIF UMKM DI SAMARINDA

2018 ◽  
Vol 2 (2) ◽  
pp. 116
Author(s):  
Rina masitoh, Catur Kumala Dewi
Keyword(s):  
Supply Chain ◽  
Sampling Method ◽  
Small And Medium Enterprises ◽  
Quality Standard ◽  
Delivery Time ◽  
Supply Chain Strategy ◽  
Systematic Data ◽  
Human Power ◽  
Analysis Technique ◽  
Medium Enterprises

Small and medium trade will be displaced from the AFTA and Free Trade competition if it does not implement an effective and efficient supply chain. This is a major problem for Small and Medium Enterprises (SMEs) which indicate they have limitations in business capital, not or have not implemented technology and there is no formula for the objectives to be achieved by Micro, Small and Medium Enterprises (UMKM) and lack of resources human power in the form of expertise and skills of Micro, Small and Medium Enterprises (UMKM).The purpose of this study is to find out the model of supply chain from UMKM in Samarinda. An effective model of supply chain will provide an increase in UMKM competitiveness strategies. The effective supply chain strategy will give UMKM excellence in terms of price, quality, standard products and delivery time and customer service.The analysis technique used in this study is descriptive qualitative, namely by the stage of collecting and recording data, reducing data, presenting data, processing and drawing conclusions. This is done to describe the state of the object being examined based on the facts in the field, so that accurate and systematic data can be obtained. Data is obtained by observation, distribution of questionnaires. The population of this study is all UMKM in 25 sub-districts in Samarinda. Sampling using purposive sampling method where 9 sub-districts were taken by UMKM in Samarinda

Exploring the Blockchain Technology Application in the Chinese New Retail Business Model

2019 ◽  
pp. 86-102
Author(s):  
Yuhong Li ◽  
Nachiappan Subramanian
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Business Model ◽  
Satisfaction Level ◽  
Supply Chain Security ◽  
Technology Application ◽  
Blockchain Technology ◽  
Retail Business ◽  
Business Application ◽  
Potential Risks

While the new retail is revolutionizing retailing in China, the supply chain of the new retail has a few problems or potential risks which will decrease the customer satisfaction level. However, the implementation of one of the cutting-edge technologies—the blockchain—can revolutionize the supply chain of the new retail in China. This qualitative piece uses multiple interviews to find out the specific outcomes blockchain will make for the supply chain of the new retail in China. The major contribution is to fill the gap of the academic literature as well as the business application and such as the new retail in China to increase supply chain security and efficiency with blockchain.

Supply Chain Management Practices, Competitive Advantage and Organizational Performance

2018 ◽  
pp. 1181-1207 ◽  
Author(s):  
Rajwinder Singh ◽  
H.S. Sandhu ◽  
B.A. Metri ◽  
Rajinder Kaur
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Organizational Performance ◽  
Inventory Management ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Management Practices ◽  
Chain Management

Supply chain is the process of continuous flow of products or services from source to the destination. Supply chain management has become an effective tool now a day to survive in this competitive world. Organizations do their best to harvest profits by adopting better supply chain management practices for competitive advantage and organizational performance. In this paper an attempt has been made to understand the relationship among supply chain practices, competitive advantage, and organizational performance using structural equation modelling. This research conceptualizes and develops five secondary dimensions of supply chain practices (Use of technology, SC speed, Customer satisfaction, SC integration, and Inventory management). The research also identifies four primary competitive advantage components (Inventory management, Customer satisfaction, Profitability, and Customer base identification) and six primary organizational performance components (Financial Performance, Market performance, SC competencies, Customer satisfaction, Stakeholder satisfaction, and Innovation and learning). The data for analysis was collected from top 10 non-livestock organized retail players operating in Punjab, Haryana, Chandigarh, New Delhi and, Gurgaon in India. The relationships in the proposed framework were tested using structural equation modelling. The results indicate that Indian retailers know that competitive advantage has high impact on SCP but they have less understanding in matching SCP and competitive advantage with organizational performance.

Implementing Supply Chain Strategies

2019 ◽  
pp. 78-109
Keyword(s):  
Supply Chain ◽  
Inventory Management ◽  
Data Science ◽  
Supply Chain System ◽  
Chain Management ◽  
Supply Chain Strategy ◽  
Corporate Strategies ◽  
Inventory Turnover ◽  
Order Fulfilment ◽  
Outsourcing Decision

This chapter emphasizes the key elements required to implement supply chain strategy in a firm. It highlights the differences in supply chain strategies, its alignment with corporate strategies, and the associated drivers of supply chain management. This chapter also highlights the dynamics associated with inventory and success of supply chain of a firm. It tries to provide a framework to resolve the supply chain managers' dilemma as to hold inventory for order fulfilment or to enhance the inventory turnover ratio to maximize profitability. The chapter discusses all facets of inventory management – it includes inventory management of constant as well as dynamic demand. This chapter introduces the concept of adaptive inventory control for non-stationary demand. There are situations when all assumptions of conventional approach may fail and hence points out the importance of application of artificial intelligence and data science in inventory management. This chapter brings out the varied dimensions of contracts that are crucial to have an effective supply chain system. Here the author attempts to put forward an outsourcing decision framework to facilitate make or buy decision. This chapter relates the concept of materials requirement planning (MRP) with independent items. Since supply chains are going global, this chapter introduces the concepts behind global sourcing including the significance of INCO (international commercial) terms.

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